This report summarizes Techaisle survey findings from 1,954 midmarket and enterprise firms across the US and major European countries, showing strong momentum to modernize business communications: 63% plan upgrades, 92% prioritize hybrid (mixing on-prem and cloud), and 53% prefer AI-powered systems. Legacy platforms are a major drag—68% have been in place over seven years—driving modernization to improve customer engagement (52%), address unsupported/inflexible systems (48%), support remote and mobile workers (45%), consolidate fragmented tools (42%), and add differentiated functionality (40%). Hybrid is favored for collaboration, data control/security, scalability, and maximizing existing investments. AI demand centers on staff efficiency, faster customer response, multilingual communication, personalization/summarization, and behavioral analytics. The report also outlines key vendor selection criteria—services/support, integrations, AI innovation, security/compliance, workforce flexibility, contact center capabilities, and ease of management—plus US vs. Europe differences in priorities and adoption barriers.

Join for free to read