教育数位化趋势——2022年投资计划解决人才短缺和远程教育

COVID-19 暴露了教育部门在满足突然需要保持社交距离方面准备不足。从远程学习到大规模通信，教育机构不遗余力地保持运营。随着大流行消退，学生们回到教室，又出现了另一个问题。大规模的辞职、通货膨胀、对工作与生活平衡的渴望，以及对可持续性的日益关注，都需要转向远程操作和灵活的日程安排。

本报告探讨了全球教育数位化趋势，提供了市场概况以及教育行业的痛点、战略障碍和增长机会。

内容

范围和方法

执行摘要

2022 年教育 IT 决策者客户调查结果

• 调查目的和调查方法
• 用法
• 调查方法
• 被评为“重要”或“非常重要”的组织的总体目标：教育行业，世界，2022 年
• 联络中心的员工敬业度和营业额：教育行业，世界，2022 年
• IT/通信挑战：教育行业，世界，2022 年
• COVID-19 对数位化转型战略的影响：教育，世界，2022 年
• 数位化转型计划：教育行业，世界，2022
• 投资于沟通与协作：教育行业，世界，2022 年
• 投资联络中心技术：教育行业，世界，2022 年
• 将应用程序迁移到云端：教育行业，世界，2022 年
• 比较 CX 投资和 CX 优先事项，教育行业，世界，2022 年

成长环境

• 增长的关键成功因素

战略要务

• 教育行业的问题
• 战略要务 (TM)
• 教育与战略要务 (TM) 中的沟通与协作
• API、CPaaS、可编程通信价值主张
• 卓越需要包容

附录

Adapting to Meet the Needs of Modern Students

Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, improve instructor performance and enhance students' experience.

COVID-19 unmasked this sector's lack of preparedness to address the sudden need for social distancing. From remote classes to mass communications, education organizations made significant efforts to maintain operations and engagement. With students back in classrooms as the pandemic becomes more contained, other issues have come into play. The great resignation, inflation, the desire for a work-life balance, and a rise in worries around sustainability create a need to move towards remote capabilities and flexible schedules.

Ensuring equity in education has always been a challenge, but the pandemic revealed serious gaps in reaching low-income families or students with learning differences. Lessons over video were ineffective for students who didn't have the equipment, the space in their homes, or the bandwidth necessary to stay online. Children with learning differences such as ADHD (attention-deficit/hyperactivity disorder), autism, or dyslexia had a tough time focusing on, understanding, or retaining lessons on video.

Before the pandemic, educators were being challenged by progressive citizens. As AI and automation continue to improve at performing human job functions, the types of jobs available will shift rapidly, requiring more students to graduate with better analytical, collaborative, and creative capabilities.

As technologies became pivotal for education, ensuring security on digital devices became crucial. The safety of children is always a top concern for all. From sharing personal information (like where they live) to strangers showing up in class on a Zoom call created the need for a closer look at security protocols.

Digital technologies, including CX and communications and collaboration solutions, and programmable platforms, must be leveraged as key enablers of accelerated and effective transformation within education organizations.

In order to properly apply programmable communications and other digital technologies to address education organizations' particular needs, a clear understanding of the processes and workflows and their chokepoints are required.

There is a wealth of data about students that can be used to help students learn better by customizing their lessons and personalizing the support they need with analytics solutions.

This study provides Frost & Sullivan's perspective on communications and collaboration and CX technology in the education industry across any country and world region. It identifies how conferencing/meetings and collaboration, UCaaS, CPaaS, CCaaS, and CX solutions deliver value in this vertical and how education providers use these technologies to improve their student and educator experiences. It also includes a customer perspective based on a global survey conducted in January 2022 of 80 IT decision-makers in the education industry.

Table of Contents

Scope and Methodology

• Scope
• An Integrated Approach Delivers 360-degree Perspective

Executive Summary

• Key Issues in Education That Drive Technology Investments
• Key Issues in Education That Drive Technology Investments (continued)

Education IT Decision-Maker Customer Survey 2022 Results

• Research Objectives and Methodology
• Applications
• Research Methodology
• Top Organization Goals Rated As "Crucial" or "Very Important": Education Industry, Global, 2022
• Top Employee Engagement Initiatives and Attrition Levels in Contact Centers: Education Industry, Global, 2022
• IT/Telecom Challenges: Education Industry, Global, 2022
• Impact of COVID-19 on Digital Transformation Strategy: Education, Global, 2022
• Digital Transformation Plans: Education Industry, Global, 2022
• Investments in Communications and Collaboration: Education Industry, Global, 2022
• Investments in Contact Center Technology: Education Industry, Global, 2022
• Migration of Applications to The Cloud: Education Industry, Global, 2022
• CX Investments Compared With CX Priorities, Education Industry, Global, 2022

Growth Environment

• Critical Success Factors for Growth
• Critical Success Factors for Growth (ontinued)

Strategic Imperatives

• Pain Points in the Education Vertical
• The Strategic Imperative 8™
• The Strategic Imperative 8™ (continued)
• Communications and Collaboration in Education and the Strategic Imperative 8™
• The Value Proposition of APIs, CPaaS and Programmable Communications
• Excellence Requires Inclusion

Appendix

• The Evolution of Education
• Education Modes
• Technology Solutions to Engage with Knowledge
• List of Exhibits
• Legal Disclaimer