2025年UCC買家觀點：2025年及以後的投資重點

有效溝通的支柱：管理性、安全性、整合性和互通性

根據Frost & Sullivan今年的統一通訊與控制（UCC）IT 決策者（ITDM）調查，企業越來越重視控制和整合，以提高營運效率和靈活性。同時，無縫整合能力，特別是 API 的應用和第三方工具的兼容性，對於敏捷的工作流程非常重要，能夠幫助企業快速適應變化並提高生產力。

隨著人工智慧驅動的通訊能力對企業的重要性日益凸顯，IT決策者面臨的挑戰是如何制定與更廣泛的業務目標相契合併能帶來切實投資回報的人工智慧策略。企業是否願意為獲得人工智慧能力支付額外費用，目前存在著截然不同的看法，IT決策者中願意付費的人數與認為人工智慧能力只是理論上的、因此應該免費提供的人數大致相當。

安全一直是IT決策者關注的焦點，在網路威脅日益加劇和資料隱私法規日趨嚴格的背景下，安全已成為不容妥協的必要條件。高級安全功能的重要性與日俱增，因為它們對於保護用戶資訊和維護用戶對數位通訊平台的信任非常重要。

此外，IT決策者們也關注可靠性和使用者易用性，這兩點被認為是技術成功部署的關鍵。服務中斷會嚴重影響業務營運，因此可靠性是所有地區企業的首要考慮因素。用戶易用性同樣重要。工具需要直覺易用，才能提高員工參與度、降低培訓成本並加速投資回報。

目錄

調查目標和調查方法

• 調查目標和調查方法
• 所有樣本受訪者的基本狀況

主要調查結果摘要

• 主要調查結果

組織溝通與協作挑戰

• 組織中員工溝通面臨的挑戰
• 阻礙工作流程效率的挑戰程度
• 投資數位化通訊工具以簡化工作流程
• 組織溝通與協作問題的分析

IT/電信業面臨的挑戰

• IT/電信挑戰：非技術性挑戰
• IT/電信挑戰：技術
• 更深入了解IT/電信挑戰

UCC 的導入狀態

• UCC軟體投資
• UCC設備投資計劃
• 關於統一通訊規範（UCC）採用的更多見解

工作空間與工作模式的演變

• 遠距工作的未來計劃
• 各地區未來遠距辦公計劃
• 遠距辦公導致辦公空間變化
• 亞太地區辦公空間的變化
• 不斷變化的歐洲辦公空間
• 拉丁美洲辦公空間的變化
• 北美辦公空間的變化

人工智慧成為焦點

• 人工智慧通訊功能的重要性
• 人工智慧通訊提升工作品質
• 各組織對人工智慧的付費意願
• 不同地區對人工智慧功能的付費意願有差異
• 關於人工智慧應用的更多見解

託管服務

• 使用託管服務
• 託管服務使用：北美
• 託管服務使用：歐洲
• 託管服務使用：亞太地區
• 託管服務使用：拉丁美洲
• 更多託管服務洞察

UCC解決方案預算

• 受訪機構的年度收入
• 受訪機構資金籌措的變化
• UCC預算面臨壓力
• UCC預算持續成長
• 未來幾年，統一通訊委員會（UCC）的預算將成長，其中拉丁美洲和亞太地區主導該成長。
• 推動投資成長的因素的重要性
• 更深入了解統一通訊解決方案預算

UCC解決方案選擇與購買因素

• 選擇統一通訊解決方案的因素：技術因素
• UCC遴選因素：非技術因素
• 解決方案選擇的其他見解

附錄

• 成長機會驅動Growth Pipeline Engine（TM）™
• 為什麼成長變得越來越難？
• The Strategic Imperative 8（TM）

下一步

• 成長機會帶來的益處和影響
• 下一步
• 附件清單
• 免責聲明

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