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InfoTrack for Services

Maintenance Services Report

The Majority of IT Decision-Makers Rely on Maintenance Service Providers to Safeguard Critical Voice Systems   

  • 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

View the Table of Contents from the report

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For more information on this report, please contact Bonnie Fairbrother at 973.602.0181 bfairbrother@t3igroup.com or Dennis Kelly 973.602.0180 dkelly@t3igroup.com 


To learn more about the InfoTrack for Enterprise Services research and intelligence program, please click here.


 

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Job Title*
Company*
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Industry Classification * ENTERPRISE END-USER
  Financial Services
  Healthcare
  Manufacturing
  Logistics
  Education
  High Tech
  Government (federal, state and local)
  Other Enterprise End-User
  SERVICE PROVIDERS
  ILEC
  CLEC
  IXC
  ASP
  ISP
  MVNO
  Wireless Service Providers
  Other Service Provider
  TECHNOLOGY DEVELOPERS
  Telecom Device Manufacturers
  Telecom Infrastructure Manufacturers
  OSS
  Telecom Software Developers
  SYSTEMS INTEGRATORS/RESELLERS
  Systems Integrators/Resellers
   
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