A Diversity Of Deployment Models Spells The Future Of Collaboration
60118R8CP
60118R8CP
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
A Forrester Consulting<br />
Thought Leadership Paper<br />
Commissioned By Cisco<br />
March 2016<br />
A <strong>Diversity</strong> <strong>Of</strong><br />
<strong>Deployment</strong> <strong>Models</strong><br />
<strong>Spells</strong> <strong>The</strong> <strong>Future</strong> <strong>Of</strong><br />
<strong>Collaboration</strong><br />
Cloud, Hybrid, And Premises-Based<br />
<strong>Deployment</strong>s All Play A <strong>Future</strong> Role
Table <strong>Of</strong> Contents<br />
Executive Summary ........................................................................................... 1<br />
UC Technologies Are Poised For <strong>Future</strong> Growth To Help Drive Business<br />
Goals .................................................................................................................... 2<br />
Maximizing Impact <strong>Of</strong> UC Technologies Proves Challenging ..................... 3<br />
UC Investment And Cloud <strong>Deployment</strong> Are Key ........................................... 5<br />
Key Recommendations ..................................................................................... 8<br />
Appendix A: Methodology ................................................................................ 9<br />
Appendix B: Demographics .............................................................................. 9<br />
Appendix C: Endnotes ..................................................................................... 10<br />
ABOUT FORRESTER CONSULTING<br />
Forrester Consulting provides independent and objective research-based<br />
consulting to help leaders succeed in their organizations. Ranging in scope from a<br />
short strategy session to custom projects, Forrester’s Consulting services connect<br />
you directly with research analysts who apply expert insight to your specific<br />
business challenges. For more information, visit forrester.com/consulting.[ 1-<br />
WETXSJ]<br />
© 2016, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited.<br />
Information is based on best available resources. Opinions reflect judgment at the time and are subject to<br />
change. Forrester ® , Technographics ® , Forrester Wave, RoleView, TechRadar, and Total Economic Impact<br />
are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective<br />
companies. For additional information, go to www.forrester.com. [1-WETXSJ]
1<br />
Executive Summary<br />
<strong>Collaboration</strong> is essential in today’s fast-paced competitive<br />
environment. It’s the connective tissue of the customer<br />
experience ecosystem. Sixty-one percent of today's<br />
information workers — those who use a computer at least 1<br />
hour a day — regularly communicate with colleagues,<br />
business partners, and customers. 1 Product managers<br />
instant message with suppliers to answer quick inventory<br />
questions. A marketing team drives a new website design<br />
using voice, video, and web conferencing with a design<br />
agency. While collaboration technologies are not new, there<br />
is room for improvement to increase their impact and<br />
business value.<br />
› Today, unified communications comes in many<br />
flavors. A one-size-fit-all model does not match the<br />
current state of the unified communications marketplace.<br />
Currently, 22% of SMBs are on-premises, 37% are split<br />
with hybrid deployments, and 33% are in the cloud. <strong>The</strong><br />
remaining surveyed companies have not yet deployed.<br />
This diversity will continue into the foreseeable future as<br />
businesses strive to protect existing investments while<br />
leveraging the cloud to add new capabilities.<br />
In December 2015, Cisco commissioned Forrester<br />
Consulting to examine the use and benefits of collaboration<br />
technologies within small and medium-size businesses<br />
(SMBs). To further explore this trend, Forrester developed a<br />
hypothesis that SMBs want to support a broad range of<br />
work styles and locations with collaboration technologies<br />
that allow employees to seamlessly message, meet, and<br />
call.<br />
In conducting in-depth surveys with 606 IT and business<br />
decision-makers in companies with between 20 and 999<br />
employees, Forrester found that these companies improved<br />
operational efficiency while addressing rising customer<br />
expectations as a result of deploying unified<br />
communications (UC) technologies.<br />
KEY FINDINGS<br />
Forrester’s study yielded three key findings:<br />
› Small and medium-size businesses value their people<br />
working in a collaborative culture. Today it’s critical to<br />
support an increasingly tech-savvy workforce who values<br />
collaborative environments to creatively solve problems<br />
and drive business success. Sixty-two percent said their<br />
culture fosters collaboration.<br />
› Unified communications, a key component of<br />
collaboration, is an unfinished journey. While only<br />
19% of SMBs have already deployed unified<br />
communications, 78% have plans to expand, upgrade, or<br />
deploy in the next 12 months. This indicates an<br />
approaching maturity of the unified communications<br />
marketplace.
