Masergy, a Dallas-based company specializing in software-defined network and cloud platforms, has announced results from its recent 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 these technologies.
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.
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 (SD-WAN) as highly important criteria. Seven in ten find data security challenging with respect to UCaaS and CCaaS deployments. In fact, 93 percent find it highly important that security features and services are bundled with their UCaaS/CCaaS solutions.
“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.”
The report also said that increased IT flexibility is the top driver (40 percent) of a UCaaS or CCaaS investment. More than half of respondents prefer an integrated UCaaS/CCaaS solution — one that includes network services from a single provider.
Cloud-based services like UCaaS and CCaaS are rapidly displacing PBXs and other premise-based solutions.