Avaya – IP Office
Engagement Can Accelerate Growth and Revolutionize How You Do BusinessTransform the way you conduct business by creating a seamless engagement experience for your customers and employees. Regardless of their locations, devices, or applications, users can have telephony, messaging, conferencing, contact center, video, and unified communications—all in a flexible platform from Avaya.Protect your investment with a solution that easily and affordably scales as your communications needs change. Starting with as few as five users, Avaya IP OfficeTM easily expands to 3,000 users, at a single site or up to 150 locations.Enable your mobile workforce to collaborate and promote commerce—any place, any time, and on any device.Reduce IT overhead with true plug and play that effortlessly rolls out applications to your staff. WebRTC applications provide click-to-call capabilities from Google for Work, Salesforce.com, and Microsoft Office 365.Rely on Avaya support services to optimize your solution’s performance. We can help you maximize system uptime and protect your investment in Avaya technology.Accelerate growth by using a complete IP Office solution to create seamless engagement throughout your business.
Collaborate From Anywhere
The right collaboration solution offers you the same capabilities when you’re on the road as it does when you are in the office – any device – voice, video, IM and presence.
IP Office for Midsize Companies
IP Office: Enterprise class capability for Midsize business
Avaya IP Office Contact Centre
IP Office Contact Centre
Avaya IP Office Platform
The Avaya IP Office Platform
How Social Media And Mobile Tech Impact Customer Experience Unity Branded
How Social Media is Impacting Customer Experience
One Great Customer Interaction At A Time
Contact Centre: Creating great customer interaction – one contact at a time
White Paper: Avaya Cloud and Mobile are Perfect Partners
Unified communications (UC) is at a tipping point today, thanks to the game-changing trends of mobile apps and cloud computing. Until recently, companies that deployed UC benefited mostly from integrating applications such as voice, presence, and IM. Employees loved the simplicity and the one-click transitions between media. CFOs reveled in the telecom savings from going all-IP.Enter private and public clouds, and managing UC gets a whole lot easier for your CIO. Add mobile apps and devices in the workplace, and suddenly UC becomes radically more powerful and useful.
Solution Guide: 8 Features Your Communications Solution Needs To Have
Staying competitive against larger enterprises is a tall order for a growing business. With associates, suppliers, and partners scattered across the globe, communications solutions become a critical tactic, especially if you’re trying to attract a new generation of hyperconnected professionals to your talent pool.The right communications solution is key to boosting business growth and streamlining productivity from dispersed teams collaborating across the world — all with different computing and communications devices. Additionally, you have to care for your customers with the same level of speed and efficiency, personalized service, and flexibility offered by larger competitors.
Impact of Social Media on Customer Experience
How Avaya IP Office collaboration improves customer experience.
Report: Build A Borderless Business With Effective Engagement
Borderless business is nothing new, dating back to traveling salespersons and mail-order catalogs. But over the last 20 years, online commerce has changed the nature of how people buy goods and services- presenting a competitive challenge for the mid-sized business owner seeking to differentiate the company’s goods and services.Over the last 10 years, mobility has become a catalyst for how customers and employees communicate, and business support for mobile access is now critical to enable employees and engage customers. For example, over 80% of U. S. shoppers use online technology to research before they buy, while 59% of employees work offsite
Infographic: Engagement Everywhere For Midsize Business
The digital revolution has happened. Our economies are more global and connected.New generations of workers are here too, and they don’t want boundaries.
Single Vendor or Best-of-Breed
Ever try solving a puzzle using pieces that came from different boxes? There is a better way. A comprehensive, well-integrated solution that reduces risk and speeds return on investment.
Research: Gartner 2015 North America UC Midsize Enterprises Magic Quadrant
Gartner 2015 North America UC Midsize Enterprises Magic Quadrant. Avaya considered one of the top leaders in the industry.
eBook: Midmarket Collaboration For Dummies
How well connected are you? That’s the challenge in today’s mobile, virtual business landscape as companies strive for consistent communications between employees, business partners, and clients. Too often, a remote working world can feel splintered, disconnected, and complicated, resulting in lower productivity and lost opportunity. What you need is a rich, seamless environment that instantly keeps everyone connected, effortlessly collaborating and sacrificing nothing in the process. It’s the difference between simply doing business and doing business simply.
Executive Guide: 7 Things You Didn’t Know Were Possible With Self Service And Automation
The role of automation has changed dramatically in a few short years. Customers now seek out self service options, and their expectations are rising. They want your company – regardless of media channel – to have a single personality, remember them and anticipate their next desire. Read on to gain seven new ideas for using automation to deliver the right service and meet those expectations every time.
eBook: Engagement Everywhere
Commerce Any Place, Any TIMEThe digital revolution has happened. Commerce is changing again, unbound from prior models. Goods and services are sold and information exchanged in ways we never imagined a few years ago. Think Uber and Airbnb — digital business models like this are replacing last year’s browser-based businesses
eBook: IP Office Midmarket
TEAM AND CUSTOMER ENGAGEMENT SOLUTION FOR SMALL AND MIDSIZE BUSINESSESEngage with your employees and customers like never before. Respond immediately. Share information, anytime, anywhere, via any device. You’ll have the power of a unified communications system that lets you engage everyone—your people, your customers, your partners. A system that’s incredibly sophisticated, yet remarkably simple to use. Go ahead and grow—IP Office is fully capable of handling up to 3,000 users in a single site or across multiple sites.
