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A Diversity Of Deployment Models Spells The Future Of Collaboration

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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.

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