- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- PilotHouse - UCC
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
IP Telephony and Unified Communications Total Cost of Ownership
Understanding the Total Cost of Ownership (TCO) of IP Telephony (IPT) and Unified Communications (UC) alternatives is critical for sound decision-making. Nemertes recommends considering capital, implementation, and operational costs in TCO analysis.
Nemertes recently interviewed and surveyed 189 enterprises to gather cost data for seven leading IPT and UC vendors: Alcatel-Lucent, Avaya, Cisco, Microsoft, NEC, ShoreTel, and Mitel. We then used this data to develop a first-year TCO analysis comparing each vendor to overall aggregate costs and comparing 2014 TCO data to data gathered for last year’s TCO study. Nemertes finds that real-world IP telephony costs have dropped by 28% over the last year, while integrated UC costs have increased by 83%. Costs still vary based on size of deployment and product, meaning that no single vendor is the most cost-effective (defined as offering the lowest TCO) for every situation.
Enterprise IT leaders should invest the necessary time and care to make sure they understand all areas of cost and develop a complete TCO picture in support of IPT and UC purchasing decisions.