The Forrester Wave: Mobile Collaboration Whitepaper
Transcript of The Forrester Wave: Mobile Collaboration Whitepaper
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Making Leaders Successul Every Day
Agst 5, 2011
The Feste Wae: MeCaat, Q3 2011 Ted Schade
Ctet & Caat Pessas
http://www.forrester.com/ -
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2011 Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRankings, and Total EconomicImpact are trademarks o Forrester Research, Inc. All other trademarks are the property o their respective owners. Reproduction or sharing o thiscontent in any orm without prior written permission is strictly prohibited. To purchase reprints o this document, please email [email protected]. For additional reproduction and usage inormation, see Forresters Citation Policy located at www.orrester.com. Inormation is
based on best available resources. Opinions refect judgment at the time and are subject to change.
F Ctet & Caat Pessas
ExECuTivE SuMMAry
Mobile collaboration means putting collaboration workloads onto all-important smartphones and
tablets, then delivering a great user experience anywhere, anytime, on any device. Tis is a high
bar to clear, but we ound 13 vendors able to clear it. In Forresters 15-criteria evaluation o mobile
collaboration vendors, we ound that Adobe, Box, Cisco, IBM, salesorce.com, SugarSync, Skype, and
Yammer led the pack because o their commitment to tablets and smartphone platorms as well as a
strategy aligned with the needs o the mobile workorce: low latency, cloud reach, and platorm support.We also ound many Strong Perormers A&, Citrix, Dropbox, Evernote, and Google. In this
handpicked group o mobile collaboration vendors, no vendor slipped into the Contender or Risky Bet
categories at least as it relates to mobile support.
TA blE oF ConTEnTSMile Cllaratin Reires A New App
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MobILE CoLLAboRATIoN REquIRES A NEW APP APPRoACH
When work is a thing you do rather than a place you go, you know you are living in a work-
anywhere world.1 Already, when your most productive employees use our devices to get work done,
client/server solutions with on-premises servers are inadequate, simply not responsive or agile
enough or escalating user requirements and expectations.
Instead, the uture belongs to a new application architecture that Forrester calls the mobile app
Internet, dened as an architecture o native apps on smart mobile devices linked to cloud-based
services that provide a context-rich experience anytime, anywhere.2 In this architecture, where user
expectations or quality and latency are very high, the winning mobile collaboration solutions are:3
Designed to run well on any mobile device. With so many dierent mobile platorms and ormactors to target, vendors will have to organize dierently, code dierently, and execute dierently.
Design skills grow ever-more important (and scarce); new abstraction layers that separatepresentation rom interaction rom back-end services are required; and teams must design or
mobile rst. Startups have an easier time with this new approach than established vendors.
Delivered as a cloud service. Latency is already a problem or distributed organizations. Evenwaiting or email to upload or download to a remote site can be painul. And access to team
sites and even the le system rom a hotel room over a virtual private network (VPN) can be
excruciatingly slow. Te problem is the lack o capacity, bandwidth, and data close to the device.
Te solution is cloud suppliers with data centers around the world and points o presence in
every major city. Te cloud is simply better or delivering good mobile app experiences.
HoW WE SELECTED AND EVALuATED MobILE CoLLAboRATIoN VENDoRS
o assess the state o the mobile collaboration market and see how the vendors stack up against each
other, Forrester evaluated the mobility strengths and weaknesses o the vendors that our clients
are asking most about. We included vendors in our collaboration categories: document-based
collaboration, webconerencing, videoconerencing, and activity streams. We limited the vendors
to those with native apps on more than one mobile operating system (AKA mobile platorm) with
a cloud solution and market experience, which means we le some vendors out, including Apple,
Microso, and RIM.
We evaluated only the mobile characteristics, not the collaboration category eatures. In any vendorselection you must o course evaluate actors like platorm alignment, product eatures, and the
vendors enterprise readiness, platorm support, and cloud reach (see Figure 1).