2<br />
UC Technologies Are Poised For<br />
<strong>Future</strong> Growth To Help Drive<br />
Business Goals<br />
In the age of the customer, employees expect to access<br />
information and communicate from any device, at any time,<br />
from any location. More effective UC deployments can grow<br />
revenue, reduce costs, and improve customer experience.<br />
To this end, organizations deploy an array of UC<br />
technologies to help increase employee collaboration and<br />
productivity. Our survey found that:<br />
› Many SMBs plan to expand use of UC technologies in<br />
the next year. <strong>The</strong> majority of companies actively use and<br />
plan to expand their use of UC technologies. This tendency<br />
crosses regional boundaries. APAC and Brazil lead the<br />
charge of adoption, with 54% in APAC and 45% in Brazil<br />
expanding or upgrading their UC capabilities.<br />
Simultaneously, 43% of companies in EMEA plan to<br />
implement UC technologies in the next year (see Figure 1).<br />
FIGURE 1<br />
Brazil And APAC Ripe For Expansion; EMEA<br />
Planning To Deploy<br />
“At what stage is your firm in adopting unified<br />
communications technologies?”<br />
Decreasing or removing Planning to implement in<br />
the next 12 months<br />
Expanding or upgrading Implemented<br />
implementation<br />
2%<br />
3%<br />
1%<br />
36%<br />
8%<br />
38%<br />
43%<br />
42% 27%<br />
42%<br />
19%<br />
Total<br />
30%<br />
25%<br />
North<br />
America<br />
(N = 101)<br />
33%<br />
21%<br />
EMEA<br />
(N = 182)<br />
45%<br />
13%<br />
Brazil<br />
(N = 100)<br />
Base: 606 IT and business decision-makers who influence collaboration<br />
decisions at SMBs within North America, EMEA, APAC, and Brazil<br />
(percentages may not total 100 because of rounding)<br />
54%<br />
18%<br />
APAC<br />
(N = 223)<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016<br />
› SMBs have a multitude of UC technologies installed.<br />
While desktop videoconferencing, webconferencing, and<br />
room-based videoconferencing are in place in more than a<br />
third of SMBs, products that integrate calendars or<br />
directories are also installed. More than a third (38%) of<br />
companies have implemented integration-to-calendar<br />
capabilities, 32% have integrated voicemail and email, and<br />
32% have integrated with collaboration software. More<br />
than a quarter of companies turn to API capabilities to<br />
enable integration across various services (see Figure 2).<br />
› SMBs have an appetite for collaboration and<br />
innovation. More than three out of five SMBs (63%)<br />
identify as people-centric — considering employees their<br />
strongest assets — while 62% of SMBs indicated that their<br />
FIGURE 2<br />
Current <strong>Deployment</strong> <strong>Of</strong> Unified Communications<br />
Features<br />
“At what stage is your firm in adopting each of the<br />
following features of unified communications?”<br />
(Showing those who selected “currently implemented”)<br />
Integration to calendar 38%<br />
Desktop videoconferencing 37%<br />
Integration to directory 37%<br />
Room-based<br />
videoconferencing<br />
Integration with<br />
collaboration software<br />
Integrated voicemail<br />
with email<br />
Integrated IP conferencing<br />
capability<br />
Integration with business<br />
applications like ERP and CRM<br />
APIs capability for integration<br />
options to a broad range<br />
of services<br />
Base: 606 IT and business decision-makers who influence collaboration<br />
decisions at SMBs within North America, EMEA, APAC, and Brazil<br />
(selected variables shown)<br />
Webconferencing 35%<br />
IP telephony 33%<br />
30%<br />
Team messaging 29%<br />
28%<br />
28%<br />
34%<br />
32%<br />
32%<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016
3<br />
culture fosters collaboration. <strong>The</strong>se companies recognize<br />
the importance of empowering a tech-savvy workforce and<br />
invest in technologies that promote a flexible, remote<br />
working environment for employees (58%).<br />
› UC technologies arm companies with the resources<br />
to reach critical business goals. Comprehensive<br />
deployment of UC provides employees with tools to<br />
perform against business agendas. Top business<br />
objectives include improving operational efficiency,<br />