Avaya Helps Carlo’s Bakery Grow
Buddy Valastro, aka the Reality TV star known as the Cake Boss, shares how his popular, 100-year-old New Jersey chain, Carlo’s Bakery, is growing and thriving, thanks to Avaya IP Office and the communications infrastructure it provides.Read more at Avaya Perspectives here: http://www.avaya.com/blogs/archives/2014/03/avaya-ip-office-helps-reality-tv-star-grow-his-business-14x.htmlLearn about Avaya IP Office here: http://www.avaya.com/usa/product/ip-officeConnect with AvayaFacebook: http://goo.gl/SziZnjTwitter: http://goo.gl/wBwXyMGoogle+: http://goo.gl/vwdkZ7
Magic Quadrant for Unified Communications for Midsize Enterprises, North America
05 May 2015 | ID:G00270849 Analyst(s): Megan Marek Fernandez, Sorell Slaymaker Summary Midsize businesses have ever-greater choice in premises-based unified communications, with providers extending features and go-to-market channels while trying to maintain ease of use and consistency. Midmarket IT planners should evaluate UC providers’ delivery capabilities, not just their solutions. Market Definition/DescriptionThis document was revised on 11 May 2015. The document you are viewing is the corrected version. For more information, see theCorrectionspage on gartner.com.Unified CommunicationsThis Magic Quadrant evaluates the premises-based unified communications (UC) solutions geared for the midmarket. The primary benefit of UC is to improve user productivity and to enhance business processes. Gartner defines UC products (equipment, software and services) as those that facilitate the use of multiple enterprise communications methods to obtain that productivity goal. UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices.UC offers the ability to significantly improve how individuals, groups and companies interact and perform. The UC products may be composed of a single vendor (stand-alone) suite, or enterprises/businesses may deploy a portfolio of integrated applications and platforms spanning multiple vendors. In many cases, UC is deployed to extend and add functionality to established communications investments.UC products are used by individuals to facilitate personal communications, and by enterprises to support workgroup and collaborative communications and business workflows. Some UC products may extend UC beyond a company’s boundaries: to enhance communications between organizations, and to support interactions among large public communities or for personal communications. UC applications are increasingly being integrated with, or offered in concert with, collaboration applications to form unified communications and collaboration (UCC) solutions; in some cases they are also being integrated with business applications and workflows, something Gartner calls “communications-enabled business processes.”It is useful to divide UC into six broad communications product areas:Telephony — This area includes fixed, mobile and soft telephony, as well as the evolution of Internet Protocol (IP)-PBXs. This category includes options for voice and video that bypass traditional connectivity methods, such as direct Internet-based connections.Conferencing — This area includes infrastructure for voice (audio) conferencing, videoconferencing, Web conferencing that includes document and application sharing capabilities, and various forms of unified conferencing capabilities.Messaging — This area includes email, which has become an indispensable business tool, voice mail and various approaches to unified messaging (UM).Presence and instant messaging — IM allows individuals to send text and other information to others or to groups in real time. Presence services allow individuals to see the status of other people and resources.Clients — Unified clients enable access to multiple communications functions from a consistent interface. These may take different forms, including thick desktop clients, thin browser clients and clients for mobile devices (such as smartphones and tablets), as well as specialized clients embedded within business applications.Communications-enabled applications — This broad group of applications has directly integrated communications functionality. Key application areas include collaboration, contact center and notification; also consolidated administration, reporting and/or analytics tools.The Midmarket ProfileGartner provides the following profile to highlight how common midmarket characteristics can shape UC purchasing behaviors. Gartner defines the midmarket as organizations with between 100 and 999 employees and annual revenue of less than $1 billion. The midmarket can further be segmented into the lower midmarket (organizations with between 100 and 499 employees) and the upper midmarket (organizations with between 500 and 999 employees). The midmarket represents a large and fast-growing segment of overall IT spending, with growth rates approximately one and a half times the market average of 2.8% (see”Forecast Alert: IT Spending, Worldwide, 1Q15 Update”). While midsize businesses have many of the same business objectives as larger enterprises, they operate on a smaller scale and function with fewer IT assets and resources. These relative resource constraints impose unique purchasing behaviors, and influence the success of UC solutions in the market and the satisfaction of UC users. The following characteristics highlight unique midmarket UC buying behaviors and purchasing criteria.Ease of administration, management and use —Midsize businesses have fewer in-house IT resources than their large-enterprise counterparts (see”IT Key Metrics Data 2015: Small and Midsize Enterprise Executive Summary”) and have different expectations surrounding their UC solutions. They therefore have a preference for solutions that offer straightforward implementations, consolidated administration and management tools. Tools that assist in traffic and network monitoring and control, and interfaces that are intuitive and easy to use, will feature greater use by employees across the organization and result in solutions receiving higher satisfaction ratings.Customer service and support quality— The top factors influencing buying behaviors in the midmarket are related to service levels (see”Market Insight: Midsize-Business Primer, 2014″). Midsize businesses don’t have enough internal resources to troubleshoot problems, so they are fairly dependent on the provider and/or their providers’ partners. If a provider or channel partner fails to be “easy to do business with” or delivers poor service, midmarket organizations exhibit little hesitation in replacing that provider or solution. Providers that demonstrate above-average service levels to their channel partners and/or customers will experience greater success and brand loyalty. Consequently, channel programs (including the training, certifications, dealer registration details, presales and postsales support) remain critical components of providers’ go-to-market midsize enterprise UC success.UC features— Midsize enterprise employees tend to be highly mobile and frequently have multiple job responsibilities. Many midsize organizations expect solutions to enable users to extend business functions across desk phones, mobile devices, tablets and PCs. Furthermore, many midmarket IT leaders will expect UC applications to integrate with specific business applications and processes including collaboration, analytics, and reporting tools. The need for customization frequently exists, but IT planners often choose not to do this because they don’t have the money or resources to customize and then support the resulting solution.Pricing— Midsize businesses rank reliability and service levels as the top factors that influence an investment decision, with pricing playing a less pivotal role. Essentially, as long as pricing is in a reasonable band it generally does not drive the investment decision. If a UC solution’s pricing falls outside of the band, however, the decision process will gather more roadblocks on the way to receiving approval than it would within a large enterprise. In terms of addressing overall solution costs, midsize businesses prefer clear, straightforward, rightsized pricing proposals. Magic Quadrant Figure 1.Magic Quadrant for Unified Communications for Midsize Enterprises, North AmericaSource: Gartner (May 2015) Vendor Strengths and CautionsAvayaAvaya is a U.S.