U.S. Small and Mid-sized Businesses Find Value in Converged Communications Solutions

“These plans for deployment and evaluation are even more impressive when you consider that nearly two-thirds of these companies said they are generally satisfied with their existing communications systems,” said John Venator, president and chief executive officer, CompTIA. “Small and medium-sized businesses clearly believe converged voice and data networks and applications have real business value, whether it is through reducing the cost of internal and external communications systems; streamlining management of voice and data networks; or improving productivity throughout their operations.”

CompTIA commissioned IDC, a global provider of market intelligence, advisory services and events for the information technology (IT) and telecommunications industries, to evaluate the awareness and use of convergent technologies in the U.S. small and mid-sized business (SMB) market. About 40 percent of responding companies participating in the Web survey came from the professional services, healthcare facilities and services, financial and real estate services, and retail trade sectors.

Two-thirds of the respondents said they recognize the business value in converged solutions, such as unified messaging and integrated voice and data applications.

When asked about unified messaging systems, which provide a common inbox for all email, voicemail and fax messages, 25 percent of SMBs said they have already deployed these solutions and felt it provided “good business value.” Another 41 percent have not deployed unified messaging but said they recognize it would provide good business value.

Asked a similar question about phone and business application integration, such as click-to-dial directories and caller ID integration with customer relationship management (CRM) system, 16 percent of respondents said they have deployed these solutions and feel it provides good business value. Another 47 percent have not deployed them but recognize that it would provide good business value.

Businesses are migrating to converged communications solutions at different paces, based on factors such as comfort level with new technologies; depreciation schedules or obsolescence of legacy voice equipment; or budget availability. Regardless of the driving factor, each installation is likely to involve a certain amount of customization. This will require a more consultative customer and demand a workforce trained in converged applications. CompTIA, the world’s leading provider of vendor-neutral certifications for the IT industry, is currently working with product manufacturers, distributors and others active in the convergence market to develop a professional certification that establishes a baseline standard for an IT professional’s ability to install and support converged data, voice and video communications solutions.