growing revenue, and addressing rising customer<br />
expectations (see Table 1).<br />
TABLE 1<br />
UC Technologies Help SMBs Address Key<br />
Business Priorities<br />
Business Objective<br />
High<br />
Priority<br />
UC Had<br />
Significant<br />
Impact<br />
Improve operational efficiency 81% 73%<br />
Grow revenue 78% 66%<br />
Improve our products/services 76% 70%<br />
Improve the experience of our<br />
customers<br />
Address rising customer<br />
expectations<br />
75% 66%<br />
74% 68%<br />
Reduce costs 71% 68%<br />
Improve our ability to innovate 69% 64%<br />
Base: 606 IT and business decision-makers who influence collaboration<br />
tools at SMBs within North America, EMEA, APAC, and Brazil<br />
(selected variables shown)<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016<br />
Maximizing Impact <strong>Of</strong> UC<br />
Technologies Proves Challenging<br />
Unified communications technologies help SMBs move<br />
toward strategic goals, yet as widespread use and adoption<br />
of UC technologies increase, so do obstacles to realizing<br />
key benefits. Our survey found that:<br />
› Lack of employee knowledge and access to key<br />
features is an obstacle. When considering general<br />
obstacles, 31% conveyed that employees have yet to<br />
move to their system, and 30% reported that employees<br />
lack knowledge of helpful feature sets (see Figure 3).<br />
Further, the complexity and incompatibility of product<br />
portfolios increase as companies acquire technology from<br />
disparate vendors, affecting the employee experience. As<br />
a result, companies now face the challenge of deploying<br />
UC tools that better the employee experience: tools that<br />
are simple, secure, and complete.<br />
FIGURE 3<br />
Top Five Obstacles Challenging SMBs To Obtain<br />
More Value Out <strong>Of</strong> UC<br />
“What obstacles, if any, are preventing your firm’s<br />
employees from realizing all of the benefits of your<br />
unified communications solution?”<br />
Many employees aren’t<br />
on the system yet<br />
Many employees with access<br />
to UC are unaware of feature<br />
sets that would make<br />
their own job easier<br />
Securing voice, video, and<br />
messaging traffic is a challenge<br />
<strong>The</strong> UC features are not<br />
intuitive for users to learn easily<br />
Different vendors’ technologies<br />
are not integrated<br />
24%<br />
24%<br />
24%<br />
31%<br />
30%<br />
Base: 387 IT and business decision-makers who influence collaboration<br />
tools at SMBs within North America, EMEA, APAC, and Brazil<br />
(selected variables shown)<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016
4<br />
UC deployment models are not straightforward. Over<br />
a third (37%) of total leaders cited that their company<br />
deploys UC in a hybrid configuration. This varies by<br />
company size, with 34% of small businesses (20 to 249<br />
employees) deploying via hybrid compared with 40% of<br />
medium-size businesses (250 to 999 employees). This<br />
comes as no surprise, as companies continue to operate<br />
under the auspices of legacy systems while<br />
simultaneously building cloud partnerships. In fact, 32% of<br />
small businesses and 34% of medium-size businesses<br />
focus deployment in the cloud.<br />
› <strong>Deployment</strong> configuration can bring additional<br />
challenges. Organizations that deploy UC systems onpremises<br />
or via hybrid versus the cloud can experience<br />
different challenges. Respondents considering or utilizing a<br />
cloud deployment model have greater concerns around<br />
regulatory or compliance issues (22%) relative to their<br />
counterparts (14%). Other challenges are comparable with<br />
deployment complexity. Respondents that deploy via hybrid<br />
or on-premises expressed legitimate concerns over complex<br />
configuration of the client (29%), more so than companies<br />
that leverage cloud deployment (20%) (see Figure 4).<br />
› SMBs are generally satisfied with their UC<br />
technologies, but their solutions fail to exceed<br />
expectations. Overall, UC capabilities appear to satisfy<br />
SMB needs but fall short of delighting adopters. Improving<br />
customer experience — a key business imperative —<br />
appears low on the list of exceeded expectations (21%),<br />
followed by improved team collaboration (21%) and<br />