-based, privately held company with headquarters in Santa Clara, California and ownership by private equity firms TPG and Silver Lake. Avaya reported 2014 revenue of $4.3 billion and an operating income of $197 million. Avaya offers a range of products targeting specific market segments. Avaya IP Office is the platform that Avaya positions in the midmarket, with scalability up to 2,500 users.Avaya IP Office has two versions, the Avaya IP Office Platform for up to 2,000 users across 32 sites and Avaya IP Office Select for up to 2,500 users across 150 sites, both of which can run on a single server. Both platforms support a comprehensive UC suite for voice, video, IM, presence, mobility, UM, audio/videoconferencing and Web conferencing, and desktop integration. IP Office can run inside a virtual machine, on a dedicated server or on an appliance. Avaya IP Office Web Manager is the administration and support software that comes with IP Office to manage licensing, devices, moves/adds/changes, and ongoing support through a single Web URL. The latest version of Avaya IP Office is 9.1, which added additional features for security, voice quality monitoring, whiteboarding and greater conferencing scalability.Midsize businesses that have an existing investment in Avaya or Nortel telephony should consider IP Office, because Avaya offers aggressive discounts to upgrade legacy systems with the entire UC suite as part of the deal. Midsize enterprises whose requirements are for a strong contact center, sophisticated telephony or high security should also evaluate Avaya. StrengthsAvaya has a comprehensive unified communication and contact center portfolio with a robust feature set that is well integrated across features. It can meet the needs of midsize businesses with complex communication requirements and those that want to support a broad range of endpoints.Avaya has substantial brand recognition, with a long history of providing telephony in the North American market.Simplification of the IP Office suite enables the quoting, installation and support processes to be streamlined and less confusing to Avaya’s channel partners and customers. CautionsIn some instances, Gartner client statements of work show that Avaya and its partners charge above the industry average for customization and integration into third-party applications.Avaya continues to receive a financial rating of Caution from Gartner because its revenue shows ongoing year-over-year decline. Avaya’s margins have increased as it cuts costs to improve profitability.To implement its increased focus on the midmarket, Avaya has undergone midmarket leadership, channel and program enhancements during the past several years. The company now needs to maintain consistent leadership and midmarket program structures to keep the trust of its channel partners and ensure that they lead with an Avaya solution.CiscoCisco is a U.S.-based public company with headquarters in San Jose, California. Cisco reported $47.1 billion in revenue in 2014, with approximately $3.8 billion coming from its Collaboration division. Cisco was an early provider of voice over IP (VoIP), because it entered the telephony market without the legacy time division multiplexing (TDM) customer base that heritage vendors have. Its UC solution is built on its flagship Cisco Unified Communications Manager and brings together IP communications, customer care, conferencing, voice messaging, mobility, presence and IM, telepresence and collaboration-enabled applications.Cisco has created a bundled solution for the midmarket, called the Business Edition 6000 (BE6000). The BE6000 bundles the hardware, software and support tools into a single package, which simplifies the quoting, implementation and support processes. Cisco has three BE6000 offerings: the BE6000S for the 25- to 150-user market, requiring only core UC applications; the BE6000M for up to 1,000 users that have standard UC requirements; and the BE6000H for up to 1,000 users who have multiple devices and have robust UC requirements, including the full audio/videoconferencing and Web conferencing suite. Cisco offers integrated SIP trunking, with the Cisco Session Border Controller (SBC) embedded in its router and the voice functionality integrated into the management suite. Cisco is also aggressively marketing its Jabber client as an alternative to Microsoft Lync.Midsize businesses with existing investments in Cisco infrastructure, or those with advanced video or advanced UC functionality requirements that are not price sensitive, should consider Cisco. StrengthsCisco has been successful with the BE6000 solution across the midmarket by bundling the hardware and licensing and offering a full suite of robust UC collaboration capabilities.Cisco has a significant base of channel partners that sells the entire set of Cisco products. Cisco is present in the majority of midmarket enterprises as the network vendor and this relationship can be leveraged to sell adjacent UC solutions.Cisco is offering attractive hybrid on-premises and cloud options, through its Hosted Collaboration Solution (HCS), for those enterprises wishing to keep their telephony on-premises and migrate conferencing, IM and other UC services to the cloud. Cisco also has agreements for transferring licenses from on-premises to hosted environments. CautionsWhile Cisco has made a lot of progress in simplifying its offering through the BE6000 bundle, configuration for advanced capabilities, customization and integration into third-party systems can be complex.Choosing Cisco as the sole-source provider for UC and the data network can lead to reduced negotiating leverage and higher service and maintenance costs.Cisco is typically priced higher at the low end of the midmarket (organizations with between 100 to 499 employees) than its competitors. While Cisco released its BE6000S in December 2014 to address this, early indications are that it is still priced about 20% higher than the market average for basic UC requirements.DigiumDigium, the privately owned original developer of the open-source Asterisk software, was founded in 1999. Since its inception, Digium, as well as other communications providers, have leveraged Asterisk to build and position open-source communications solutions. Based on the Asterisk platform, Digium positions Switchvox, a prepacked, off-the-shelf UC solution geared for organizations with fewer than 250 employees (although the solution can scale beyond 250). Digium’s general Asterisk solution (the toolset that can be customized to create a UC solution) is not included in this evaluation because it is not available as an off-the-shelf product.The Switchvox appliance is available in multiple versions to support customers in the segment for less than 500 users. The solution provides telephony, audioconferencing, UM, IM/presence, recording, fax and basic Web Real-Time Communication (WebRTC)-based video capabilities. Digium does not offer Web conferencing functionality. Administration is done through a browser-based portal hosted on each Switchvox appliance and configured through a simple GUI. Switchvox is compatible with standards-based SIP phones, and Digium offers a range of its own branded phones and supports tight integration with third-party phones from Polycom and snom technology for specific conferencing or Digital Enhanced Cordless Telecommunications (DECT) requirements. Digium is transitioning the Switchvox platform to run on the newer Asterisk 13 engine, with the launch of the Switchvox 6.0 solution tentatively slated for early 3Q15. This platform move is expected to enable greater efficiency and platform stability.Consider Digium’s Switchvox solution if your organization has fewer than 250 employees, is highly price-sensitive and is looking for basic UC functionality. StrengthsDigium extends all Switchvox capabilities to users as part of the offering. This streamlines the bid process, eliminates the need for partners to position potentially complex licensing bundles, and encourages use of the solution’s UC applications across the business.The Switchvox solution is highly price competitive, with bids frequently coming in at one-half or one-third the price of competitors’ offers.Digium’s Switchvox solution benefits from some of the momentum generated by its open-source Asterisk. For customized applications (for example emergency notification or alarm systems), Switchvox customers can frequently rely on Asterisk-based developers to create a custom extension if desired. Furthermore, solution innovations and a loyal partner community bound by Asterisk help to push the Switchvox solution and its channel partner programs. CautionsSwitchvox could face challenges in effectively meeting the needs of organizations with more than 250 employees. While Switchvox can scale beyond 250 users (on the largest appliance support is committed to up to 600 users), it is difficult to estimate the use of functionality (given that everyone has access to all features) and guarantee adequate service levels beyond a certain threshold. Switchvox Release 6.0 (slated for early 3Q15) will run on Digium’s newer Asterisk 13 engine, which will add increased efficiency.While Switchvox can be configured to run in a virtualized environment, Digium does not yet offer support in virtualized configurations.Digium’s Switchvox has some functionality limitations that might be an obstacle for organizations