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Endpoint Buying Trends

Published on: January 7, 2020

Author: Irwin Lazar, Vice President and Service Director

The UC device endpoint market is becoming increasingly competitive. New entrants seek to disrupt by offering low pricing, while existing vendors are now offering a Device-as-a-Service (DaaS) purchase model enabling customers to rent phones and video conferencing systems at a set price over a fixed length of time. In addition, vendors are increasing availability of extended warranty and managed and professional services to increase customer stickiness. To determine enterprise interest in offerings included extended warranties, managed and professional services, and DaaS, Nemertes gathered data from 540 end-user organizations in North America, Western Europe, Southeast Asia, and Australia. Our participant pool included a broad spread of organizations ranging in size from fewer than 250 employees to more than 2,500, across all industries.

Our research shows strong interest in DaaS, with most organizations either open to it if saves money, or preferring it over alternative purchasing options. We also find that more than half of participants typically procure an extended warranty to cover phones, headsets, and video conferencing endpoints. Finally, roughly one-third of participants use managed and professional services to support phones and video endpoints, while 65.7% use, or plan to use, managed services to support headsets.

New purchasing methods, plus the availability of extended warranties and managed and professional services mean IT buyers must exercise due diligence when evaluating alternative solutions.

IT leaders should:
• Evaluate Device-as-a-Service buying models to understand if the fix-priced rental approach, typically with bundled managed and extended warranty services provides a better alternative versus leasing or outright purchase
• When evaluating costs of competing solutions, calculate not only purchase costs, but also costs for managed and professional services such as installation, training, and remote management
• Consider extended warranty plans, especially for devices with high replacement costs, or that require fast replacement in the event of device failure
• Evaluate managed services to alleviate the need to purchase and maintain a self-managed platform


Table of Contents
  • Executive Summary
  • Overview
  • Device-as-a-Service
  • Extended Warranty
  • Managed and Professional Services
  • Conclusions and Recommendations


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