Enterprises Change Approach to Digital Workplace Solutions in Response to Pandemic
ISG Provider Lens™ report says trends in endpoint management, communications and collaboration and employee engagement have accelerated under new conditions
The 2021 ISG Provider Lens™ Future of Work –
“The sudden need for remote work during the pandemic has shone a spotlight on the potential of digital workplace technologies,” said
In the past two to three years, unified endpoint management (UEM) has been transformed from a combination of client management tools (CMT) and enterprise mobility management (EMM) into single-pane, co-management solutions that bridge these approaches and enable administration of both modern and traditional devices, the report says.
The pandemic lockdowns of 2020 led companies to adopt device-as-a-service and virtual desktop offerings, the report says. Companies had to quickly set up devices for employees at home, without a technician on site, then securely manage those devices. At the same time, UEM vendors had to extend their solutions to virtual devices and endpoints.
Security, which was not a central feature of UEM at first, has become the most important aspect of UEM solutions, according to ISG. Many vendors now integrate UEM with solutions for endpoint detection and response, identity and access management and security information and event management.
The pandemic has also accelerated changes in unified communications (UC) and unified communications as a service (UCaaS) as companies rely more on virtual and video collaboration, ISG says. On-premises UC deployments are now in the minority, as enterprises turn to the cloud for telephony to support hybrid workforces. Meanwhile, video collaboration has gone from a nice-to-have feature to an essential tool and a crucial element of UCaaS solutions. Vendors are also integrating contact center-as-a-service in UCaaS offerings, often by merging with or acquiring contact center providers.
Employee engagement and productivity have become higher priorities as enterprises recognize that technologies that help remote employees better connect with peers and knowledge can also make them more productive, the report says. Platforms for engagement and productivity begin with meeting and conferencing solutions and typically include intranets, enterprise social networking, automated team collaboration solutions and task/project management capabilities.
The 2021 ISG Provider Lens™ Future of Work –
The report names Microsoft as a Leader in all three quadrants. It names 8X8, BlackBerry, Cisco, Citrix, Google, IBM, Igloo, Ivanti, RingCentral, Salesforce (Slack), VMware, Workplace from Meta, Zoho (ManageEngine) and Zoom as Leaders in one quadrant each.
In addition, BlueJeans from Verizon and Citrix are named as Rising Stars—companies with a “promising portfolio” and “high future potential” by ISG’s definition—in one quadrant each.
The 2021 ISG Provider Lens™ Future of Work –
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.
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