# 9: Continuous connectivity drives communications support services: If you wait for someone to report a problem with mission-critical communications, you may already be too late. Issue response can only be accelerated so much, so it's imperative to head off trouble before it happens.

# 10: Clients take control of managed services: Organizations are continuing to take a more active role in deciding whether to enter a managed service relationship. Key questions they are asking in this process include: Are our IT operating costs predictable? Do we have the IT staff we need?

#11: UC managed services/outsourcing facilitates alignment between IT and business units: In the past, decisions to employ managed services or outsourcing were typically made by the IT department with little business unit input. Today, IT and business units are increasingly coming together to identify whether and where cost savings can be achieved.

# 3: Contextual data spans the last mile of personal productivity: Contextual data provides information that frames up encounters and collaborations, whether voice, video, chat or text. At this point, contextual capabilities remain in their infancy, with promising prototypes surfacing in the marketplace. Adoption will expand as users refine their contextual preferences and vendors respond with flexible, affordable solutions.