While communications is not a new topic for many companies, changes in technology and workforce dynamics are forcing businesses to re-examine their strategy, according to new research CompTIA, the leading non-profit association for the IT industry, in its Trends in Workforce Automation and Communications study. This study and all CompTIA research is one way in which the association re-invests resources in the IT channel. As the voice of the IT industry, CompTIA has hundreds of tools, market intelligence reports and business training programs to help IT channel organizations grow through education, certification, advocacy and philanthropy. The full report is available at no cost to CompTIA members to help them develop and hone their business plans.

1. CompTIA Market Research:
Businesses
Aligning
Communication
Priorities

2. Channel Firms and End Users Line Up
on Communications Priority
31%
Very high
36%
44%
46%
Moderately high
21%
Middle of the road
Moderately/very low
15%
5%
3%
End User View
Channel View
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users/500 U.S. channel firms

3. Priorities in Communications Strategy
Low
Reduce costs
7%
Improve engagement with customers
7%
Improve productivity among employees
9%
Improved collaboration ability
Medium
9%
Improve business metrics
31%
59%
34%
57%
42%
11%
Tight integration of point tools
49%
41%
14%
16%
Tie into social initiaitves
61%
34%
Improve quality/reliability
Tie into mobility initiatives
High
48%
50%
36%
53%
24%
38%
31%
46%
29%
40%
23%
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. IT and business executives (end users) involved in technology decision-making

4. Use of Specific Communications Technology
Implementation and Plans for Communications Tools
Deployed to all
employees
Deployed to
segments
Plan to deploy
over next year
No plans to
deploy
Email
79%
14%
6%
2%
Analog telephone system
43%
23%
6%
27%
VoIP telephone system
28%
32%
13%
27%
Instant messaging
51%
27%
6%
16%
Mobile devices
35%
50%
8%
7%
Collaboration platform
34%
38%
15%
13%
Web conferencing
31%
43%
10%
16%
Video conferencing
26%
42%
14%
18%
Social enterprise tools
17%
27%
16%
39%
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

5. Utilization of Current Communications for
Technology
Advanced/cutting edge
15%
Slightly ahead of the curve
45%
Standard adoption
Slightly behind mainstream trends
Lagging in awareness and adoption
26%
8%
4%
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

6. Use of Cloud for Communications
Using Cloud
Except For RealTime Cases
48%
15%
Using Cloud
For Everything
25%
Considering
Cloud for
Everything
5% Using Cloud
Except For RealTime Cases
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

7. Differing Approaches to Mobility
Proactive approach
with ties to
communications
strategy
35%
18%
37%
Proactive
approach without
ties to communications
strategy
Making realtime
decisions on
mobility
10%
No special
handling for
mobility
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

8. Views on Available Communications Technology
Room for
Improvement
Profile of Companies
Seeing Technology Gaps
31% Small Firms
36% Communications are mid/
low priority
39% Adoption of technology is
average or lagging
57%
24%
19%
Completely
Sufficient
Definite
Gaps
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

9. Many Companies Not Getting Full Utility
from Communications Tools
56%
Reasons for Low
Utilization
40%
30%
26%
26%
10%
9%
5%
High utility
from all tools
Some tools
not used
heavily
Difficult to change behavior
Difficult to educate end user
Difficult to change workflow
Tools not working properly
Tools not interacting well
Several tools
not used
heavily
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

10. End Users Take Many Different Purchasing Paths
Direct purchase from a telecom carrier
49%
Direct purchase from a software vendor
45%
Direct purchase from manufacturer
40%
Software purchase through IT firm
38%
Equipment purchase through IT firm
36%
Hosted service with IT firm
Equipment purchase through telecom firm
Software purchase through telecom firm
30%
21%
21%
Hosted service with telecom firm
17%
Use specialized A/V firm
Note: “telecom firm”
indicates agent/master
agent/reseller, not
carriers or vendors
17%
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

11. Helping End Users with Purchase Process
Education for end users
52%
Examples from similar-sized companies
51%
Briefing on latest technologies
48%
Education for the IT team
46%
Examples from industry
46%
ROI calculator for various options
40%
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

12. About CompTIA Research
CompTIA’s research program publishes around 25 unique studies year.
CompTIA members have access to a research library containing more
than 100 reports covering technology, business, workforce and channel
trends.
This study and all CompTIA research is one way in which the association
re-invests resources in the IT channel. As the voice of the IT industry,
CompTIA has hundreds of tools, market intelligence reports and business
training programs to help IT channel organizations grow through
education, certification, advocacy and philanthropy. The full report is
available at no cost to CompTIA members to help them develop and
hone their business plans.
Visit www.comptia.org or contact research@comptia.org for more
information.