UC Service Management Statistics that Matter

The facts and figures on UC Service Management

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service management statistics uctoday
Unified CommunicationsInsights

Published: July 25, 2020

Rob Scott

Rob Scott

Publisher

Businesses in the current digital landscape are evolving at an incredible pace. The rise of new technology, coupled with increasing demand from customers means that organisations need to be more agile and flexible than ever.

However, there’s more to excelling in this new environment than just investing in the latest tech. Companies also need to ensure that they have the right strategy in place for provisioning, protecting, and patching their technology.

UC service management is an exciting and valuable new concept in the communications landscape. The service management environment offers today’s leaders an end-to-end overview of their technology stack.

This makes it easier to manage voice quality, improve productivity, and reduce risks. Service management tools can encompass everything a business needs to grow, including zero-touch provisioning environments to accelerate access to new technology.

Let’s take a closer look at the realities of SM technology.

Building a Business Case for Service Management

As the communication landscape grows increasingly complex, there are few things more important than visibility for business optimization and protection. The UC market will reach a value of $167.1 billion by 2025, highlighting a need for more advanced, connected tools.

Service management services in this environment provide a host of benefits to business leaders. With the right software, you can handle plenty of the UC stack. Options include:

  • Quick and easy provisioning for new and remote team members
  • Easy tracking and analytics for UC assets and apps
  • Quality management for both voice and video
  • Historical and real-time reports
  • Diagnostics for connectivity and communication tools
  • Remote device management

Learning about the facts and figures that highlight service management’s value in the UC landscape is a great way to strengthen your business case for this new technology. Today, we’re going to introduce you to some of the numbers that may make service management software more of an attractive option for your business leaders and shareholders.

Top 10 Service Management Facts You Need to Know

Let’s start with the facts about UC service management that every company needs to be aware of. Service Management solutions have become increasingly appealing in the last few years, as the move to cloud continues to accelerate. Today’s business leaders know that maintaining true visibility into their tech stack is crucial for security and performance.

Now that the UCaaS industry is set to reach a value of $79.3 billion by 2024, more companies are searching for ways to improve the transparency of their technology stack. Here are some other helpful facts to consider:

  • Service Management tools support all-in-one environments: The rising demand for UC and UCaaS highlight a need for single-pane-of-glass spaces. Service management tools can help to build on these all-in-one landscapes by pulling more reports and insights into one place for an IT or security team. 68% of UCaaS buyers say that an all-in-one space is essential to their purchasing decision. Source: Frost & Sullivan
  • Cloud accelerates demand for Service Management: The cloud is a wonderful environment for flexibility and scalability. However, it requires complete visibility to remain secure. Now that Frost and Sullivan predict the number of UCaaS users will increase to 11.3 million in 2024, the need for SM tools is growing. Source: Frost and Sullivan eBook
  • Businesses need a smarter communication environment: Tools like AI and RPA within service management solutions are becoming more popular. Forrester released a report in 2019 highlighting the growing need for the “cognitive enterprise”. Granular insights into operations are essential for the new landscape. Source: Forrester
  • Larger businesses in the cloud will need more control: According to Formation Tech, larger companies are moving into the UCaaS environment too. These bigger companies will need even more support getting an end-to-end overview of their systems and technology. Source: Formation Tech
  • Blind spots are a common problem for companies: Poor visibility into various parts of the business landscape often accelerate security and performance issues. SM tools can help organisations to overcome the blind-spots that would otherwise lead to downtime. Source: ZK Research Buyer’s Guide for SD-WAN
  • Service Management tools offer an insight into how we work: The world of work is changing. Around 85% in an ALE study said that they’re connecting differently with things, people, and processes these days. Service management tools help with tracking these new processes to improve digital transformation. Source: ALE CPaaS at the heart of digital transformation
  • SM software highlights the best routes for growth: 71% of people in the ALE study said that they’d be deploying more digital engagement tools in the next few years. Service Management solutions can show businesses where they’ll get the best return on their investment. Source: ALE CPaaS at the heart of digital transformation
  • Companies have more communication systems to track: It’s not just voice quality that businesses need to keep track of anymore. According to IDC, by 2021, the CPaaS market and the cloud will drive wider adoption of tools like text messaging. Source: IDC
  • Businesses need a quick way to roll out new tech: As customers continue to demand more from the companies they interact with, businesses need a quick way to roll out updates. The programmable web has around 23,000 APIs available now. Service management tools can make rolling those new API integrations out easy. Source: Programmable Web
  • Service Management improves business continuity: Increased uptime is one of the biggest benefits of the cloud, according to 80% of respondents in a Frost and Sullivan study. Service Management tools can increase that uptime even further by alerting companies about problems before they get too bad. Source: Frost and Sullivan Enterprise-Class Cloud communications whitepaper

Top Service Management Statistics for Your Business Case

The facts demonstrate that the world is rapidly moving towards a new and enhanced communication landscape. However, the more companies embed new solutions and functionality into their communication systems, the more there is to keep track of.

Service management tools can help businesses to make the most out of the evolving industry, without compromising on things like privacy and security. Here are some key stats to support your service management business case:

  • AI is increasing the value of Service Management: Virsae says that AI can smooth over many of the kinks associated with the communication landscape. 33% of businesses today have issues with call queues, and 23% have struggled with voice quality. Service management systems can help with this. Source: Virsae
  • Service Management tools deliver opportunities for growth: Virsae also says that 74% of companies are using less than 50% of their trunk capacity and could benefit from using SM tools to improve their trunking and licensing strategy. Source: Virsae
  • Service Management also improves security: Frost and Sullivan say that security 47% and reliability 50% are the biggest factors for companies investing in new UC technology. Service Management tools make it easier to track everything from possible data breach issues to performance levels. Source: Frost and Sullivan
  • SM tools will be essential for remote working: Service Management tools make it easier to provision tools to remote workers and track their performance. According to the Harvard Business review, people working remotely are happier and more productive. Source: Harvard Business Review
  • Service Management tools improve performance: Although the majority of companies are now keen to make a move to cloud, 63% say they’re worried about service consistency, and 57% are worried about network performance management. SM tools help teams to keep performance in all parts of the business consistent. Source: Masergy
  • Reducing downtime problems is crucial: According to ZK research, human error and manual work to prevent issues is at the root of all downtime issues. Automated security and protection strategies delivered through a service management tool may help to reduce downtime and alleviate team stress. Source: ZK Research Buyer’s Guide for SD-WAN
  • Service Management supports digital transformation: 89% of businesses are currently investing in digital transformation initiatives. Complete visibility and easy provisioning of new tools will be crucial to this transformation process. Source: ZK Research Buyer’s Guide for SD-WAN
  • Service Management is useful for the rise of UC apps: ZK Research predicts that 70% of business applications will reside in private or public clouds in the next three years. This will increase the value of having a service management strategy to track all resources in the business. Source: ZK Research Buyer’s Guide for SD-WAN
  • BYOD is a driving factor for Service Management: Alongside the cloud and remote working, BYOD strategies are leading to greater demand for service management. The right tools make it easier for companies to control devices from a distance. Markets and Markets says the BYOD landscape will be worth $73.30 billion by 2021. Source: Markets and Markets
  • Workplace trends will thrive with Service Management: Workplace trends like distance working, globalization, and freelancing make service management essential. These trends are likely to continue in the next five years, making a complete management environment for UC more crucial than ever. Source: Cleveland Research 2019 UCaaS industry growth report

 

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