Only about one-quarter of enterprises are
expected to standardize and unify their communications by 2027, new
report finds
Despite advances in unified communications and collaborative
computing, companies still struggle to integrate their digital
communications across the enterprise and connect with customers
seamlessly, according to a new study from Ventana Research, the
software research business of Information Services Group (ISG)
(Nasdaq: III), a leading global technology research and advisory
firm.
The 2024 Ventana Research Buyers Guide for Digital
Communications notes dozens of software providers and tools for
digital communications are used across the typical enterprise with
little to no integration or interoperability. According to a
Ventana Research forecast, through 2027, only one-quarter of
enterprises will have standardized their digital communications to
provide the highest level of resilience and unification.
“The historic fragmentation of communications and collaboration
technologies has created significant challenges for enterprises
that have portions of their workforce on disparate software,” said
Mark Smith, partner of Software Research at ISG. “This situation
has created an unnecessary increase in costs and resources that can
be addressed through the simplification of software and platforms
that integrate into business applications.”
Organizations invest in digital communications to increase the
productivity of individuals and teams in the context of their roles
and responsibilities. These systems enable seamless collaboration
among workers to provide effective interactions and impactful
communication experiences across the workforce and with external
constituents.
The study notes digital communications are essential to meet the
needs of distributed workforces operating from retail outlets to
corporate offices and home locations, using mobile devices and
computers, and connecting via chat, audio or video. Dramatic
technological changes have made it simpler and more cost-effective
to embed and enable these interactions in every business
process.
With advances in cloud computing, digital communications
technologies have evolved into a platform and software-as-a-service
engagement and subscription model, the study says. The industry has
positioned communications-platform-as-a-service (CPaaS) offerings
to enable unified communications, support collaboration tools and
provide seamless communication between parties.
Platforms and premium software suites should maximize the use of
artificial intelligence and machine language to support intuitive
interactions across text, video and voice, the study says.
Increasingly, use of generative AI like ChatGPT and large language
models are becoming integrated into digital communications
platforms, the study notes.
For its 2024 Buyers Guide study, Ventana Research evaluated
software providers across four digital communications categories –
Communications as a Platform (CPaaS), Premium Suites, Basic Suites
and Overall Digital Communications (Combining Premium Suites and
CPaaS) – and produced a separate Buyers Guide for each. A total of
23 unique software providers were assessed: 8x8, Avaya, Bandwidth,
Bird, Cisco, CM, Dialpad, Google, GoTo, Infobip, Intelepeer,
Kaltura, Microsoft, Plivo, RingCentral, Route Mobile, Sangoma,
Sinch, Twilio, Vonage, Wildix, Zoho and Zoom.
Ventana Research designates the top three software providers as
Leaders in each category. For the 2024 study, the leading providers
are, in ranked order:
CPaaS: Twilio, Infobip and Ring Central
Premium Suites: RingCentral, Zoom and Microsoft
Basic Suites: Zoho, RingCentral and Microsoft
Overall: RingCentral, Zoom and Microsoft
The Ventana Research Buyers Guides for Digital Communications
are the distillation of more than a year of market and product
research efforts. The research is not sponsored nor influenced by
software providers and is conducted solely to help enterprises
optimize their business and IT software investments.
Visit this webpage to learn more about the Digital
Communications Buyers Guides and to read executive summaries of
each of the four individual reports. The complete reports,
including provider rankings across seven dimensions of product and
customer experience and detailed research findings on each
provider, are available by contacting Ventana Research.
About Ventana Research
Ventana Research, part of Information Services Group (ISG),
provides authoritative market research and coverage of the business
and IT aspects of the software industry. It distributes research
and insights daily through the Ventana Research community, and
provides a portfolio of consulting, advisory, research and
education services for enterprises, software and service providers,
and investment firms. Its Ventana On-Demand (VOD) service provides
structured education and advisory support through subject-matter
experts. Ventana Research Buyers Guides support the RFI/RFP process
and help enterprises evaluate and select software providers through
tailored Assessment Services and Ventana Research’s Value Index
methodology. Visit www.ventanaresearch.com to sign up for free
community membership with access to research and insights.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including AI and automation, cloud and data analytics; sourcing
advisory; managed governance and risk services; network carrier
services; strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240404033769/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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