with specific requirements. Switchvox does not offer Web conferencing and currently supports only limited videoconferencing capabilities, so organizations desiring these functions will have to integrate third-party solutions.Interactive IntelligenceInteractive Intelligence is a provider of collaboration, communications and customer engagement software solutions and cloud services. The company was founded in 1994 and had approximately $343 million in revenue and just over 2,000 employees in 2014. Interactive Intelligence offers both premises-based and cloud solutions, with approximately half of the 2014 orders generated from each delivery model. The company’s headquarters is located in Indianapolis, Indiana, U.S.Interactive Intelligence positions the Customer Interaction Center (CIC) IP communications software suite as its premises-based UC solution. The solution includes contact center applications, call processing, voice mail, UM, fax server and presence functionality. CIC does not natively support Web conferencing or videoconferencing, so third-party solutions must be bridged for full UC functionality. CIC integrates with Microsoft Lync, Microsoft Exchange, IBM and Salesforce for additional functionality. CIC applications can be administered from a single management interface called Interaction Administrator (IA). This interface can be installed as a desktop application, or can be accessed via a Web browser. CIC supports a range of mobile clients (Android, BlackBerry, Apple iPhone and iPad) and in 2014 added support for new Polycom and AudioCodes phone models (SIP phone endpoints).Consider the CIC solution if you are looking for a contact-center-based UC offering and seeking an offering with the potential to satisfy custom call processing applications. Additionally, CIC could be considered when looking to augment Microsoft Lync with telephony functionality, or considering hybrid premises/cloud implementations. StrengthsInteractive Intelligence enables flexible deployment approaches including premises-based, cloud or hybrid delivery options. The company has invested in cloud delivery (it currently has 12 data centers deployed worldwide) and positions flexible delivery to its user base as organizational business needs change.CIC supports tight integration with Microsoft for its collaboration functionality. IT planners committed to Microsoft for certain communications elements can leverage Interactive Intelligence for contact center and voice capabilities.Interactive Intelligence’s CIC suite uses Web services and provides a common set of application development, management and reporting tools across a range of its applications. Its efficient use of server resources and consistent administrative and management tools across applications make the system particularly appealing to IT decision makers. CautionsInteractive Intelligence has fewer channel support resources than some of its competitors, which means that issues requiring escalation can sometimes take more time to resolve.Interactive Intelligence’s CIC does not provide native Web conferencing or videoconferencing capabilities, which potentially increases the solution’s cost and the complexity of the sales cycle for organizations desiring these capabilities and needing to consider third-party options. CIC integrates with Microsoft Lync for this functionality.Interactive Intelligence’s CIC solution is most cost-effective when there are central business requirements for contact center capabilities. Organizations not using CIC to support their contact center requirements will find the solution, and the prices for its other applications, expensive and misaligned with their needs.MicrosoftMicrosoft generated revenue of $86.8 billion in fiscal year 2014. Commercial revenue (including its Lync/Skype for Business UC business) contributed $49.6 billion.Microsoft positions Lync Server 2013 (Lync was rebranded to “Skype for Business” in 1H15) as its premises-based UC offering. Skype for Business, combined with Microsoft Exchange, provides a complete set of UC features including full conferencing capabilities, IM/presence, email, UM and telephony functionality. Skype for Business enables mobile device support for Windows Phone, iOS and Android clients; BlackBerry devices are not supported. For collaboration-enabled conference rooms, Microsoft partners with Smart, Polycom and Crestron for purpose-built collaboration devices for Skype for Business and Microsoft Surface Hub. Microsoft also offers Office 365 within a larger Office suite including Skype for Business and Exchange Online, as well as Skype (for consumers); it continues to bridge the gap between Skype for Business and Skype. In December 2014, it added support for video calling between the (then) Lync clients and Skype.Consider Skype for Business if you rely on or have significant investments in Microsoft Office applications and Exchange for email, and existing enterprise licensing agreements, and have a collaboration-centric workforce. Ensure you have the required IT resources in place to manage the offering and that Skype for Business’s limited telephony capabilities can meet your needs. StrengthsSkype for Business continues to become more tightly integrated with consumer Skype, enabling the company to position both business-to-business and business-to-consumer collaboration capabilities and to further embrace social collaboration.Microsoft’s success with email (Exchange) and other business/desktop applications uniquely positions it to integrate Skype for Business with business processes and applications that can impact collaboration and workflows and improve processes.Microsoft has a wide reach, strong brand recognition and a growing base of certified channel partners for Skype for Business. It continues to train and certify new channel partners and expand the UC and voice capabilities of existing partners to grow solution expertise. These brand and channel certification efforts, together with its installed base of email and desktop users, earns it frequent consideration in UC bids — even outside of its large enterprise “sweet spot.” CautionsImplementing Skype for Business Server can be a complex endeavor, which strains the IT resources of most midmarket organizations. Implementations require hardware, software and services from multiple providers. Most Skype for Business channel partners’ position hardware from multiple vendors and obtain software licensing through a separate party. The complexity associated with licensing, hardware elements and service and support means that Skype for Business Server might prove to be too complex for many midsize organizations.While Microsoft continues to enhance the telephony functionality of Skype for Business, the voice-user feature set is still not on a par with legacy telephony solutions. Users report the voice reliability can be subpar. IT planners should ensure a proper network evaluation is performed for a telephony implementation. Most deployments of Skype for Business telephony are combined with the existing PBX, rather than a replacement for it.Microsoft’s main focus is on a service-based UC approach (Skype for Business Online as part of its Office 365 portfolio) for the midmarket, as opposed to a premises-based approach. This means that the architecture and positioning of Skype for Business Server 2015 can be better suited to larger organizations.MitelMitel is a global, publicly traded company, with headquarters in Ottawa, Ontario, Canada and annual revenue of $1.1 billion. Mitel’s UC portfolio has a number of products following the merger with Aastra in 2013; however, MiCollab remains its flagship product for UC within North America.Within North America, Mitel positions MiVoice Business and MiCollab as the complete UCC offering for the midsize enterprise market. MiVoice Business delivers call control, hot desking and endpoints, and MiCollab delivers the UC functionality that enables collaboration, including the UC client; presence; IM; audio, Web and video collaboration; and UM. The solutions can be deployed in various cloud configurations (private cloud, public cloud and hybrid cloud), since all deployment options utilize the same software stream.Mitel also positions a combined version in North America, MiVoice Business Express, which supports up to 500 users and features a single virtual appliance composed of MiVoice Business, MiCollab and MiVoice Border Gateway (SBC). Mitel was an early leader in both UC server and client virtualization, and the solutions support integrated provisioning, administration and maintenance functionality.Organizations looking for a fully integrated UC solution at an attractive price supporting multisite configuration and flexible cloud options should consider Mitel’s MiCollab UC solution. StrengthsThe Mitel MiVoice and MiCollab solutions provide a mature and comprehensive software suite. They