InfoTrack for Services

• Results from our study on the Maintenance Services market produced insights and conclusions into how IT decision-makers perceive, purchase and utilize Maintenance Services for voice telecom systems/applications, and which services are required
• Our findings showed continued reliance on traditional PBX and Key Telephone Systems; nearly one-third of global respondents selected one of these solutions as their current system
  • 50 percent of the respondents are currently utilizing IP-based solutions
  • Close to 20 percent of global respondents identified a Digital Centrex or IP Centrex solution as the voice system last installed in any of their company locations
• The percent adoption of IP Telephony systems among respondents is ahead of the US installed base as tracked  by InfoTrack for Enterprise Communications; Respondents are more aware of services issues than the general U.S. business population
• System sales, and subsequently Maintenance Services, ranged by vendor type including predominantly 
  • Local Telcos/Local Exchange Carriers
  • Interexchange Carriers
  • Manufacturers
• A high percentage of respondents still prefer separate hardware and software maintenance contracts, which indicates that vendors must continue to develop confidence in software-based architectures

• Decision-makers recognize the need for Maintenance Services for their telephony needs
• There is a strong correlation between system provider and selection of services vendor
  • Over 65 percent of overall respondents utilized the same vendor for system sales and Maintenance Services
• Slightly more than 15 percent of respondents maintain their own systems
• Respondents were more inclined to purchased full Maintenance Services contracts for their systems rather than handling system maintenance on a time and materials basis
  • Decision-makers outsource Maintenance support to ensure system upkeep
  • Respondents identified the need for outside consultant system expertise
• Maintenance Services providers, overall, received satisfactory scores in meeting customer needs and expectations within Maintenance and Security Assessment Services for criteria such as remote repair, software upgrades and available support
• While rated satisfactory, Maintenance Service providers received lower satisfaction scores in multiple reporting categories
  • While the customer’s first priority is service, many respondents would like to see feedback on their systems’ shortcomings
  • This requirement opens the door for a range of related Professional Services

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