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The survey incorporates interviews with 280 decision makers controlling $13bn in ICT spending across a range of sectors, including in financial services, healthcare, transport and logistics.
Most (71 percent) companies surveyed have now merged their budget for communications and IT solutions, and while 46 percent of respondents want to work with a single vendor only 11 percent of respondents believe that a single vendor can meet their diverse product needs.
"CSPs stand to capitalize from the consolidation in enterprise communications and IT budgets, however they must overcome a reputation for high cost and complexity in the delivery of services," said Russell Palmer, Industry Principal -- Communications & Media, at Pegasystems. "Our research shows that enterprises have a long-list of 'must-fix' issues for CSPs looking to capitalize on the ICT market opportunity, and quality of service is one of the most important attributes enterprises look for when selecting their ICT partners."
Key survey findings:
-- 70 percent of respondents cited "too much complexity" as a problem when it comes to service. Additionally, 58 percent struggle, to some extent, with insufficient quality of service.
-- 71 percent of respondents rated reliability as one of the "most important" factors when selecting a vendor, putting CSPs with a track record of network reliability in a good position to gain market share.
-- 64 percent of enterprises plan to increase their mobile spending related to ICT solutions, placing CSPs with mobile network assets in the best position to gain market share.
-- 89 percent of enterprises view CSPs as a credible provider of ICT solutions but have no channel preference for purchases between IT providers, VARs and CSPs. Those CSPs that can deliver quality customer service will differentiate themselves from the competition.
Sponsored by Pegasystems, the study was conducted by Vanson Bourne in the U.S., UK, France, Germany and Italy. Almost half (46 percent) of respondents work at organizations of more than 3,000 employees and have an average annual combined IT and communications budget in excess of $46m.
Click here to download the study.
Source: Pegasystems Inc.
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