Masergy releases 2020 UCaaS and CCaaS market trends report | Light Reading

31 Mar Masergy releases 2020 UCaaS and CCaaS market trends report | Light Reading

DALLAS Masergy, the software-defined network and cloud platform for
the digital enterprise, today announced results from its new market trends report for Unified
Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). The survey
found that security and network services are the top challenges for enterprises deploying or
considering UCaaS and CCaaS technologies, and decision makers prefer bundled solutions
that add security features, a software-defined network, and 24/7 performance monitoring.

Conducted in partnership with IDG Research, the study analyzed responses from IT decision
makers at global enterprises that are evaluating, planning to implement or have implemented
UCaaS or CCaaS. Findings revealed that data security and network performance are the top
two areas that IT focuses on to ensure their UCaaS and CCaaS solutions are successfully
delivering on business goals. Moreover, integrated solutions from a single provider take
precedence, because respondents say they result in easier implementation and management
with better visibility and fewer integration issues.

Key Findings
90+ Percent Prefer a Bundled SD-Network and Want 24/7 Monitoring

• Most (93 percent) say it’s highly important that their UCaaS/CCaaS solutions come
  bundled with network services in a single, seamless approach.
• When considering network service to support UCaaS/CCaaS, 90 percent of respondents
  rate a fully managed service with 24/7 monitoring and a software-defined network (SDWAN)
  as highly important criteria.

70 Percent Say Security is a Challenge and 93% Want Security Features and Services
Built-In

• Seven in ten (70%) find data security challenging with respect to UCaaS and
  CCaaS deployments.
• In fact, 93% find it highly important (46% “critical”) that security features and
  services are bundled with their UCaaS/CCaaS solutions.

Flexibility Drives Investment and Buyers Prioritize Simplicity

• Increased IT flexibility is the top driver (40%) of a UCaaS or CCaaS investment.
• More than half of respondents (51%) prefer an integrated UCaaS/CCaaS solution
  one that includes network services from a single provider.

“The maturity of UCaaS and CCaaS has today’s decision makers less worried about technology
features and more concerned about secure application performance across the network and the
cloud,” said Terry Traina, chief digital officer, Masergy. “No other UCaaS/CCaaS provider on the
market is better positioned to address the breadth of IT needs with a single platform. Masergy’s
SD-WAN, security, and cloud applications unite to deliver global performance for critical
communication applications.”

Masergy’s UCaaS and CCaaS solutions are powered by Cisco. Webex Calling, Meetings,
Teams, and Contact Center technologies are embedded into Masergy’s global, software-defined
network. As a result, enterprises get all-in-one solutions that deliver near-perfect connectivity
with

Masergy Communications Inc.