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Figre 1 Me Caat Sts reqe A Cmpehese Feate Set
Source: Forrester Research, Inc.59284
PublicAdobe Connect High Medium Global
PublicAT&T Connect High Medium Global
$71MBox Medium High Regional
PublicCisco WebEx High High Global
PublicCitrix GoToMeeting High Medium Regional
$7MDropbox Low High Regional
$43MEvernote Low High Regional
PublicGoogle Apps High Medium Global
PublicIBM LotusLive Meetings High High Global
PublicSalesforce Chatter High High Regional
$2B+Skype Medium High Global
$40MYammer Medium High Regional
$26MSugarSync Low High Regional
Funding
statusSolution
Enterprise
readiness
Platform
support
Cloud
reach
Fiteen Criteria Defne The Evalated Vendrs Mile CapailitiesAer discussions with hundreds o companies and dozens o vendors, we developed and tested a
set o evaluation criteria ocused on mobility. We did not include criteria to evaluate the individual
categories. You should view this evaluation as an adjunct to your process; these are the mobile
criteria that you should include in any collaboration evaluation. We evaluated the products against
15 mobile criteria, which we grouped into three high-level buckets:
Current ofering. How well does the solution meet the current needs? Tese criteria include thesmartphone and tablet platorms as well as the desktop and browser support. We also included
criteria to evaluate security and administration eatures. Finally, we relied on a neutral data
source Apple App Store reviews to evaluate the user experience and popularity o the
oerings.4
Strategy. Tis bucket includes actors that establish a vendors strategic intent with mobility.Does the company have a mobile app Internet architecture with the right balance between cloud
services and local apps? Does the mobile development team report to a senior executive? How
long has the company had a mobile solution?
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Market presence. raditionally, this actor is a proxy or the size o the vendor and somemeasure o their market share. In this evaluation, we ocused much more on the mobile market
presence: Does the vendor have a lot o mobile users? Some vendors were reluctant to share
mobile app download or mobile customer data. Forrester thinks that you should care about
these measures o mobile success.
Mile Cllaratin Vendrs Deliver Sltins on Mltiple Smartphnes And Talets
Email has been a killer mobile collaboration app since 1998 when RIM rst launched BlackBerry
and it still is: Eighty-seven percent o smartphone workers use email on their devices, and collectively
they do 32% o their email on a smartphone.5
But with the advent o the Apple iPhone and the subsequent stampede o smartphones and now
tablets, the collaboration solution set has expanded dramatically. Weve chosen to evaluate the most
important mobile collaboration categories and vendors that content and collaboration proessionalsare asking about. We included enterprise vendors as well as startups with a strong consumerization
brand, meaning that they are already providing solutions to your workorce even i you havent
provisioned it. Not all o these vendors have the enterprise maturity that you crave, but they are part
o your employees tool set whether you like it or not.
Forrester included 13 vendors in the assessment: Adobe, A&, Box, Cisco, Citrix, Dropbox,
Evernote, Google, IBM, salesorce.com, Skype, SugarSync, and Yammer. Each o these vendors has
(see Figure 2):
A solution that runs on more than one mobile platorm. We now live and will always live ina multidevice world, where companies and consumers choose dierent smartphone and tablet
platorms and expect to get apps on all o them. Tis means that companies need vendors
that already support the most important mobile platorms: iOS, Android, and RIM, as well
as Windows and Macintosh computers and the common browsers. We restricted the vendors
evaluated to those with existing multiplatorm solutions.
A cloud-based solution that supports wireless access rom anywhere. In the multideviceworkplace, client/server architectures are dead, replaced by a new architecture that Forrester
calls the mobile app Internet, where native apps and cloud services combine to deliver great user
experiences anywhere, anytime, on any device. An on-premises solution, with its limited access
and bandwidth-constrained network, isnt well suited to deliver that experience.
Two or more years o mobile experience. Mobile collaboration solutions are advancing rapidlyand many vendors oer pieces o the solution. We restricted the evaluation to vendors with two
or more years o mobile experience because they are the ones that our clients most requently
ask about.
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Does this mean that your on-premises collaboration platorm suppliers cant deliver mobile
experiences? O course not. But or the kinds o advanced collaboration tools that companies
increasingly rely on conerencing, document-based collaboration, social tools, and activity eeds
the cloud is a better architecture or great user experiences. Te alternative is to put a giant pipe intoyour data center and make sure your network provider has points o presence and gateways to wireless
networks everywhere your employees want to work.
Figre 2 Eaated veds: Pdct imat Ad Seect Ctea
Source: Forrester Research, Inc.
Vendor
Adobe
AT&T
Box
Cisco
Citrix
Dropbox
Evernote
Google
IBM
Salesforce
Skype
SugarSync
Yammer
Product evaluated
Connect Mobile
Connect
Box Mobile
WebEx
GoToMeeting
Dropbox
Evernote
Google Apps For Business
LotusLive Meetings
Chatter
Skype
SugarSync
Yammer
Mobile app launch date
February 2010
December 2009
October 2007
January 2009
April 2010
November 2009
2008
April 2010
2009
2006
2006
2008
September 2008
Vendor selection criteria
Does the solution run natively on two or more mobile platforms?
