Masergy, a leading software-defined network and cloud platform for enterprise communications, recently announced results from a new CCaaS and UCaaS trends report. The survey addresses the growth of the Unified Communication and Contact Centre as a Service industries. According to Masergy, network support and security are the leading challenges that enterprises face when investing in these solutions.
Additionally, Masergy’s report also shows that business leaders want bundled solutions with security features, software-defined networks, and performance monitoring on a 24/7 basis. The report was conducted in collaboration with IDG Research, analysing responses from decision-makers at global companies that are evaluating, implementing, or have implemented CCaaS and UCaaS.
What Does the Report Show?
The latest findings suggest that network performance and data security are the leading areas that IT focuses on when investing in UCaaS and CCaaS solutions. Additionally, integrated solutions that come from a single provider are more appealing, because they allow for easier implementation and management with fewer issues.
90% of the people in the report said that they preferred a bundled SD-Network complete with monitoring on a 24/7 basis. Additionally, 93% said it was very important that UCaaS and CCaaS solutions are bundled with network services.70% of respondents said that data security is challenging when it comes to CCaaS and UCaaS deployments.
Masergy believes that flexibility is one of the critical components driving investment in new UCaaS and CCaaS services. Increased flexibility for IT is the top driver for 40% of the respondents when investing in UCaaS or CCaaS, and more than half of respondents said that an integrated solution was key.
Discussing the Latest Findings
According to Masergy's Chief Digital Officer, Terry Traina, the maturity of CCaaS and UCaaS has modern decision makers a lot less worried about technology features, and more anxious about the application performance across the cloud. No other provider of CCaaS and UCaaS in the current landscape is better positioned to deliver on the selection of IT needs that businesses have with a single platform than Masergy.
