Unlock the Value of Combined Communications
Small and mid-market businesses are constantly challenged to do more with less — namely, to reduce costs and streamline operations while delivering quality experiences.
Complex technology can prevent businesses from achieving this goal. Forrester Consulting conducted research to evaluate the impact of communications challenges and how consolidating technology sources can unlock value.
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Communication Is Key
Explore the Challenges
Consolidation Can Help
Behind the Data
49%
Impacts customer experience negatively
Communication is key business success, but employees aren’t equipped to collaborate effectively without the right communications technology.
Poor Experiences, Bad Business Impact
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Communication Is Key
45%
38%
40%
Requires more time and cost to maintain/fix
Reduces employee productivity
Results in lost business
Reliability
33% of Forrester study respondents indicated inconsistent reliability as the top UCaaS challenge.
Cost
Cost
Being too expensive to maintain or consume was the top challenge for the CCaaS platform at 32%.
Experience
Experience
Reliability
Explore the Challenges
The Forrester study uncovered top challenges across UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) platforms.
Click to explore the top 4
Organizations are struggling with UCaaS and CCaaS.
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Being too expensive to maintain or consume was the second highest challenge for UCaaS at 28%.
26% found inconsistent reliability as a key challenge for CCaaS.
27% of respondents selected poor end-user experience as a UCaaS challenge.
27% also found poor end-user experience as a challenge for CCaaS.
What factors and outcomes should decision-makers look for when evaluating a single vendor solution?
Adopting a single technology vendor to connect UCaaS and CCaaS solutions can help.
Consolidation Can Help
Click the icons below to discover three of the top challenges
Improving compliance and security
58%
1 of 4
Improving access to third-party applications
2 of 4
49%
Improving call center quality
3 of 4
43%
Improving advanced analytics
4 of 4
41%
“Using disparate solutions leaves much to be desired, as current communications environments fail to live up to their promise. The answer? Simplification and standardization.”
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This Opportunity Snapshot was commissioned by Vonage. To create this profile, Forrester Consulting supplemented this research with custom survey questions asked of 421 communications software decision-makers at SMB and midmarket organizations in the U.S. and UK. The custom survey began and was completed in January 2024.
Methodology
Behind the Data
U.S. - 62%
UK - 38%
Country
500 to 999 employees - 32%
100 to 499 employees - 41%
50 to 99 employees - 27%
Company size
Respondents
421 communications software decision-makers at SMB and midmarket organizations
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Discover all the Forrester insights and read the whitepaper to learn why combining UCaaS and CCaaS matters.
So how does collaboration impact business? Click on the icons to learn how poor collaboration experiences impact business according to Forrester study respondents.
49%
45%
40%
38%
What factors and outcomes should decision-makers look for when evaluating a single vendor solution?
Consolidation Can Help
What factors and outcomes should decision-makers look for when evaluating a single vendor solution?
Consolidation Can Help
What factors and outcomes should decision-makers look for when evaluating a single vendor solution?
Consolidation Can Help
What factors and outcomes should decision-makers look for when evaluating a single vendor solution?
Consolidation Can Help
1 of 4
Improving compliance and security
58%
2 of 4
Improving access to third-party applications
49%
3 of 4
Improving call center quality
43%
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