Published on February 18, 2014
CompTIA Market Research: Businesses Aligning Communication Priorities
Channel Firms and End Users Line Up on Communications Priority 31% Very high 36% 44% 46% Moderately high 21% Middle of the road Moderately/very low 15% 5% 3% End User View Channel View Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users/500 U.S. channel firms
Priorities in Communications Strategy Low Reduce costs 7% Improve engagement with customers 7% Improve productivity among employees 9% Improved collaboration ability Medium 9% Improve business metrics 31% 59% 34% 57% 42% 11% Tight integration of point tools 49% 41% 14% 16% Tie into social initiaitves 61% 34% Improve quality/reliability Tie into mobility initiatives High 48% 50% 36% 53% 24% 38% 31% 46% 29% 40% 23% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users) involved in technology decision-making
Use of Specific Communications Technology Implementation and Plans for Communications Tools Deployed to all employees Deployed to segments Plan to deploy over next year No plans to deploy Email 79% 14% 6% 2% Analog telephone system 43% 23% 6% 27% VoIP telephone system 28% 32% 13% 27% Instant messaging 51% 27% 6% 16% Mobile devices 35% 50% 8% 7% Collaboration platform 34% 38% 15% 13% Web conferencing 31% 43% 10% 16% Video conferencing 26% 42% 14% 18% Social enterprise tools 17% 27% 16% 39% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Utilization of Current Communications for Technology Advanced/cutting edge 15% Slightly ahead of the curve 45% Standard adoption Slightly behind mainstream trends Lagging in awareness and adoption 26% 8% 4% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Use of Cloud for Communications Using Cloud Except For RealTime Cases 48% 15% Using Cloud For Everything 25% Considering Cloud for Everything 5% Using Cloud Except For RealTime Cases Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Differing Approaches to Mobility Proactive approach with ties to communications strategy 35% 18% 37% Proactive approach without ties to communications strategy Making realtime decisions on mobility 10% No special handling for mobility Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Views on Available Communications Technology Room for Improvement Profile of Companies Seeing Technology Gaps 31% Small Firms 36% Communications are mid/ low priority 39% Adoption of technology is average or lagging 57% 24% 19% Completely Sufficient Definite Gaps Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Many Companies Not Getting Full Utility from Communications Tools 56% Reasons for Low Utilization 40% 30% 26% 26% 10% 9% 5% High utility from all tools Some tools not used heavily Difficult to change behavior Difficult to educate end user Difficult to change workflow Tools not working properly Tools not interacting well Several tools not used heavily Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
End Users Take Many Different Purchasing Paths Direct purchase from a telecom carrier 49% Direct purchase from a software vendor 45% Direct purchase from manufacturer 40% Software purchase through IT firm 38% Equipment purchase through IT firm 36% Hosted service with IT firm Equipment purchase through telecom firm Software purchase through telecom firm 30% 21% 21% Hosted service with telecom firm 17% Use specialized A/V firm Note: “telecom firm” indicates agent/master agent/reseller, not carriers or vendors 17% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Helping End Users with Purchase Process Education for end users 52% Examples from similar-sized companies 51% Briefing on latest technologies 48% Education for the IT team 46% Examples from industry 46% ROI calculator for various options 40% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
About CompTIA Research CompTIA’s research program publishes around 25 unique studies year. CompTIA members have access to a research library containing more than 100 reports covering technology, business, workforce and channel trends. This study and all CompTIA research is one way in which the association re-invests resources in the IT channel. As the voice of the IT industry, CompTIA has hundreds of tools, market intelligence reports and business training programs to help IT channel organizations grow through education, certification, advocacy and philanthropy. The full report is available at no cost to CompTIA members to help them develop and hone their business plans. Visit www.comptia.org or contact firstname.lastname@example.org for more information.
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