Australian Enterprise Communications Usage and Directions, 2007 End-User Survey

SUMMARY

Every year, Telsyte conducts Australia's largest telecommunications business end-user survey. Based on the results of that survey, this study is the flagship report in Telsyte's Business Decision Maker Series. It offers a detailed investigation and comprehensive analysis of enterprise communications technology usage, preferences and adoption trends among Australian businesses by providing:

• A snapshot of the Australian enterprise communications market, including system technology penetration and end point penetration;
• Enterprise telephony decision-making process, including the roles of influencers and decision-makers, and use of external consultants;
• Effectiveness, Impact and end user preferences for marketing, education, and customer events;
• Current and planned adoptions of enterprise telephony and solutions, as well as spending intentions;
• End user ratings on vendor leadership areas;
• Preferences for telephony vendors, churn rates and reasons, device replacement cycle and, and end-user perceptions of emerging technologies and services; and
• 1Conclusion and recommendations.

The analysis in this study primarily focuses on the overall business market, with supplementary analysis being carried out by business size segment. However, where appropriate, analysis by vertical industry, geography and telephony vendor is also provided.

TABLE OF CONTENTS

1. INTRODUCTION

• 1.1 Methodology
• 1.2 Definitions

2. EXECUTIVE SUMMARY

3. ENTERPRISE TELEPHONY MARKET AND DECISION-MAKING PROCESS

• 3.1 2007 Australian Enterprise Telephony Market
• 3.2 Influencers and Decision Makers
• 3.3 Most Effective Sales and Marketing Tools
• 3.4 Use of External Consultants

4. TELEPHONY USAGE AND SPENDING

• 4.1 System Technology Type Usage/Penetration
• 4.2 End Point Type Penetration
• 4.3 Vendor Usage, Relationships, and Penetration
• 4.4 Enterprise Communications Spending Plans

5. VENDOR PREFERENCES AND PERCEPTIONS

• 5.1 Vendor Ratings - Meeting needs and requirements
• 5.2 Vendor Ratings - Understanding needs and requirements
• 5.3 End User Market Leadership Perceptions
• 5.4 End User Knowledge - Upcoming communications technologies

6. CONCLUSION AND RECOMMENDATIONS

• 6.1 Recommendations for Telephony Vendors

7. RELATED RESEARCH

Figures

• Figure 1 - Australian IP Telephony Revenues versus Traditional Telephony Revenues
• Figure 2 - Australian Enterprise Telephony Market Share 2006
• Figure 3 - Stakeholders Influence On Telephony Purchasing Decisions
• Figure 4 - Events and marketing influences on purchasing decisions
• Figure 5 - Focus preferences for information and marketing
• Figure 6 - Primary activity That external consultants are hired to engage in
• Figure 7 - Majority Telephony System Type Used
• Figure 8 - Average End point Type Used
• Figure 9 - Current Vendor Used In The SME Segment
• Figure 10 - Current Vendor Used In The Medium Enterprise Segment
• Figure 11 - Current Vendor Used In The Mid-Market Segment
• Figure 12 - Current Vendor Used In The Large Enterprise Segment
• Figure 13 - Unawareness Rate Of Vendor Telephony Solutions and Capabilities
• Figure 14 - Vendors Being Considered To Be Used In The Next 12 Months
• Figure 15 - Average Time With Current Vendor
• Figure 16 - Previous Telephony Vendors Used
• Figure 17 - Continuation of business with current vendor versus churn
• Figure 18 - the most important factors Considered When Changing Vendors
• Figure 19 - Enterprise Communications Spend Intentions, 2007
• Figure 20 - End User Perception Of Unified Communications Leader
• Figure 21 - End User Perception Of Reliable Telephony Vendor
• Figure 22 - End User Perception Of IP Telephony Vendor
• Figure 23 - End User Perception Of SME Telephony Leader

Tables

• Table 1 - Distribution of Telsyte's 2007 Survey Respondents by Business Size
• Table 2 - Distribution of Telsyte's 2007 Survey Respondents by Vertical Industry
• Table 3 - Distribution of Telsyte's 2007 Survey Respondents by Job Role
• Table 4 - Distribution of Telsyte's 2007 Survey Respondents by Geographical Location
• Table 5 - Final Purchasing Decision Markers By Business Size, 2007
• Table 6 - Choice of External Consultant Use
• Table 7 - End User Satisfaction With Vendor Meeting Expectations
• Table 8 - Ratings For Vendors Understanding Of End User Needs and Requirements
• Table 9 - Level of End User Knowledge Surrounding Upcoming Technologies