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Tiffani Bova Gartner VP Research Indirect Channel Programs & Sales Strategies WW tiffani.bova@gartner.com. Reading the Tea Leaves State of the Market. Channel Trends. Voice of the Customer. IT Spend Still Focused on “Run”. What is Driving Business Leaders?.

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Presentation Transcript
slide1
Tiffani Bova

Gartner

VP Research

Indirect Channel Programs & Sales Strategies WW

tiffani.bova@gartner.com

Reading the Tea LeavesState of the Market

slide7

Technology Priorities Call for Strengthening the Customer Experience

Notes:

Asia/Pacific: third = other, seventh = security, ninth = customer sales and service

North America: sixth = security

slide8

Up to three responses allowed

$100 investment allocation

2013 IT Priorities - Total

  • Q26. What do you consider your organization/subsidiary/region/country's top three IT project priorities for 2013?

Brazil

Mexico

N = 112

N = 108

uc enables a stronger mobility experience with handset replacement
UC Enables a Stronger Mobility Experience With Handset Replacement

* Illustrative of trend, not an actual forecast

  • Slow, multidecade trend away from wired handsets
  • Emphasis on smartphones and tablets
      • Investment in iPhones and Androids
  • Enhanced mobile upsell opportunities
    • Single-number reach, unified messaging, speech to text
    • Location-based services
    • Mobile device management

Mobile substitution happening now

the pace of ucc evolution is accelerating comms and collab drives competitiveness
The Pace of UCC Evolution Is Accelerating:Comms and Collab Drives Competitiveness

Gen 4

Gen 3

Aggregate

Tap broader audiences

Work with more context

Locate experts

Facilitate swarming

Network

Competitiveness

Agility

Responsiveness

Decentralized decisions

Self-organization

Trust/social capital

Ecosystem engagement

Business Value

Gen 2

Share

Effectiveness

Process consistency

Resource optimization

Productivity

Gen 1

Communicate

Productivity

Cost avoidance

E-mail

Calendar

Audio conferencing

Voice/Telephony

Discussion forums

Video conferencing

Shared workspaces

Web conferencing

Instant messaging

Presence

Documents

Reporting

Blogs, wikis

User-generated content

Activity streams

Social profiles

Microblogging

Expertise location

Universal dashboard

Social analytics

Co-editing

Location awareness

1980-2000

2000-2007

2007-2012

2010-2015

ucc junction of 2 markets

"UC"

UCC: Junction of 2+ Markets

"UCC"

Communications

Collaboration

Team/shared workspaces

Wikis, blogs, filtering

Social software andanalytics

Expert location and context-aware applications

Collaborative/real-time authoring

Telephony

Voice mail

Audio conferencing

Unified Messaging

Videoconferencing

Call center

E-mail

Web conferencing

Instant messaging

Presence

Directory

Other collaboration tools

Communicate

Share

Network

Aggregate

  • UCC represents a broad set of functions. Growing, evolving, changing, adapting.
  • Few companies have the same requirements.
factors driving change and trends in ucc
Factors Driving Change and Trends in UCC

MultitaskingMultimodal

New UserComm & CollabParadigms

Consumerization

Social Software

Mobility

Cloud

Contextual Deployment

channel playing specific roles in cloud
Channel Playing Specific Roles in Cloud

Source: Gartner (April 2012) n=313

partner services evolution
Partner Services Evolution

Service Delivery Options

Resale Partner

MSP Partner

Outsourcing Partner

Services Partner

Consulting Services

Professional Services

Customer Value Stacks

Infrastructure Management

Application and IT Management

Business Services

Supporting Services

Service Assets

Product Support Services

Provider

Delivered

Provider

Delivered

Provider

Delivered

Provider

Delivered

Partner

Delivered

Partner

Delivered

Amount of Partner Investment 

Partner

Delivered

Partner

Delivered

Plan – Build, Reactive, Proactive, Preemptive, Operate

Technical Services Managed Services Advanced Services

Provider Does More Partner Does More 

right skills for same type of business lack of skills for advanced offerings
Right Skills for Same Type of BusinessLack of Skills for Advanced Offerings

Source: Gartner (April 2012) n=313

without sales aligned new offerings stall
Without Sales Aligned – New Offerings Stall

Source: Gartner (April 2012) n=313

recommendations
Recommendations
  • Distance buyer from technology and marry them to the outcome
  • If you miss a shift you are at risk
  • Prepare your company for success
  • New era of computing
  • New buyers of technology
  • New partner types
  • Always reinvent your business, there is no ‘end game’
  • Growth requires leadership
  • Create differentiated value
  • Meet market demand
  • Make IT relevant
  • Moving from tactical ‘supplier’ to strategic ‘partner’ doesn’t happen overnight
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Tiffani Bova

Gartner

VP Research

Indirect Channel Programs & Sales Strategies WW

tiffani.bova@gartner.com

Tiffani_Bova

Reading the Tea LeavesState of the Market