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Unified communication market to top $1 billion by 2013; Microsoft, Cisco, AT&T top vendors in new survey


Boston, MASSACHUSETTS, January 14, 2010—Market research firm Infonetics Research ( recently published two unified communication reports, one a worldwide and regional market share and forecast report, the other a survey of North American companies and their plans for deploying unified communication equipment and services, as well as their ratings of leading unified communication vendors.


The first report, Unified Communication and IP Contact Center Market Share, Size, and Forecasts, shows that worldwide revenue from unified messaging platforms and communicator software clients is expected to drop by 4% in 2009, a relatively mild decrease compared to the decrease in overall enterprise telephony spending.


The related Unified Communication Deployment Strategies and Vendor Ratings: North American Enterprise Survey focuses on end-user perceptions and plans, and names Microsoft, Cisco and AT&T the top communication providers.



“Against the backdrop of significant enterprise spending reductions on all kinds of products, the unified communication market is holding up remarkably well. Perhaps it shouldn’t come as a surprise, as these tools are designed to allow users to communicate and collaborate more effectively. But the provider landscape is far from being set in stone; organizations are going beyond their traditional communication suppliers and considering offerings from the likes of Skype and Google, making this an interesting market to follow in coming years,” notes Matthias Machowinski, Infonetics Research’s directing analyst for enterprise voice and data.

  • Shipments of communicator clients grew almost 1,000% between the first half of 2008 (1H08) and the first half of 2009 (1H09), reaching 5.4 million, with revenue nearly tripling, mainly due to aggressive bundling of communicator clients with core telephony system sales
  • In 1H09, Avaya shot to the top vendor spot for communicator licenses after running an aggressive One X upgrade promotion
  • The IP contact center and unified communication markets are forecast to return to strong double-digit annual growth once the world's economies recover, with sales surpassing $1 billion by 2012 and 2013, respectively

  • Microsoft and Cisco are the most widely deployed unified communication suppliers among survey respondents, enjoying high buyer awareness and receiving high marks from buyers on the most important buying criteria
  • AT&T and Cisco lead the list of VoIP equipment and services providers
  • Cost, complexity, and network capabilities are the leading barriers to deploying unified communication
  • The focus of unified communication is transitioning to mobility, multimedia, and collaboration, with respondents looking to integrate cell phones, IM, video, and conferencing


In 2010, Infonetics will track unified communication market size, market forecasts, and vendor market share quarterly in its expanded Enterprise Unified Communication, VoIP, and TDM Equipment report.


Infonetics’ most recent unified communication and IPCC report, published in December 2009, provides market share for Aastra, Alcatel-Lucent, Aspect, Avaya, Cisco, Interactive Intelligence, Microsoft, Nortel, Siemens, and Toshiba, and tracks UC and IPCC products offered by these companies as well as 3Com, Altigen, AVST, CosmoCom, Fonality, IBM, Mitel, NEC, ShoreTel, Vertical, Zeacom, and others.

The report tracks manufacturer revenue, seats, licenses, and ports for add-on IP PBX applications, including unified communication (unified messaging and communicator), and three IP contact center categories: ACD (automatic call distribution), IVR (interactive voice response), and CTI (computer telephony integration). The report provides market share, market size, forecasts, and analysis for North America, EMEA (Europe, Middle East, Africa), Asia Pacific, and Central and Latin America (CALA).



Infonetics’ Unified Communication Deployment Strategies and Vendor Ratings: North American Enterprise Survey takes an in-depth look at the state of the unified communication market, how far along organizations are in unifying disparate communication experiences, why they are doing it, what capabilities they need, and which vendors and service providers they are likely to use.


The survey features end-user ratings of unified communication vendors, including Avaya, Cisco, IBM, Microsoft, Mitel, Nortel, and Siemens. Companies named by respondents in response to questions about vendor familiarity, installed and future communication suppliers include AOL, Apple, AT&T, Avaya, Bell Canada, Charter, Cisco, Comcast, Dell, Google, HP, IBM, Microsoft, Motorola, Nortel, Rogers, Shoretel, Skype, Sprint, Sun, Telus, Verizon, Vonage, and Yahoo.



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From the portal, go to RESEARCH, then ENTERPRISE VOICE AND UC.


Infonetics Research ( is an international market research and consulting firm serving the communications industry since 1990. A leader in defining and tracking emerging and established technologies in all world regions, Infonetics helps clients plan, strategize, and compete more effectively.

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"Organizations are going beyond their traditional communication suppliers and considering offerings from the likes of Skype and Google..."

Matthias Machowinski
Directing Analyst, Enterprise Voice & Data


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