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Enterprise Telecom Trends in North America - End-User Survey
Frost & Sullivan, March 2006
This Frost & Sullivan research service entitled Enterprise Telecom Trends in North America - End-User Survey will help telecom and IT vendors gain better insights into market adoption rates for various technology and communications products and services. The research service provides a better understanding of buyer behavior with regards to current and future spending on various telecom/IT products and services. It studies enterprise telecom/IT decision-making process and identifies the various decision makers within the medium and large enterprise markets. Finally, the survey highlights enterprise perceptions of their various telecom/IT vendors. These insights will help vendors in positioning and repositioning their product and marketing strategies.
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
- Financial services
- Manufacturing
- Retail
- Education
- Communications
- Transportation
- Healthcare
- Others such as government, entertainment, and so on
Technologies
The following technologies are covered in this research:
- Medium-sized Enterprise: An organization with 100 to 499 employees.
- Large Enterprise: An organization with over 500 employees.
- Hardware: Includes only telecom-related hardware such as LAN/WAN equipment, CPE-based security, and so on.
- Outsourcing: The term outsourcing refers to any telecom related tasks performed/managed by the service provider. In this study, the term outsourcing is synonymous with managed services. However, this does not imply that the entire service/network/CPE is managed by the provider. For instance, it is likely that an enterprise customer may only outsource a portion of the tasks associated with network security.
- Remote Workforce: Includes telecommuters, mobile workers, and remote branch offices.
- Software: Includes desktop applications such as CRM, ERP, and so on.
- VoIP/IP Telephony: Includes premise-based as well as hosted IP voice.
Market Overview
Enterprise Spending on Telecom and IT Services Continues to Increase
Telecom and IT service providers are experiencing boom time, as large and medium enterprises invest heavily on internal IT staffing, LAN/WAN infrastructure, storage hardware as well as data, wireless, and security services. This end-user survey revealed that a quarter of all large enterprises in the United States spend over $10 million per year on telecom and IT products and services while close to 10 percent of the medium-sized firms reported an expenditure of over $5 million per year.
Telecom/IT providers must expand their product portfolio and marketing channels to optimize these new revenue opportunities, notes the analyst of this study. For instance, while voice bundles remain popular among enterprise customers, an increasing number of firms are interested in buying wireline and wireless bundles that include voice, data, Internet, and mobile wireless services. Overall, product quality, customer support, and cost/pricing advantage will be the main enterprise criteria for selecting service providers.
Increasing Complexity of Corporate Networks Spur Demand for Managed Services
As enterprise customers migrate to next generation technologies and network complexity increases, demand for outsourced/vendor-managed telecom and IT functions is mounting. To expand in this market, service providers must effectively communicate the long-term benefits of managed services to clients. Ensuring greater customer visibility in service management and assuring the best service will entice enterprises to outsource more operations.
Consolidation across enterprise sectors, expansion of business activity across geographic boundaries, and the consequent rise in the number of mobile workers/remote offices has created a further need for efficient integration of business operations. The use of multiple network and access platforms necessitate the need for effective management, monitoring, and optimization of telecom/IT network assets, says the author. Telecom or IT vendors need to respond with assurances of quality products/services and strong reliability.
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