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BVM-UCC Management Vendor Selection Guide

Author: Robin Gareiss, President & Founder

Unified Communications and Collaboration Management (UCC Management) products and services typically manage IP telephony, instant messaging, presence, and audio conferencing, and also may manage contact center, video conferencing, and Session Border Controllers. This report covers three types of providers that address ongoing monitoring and management:

  • Integrated UCC Platform/Cloud Management: These are providers of on-premises or cloud-based UCC that offer management tools as part of their platform or service. Our research indicates that 42.6% of IT professionals report they use the UCC management packages integrated with their UCC platforms or services.
  • Performance Management: These are third-party providers (ie not the UCC suite vendors themselves) whose tools focus on UCC uptime, problem/resolution, root-cause analysis, and ongoing performance of UCC apps. Our research indicates that 22.7% of IT professionals these tools.
  • Operations/Administrative Management: These are third-party specialists whose tools focus on UCC configuration, event, and address management, among other things. Our research indicates that 28.8% of IT professionals use these tools

Table of Contents
  • About Unified Communications and Collaboration Management
  • About UCC Platform/Cloud Management Tools
  • About Performance Management Tools
  • About Operations/Administrative Management Tools
  • Cloud vs. On Premises
  • Enterprise vs Midmarket
  • Cost Data
  • User Sentiment Rating
  • User Sentiment Components
  • Ratings Summary: Innovation, Customer Service, Technology
  • Provider Individual Ratings: Summary and Drilldown
  • Platform/Cloud User Sentiment Ratings
  • Performance Management User Sentiment Ratings
  • Operations Management User Sentiment Ratings
  • Operational Costs: Summary and Drilldown
  • Breakdown of Operational Costs
  • Annual Operational UCC Cost by Provider
  • Leveraging the Data
  • Recommendations
  • Research Methodology
  • Demographics
  • By Number of Employees
  • By Industry

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