are based on a common software architecture that can be distributed, or centralized in a data center. The solutions run on industry-standard servers and are certified on VMware-virtualized environments. The same solutions are also available as cloud offerings.Integration flexibility is a core strength of Mitel, whether to third-party applications from companies such as Microsoft, Google or Salesforce, or to SIP trunking through its own session border controller that is fully integrated with its product and management suite.Mitel’s channel initiatives (its focus on programs and support for its channel partners) combined with its rebranding initiative (the October 2014 rebrand launch) position it to grow its midmarket UC business and reach a broad array of midsize businesses across North America. As part of the channel changes, partners are rewarded for their credentials and capabilities (including vertical expertise) instead of only being rewarded for sales volumes. CautionsMitel’s channel partners are familiar with selling and supporting its telephony solutions, but some lack experience in installing and supporting the full UC solution set. Enterprises interested in a full UC suite should check their partners’ certifications, experience and references.Mitel provides UC licensing bundles that can change regularly, and therefore cause confusion. Mitel customers and channel partners need to ensure they understand precisely what is included with their license bundle.Mitel is utilizing a strategy of growth through acquisition and is evaluating making additional communications acquisitions to complement its existing product portfolio and grow its geographic footprint. This strategy could pose challenges for the company in terms of integrating multiple assets, certifying new partners and developing and supporting multiple solutions with limited resources.NECNEC is a global provider of IT services and products with its headquarters in Tokyo, Japan. NEC’s 2014 revenue was $29.5 billion.NEC positions two UC platforms for the midmarket: Univerge 3C, a software-based solution that operates across premises, cloud or hybrid environments; and UC for Enterprise (UCE), which was initially positioned in the large enterprise market but now scales down to support users in the 500- to 1,000-user segment. UC for Business (UCB), utilized on the SV8000 series communications servers, has been retired and replaced with NEC’s UCE on the SV9000 series (NEC’s software-based telephony platform). The SV9300 platform is targeted specifically at the midmarket. UCE is primarily a strong telephony platform with UC features bundled in, while the Univerge 3C is designed for organizations looking for a full UC software suite.Midmarket businesses looking to highly customize their UC applications in particular industry segments will be attracted to NEC’s vertical-specific expertise. NEC targets the education, government, healthcare, hospitality and transportation verticals. StrengthsNEC has sustained its strength in specific vertical markets, such as hospitality, healthcare, government and education, with standardized solutions. It provides appropriate business-specific customization through its standard Web-based interfaces and its Communication Enabled Business Processes (CEBP)-based development platform.NEC’s channel partners report strong support for sales and service. Its channel partners and customers benefit from rapid response times when preimplementation or postimplementation issues arise.All UC features are included in NEC’s communication products, which simplifies license bundles. Additionally, there are no extra licensing costs for disaster recovery. CautionsNEC’s brand recognition for UC in North America is lagging behind that of its competitors. To increase mind share in the midmarket, NEC needs to continue advancing its brand recognition and growing its midmarket installed base.Some of NEC’s North American channel partners are not certified on Univerge 3C, while others have extremely limited experience in installing and supporting it. Buyers interested in Univerge 3C should ensure they will be working with a partner with the appropriate certifications and experience.NEC technology is robust, but, with marketing strategies controlled by personnel based at the headquarters in Japan, it can be slow to adapt to changing market requirements — such as those for virtual and cloud solutions.ShoreTelShoreTel is a developer of business communications solutions, including corporate IP telephony, UC, mobility and contact center applications. It offers premises-based functionality through its ShoreTel 14.2 platform and hosted telephony through its ShoreTel Sky service. The company reported revenue of $339.8 million for fiscal year 2014.ShoreTel positions ShoreTel 14 as its premises-based platform. Its architecture is an appliance-based distributed design. The individual appliances operate independently, but are collectively managed and configured within a single ShoreTel Director Web application that scales to 20,000 users. The solution supports virtualized call control (new with update 14.2). The ShoreTel Director Web administration application is supported on Windows Server and via virtualization with VMware. User administration integrates IP telephony, UM, IM, audioconferencing (up to 1,000 ports, plus the ShoreTel Collaboration Service Appliance, which supports 200 audio ports), Web conferencing and collaboration (application sharing for Windows, iPad and iPhone), video (point-to-point and point-to-third party) and mobility.Consider ShoreTel if you have a distributed office environment and are looking for a reliable UC solution in which ease of use, ease of management and ease of implementation are more important than breadth and depth of features. StrengthsShoreTel’s solution is consistently praised by clients Gartner speaks to for being easy to use, easy to manage and involving a straightforward implementation process. This simplicity aligns with the capabilities of many IT-resource-constrained midmarket organizations.ShoreTel is expanding its integration with third-party providers to enhance functionality beyond its portfolio. It interoperates well with Microsoft Lync and is expanding its Innovation Network to offer better interoperability for SIP trunking, fax solutions and wallboards. ShoreTel integrates with 70 business applications related to CRM, ERP, HR and other functions.ShoreTel has a strong base of North American channel partners with broad coverage across vertical industries. Furthermore, ShoreTel has a solid channel program in place to support its partner base, utilizing both two-tier and nontiered support. ShoreTel’s partners report that the company is easy to do business with and that both presales and postsales support is favorable — which translates into generally positive response times to end-user inquiries. CautionsShoreTel has been slow to release its new multitenant platform for cloud, premises and hybrid deployments with a common client. The integrated platform continues to take a significant amount of time to bring to market, but is tentatively scheduled for a 3Q15 release. To date, ShoreTel has extended limited portions of its Sky portfolio to premises-based ShoreTel customers, including mobility, fax and UM capabilities.ShoreTel’s UC features will satisfy the functionality requirements of most midsize businesses, especially lower midmarket organizations; however, the ShoreTel solution is not as feature-rich as some of its competitors. For example, its conferencing capabilities (video, audio and Web) might not meet the requirements for some customized or robust functionality.ShoreTel has fewer resources (portfolio, human and financial) to leverage than many of its midmarket UC competitors. It doesn’t have significant pull through from sales of other technology, unlike some of its competitors leveraging networking, software or contact center technology, for example. Furthermore, its annual product revenue is on a smaller scale (less than $200 million in 2014). This means the company has to be careful with resource prioritization.ToshibaToshiba, based in Tokyo, Japan, is a global provider of electronics products across business and consumer markets. The company’s products include information and communications equipment and systems, Internet-based solutions and services, electronic components and materials, power systems, industrial and social infrastructure systems, and household appliances. Toshiba’s America Information Systems, Telecommunication Systems Division focuses on business communications solutions for small or midsize businesses (SMBs). For its 2014 fiscal year, Toshiba reported revenue of ¥6,502.5 billion or $63.2 billion.Within North America, Toshiba positions IPedge and UCedge in its midmarket UC portfolio. IPedge is an IP telephony solution built on a Linux-based platform