improved business relationships with partners (19%) (see<br />
Figure 5). Unified communications systems tout internal<br />
and external collaboration capabilities as drivers for<br />
adoption, yet it is clear that challenges fuel gaps in the UC<br />
experience.<br />
FIGURE 4<br />
Challenges Vary By <strong>Deployment</strong> Method<br />
“What challenges and/or barriers do you anticipate<br />
when deploying UC?”<br />
On-premises or hybrid deployment (N = 359)<br />
Cloud deployment (N = 200)<br />
Performance and reliability of<br />
31%<br />
the technology 32%<br />
Complex configuration of<br />
the client 20% 29%<br />
Compatibility issues with<br />
business apps 22% 27%<br />
Lack of resources<br />
Pushback from end users<br />
23%<br />
23%<br />
User and business unit<br />
privacy concerns 16% 23%<br />
Complexity of the back-end<br />
infrastructure configuration 20%<br />
21%<br />
Integration with other<br />
20%<br />
vendors’ UC solutions 22%<br />
Multiple versions of the product<br />
20%<br />
will increase our support costs 22%<br />
Readiness of business units<br />
20%<br />
and end users 21%<br />
24%<br />
27%<br />
Voice, video, and messages are<br />
19%<br />
less secure on UC systems 23%<br />
Regulatory or compliance<br />
14%<br />
issues 22%<br />
Base: 606 IT and business decision-makers who influence collaboration<br />
tools at SMBs within North America, EMEA, APAC, and Brazil<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016
5<br />
FIGURE 5<br />
Gaps In Satisfaction Unveil Room For<br />
Improvement<br />
“Has your firm’s unified communications implementation<br />
met its expectations for the following benefits?”<br />
Exceeded<br />
expectations<br />
Increased usage and improved<br />
user experience with social<br />
media collaboration<br />
Improved project management 22% 63% 13%<br />
Significantly faster<br />
problem resolution<br />
Improved team collaboration 21% 68% 10%<br />
Improved external customer<br />
experience, satisfaction<br />
Significantly shortened cycle<br />
for decision-making<br />
Improved business relationship<br />
with partners and suppliers<br />
Base: 387 IT and business decision-makers using collaboration<br />
technology in SMBs within North America, EMEA, APAC, and Brazil<br />
("don't know" responses not shown)<br />
Met<br />
expectations<br />
Below<br />
expectations<br />
24% 53% 14%<br />
22% 59% 17%<br />
21% 65% 10%<br />
20% 61% 16%<br />
19% 66% 13%<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016<br />
UC Investment And Cloud<br />
<strong>Deployment</strong> Are Key<br />
Looking forward, SMBs confirm that their business goals will<br />
benefit from deeper investment in UC and leveraging the<br />
cloud. Integration with other applications and finding ways to<br />
protect existing investments make for a complex road map,<br />
so SMBs are looking for guidance and effective solutions that<br />
will help them maximize their success. Our survey found that:<br />
› Top drivers for investment are clear. Within the litany of<br />
drivers for UC investment, a few table stakes rise to the<br />
top of the list. Over half of respondents (57%) cited that<br />
their top driver involves reducing costs, followed by the<br />
45% who reported the desire for secure information.<br />
Respondents strive for enhanced external collaboration<br />
(42%), as well as improved collaboration across devices<br />
and locations (42%). Finally, 41% of SMBs cited the<br />
importance of flexibility in the workplace, reinforcing the<br />
notion that employees expect access to what they want,<br />
when they want it, from any given device or location (see<br />
Figure 6)<br />
› UC investments break down to migrations and<br />
upgrades. Top triggers that drive investment include<br />
integration, functionality, usability, and security. Forty-five<br />
percent showed interest in upgrading their system to<br />
obtain new capabilities; in the same stride, 42% cited<br />
improved user experience as a catalyst for change.<br />
However, functionality that lacks integration and security<br />
loses impact — 44% of companies have considered an<br />
upgrade in exchange for increased confidence in UC<br />
FIGURE 6<br />
Challenges Drive Investments<br />
“What are the top drivers for your organization’s<br />
investment in unified communications?”<br />
