The Future of Workplace Collaboration Is Teams Technology

The Future of Workplace Collaboration is Teams Technology

Irwin Lazar VP and Service Director Nemertes Research The Future of Workplace Technology is Teams Irwin Lazar VP & Service Director, Nemertes Research [email protected] @Nemertes @imlazar 15 May, 2019

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Topics We Cover Research We Conduct Services We Provide • Cloud, Networking & Infrastructure • Benchmarks: Live discussions with • Research advisory service Services IT leaders • Strategy & roadmap consulting • Cybersecurity & Risk Management • Vendor & technology assessment • Digital Customer Experience • Surveys: Industry-leading data • Digital Transformation integrity methodology • Cost models • Digital Workplace • Maturity models • Internet of things (IoT) • Vendor discussions: Product, • Annual conference technology analysis

Key Characteristics: • Persistent chat spaces / rooms / channels Also called: • Optimized for mobile • Team Chat • Freemium delivery model (in most cases) • Team Messaging • Highly extensible • Persistent Chat • Bundled or integrated UC functions • Workstream Communications • Typically cloud delivered • Rapidly evolving to become more than chat

Emerging Project / Task Other / Open UC Vendors Vendors Management Source

• ALE Rainbow • Amazon Chime • Asana • Open Source: IRCCloud, Let’s • Avaya Equinox • Chatwork • Bolste Chat, Mattermost, • Cisco Webex Teams • Fleep • CA Flowdock (AppDev) Rocket.Chat, Zulip • Fuze Messaging • Flock • Colabus • Healthcare: Lua / Stitch / Tiger Text • Google Hangouts Chat • Grape • Gitter (AppDev) • Federation: Sameroom (8x8), • Microsoft Teams • NetSfere • Flow Matrix, Mio, NextPlane • Mitel MiCollab • Ryver • Huddle • Embeddable: Moxtra • RingCentral Glip • Slack • Quip (Salesforce) • Mobile: Voxer • Unify Circuit • Symphony • Redbooth • Consumer: Facebook • Workplace by Facebook • Taskword Messenger, GroupMe, • Zinc • Trello SnapChat, WeChat, • Wrike WhatsApp

© 2019 Nemertes Research DN7740 What Makes These Cool? • Easy to use • Communications in context • Integrations, integrations, integrations • Workflow optimization • Comprehensive search • Freemium • Mobile alerting (with extensive controls) • They aren’t email

© 2019 Nemertes Research DN7740 So What’s the Catch? • Yet another collaboration app (and maybe more than one) • One enterprise app or multiple apps? • Lack of B2B federation* • Interruption overload • Need to integrate with enterprise search So many apps…so little time…. • Security concerns • Governance / Archiving / Retention

Encryption and Key Management

• Most offer at-rest and in-motion, but data may be exposed in process. Cisco, Symphony offer end-to-end encryption, potential impact on search, may not cover integrations, some features, Enterprise Key Management emerging

Message Export and Archiving

• Most now offer ability to export to third-party archive, support for localized data storage

Access

• Single sign-on becoming common, varying approaches for guest access that may lead to vulnerabilities • Platforms increasingly offering granularity in controlling access to channels

Others: • Fuze • Lifesize Chat • Wrike • Zoom

Centralized: Single app for all • Easier to govern • Cheaper? • Easier to integrate with existing environment Microsoft Our team • More restrictive Teams is free with Office 365, likes why use Slack! anything else?

Cisco Teams Decentralized: Pick your app Stride • Enables workgroups to choose their aligns with our favorite app UC strategy! integrates • Enables experimentation with our • Difficult to govern / manage AppDev • Too many apps? We already use G Suite! tools

Best for…. • Large Enterprises in regulated industries with conservative/moderate views toward technology • Need for centralized compliance, retention • Requirement for security controls including end-to-end encryption • Unable to leverage cloud • Already existing enterprise-wide deployment of Office 365 or Cisco UC

Best for…. • Distributed or small enterprises with aggressive/bleeding edge views toward technology • Able to sacrifice some elements of control in exchange for flexibility • No enterprise-wide deployment of Office 365 or Cisco UC • Workgroups have already deployed and integrated team apps into their processes (e.g. software development, sales)

App integrations enable workflows to be managed within team collaboration spaces

Typically available through marketplaces, app stores, or custom-built leveraging workflow apps like #IFTTT and Zapier

CRM, Analytics, Meeting apps most often integrated

Average Decline: 22.8%

Team collaboration, integrated with workflows may reduce the number of meetings by enabling teams to manage projects and task status from within the app.

31.3% of success group saw meeting decline

Average Decline: 12.2%

Team collaboration may replace email conversations, improving context of conversations and ability to add new persons to discussions

34.4% of success group saw meeting decline, versus 15.2% of non-success group

Average Increase: 13.0%

Team collaboration may improve collaboration by integrating messaging and application data to improve context of communications

56.3% of success group saw productivity increase, versus 20.3% of non-success group

© 2019 Nemertes Research DN7740 Don’t Limit Yourself… • Lots of apps, with more emerging, don’t lock yourself into one • Evaluate your UC vendor offerings to integrate with your calling / meetings strategy • Consider other alternatives that may support unique requirements o High security o B2B o On-premises o Open Source / low cost / free o AppDev integration o Extensibility o Rich embedded UC experience • Bottom line: Cast a wide net!

Be proactive, team collaboration is probably already in your organization and increasingly the focus of your UC provider

Evaluate solutions offered by incumbent unified communications and collaboration vendors versus those offered by new entrants into the collaboration market

Create business cases to understand the costs of acquisition and management, and potential productivity improvements

Develop governance strategies to ensure that information contained within team chat apps is managed in accordance with information protection and retention requirements.

Plan for an evolution of team collaboration as apps increasingly compete with, or integrate into existing collaboration platforms, and offer integration into business processes

Irwin Lazar Vice President and Service Director, Nemertes Research [email protected] @nemertes @imlazar