and is available in three versions to support users of various sizes across the SMB market. The IPedge 1.6.2 release includes external federation with Microsoft Lync. Conferencing is supported in the IPedge server through the integrated IPedge Meeting solution, which provides Web-based meet-me audio/videoconferencing and Web collaboration, UM and IM/presence. The solution also features Microsoft Outlook calendar integration. UCedge is Toshiba’s client, supporting Android, iOS, Windows and Mac. All clients are interoperable via the Extensible Messaging and Presence Protocol (XMPP) and synchronized via the cloud (Google Drive), including contacts, presence and IM.Consider Toshiba if you are looking for a reliable, more telephony-centric offering geared to smaller environments — specifically the small business or the smaller end of the midmarket range. StrengthsToshiba’s customers and partners consistently report that its solutions are generally reliable and include the features most low-end midsize businesses desire, or use, to support their business communications.Toshiba sells exclusively through its authorized Toshiba dealers and does not compete directly with its partners. Channel partners report a high level of support from Toshiba and display above-average loyalty to the company. Toshiba’s National Accounts Program and Government Accounts Program provide consistent presales and product support to its partner community, resulting in favorable partner response times (and favorable customer support) when support needs arise.Toshiba’s position in the consumer and electronics areas as a large provider of laptops and TVs helps the company with brand recognition and leverage in North America. Furthermore, significant financial backing from the global corporation helps to boost its credibility in some UC bids. CautionsToshiba is not known for having premium phones or the most leading-edge, fully-featured UC solutions. Its portfolio includes much of the functionality businesses require, but might not meet some organizations’ needs for more robust collaboration capabilities.Toshiba and its channel partners have more experience in providing solutions to the small business and low-end midmarket segments. Certain limitations may exist for organizations requiring full UC functionality in the upper midmarket segment.Toshiba’s UCedge solution is relatively new (released during September 2014), and is in the early stages of use. Toshiba and some channel partners may have limited experience in supporting this solution, and Gartner has had limited feedback about it.UnifyUnify (formerly Siemens Enterprise Communications), headquartered in Munich, Germany, is a privately owned joint venture between private investor The Gores Group and Siemens. Unify’s 2014 revenue was $2.4 billion.Unify’s UC platform is OpenScape, with preconfigured applications for UC, contact center, session border controller and management. OpenScape comes in two flavors for the midmarket: OpenScape Business for the lower midmarket (100 to 500 users) and OpenScape Enterprise Express for the upper midmarket (500 to 1,000 users). Both solutions provide voice, messaging, audioconferencing and Web conferencing, mobility, contact center, security and management applications. OpenScape Business lacks native videoconferencing support, but supports video between Unify’s OpenStage SIP phones or when used with OpenScape Web Collaboration, while OpenScape Enterprise Express supports video.Although Unify’s communication and collaboration solution, Circuit, is not explicitly evaluated in this research (the solution is cloud-based), Gartner expects some elements of Circuit to be integrated into Unify’s premises-based platforms during the second half of 2015.Consider the OpenScape UC suite if your company is looking for a standards-based, cost-effective UC software suite that can be extended as needed via integration with third parties. StrengthsUnify offers vertical solutions for specific industry segments. For instance, OpenScape Xpert is targeted at financial services organizations and includes trading turrets. Unify has increased its focus on the healthcare, government (federal, state and local), higher education, manufacturing/automotive and finance/banking verticals.OpenScape Business is cost-effective, supports flexible configurations and comes with most of the functionality that midmarket enterprises require.Circuit provides Unify with an emerging next-generation teamwork and collaboration story that can be leveraged to grow interest and excitement around the Unify brand and its premises-based OpenScape Business. CautionsUnify lacks strong visibility in the North American market and is still filling out its channel partner network in this market — adding or renewing 47 strategic partnerships since January 2015. Unify will have to improve its market awareness to be successful in the highly competitive North American market.During the past year, Unify has undertaken significant management and go-to-market changes. Unify has a relatively new senior executive team, which has announced that the company will undergo significant reductions in staff as it transforms into a software and services company. It will take time to complete these changes, which could disrupt the company’s execution of its strategy.While continuing to enhance its existing OpenScape portfolio, Unify is placing significant emphasis on Circuit. The market demand and adoption of Circuit has yet to be determined. Vendors Added and DroppedWe review and adjust our inclusion criteria for Magic Quadrants and MarketScopes as markets change. As a result of these adjustments, the mix of vendors in any Magic Quadrant or MarketScope may change over time. A vendor’s appearance in a Magic Quadrant or MarketScope one year and not the next does not necessarily indicate that we have changed our opinion of that vendor. It may be a reflection of a change in the market and, therefore, changed evaluation criteria, or of a change of focus by that vendor. AddedThis is the first version of this Magic Quadrant, so all providers are new. DroppedThis is the first version of this Magic Quadrant, so no providers have been dropped. Inclusion and Exclusion CriteriaTo be included in this Magic Quadrant, solution providers must meet the following criteria:Offer an on-premises unified solution that includes all of the following six UC areas either natively or through a partner: (1) telephony; (2) conferencing (audio, video and Web); (3) messaging (which can be offered via integration with email, voice mail and various forms of UM); (4) presence and IM; (5) clients for multiple environments; and (6) the ability to support communications-enabled applications.The ability to integrate UC functions into a complete solution (can involve third-party products) and presented via a consistent interface.The ability to generate significant interest in the midmarket (100- to 999-employee) segment.An offering that has significant market presence (defined as market share, differentiating innovation, and/or mind share) in North America.Demonstrable UC for midmarket portfolio/products with references. Evaluation Criteria Ability to ExecuteGartner analysts evaluate UC product providers based on the quality, efficacy and overall maturity of the solutions, systems, tools and procedures that enhance individual, group and midsize enterprise communications. Ultimately, UC providers are rated on their ability and success in capitalizing on their vision.Product/Service:Core goods and services offered by the vendor for the midmarket. This includes current product capabilities, quality, feature sets, skills and so on, whether offered natively or through OEM agreements/partnerships as defined in the market definition and detailed in the subcriteria.Overall Viability:Viability includes an assessment of the overall organization’s financial health, the financial and practical success of the business unit, and the likelihood that the individual business unit will continue investing in the product, will continue offering the product and will advance the state of the art within the organization’s portfolio of products.Sales Execution/Pricing:The vendor’s capabilities in all presales activities and the structure that supports them. This includes deal management, ease of positioning UC licenses, competitive pricing and negotiation, presales support, and the overall effectiveness of the sales channel.Market Responsiveness/Record:Ability to respond, change direction, be flexible and achieve competitive success as opportunities develop, competitors act, customer needs evolve and market dynamics change. This criterion also considers the vendor’s history of responsiveness.Marketing Execution:The clarity, quality, creativity and efficacy of programs designed to deliver the organization’s message to influence the midmarket, promote the brand