Cloud Communications Delivers Better Business Outcomes

A new IDC study for Vonage identifies four levels of communications technology maturity. In which of the four levels below does your business fit?

An IDC Infographic, Sponsored by Vonage

The most sophisticated cloud users, they use cloud communications to enable strategic vision and digital transformation (DX) goals.

Typical industries:

CPaaS/API adoption:

• >70% use CPaaS/APIs today

• 90% will within two years

Retail

Transportation

47% improvement in speed to market for products and services

42% improvement in customer satisfaction and loyalty

34% reduction in costs leading to increased profitability

Have adopted cloud communications, but prefer private cloud and use on-premise legacy platforms.

Typical industries:

CPaaS/API adoption:

• >30% use CPaaS/APIs today

• 60% within 2 years

Banking

Telecom

34% improvement in speed to market for products and services

29% improvement in customer satisfaction and loyalty

18% reduction in costs leading to increased profitability

More likely to use on-premise communications than private or public cloud and have not yet undertaken a DX initiative.

Typical industries:

CPaaS/API adoption:

• <10% use CPaaS today

• 30% will within two years

Insurance

Manufacturing

32% improvement in speed to market for products and services

18% improvement in customer satisfaction and loyalty

16% reduction in costs leading to increased profitability

Biggest users of traditional voice telephony for communications. Lowest users of modern tools like text, social, IM, and chat.

CPaaS/API adoption:

• Only 1% use CPaaS today

• Only 2% will within two years

Typical industries:

Real Estate

Government

16% improvement in speed to market for products and services

8% improvement in customer satisfaction and loyalty

18% reduction in costs leading to increased profitability

Check out the IDC white paper and assessment tool, Communications Advantage, to see where your business stacks up against competitors when it comes to business communications maturity.

Guidelines for Success

Want to improve your company’s communications technology? Be sure to:

  • Approach technology decisions thoughtfully, including assessing their contribution to business needs and your overall business mission
  • Consider use cases and apply the technology that’s best for each case
  • Always connect with customers the way they prefer, whether it’s text, Web, chat, social, or voice
  • Evaluate where your organization falls on the maturity scale—and learn how to advance.

Methodology: Vonage and IDC surveyed communications technology decision-makers and recommenders from more than 800 firms, with at least 250 employees, across various industries.

All IDC research is © 2017 by IDC. All rights reserved. All IDC materials are licensed with IDC's permission and in no way does the use or publication of IDC research indicate IDC's endorsement of Vonage’s products/or strategies.