KEY FINDINGS This study revealed the following key findings: CCaaS • Growth in seats migrating to CCaaS in the next 12 months is expected to be strongest in financial services and retail/e- Digital Transformation commerce, followed closely by high tech and manufacturing. • Most companies (even government agencies) have already • Companies in the $50M to $100M revenue range are expected to embarked on digital transformation journeys. The likelihood of grow CCaaS seats by 11% in the next 12 months. having a defined digital transformation plan in place moves into the mid- to high 90% range for companies larger than $100 million. However only 28% say they have completely concluded their Trusted Advisors digital transformation journey. • In our 2024 survey, 34% of respondents felt that their internal teams are somewhat qualified to unqualified to plan, manage, • Industry segments that showed increased momentum for digital optimize, and troubleshoot the full range of their IT infrastructure. transformation initiatives and aspire to be at the forefront of IT Customers continue to rely on Trusted Advisors most frequently include financial services (including insurance), legal, and high- for assistance with cloud services. With multi-cloud a reality for tech businesses. most enterprises, Trusted Advisors are a key resource, with 78% of respondents using them for the procurement of cloud services. UCaaS • Adoption of UCaaS, as measured by company revenue, has Security occurred nearly as rapidly at small companies as large enterprises, • Security solutions, including selection of managed security with over 80% of companies expected to have evaluated UCaaS providers, are another area where Trusted Advisors are frequently solutions by the end of 2024. Adoption and full migration of legacy called upon for strategic guidance. PBXs, however, will still take some considerable time, with the current transformation to the UCaaS around 60% completed. • Only 39% of respondents felt they are well prepared for a cyber- attack; 32% of respondents already report the use of third parties • User experience needs to be a top priority when selecting a UCaaS in security management. platform. When companies choose to defer moving to UCaaS, the decision is o昀琀en based on the learning curve associated with using • 69% of respondents said they feared or somewhat feared that a a new system. security breach could cost them their job. Copyright © 2024 AVANT Communications, Inc. 4