and business, increase awareness of the products, and establish a positive identification with the product/brand and organization in the minds of buyers. This mind share can be driven by a combination of publicity, promotional initiatives, thought leadership, word of mouth and sales activities.Customer Experience:Relationships, products and services/programs that enable clients to be successful with the products evaluated. Specifically, this includes the ways customers receive technical support or account support. This can also include ancillary tools, customer support programs (and the quality thereof), availability of user groups, service-level agreements and so on.Operations:The ability of the organization to meet its goals and commitments. Factors include the quality of the organizational structure, including skills, experiences, programs, systems and other vehicles that enable the organization to operate effectively and efficiently on an ongoing basis in the midsize enterprise UC market. Table 1. Ability to Execute Evaluation CriteriaEvaluation CriteriaWeightingProduct or ServiceHighOverall ViabilityMediumSales Execution/PricingHighMarket Responsiveness/RecordHighMarketing ExecutionMediumCustomer ExperienceHighOperationsMediumSource: Gartner (May 2015) Completeness of VisionGartner analysts evaluate UC product providers on their ability to convincingly articulate logical statements about current and future market directions, innovations, customer needs and competitive forces, and how well these map to Gartner’s overall evaluation of the midsize enterprise UC market.Market Understanding:The vendor’s understanding of how customer needs are changing (for users and the IT group responsible for managing telephony, collaboration, UC). It was especially important to see how vendors proposed to complement, or compete with, UC collaboration solutions.Marketing Strategy:A clear, differentiated set of messages consistently communicated throughout the organization and externalized through the website, advertising, customer programs and positioning statements related to the midsize enterprise UC market.Sales Strategy:The strategy for selling solutions to the midmarket that uses the appropriate channels, marketing, service and communication affiliates that extend the scope and depth of market reach, skills, expertise, technologies, services and the customer base.Offering (Product) Strategy:The vendor’s approach to product development and delivery that emphasizes ease of use, functionality, methodology and feature sets as they map to current and future requirements for the midmarket.Business Model:The logic of the vendor’s underlying business proposition for the direction of UC in the midmarket.Vertical/Industry Strategy:The vendor’s strategy to direct resources, skills and offerings to meet the specific needs of individual market segments, including vertical markets.Innovation:The vendor’s innovation to capture market share and grow in associated markets, with a combination of technology and services to grow revenue beyond the market average.Geographic Strategy:A demonstration of how resources, skills and product offerings are directed to meet the needs of North American midsize organizations. Table 2. Completeness of Vision Evaluation CriteriaEvaluation CriteriaWeightingMarket UnderstandingHighMarketing StrategyHighSales StrategyHighOffering (Product) StrategyMediumBusiness ModelMediumVertical/Industry StrategyHighInnovationMediumGeographic StrategyMediumSource: Gartner (May 2015) Quadrant Descriptions LeadersVendors in the Leaders quadrant have UC portfolios that are specifically positioned with features and functionality to meet the needs of midsize businesses. The user and management interfaces are integrated and generally intuitive and easy to use. Leaders balance the need for some customization with end users’ desire for simplicity in their licensing structures, sales demos and UC solutions portfolio. Vendors in this quadrant have mature channel programs with distinct processes for presales and postsales support. ChallengersVendors in the Challengers quadrant offer UC portfolios that have most of the elements of providers in the Leaders quadrant, but are lacking in one or more critical area. Typically, the UC portfolio might feature an array of UC features and functions, but the solution lacks simplicity or ease of use in its administration/management and interfaces. In other instances, the provider’s channel partners might not have significant experience in positioning portions of the UC portfolio. VisionariesVendors in the Visionaries quadrant typically offer a strong and differentiating approach to one or more core areas. These vendors, however, have a limited ability to execute across the entire set of requirements or they have marketing and/or distribution challenges that limit their ability to challenge the leading providers. Niche PlayersVendors in the Niche Players quadrant offer solutions that are strong in a particular segment of the market, but do not execute well across the full midsize segment. These vendors might have notable traction with a particular user group or meet a unique/specific business case requirement. ContextUC for the midmarket is evolving, with providers displaying varying capabilities in their midmarket-focused portfolios and more significant differences in their go-to-market delivery capabilities. Midsize businesses seeking premises-based UC (or at least having a portion of their UC portfolio as dedicated, versus shared or multitenant) must evaluate a range of factors to determine if internal requirements can be met by a provider and its channel partners.We find many midmarket organizations, especially upper-midsize organizations, will evaluate a mix of hybrid and premises-based solutions. In many cases, conferencing functionality (audio, video, Web) will be obtained via the cloud to meet certain use-case requirements, while other functionality (telephony and UM) will be obtained through a dedicated premises-based solution. Use cases for cloud conferencing include external client-facing meetings and training sessions or meetings that scale beyond a certain threshold. In many cases, collaborative, internal-facing ad hoc sessions will be handled through premises-based UC portfolio solutions. Midsize organizations will need to examine internal conferencing business requirements to determine the best fit, or fits, to support their business needs in the context of any pre-established corporate requirements (such as security, regulation, and others). UC Technology TrendsIT planners should examine technical features that display a high level of ongoing evolution:Mobility.Many midmarket organizations are distributed (multisite entities) in nature and have workers that yield higher rates of productivity through conducting some business functions via mobile devices. Providers’ mobile device support (OS and device type) varies with different UC functions. Furthermore, providers display differences in their ability to seamlessly manage these functions. Mobile support is still maturing across providers’ UC portfolios and is expected to remain changeable as mobility transforms and evolves.WebRTC.Some providers, especially those without significant legacy investments in conferencing platforms, are leveraging WebRTC for their conferencing functionality. The protocol is still in its early stages of development and therefore at the mercy of, and subject to, ongoing developments. As the protocol evolves, we expect greater use of WebRTC in enterprise conferencing functionality. In the near term, however, IT planners should ensure conferencing functionality meets the requirements to support their business activities.UC solution administration and management.UC solutions are at varying stages of functional integration. Some elements of UC suites are tightly integrated with consolidated servers, administration tools and consistent user interfaces. Others display limited integration and create additional complexity in terms of configuration, administration and management. Delivery CapabilitiesIT planners should focus evaluation efforts on providers’ midmarket delivery capabilities. Most providers in this evaluation sell to the midmarket exclusively through their channel partners. Some providers display expertise in positioning and delivering solutions to a particular segment within the midmarket, while other providers have broad delivery capabilities with experienced channel partners selling and supporting UC solutions across the entire midmarket. In some cases, solutions that were designed for very small businesses might lack specific capabilities or channel partners with expertise in supporting larger environments. Conversely, certain providers with long-standing expertise in large enterprise markets could face challenges meeting the requirements for