Project background:

Converged Communication (UC) refers to the integration of communication technology and information technology, which can provide a variety of communication methods and application functions, such as telephone, SMS, instant messaging, video conference, e-mail, voice mail, etc. Converged communication can improve the communication efficiency and cooperation ability of enterprises, reduce the communication cost and management complexity, and enhance the competitiveness and innovation of enterprises. It is expected that the converged communications market will continue to expand at a compound annual growth rate of more than 20% in the next few years, and the market size will reach 43 billion billion yuan by 2026.

Customer pain points:

Shangpu Consulting's customers are mainly converged communication equipment providers, software and application providers, system platform providers, service providers (system integrators) and network operators. Champ Consulting's clients face the following pain points:

-The converged communications industry is highly competitive, and customers need to understand their positioning and advantages in the market, as well as the strategies and trends of competitors.

-The technology of the converged communications industry is changing rapidly, and customers need to keep abreast of the latest technological trends and innovations, as well as changes in technical standards and policy environment.

-The needs of users in the integrated communications industry are diverse, and customers need to have an in-depth understanding of user demand characteristics, preferences, satisfaction and loyalty, as well as user evaluation and feedback on products and services.

-The converged communications industry has broad market opportunities, and customers need to identify potential market demand and growth points, as well as market segmentation and differentiation strategies.

Project purpose:

In July 2023, Shangpu Consulting completed a research project on user needs and satisfaction in the converged communications industry. The main objectives of the project are:

-Understand the basic situation of users in the converged communication industry, such as scale, distribution, type, attribute, etc.

-Investigate the demand, frequency of use, use scenarios, and experience of users in the converged communications industry for products and services.

-Assess the satisfaction, loyalty and willingness to recommend of products and services of users in the converged communications industry.

-Explore the improvement opinions, expected functions and future needs of users in the converged communication industry on products and services.

-Provide research reports on the needs and satisfaction of users in the converged communications industry, and provide a basis for customers to formulate product and service strategies.

Research object:

The project uses a combination of quantitative and qualitative methods to conduct research. The quantitative research mainly adopts the form of online questionnaire, which sends the questionnaire link to the target users through the network platform to collect the user's evaluation data of the fusion communication products and services. Qualitative research mainly adopts the form of in-depth interviews, one-on-one or group interviews with some important users through telephone or video, in-depth understanding of users' feelings and demands for converged communication products and services. The research objects of the project include the following categories:

-Converged communication device users: mainly enterprises that use converged communication devices, such as IP phones, video conference terminals, call centers, etc. The number of such users is 1000, accounting for 20% of the total users.

-Users of converged communications software and applications: primarily businesses that use converged communications software and applications, such as instant messaging, email, voice mail, etc. The number of such users is 3000, accounting for 60% of the total users.

-Converged communication system platform users: mainly enterprises that use converged communication system platforms, such as unified communication platforms and cloud communication platforms. The number of such users is 500, accounting for 10% of the total users.

-Users of converged communication service providers (system integrators): mainly enterprises that provide converged communication services, such as system integration, solution design, operation and maintenance services, etc. The number of such users is 500, accounting for 10% of the total users.

Project Content:

The main contents of the project include the following aspects:

-Research plan design: according to the project purpose and research object, formulate the research plan, including research methods, research tools, research samples, research time, etc.

-Research data collection: According to the research plan, the implementation of research activities, through online questionnaires and in-depth interviews and other ways to collect research data.

-Research data research: according to the research data, the use of statistical research, text research, chart research and other methods of data cleaning, sorting, induction and research.

-Research report writing: according to the research data and research results, write research reports, including research background, research purpose, research methods, research results, research conclusions and suggestions, etc.

Project Value:

-To provide customers with a comprehensive and in-depth understanding of user needs and satisfaction in the integrated communications industry, to help customers better grasp the market dynamics and user psychology.

-Provide customers with quantitative and qualitative data support of user needs and satisfaction in the integrated communication industry, and help customers more accurately evaluate the advantages, disadvantages and competitiveness of products and services.

-Provide customers with research reports on user needs and satisfaction in the integrated communications industry, help customers formulate product and service strategies that are more in line with market and user needs, and improve customer satisfaction and loyalty.

-Provide customers with improvement opinions and expectation functions that integrate the needs and satisfaction of users in the communications industry, help customers continuously optimize and innovate products and services, and enhance customer competitiveness and innovation.