<strong>Collaboration</strong> with clients,<br />
business partners, suppliers<br />
Improve collaboration across<br />
offices/remote office locations<br />
Promote a more flexible<br />
work environment<br />
Enhance customer-facing<br />
communications<br />
Improve help desk/support<br />
capabilities<br />
Integrate communication/<br />
collaboration technologies<br />
with other systems<br />
Reduce complexity created by<br />
a multitude of point solutions<br />
Comply with regulations/<br />
requirements<br />
Integrate disparate<br />
communication/<br />
collaboration systems<br />
Base: 606 IT and business decision-makers who influence collaboration<br />
decisions at SMBs within North America, EMEA, APAC, and Brazil<br />
(selected variables shown)<br />
Reduce costs 57%<br />
Better secure<br />
information/data<br />
33%<br />
32%<br />
31%<br />
29%<br />
37%<br />
35%<br />
45%<br />
42%<br />
42%<br />
41%<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016
6<br />
security. Lastly, 45% of SMBs claimed to uproot systems<br />
in order to reduce integration requirements and costs.<br />
Results indicate that systems that drive improved<br />
business processes, security, and simplicity will shift<br />
sentiment and ignite change.<br />
› Expansion plans center on integration. As SMBs<br />
consider the future of their collaboration technologies,<br />
they are planning to expand or upgrade several UC<br />
integration features. SMBs seek features that overcome<br />
interoperability challenges and connect key capabilities to<br />
ultimately deliver an effective and simple user experience.<br />
Solutions that integrate with business applications — such<br />
as CRM and ERP — are important to adopters and<br />
nurture internal and external collaboration (35%) (see<br />
Figure 7).<br />
A SHIFT TO HYBRID/CLOUD SUPPORTS STRATEGIC<br />
BUSINESS PRIORITIES<br />
Cloud deployment models continue to penetrate every<br />
category of technology. <strong>The</strong> longer product life cycle of<br />
communications systems coupled with the requirement for<br />
high reliability has caused the move of UC to the cloud to<br />
lag other capabilities like CRM and ERP. <strong>The</strong>se market<br />
dynamics also drive a requirement to support hybrid<br />
configurations that help manage QoS along with protecting<br />
assets that are not fully depreciated. Our survey showed<br />
that:<br />
› Today’s UC deployments are diverse and confirm the<br />
move to the cloud is already underway. Thirty-three<br />
percent of SMBs have already deployed UC in the cloud,<br />
while 37% of deployments are hybrid and 22% are onpremises.<br />
› <strong>Future</strong> UC deployment models do not converge or<br />
simplify. <strong>The</strong>re will be a continuing need for diversity of<br />
UC deployment models that mix on-premises, cloud, and<br />
hybrid. For example, 55% of premises-based<br />
deployments will stay on-premise, while 21% of them will<br />
go to the cloud (see Figure 8).<br />
FIGURE 7<br />
Integration An Important UC Feature<br />
“Which of the following unified communications features<br />
are most important to your organization?”<br />
(Select top five)<br />
Integrated voicemail<br />
with email<br />
Call control from the<br />
user’s device like a PC<br />
Room-based<br />
videoconferencing<br />
Team messaging 27%<br />
Integration with calendar 26%<br />
Integrated IP<br />
conferencing capability<br />
Integration with<br />
collaboration software<br />
Integration with social<br />
media applications<br />
Base: 606 IT and business decision-makers who influence collaboration<br />
decisions at SMBs within North America, EMEA, APAC, and Brazil<br />
(selected variables shown)<br />
IP telephony 51%<br />
Integration with business<br />
applications like ERP<br />
and CRM<br />
Webconferencing 34%<br />
Desktop videoconferencing 33%<br />
28%<br />
27%<br />
26%<br />
26%<br />
25%<br />
29%<br />
35%<br />
Source: A commissioned study conducted by Forrester Consulting on<br />
behalf of Cisco, January 2016
7<br />
FIGURE 8<br />
<strong>Future</strong> <strong>Deployment</strong> Focused On Hybrid/Cloud<br />
“In the future, (your next provisioning cycle), how do you think your firm will<br />
prefer to deploy unified communications technology?”<br />
Current UC <strong>Deployment</strong><br />
<strong>Future</strong> deployment plans<br />