straightforward, easy-to-use, integrated solutions that channel partners can easily support in the midmarket. Successful providers balance the right mix of UC features and functionality against cost and complexity and have best-in-class channel programs in place to support presales and postsales initiatives.IT planners should consider several non-UC product-specific elements as part of their UC solution evaluation:Expertise of the partner/provider in installing the UC solution:Experience positioning the solution in organizations of similar size?Appropriate certifications required to sell, install and support all elements of the solution?Determine partner status — gold, platinum or premium — to ensure adequate response times will be delivered by the provider to the partner to meet the requirements for higher tiers of support.Evaluate UC solution provider:Favorable Net Promoter Scores (NPS)?Strong support and channel programs in place to support its solutions and channel partners?Proven track record of delivering solutions in the midsize enterprise market segment? Market OverviewLeadersProviders in the Leaders quadrant — Cisco, Mitel, Avaya and ShoreTel — receive frequent consideration from midsize businesses evaluating UC solutions. These providers have features and functionality designed to specifically meet the needs of most midsize businesses. Cisco displays a robust midmarket UC feature set, but displays a higher level of complexity in some of its positioning. ShoreTel excels in positioning a solution with most of the functionality that most midsize businesses require, along with intuitive interfaces and easy-to-implement appliances that are backed by experienced midmarket channel partners. However, certain features are not as robust with ShoreTel as with other providers in the Leaders quadrant. Mitel has a partner ecosystem and solution set that is well-suited to midmarket organizations, with growing expertise in seamless migration of customers to UC. Avaya continues to enhance and scale its midmarket portfolio, but faces challenges in receiving consideration from nonlegacy Avaya prospects.ChallengersNEC appears in the Challengers quadrant position with its software-based 3C solution set. 3C provides functionality suitable for most midmarket organizations, but NEC lacks a base of widespread North American partners with significant expertise in positioning and supporting the solution to enable widescale execution.VisionariesMicrosoft and Unify appear in the Visionary quadrant. Microsoft has the potential to disrupt the market with its Lync offering, but the company hasn’t broadly packaged Lync (phones, gateways, licenses) in a way that meets most midsize organizations’ needs for an easy-to-implement, easy-to-manage solution set that is positioned with straightforward pricing. Furthermore, Lync’s telephony functionality is still maturing. Unify competes in the midmarket with its OpenScape Business and OpenScape Enterprise solution sets. The company has undergone transitions with rebranding (renamed in 2H13), and has experienced organizational leadership changes followed by shifts and promotions in its North American go-to-market channel strategies. Unify’s solutions provide the features and functionality that most midsize organizations desire, but the organization lacks demonstrated execution in the North American UC midmarket segment.Niche PlayersProviders in the Niche Players quadrant — Digium, Toshiba and Interactive Intelligence — display strengths in specific UC areas for the midmarket, but do not execute well across all areas. Interactive Intelligence has traction with organizations requiring contact center functionality, but lacks some conferencing capabilities and lags behind in pricing and broader support to its channel partners. Toshiba excels in meeting the needs of many lower midmarket organizations, but its UCedge collaboration solution is in the early stages of adoption — with many partners lacking experience in positioning and supporting the solution. Digium is noted for offering a solution that is packaged well for the small business market (integrated with functional licenses extended to all users across the organization) and priced well for highly price-sensitive users; however, the solution lacks some native conferencing functionality and features some scalability limitations.EvidenceThis research is based, in part, on:Feedback from Gartner inquiriesProviders’ responses to questionnaires specific to this Magic QuadrantInterviews with the providers’ channel partnersInterviews with the providers’ customersOne-on-one briefings with the providersGenerally available information, news and data in financial and industry publicationsDiscussions with Gartner peers in relevant research communitiesGartner management critique and peer review, and vendor review and confirmation Evaluation Criteria DefinitionsAbility to ExecuteProduct/Service:Core goods and services offered by the vendor for the defined market. This includes current product/service capabilities, quality, feature sets, skills and so on, whether offered natively or through OEM agreements/partnerships as defined in the market definition and detailed in the subcriteria.Overall Viability:Viability includes an assessment of the overall organization’s financial health, the financial and practical success of the business unit, and the likelihood that the individual business unit will continue investing in the product, will continue offering the product and will advance the state of the art within the organization’s portfolio of products.Sales Execution/Pricing:The vendor’s capabilities in all presales activities and the structure that supports them. This includes deal management, pricing and negotiation, presales support, and the overall effectiveness of the sales channel.Market Responsiveness/Record:Ability to respond, change direction, be flexible and achieve competitive success as opportunities develop, competitors act, customer needs evolve and market dynamics change. This criterion also considers the vendor’s history of responsiveness.Marketing Execution:The clarity, quality, creativity and efficacy of programs designed to deliver the organization’s message to influence the market, promote the brand and business, increase awareness of the products, and establish a positive identification with the product/brand and organization in the minds of buyers. This “mind share” can be driven by a combination of publicity, promotional initiatives, thought leadership, word of mouth and sales activities.Customer Experience:Relationships, products and services/programs that enable clients to be successful with the products evaluated. Specifically, this includes the ways customers receive technical support or account support. This can also include ancillary tools, customer support programs (and the quality thereof), availability of user groups, service-level agreements and so on.Operations:The ability of the organization to meet its goals and commitments. Factors include the quality of the organizational structure, including skills, experiences, programs, systems and other vehicles that enable the organization to operate effectively and efficiently on an ongoing basis.Completeness of VisionMarket Understanding:Ability of the vendor to understand buyers’ wants and needs and to translate those into products and services. Vendors that show the highest degree of vision listen to and understand buyers’ wants and needs, and can shape or enhance those with their added vision.Marketing Strategy:A clear, differentiated set of messages consistently communicated throughout the organization and externalized through the website, advertising, customer programs and positioning statements.Sales Strategy:The strategy for selling products that uses the appropriate network of direct and indirect sales, marketing, service, and communication affiliates that extend the scope and depth of market reach, skills, expertise, technologies, services and the customer base.Offering (Product) Strategy:The vendor’s approach to product development and delivery that emphasizes differentiation, functionality, methodology and feature sets as they map to current and future requirements.Business Model:The soundness and logic of the vendor’s underlying business proposition.Vertical/Industry Strategy:The vendor’s strategy to direct resources, skills and offerings to meet the specific needs of individual market segments, including vertical markets.Innovation:Direct, related, complementary and synergistic layouts of resources, expertise or capital for investment, consolidation, defensive or pre-emptive purposes.Geographic Strategy:The vendor’s strategy to direct resources, skills and offerings to meet the specific needs of geographies outside the “home” or native geography, either directly or through partners, channels and subsidiaries as appropriate for that geography and market.