2025年UCC买家观点：2025年及以后的投资重点

有效沟通的支柱：可管理性、安全性、整合性和互通性

根据弗若斯特沙利文公司今年的统一通讯与控制 (UCC) IT 决策者 (ITDM) 调查，企业越来越重视控制和集成，以提高营运效率和灵活性。同时，无缝整合能力，特别是 API 的应用和第三方工具的兼容性，对于敏捷的工作流程至关重要，能够帮助企业快速适应变化并提高生产力。

随着人工智慧驱动的通讯能力对企业的重要性日益凸显，IT决策者面临的挑战是如何制定与更广泛的业务目标相契合併能带来切实投资回报的人工智慧策略。企业是否愿意为获得人工智慧能力支付额外费用，目前存在着截然不同的看法，IT决策者中愿意付费的人数与认为人工智慧能力只是理论上的、因此应该免费提供的人数大致相当。

安全一直是IT决策者关注的焦点，在网路威胁日益加剧和资料隐私法规日趋严格的背景下，安全已成为不容妥协的必要条件。高级安全功能的重要性与日俱增，因为它们对于保护用户资讯和维护用户对数位通讯平台的信任至关重要。

此外，IT决策者们也关注可靠性和使用者易用性，这两点被认为是技术成功部署的关键。服务中断会严重影响业务运营，因此可靠性是所有地区企业的首要考虑因素。用户易用性同样重要。工具需要直觉易用，才能提高员工参与度、降低培训成本并加速投资回报。

目录

调查目标和调查方法

• 调查目标和调查方法
• 所有样本受访者的基本状况

主要发现摘要

• 主要发现

组织沟通与协作挑战

• 组织中员工沟通面临的挑战
• 阻碍工作流程效率的挑战程度
• 投资数位化通讯工具以简化工作流程
• 组织沟通与协作问题的分析

IT/电信业面临的挑战

• IT/电信挑战：非技术性挑战
• IT/电信挑战：技术
• 更深入了解IT/电信挑战

UCC 的采纳状态

• UCC软体投资
• UCC设备投资计划
• 关于统一通讯规范（UCC）采用的更多见解

工作空间与工作模式的演变

• 远距工作的未来计划
• 各地区未来远距办公计划
• 远距办公导致办公空间变化
• 亚太地区办公空间的变化
• 不断变化的欧洲办公空间
• 拉丁美洲办公空间的变化
• 北美办公空间的变化

人工智慧成为焦点

• 人工智慧通讯功能的重要性
• 人工智慧通讯提升工作质量
• 各组织对人工智慧的付费意愿
• 不同地区对人工智慧功能的付费意愿有差异
• 关于人工智慧应用的更多见解

託管服务

• 使用託管服务
• 託管服务使用：北美
• 欧洲託管服务使用情况
• 託管服务使用：亚太地区
• 託管服务使用：拉丁美洲
• 更多託管服务洞察

UCC解决方案预算

• 受访机构的年度收入
• 受访机构资金筹措的变化
• UCC预算面临压力
• UCC预算持续成长
• 未来几年，统一通讯委员会（UCC）的预算将成长，其中拉丁美洲和亚太地区主导这一成长。
• 推动投资成长的因素的重要性
• 更深入了解统一通讯解决方案预算

UCC解决方案选择与购买因素

• 选择统一通讯解决方案的因素：技术因素
• UCC遴选因素：非技术因素
• 解决方案选择的其他见解

附录

• 成长机会驱动Growth Pipeline Engine（TM）™
• 为什么成长变得越来越难？
• The Strategic Imperative 8（TM）

下一步

• 成长机会带来的益处和影响
• 下一步
• 附件清单
• 免责声明

The Pillars of Effective Communication: Manageability, Security, Integration, and Interoperability

This year's Frost & Sullivan UCC IT Decision Maker (ITDM) survey reveals that organizations are increasingly prioritizing manageability and integration to drive operational efficiency and flexibility. At the same time, seamless integration capabilities, especially through the adoption of APIs and third-party tool compatibility, are essential for agile workflows. In turn, this allows businesses to adapt quickly and enhance productivity.

The importance of AI-powered communication features continues to grow for organizations, though ITDMs are challenged with developing an AI strategy that aligns with the wider business objectives and delivers a tangible return on investment. Organizations' willingness to pay a premium for access to AI capabilities is a polarizing topic, with a roughly equal share of ITDMs prepared to pay as those that think AI capabilities are table stakes and should therefore be provided at no additional cost.

Security, a perennial challenge for ITDMs, has become a non-negotiable requirement amid rising cyber threats, stricter data privacy regulations. Advanced security features, critical to safeguarding user information and maintaining trust in digital communication platforms, are of growing importance.

On top of this, ITDMs want reliability and ease of user adoption, as these are seen as key to successful technology deployment. Businesses across all regions view reliability as a top priority, as service interruptions can severely disrupt operations. Equally important is user adoption; tools must be intuitive and user-friendly to encourage employee engagement, reduce training costs, and accelerate return on investment.

Table of Contents

Research Objectives and Methodology

• Research Objectives and Methodology
• Total Sample Respondent Demographics

Summary of Key Findings

• Key Findings

Organizational Communication and Collaboration Challenges

• Communication Challenges for Employees in Your Organization
• The Extent Challenges Hinder the Efficiency of Workflows
• Investments in Digital Communications Tools to Improve the Efficiency of Workflows
• Organizational Communication and Collaboration Challenges Analysis

IT/Telecom Department Challenges

• IT/Telecom Departments Challenges-Non-technical
• IT/Telecom Departments Challenges-Technology
• Additional Insights into IT/Telecom Departmental Challenges

UCC Adoption Status

• UCC Software Investments
• UCC Device Investment Plans
• Additional Insights into UCC Adoption

Workspace and Work Style Evolution

• Future Plans for Remote Work
• Future Remote Work Plans by Region
• Remote Work Prompts Changes to Office Space
• APAC Changes to Office Space
• Europe Changes to Office Space
• LATAM Changes to Office Space
• North America Changes to Office Space

AI in the Spotlight

• Importance of AI-Powered Communication Features
• AI-Powered Communication to Improve Quality of Work
• Organizations' Willingness to Pay for AI
• Regional Variation in Willingness to Pay for AI Capabilities
• Additional Insights into AI Adoption

Managed Services

• Use of Managed Services
• Use of Managed Services-North America
• Use of Managed Services-Europe
• Use of Managed Services-APAC
• Use of Managed Services-LATAM
• Additional Insights into Managed Services

UCC Solution Budgets

• Respondent Organization's Annual Revenue
• Respondent Organization's Change in Funding
• UCC Budgets Under Pressure
• UCC Budget Continues to Increase in the Coming Years
• UCC Budget to Increase in Coming Years with LATAM and APAC Leading the Charge
• Importance of Factors for Driving the Growth of Investments
• Additional Insights into UCC Solution Budgets

UCC Solution Selection and Purchase Factors

• UCC Solution Selection Factors-Technology Factors
• UCC Selection Factors-Non-Technology Factors
• Additional Insights into Solution Selection

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer