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BroadSoft Survey Finds Users Demanding Mobile Unified Communications

by david.nunes

BroadSoft Survey Finds Users Demanding Mobile

Unified Communications

Results point to opportunity for mobile network operators to more rapidly monetise investments in LTE networks by delivering mobile UC to workers

GAITHERSBURG, MD, January 31, 2013 – Workers are highly frustrated with today’s passive/non-real-time communications options such as email and voicemail, according to a new global survey by BroadSoft, Inc. (NASDAQ: BSFT). The research results also indicate strong desire for tightly integrated mobile unified communications (UC) solutions – suggesting Mobile Network Operators (MNOs) investments in LTE networks leave them strongly positioned to meet the communications needs of an increasingly mobile workforce.

The BroadSoft survey of more than 700 users across the U.S. and Europe included multiple industries and focused on “everyday” business users’ attitudes towards various communications technologies, particularly Unified Communications. Key findings included:

Top Communications Frustrations Are Universal

When asked to rank their top three frustrations, employees cited:

1. Waiting on information (78%);

2. Locating and contacting someone (69%); and

3. Email is an ineffective communications tool (58%).

Strong Willingness To Adopt Unified Communications

76% of respondents said they would be “very keen” or “somewhat keen” to adopt UC solutions, with Mobile integration, instant messaging and presence, and Web collaboration cited as the top three most desired unified communication services.

Demand For Tightly Integrated Mobile UC

When asked to rank the most beneficial features of UC, 69% of responses included mobile integration. The top four most beneficial UC features were:

1. Extension of desk phone features to mobile devices

2. One familiar application to access UC services across all communication devices

3. Make and receive business calls on personal mobile devices using business identity

4. Integrated, searchable personal contacts and business directory across devices

“The survey reflects the fact that workers are frustrated with everyday communications services, such as voicemail and email, and that they have a growing interest in mobile unified communications capabilities,” said Leslie Ferry, vice president marketing, BroadSoft. “And because of the higher average revenue-per-user generated by UC services, we believe mobile operators are positioned to more rapidly monetise their investments in LTE networks, and to deliver the superior Quality of Service (QoS) enterprise users require in order to efficiently communicate, from anywhere on their desired device.”

BroadSoft conducted the end-user survey in late 2012 of more than 700 business people from six vertical industries spread across three countries—the United States, Spain and Sweden—to get an unbiased view of individuals’ thoughts on communication technologies in general and UC in particular.

Survey paper – Unified Communications:  What Users Want

Survey infographic – Users Frustrations with Today’s Communication Services


About BroadSoft

BroadSoft is the leading provider of software and services that enable mobile, fixed-line and cable service providers to offer Unified Communications over their Internet Protocol.  The Company’s core communications platform enables the delivery of a range of enterprise and consumer calling, messaging and collaboration communication services, including private branch exchanges, video calling, text messaging and converged mobile and fixed-line services.

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