CEBP (communications-enabled business processes)とビジネス・アプリケーションの統合
CRM（顧客関係管理）とコンタクトセンターアプリケーション
コンタクトセンター
カスタマーサービス
UC&Cライフサイクルサービス
UC&Cコンサルティングおよび統合サービス
UC&Cサポートおよびメンテナンスサービス
将来の展望
主な提言
参考資料
関連調査
要約
図表
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目次
This IDC study updates IDC's worldwide unified communications and collaboration research map to provide market definitions and a framework that IDC will use to track, segment, and forecast the worldwide UC&C market. This taxonomy reflects the evolving UC&C market and introduces some discussion around new terminology, products, and solutions such as media tablets, collaboration, mobility, enterprise social networking, and hosted UC.
"For many end users, UC&C has moved from an 'if' to a 'when' proposition for making strategic plans for their organization's deployment," states Rich Costello, senior research analyst, Unified Communications and Enterprise Networking Infrastructure. "Technologies such as video, collaboration, mobility, and enterprise social networking are increasingly being integrated with contact centers, IP telephony platforms, and UC&C portfolios and should further help drive the market as businesses enhance their networks and communications platforms to support new technologies and applications."
Table of Contents
IDC Opinion
In This Study
Methodology
Definitions
Situation Overview
Enterprise Voice Connections: CPE/Hosted UC/UCaaS
IP PBX System
IP PBX Line/Seat
IP Telephone
Business VoIP Services
UC&C Services: Hosted UC/UCaaS and Managed UC
Multitenant Hosted UC/UCaaS
Dedicated Hosted Unified Communications
Managed Unified Communications Services
Collaborative Applications
Email Applications
Instant Communications Applications
Conferencing Applications
Enterprise Social Software
Videoconferencing/Telepresence Equipment
UC Mobility/FMC
Mobile Enterprise Application Platforms (Mobile Middleware)
CEBP and Business Application Integrations
CRM and Contact Center Applications
Contact Center
Customer Service
UC&C Life-Cycle Services
UC&C Consulting and Integration Services
UC&C Consulting Service Activities
UC&C Integration Service Activities
UC&C Support and Maintenance Services
Future Outlook
Essential Guidance
Learn More
Related Research
Synopsis
Table: IDC's Unified Communications and Collaboration Ecosystem Definitions, 2012
Figure: IDC's Unified Communications and Collaboration Ecosystem Taxonomy, 2012
