Australian Business Enterprise Communications Usage and Directions, 2008 End User Survey

1. INTRODUCTION

• 1.1 Methodology
• 1.2 Definitions

2. EXECUTIVE SUMMARY

3. ENTERPRISE TELEPHONY MARKET AND DECISION MAKING PROCESSES

• 3.1 2008 Australian Enterprise Telephony Market
• 3.2 Most Effective Sales and Marketing Tools
• 3.3 Use of External Consultants

4. ENTERPRISE TELEPHONY USAGE AND SPENDING

• 4.1 System Technology Type Usage/Penetration
• 4.2 Endpoint Type Penetration
• 4.3 Vendor Usage, Relationships, and Penetration
  • 4.3.1 Small Business Market
  • 4.3.2 Medium Enterprise Market
  • 4.3.3 Mid-market
  • 4.3.4 Large Enterprise Market
  • 4.3.5 Australian Business Telephony Churn Intentions

5. VENDOR PREFERENCES AND PERCEPTIONS

• 5.1 Vendor/Solution Selection Criteria
• 5.2 End User Market Leadership Perceptions
• 5.3 Vendor Competency Perception
  • 5.3.1 Alcatel-Lucent
  • 5.3.2 Avaya
  • 5.3.3 Cisco
  • 5.3.4 Nortel

6. BUSINESS DRIVERS AND INHIBITORS IN ENTERPRISE COMMUNICATIONS

• 6.1 Enterprise Communications Spending Plans
• 6.2 End Users' Understanding and Knowledge of Unified Communications
  • 6.2.1 Knowledge on Unified Communications
  • 6.2.2 The Unified Communications Proposition
  • 6.2.3 Conferencing Technology Usage
  • 6.2.4 Microsoft in Unified Communications
• 6.3 Unified Communications Readiness and Implementation Plans
• 6.4 Green ICT

7. CONCLUSION AND RECOMMENDATIONS

• 7.1 Recommendations for Vendors/Service Providers
• 7.2 Recommendations for Business Decision Makers

8. RELATED RESEARCH

9. APPENDIX A - AUSTRALIAN BUSINESSES' PERCEPTION OF ENTERPRISE COMMUNICATIONS VENDORS

• Figure 1 - Australian IP Telephony Revenues versus Traditional Telephony Revenues 2007- 2012 Forecast
• Figure 2 - Australian Enterprise Telephony Market Share, 2007
• Figure 3 - Events and marketing influences on purchasing decisions, 2008
• Figure 4 - Source of External Advice on Enterprise Communications Deployment, 2008
• Figure 5 - Current Telephony System Usage by Business Size, 2008
• Figure 6 - Current PBX Endpoints by Business Size, 2008
• Figure 7 - Current Vendor Used In The Small Business Market, 2008
• Figure 8 - Current Vendor Used In The Medium Business Market, 2008
• Figure 9 - Current Vendor Used In The Mid-Market, 2008
• Figure 10 - Current Vendor Used In The Large Enterprise Market, 2008
• Figure 11 - Intention to Continue with Current Telephony Vendor, 2008
• Figure 12 - Most Influential Vendor Selection Attribute, 2008
• Figure 13 - Most Influential Solution Selection Attribute, 2008
• Figure 14 - Market Leadership Perception in UC, 2008
• Figure 15 - Market Leadership Perception in Mobility Solution, 2008
• Figure 16 - Market Leadership in IP Telephony
• Figure 17 - Market Leadership Perception in Contact Centre Solution, 2008
• Figure 18 - Australian Business Future Vendor Selection and Awareness, 2008
• Figure 19 - Alcatel-Lucent Strength Analysis Diagram
• Figure 20 - Avaya Strength Analysis Diagram
• Figure 21 - Cisco Strength Analysis Diagram
• Figure 22 - Nortel Strength Analysis Diagram
• Figure 23 - Enterprise Communications Equipment Spend Intentions, 2008
• Figure 24 - Enterprise Communications Service Spend Intentions, 2008
• Figure 25 - Knowledge on Unified Communications, 2008
• Figure 26 - Attitude towards Unified Communications by the General Workforce, 2008
• Figure 27 - Understanding of Unified Communications, 2008
• Figure 28 - Perception of Key Value Proposition of Unified Communications, 2008
• Figure 29 - Key Business Impact of Unified Communications, 2008
• Figure 30 - Future Usage of Conferencing Technologies, 2008
• Figure 31 - Primary Reason for the Usage of Conferencing Technologies, 2008
• Figure 32 - Perception of Microsoft in Unified Communications, 2008
• Figure 33 - Knowledge on Microsoft OCS, 2008
• Figure 34 - Timeframe for Unified Communications Deployment, 2008
• Figure 35 - Reason for Not Deploying Unified Communications Now, 2008
• Figure 36 - Infrastructure Readiness for Unified Communications, 2008
• Figure 37 - Unified Communications Deployment Preference, 2008
• Figure 38 - Importance of ‘Greenness' in Vendor Selection, 2008
• Figure 39 - Perception of Understand Industry Requirements, 2008
• Figure 40 - Perception of Competitive Pricing, 2008
• Figure 41 - Perception of Customer Service, 2008
• Figure 42 - Perception of Being Green, 2008
• Figure 43 - Perception of Ease of Use and Manageability, 2008
• Figure 44 - Perception of Best TCO, 2008

• Table 1 - Distribution of Telsyte' s 2008 Survey Respondents by Business Size
• Table 2 - Distribution of Telsyte' s 2008 Survey Respondents by Vertical Industry
• Table 3 - Distribution of Telsyte' s 2008 Survey Respondents by Job Role
• Table 4 - Distribution of Telsyte' s 2008 Survey Respondents by Geographical Location
• Table 5 - Top 3 Influence in Vendor Selection by Business Size, 2008
• Table 6 - Top 3 Influence in Solution Selection by Business Size, 2008