Shifting to:<br />
<strong>Future</strong> deployment plans<br />
Staying cloud Shifting to hybrid<br />
71% 23%<br />
Cloud<br />
33%<br />
Onpremises<br />
22%<br />
Staying on-premises<br />
Hybrid<br />
55% 14% 21%<br />
Cloud<br />
35% of current on-premises deployments will<br />
shift to cloud or hybrid configurations.<br />
<strong>Future</strong> deployment plans<br />
23% of current cloud deployments will<br />
shift to hybrid configurations.<br />
Hybrid<br />
37%<br />
Staying hybrid<br />
Shifting to cloud<br />
76% 17%<br />
17% of current hybrid deployments will shift to the cloud.<br />
Base: 606 IT and business decision-makers who influence collaboration tools at small and medium-size businesses within North America, EMEA, APAC,<br />
and Brazil<br />
(“don’t know” responses not shown)<br />
Source: A commissioned study conducted by Forrester Consulting on behalf of Cisco, January 2016
8<br />
Key Recommendations<br />
<strong>The</strong> term “unified communications” emerged over a decade ago and brought about many debates as to what it meant.<br />
This confusion spilled over into SMB purchases of individual components, fractured systems, and a poor user<br />
experience. Today, a more mature market and purchasers are looking more broadly at providing the ability to<br />
message, meet, and call easily and readily to their employees, partners, and suppliers. While SMBs are recognizing<br />
the value of UC and planning to expand their implementations, they face the issue of what kind of model to use for<br />
deployment. In order to provide the “connective tissue” of the customer experience ecosystem, SMBs must:<br />
› Take inventory, and not just of the technology. Endemic to the overall collaboration technology market, user<br />
adoption is a struggle. Indeed, SMBs lack the resources to invest in extensive training, and change management<br />
does not aid in the situation. A deeper organizational understanding of what is working and adopted today is a<br />
critical element to planning for future success.<br />
› Develop a unified communications road map that points to cloud as the future but anticipates some<br />
detours along the way. Avoid being roadkill on the unified communications highway by understanding and<br />
leveraging vendors that can provide a diverse selection of deployment models that span on-premises, cloud, and<br />
hybrid.<br />
› Ensure the road map adds value while simplifying the user experience. This is a tall order, as users can<br />
readily go off and grab capabilities on their own from the cloud. Delivering added capability will keep them on<br />
board, but only if it is easy to use.
9<br />
Appendix A: Methodology<br />
In this study, Forrester conducted an online survey of 606 small and medium-size businesses in the US, Canada, the UK,<br />
France, Germany, India, China, Japan, and Australia to evaluate collaboration strategies. Survey participants included<br />
decision-makers in business and IT management. Questions provided to the participants asked about collaboration<br />
technologies installed and planned for the future, challenges anticipated or faced, and the impact that the use of<br />
collaboration technologies has on reaching business goals. <strong>The</strong> study began in December 2015 and was completed in<br />
January 2016.<br />
Appendix B: Demographics<br />
FIGURE 9<br />
Country And Company Size<br />
“In which country do you work?”<br />
Brazil 17%<br />
United States 12%<br />
United Kingdom 10%<br />
India 10%<br />
Germany 10%<br />
France 10%<br />
“Using your best estimate, how many employees work<br />
for your firm/organization worldwide?”<br />
500 to 999 employees 28%<br />
250 to 499 employees 23%<br />
100 to 249 employees 20%<br />
51%<br />
China 10%<br />
Australia 9%<br />
Japan 8%<br />
Canada 5%<br />
50 to 99 employees 14%<br />
20 to 49 employees 15%<br />
49%<br />
Base: 606 IT and business decision-makers who influence collaboration tools at small and medium-size businesses within North America, EMEA, APAC,<br />
and Brazil<br />
(percentages may not total 100 because of rounding)<br />
Source: A commissioned study conducted by Forrester Consulting on behalf of Cisco, January 2016
10<br />
Appendix C: Endnotes<br />
1 Source: Global Business Technographics ® Devices And Security Workforce Survey, 2015, Forrester Research, Inc.