Latin American IT / Telecom Buyers Perspective on Communications and Collaboration Investment Priorities After COVID-19 –

DUBLIN – (COMMERCIAL THREAD) – The report “Latin America in the post-pandemic world” has been added to offer.

This study provides data collected through an online survey of 468 IT and telecom decision makers in several customer segments and industries in Latin America. The survey was conducted in November and December 2020.

The overall objective of the research is to measure the current use and future decision-making behavior of communication and collaboration solutions across verticals, customer segments and professional roles in Latin America.

Specifically, this study provides data on adoption drivers and constraints, deployment plans, perceived benefits and concerns, and allocated budgets for the following technologies and tools: business telephony, video conferencing , team collaboration, instant messaging and presence, and other technologies.

Respondents were qualified as follows:

  • IT / telecom decision maker in organizations with more than 10 employees

  • Have knowledge of communication and collaboration services

The analyst aims to:

  • Understand the IT challenges organizations face today

  • Monitor the state of digital transformation

  • Evaluate the current and future use of business communication technologies

  • Assess the factors that drive investment in communication technologies

  • Evaluate IT and communication trends

Digital transformation strategies

  • The Customer Care, Marketing and Sales departments are the main priorities for investments in digital transformation.

  • While IT departments are still the driving forces behind the adoption of new digital business solutions, department heads in Latin America have greater influence compared to the global average.

  • Over the next two years, policymakers in Latin America shared that cybersecurity and the digitization of its sales and marketing operations was their top priority for investments.

  • Security features, after-sales service, reliability and return on investment are the main investment factors when making digital transformation purchasing decisions over the next two years in Latin America.

Impact of COVID-19

  • While COVID-19 has certainly had an impact on the acquisition of innovative technologies, the same cannot be said for the pace of digital transformation as only a third of respondents shared that the pandemic has slowed down their strategy.

  • Since the pandemic, Latin American businesses have prioritized adopting new ways of working, improving their e-commerce capabilities, increasing their ability to respond to peaks in demand, and accelerating digital customer engagement.

  • The increase in remote work and customer and employee safety concerns have been the biggest impacts of COVID-19 in Latin America. But there were others (secure budget for IT investments, distribution delays, manufacturing interruptions).

  • Only 50% of those surveyed said they provided remote workers with computers and / or mobile devices, meaning a large portion of them used their personal devices to work during the pandemic, creating a potential risk for the safety.

  • In addition to Internet connectivity performance, IT administrators encountered issues related to security, compliance, and providing data and application access to remote workers. Supporting remote worker technologies was also a challenge.

The future of work

  • In addition to implementing security protocols, companies in Latin America plan to reduce real estate (to accommodate hybrid work), implement staggered shifts, and add more meeting rooms. .

  • 70% of decision-makers said they plan to have at least 25% of their workforce (part-time or full-time) work from home, only 2% said they do not plan to authorize remote work in 1 year.

  • Regarding office layout in Latin America, policymakers described a mixed environment, consisting of cubicles and private offices, open plan offices with and without small meeting rooms, and telephone booths. However, on average, the number of private offices will increase more than other alternative spaces, a trend impacted by the need for social distancing protocols.

  • Migration to the cloud

  • When selecting a cloud communications provider, the main decision-making factors in Latin America are security, reliability, and price. However, a large portfolio of technologies and a reputation / existing relationship are also relevant

  • While video conferencing (storage) applications and infrastructure are the technologies with the highest cloud deployment rate in Latin America, Big Data Analytics and Enterprise Mobility Management are the ones that are migrating more aggressively to the cloud over the past 2 years. coming years.

  • Adoption of communication and collaboration tools

  • In terms of communication and collaboration solutions, most companies in Latin America use a desktop video conferencing application or meeting room video conferencing, as well as a team collaboration tool.

  • Only 50% of companies in Latin America currently offer professional headsets to all their employees. However, 70% provide team collaboration tools for everyone, and 64% do the same with desktop video conferencing applications.

  • 72% of Latin American decision makers said they already use a webcam or USB conference camera in at least some of their meeting rooms. However, only 46% said they had a full video conferencing system or all-in-one video conferencing device in use.

  • Video conferencing is primarily consumed in the region as a result of hybrid deployment, combining integrated cloud services with on-premise video infrastructure among surveyed organizations.

  • Improving the customer experience, enabling productive remote working, improving teamwork and increasing office productivity are the main drivers for investing in communication and collaboration solutions in Latin America over the next two years. However, decision makers may not invest in or use a collaboration solution for many reasons. The most relevant are if they have security issues, it’s too complex to integrate, it’s difficult to manage, or if the cost is prohibitive.

  • Communications and collaboration Investment factors and budgets

  • Security features, reliability, after-sales service and return on investment are the main investment factors when making communication and collaboration purchasing decisions over the next two years in Latin America.

  • Only 9% of those questioned predict that their IT / Telecom budget will decrease in 2021 compared to 2020. However, the majority (55%) anticipate an increase of 27% on average.

For more information on this report, visit

About Geraldine Higgins

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