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World Enterprise Voice and Unified Messaging Platform Markets
Frost & Sullivan, Jan 2010, Pages: 76
Productivity Benefits of Voicemail and Unified Messaging Trumps Recessionary Trends
The communications industry had take a huge hit during the economic downturn of 2009, with most companies extending the life of their existing messaging platforms and curtailing investment in new messaging capabilities. In spite of this challenging landscape, an large number of businesses became aware about UM’s productivity benefits and its ability to accelerate business processes. “The growing number of telecommuters and increasing mobility of the enterprise workforce drive demand for next-generation messaging solutions,” says the analyst of this research. “As enterprises seek new ways to enable their workforce to be more productive and efficient while performing multiple tasks (either on their desks or on the go), anywhere and anytime access to non-real-time messaging becomes crucial.” The market will also get a boost from the rising industry focus on the integration of communication applications, replacement of legacy messaging systems and telephony platforms, changing habits of workers, as well as evolution of second-generation UM solutions into pathways to unified communications (UC) and productivity solutions for mobile or remote workers.
UM seats continue to grow due to the success of bundling programs, the inclusion of free ‘try and buy’ UM seats in different telephony systems, the smaller mark-up of additional UM seats, and the progress of new UM. Today, most messaging vendors have experienced a 50 percent to 60 percent jump in the penetration rate of their UM-ready seats. On the flip side, the entry of more market participants with lower UM license fees, increased bundling, and giving away of free messaging licenses by some telephony vendors are reducing revenues and margins. Potential users are also deterred by the relatively high costs of a full-fledged UM solution and the lack of a clear value proposition for a large user group. Additionally, there are concerns about legal and compliance issues related to discovery opportunities, security, privacy, and confidentiality of messaging access and identity management, while some vendors are still finding it difficult to develop a compelling hard-dollar return on investment (ROI) model for UM solutions. Revenue declines could have been much worse if most messaging vendors had not added greater value to their UM offerings, found new ways of generating additional revenue, educated end users about the value of UM, and relied on creative leasing and financing.
“Although UM awareness is growing, when compared to other communications and collaborations tools such as audio, Web, and videoconferencing and instant messaging, UM still has a long way to go in terms of promoting and communicating its benefits,” notes the analyst. “Given this challenging scenario, Frost & Sullivan recommends the provision of a compelling ROI, support enhanced security options (messaging encryption), enabling UM solutions to become roadmaps for UC solutions, provision of different deployment options (single- and dual-store) and different migration strategies, as well as support of open standards in their messaging solution.”
Technologies
The following technologies are covered in this research:
- Messaging technologies
- Speech technologies
- E-mail platforms
- Messaging access interfaces
- Video mail technologies
This Frost & Sullivan research service titled World Enterprise Voice and Unified Messaging Platform Markets provides voicemail (VM) and unified messaging (UM) vendors with a detailed look at the dynamics of a changing market. As part of this analysis, Frost & Sullivan has identified market drivers, restraints, competitive issues, and growth opportunities within the market. In this research, Frost & Sullivan's expert analysts thoroughly examine the following markets: VM, UM (single-store and dual store UM), and messaging speech technologies.
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