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New Masergy Research Reveals Businesses Seek Greater Integration and Consolidation in Collaboration Tools and Services
5 Oct, 2022

Hybrid Work Driving Desire for More Streamlined Approach to Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS); Network Security and Performance Remain Key to Successful Deployments
DALLAS, TX - October 4, 2022 - IT leaders are seeking more integrated unified communications (UC) services for their hybrid workforce, according to a new CIO study released today by Masergy, the software-defined network and cloud platform for the digital enterprise. The 2022 UCaas and CCaaS Market Trends Study sheds light on the rising imperative among businesses to standardize and consolidate their corporate collaboration strategies – using bundled solutions to remove IT complexity from today’s digital interactions among distributed workforces and customers. The full report is available for download here. The latest study found success requirements for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) have evolved since the 2020 report with consolidation and integration becoming more important. Two years ago, the top criteria for ensuring successful deployments were data security and network reliability. This year, integration has broken into the top tier with near-equal significance. Of the more than 200 senior IT leaders surveyed:- 91% say data security is critical or very important
- 90% say network reliability is critical or very important
- 89% say integration is critical or very important
- Companies can’t afford a collaboration failure: 9 out of 10 IT leaders say UCaaS/CCaaS downtime is highly concerning or detrimental to their business — up from 8 out of 10 in 2020
- UCaaS adoption is rising amidst changing times:
- 97% of organizations say remote work has increased interest in UCaaS/CCaaS
- 47% of organizations have implemented UCaaS/CCaaS, up from 40% in 2020
- 75% of respondents report increased use of Microsoft TeamsⓇ
- IT agility is the biggest driver: Respondents state the single biggest factor driving their UCaaS/CCaaS investment is increasing their IT flexibility and agility (41%)