Does the vendor oer a cloud-based solution?
Does the vendor have a history of mobile device support?
Are Forresters clients asking about this product and vendor?
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STARTuPS AND SoME ESTAbLISHED VENDoRS LEAD IN MobILE CoLLAboRATIoN
We only invited mobile-ocused collaboration vendors to participate, so its no surprise that the
scores are high and cluster in the Leader and Strong Perormer categories. However, there are
important Leaders in each o the three main categories: mobile current oering, mobile strategy,
and mobile market presence (see Figure 3):
Box, IBM, and Yammer lead in mobile current ofering scores. Current oering scores aredetermined by how many smartphone and tablet platorms the product runs on and by scores
or security, administration, and user reviews. Tese vendors have strong cross-platorm
support, in IBMs case going back many years. IBMs LotusLive Meetings excels also in security
and desktop support. Content synchronization and distribution vendor Box gets high marks in
Apple App Store reviews. Yammers scores are balanced across most current oering attributes.
Skype, Box, Yammer, and Cisco lead in mobile strategy scores. Strategy is determined largelyby the vendors strategy or cloud reach and the mobile app architecture (the balance betweennative apps and cloud services) as well as by the number o years with a mobile solution and
the organizational commitment. Skype wins on architecture and years in market. Box wins
on mobile and cloud architectures as well as organizational commitment. Cisco wins on cloud
reach and mobile architecture. Yammer wins on mobile app architecture.
Skype, Cisco, and Google lead in mobile market presence scores. Market presence isdetermined by the number o paying customers, paying users, and downloads. Skypes global
reach and longevity contribute to its market presence scores. Ciscos scores are determined
largely by the momentum o existing customers moving meetings to mobile. Google wins
because o its installed base o paying customer licenses and downloads.
Tis evaluation o the mobile collaboration market is a starting point only. We encourage you to
view detailed product evaluations and adapt the criteria weightings to t their individual needs
through the Forrester Wave Excel-based vendor comparison tool.
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Figre 3 Feste Wae: Me Caat, Q3 11
Source: Forrester Research, Inc.
Go online to download
the Forrester Wave tool
for more detailed product
evaluations, feature
comparisons, and
customizable rankings.
Risky
Bets Contenders Leaders
Strong
Performers
StrategyWeak Strong
Current
offering
Weak
Strong
Market presence
Box
Adobe
Google
Citrix
Skype
SugarSyncAT&T
Evernote
Dropbox
Yammer
Cisco
IBM
Salesforce
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Figre 3 Feste Wae: Me Caat, Q3 11 (Ct.)
Source: Forrester Research, Inc.
CURRENT OFFERING
Smartphone platforms
Tablet platforms
Browser platforms
Computers
App stores
Security model
Administration
Apple App Store reviews
STRATEGY
Mobile market experience
Mobile app architecture
Cloud strategy
Organizational commitment
MARKET PRESENCE
Mobile customers (accounts)
Mobile licenses or active users
App downloads
Ado
be
3.70
2.00
4.00
5.00
5.00
5.00
4.00
5.00
3.00
3.80
3.00
4.00
4.00
4.00
3.00
2.00
3.00
4.00
AT&T
3.00
3.00
1.00
5.00
2.00
2.00
4.00
4.00
3.00
2.95
1.00
2.00
4.00
5.00
2.70
2.00
3.00
3.00
Forresters
We
ight
ing
50%
20%
15%
5%
5%
5%
15%
15%
20%
50%
20%
35%
20%
25%
0%
30%
40%
30%
Box
4.15
5.00
3.00
5.00
3.00
5.00
4.00
3.00
5.00
4.20
3.00
5.00
3.00
5.00
3.30
3.00
3.00
4.00
Cisco
3.65
5.00
2.00
5.00
5.00
4.00
3.00
4.00
3.00
3.90
3.00
3.00
5.00
5.00
5.00
5.00
5.00
5.00
Citrix
2.55
2.00
2.00
5.00
3.00
2.00
2.00
3.00
3.00
2.80
1.00
3.00
4.00
3.00
3.00
3.00
3.00
3.00
Dropbo
x
3.25
4.00
2.00
5.00
5.00
4.00
2.00
1.00
5.00
3.25
1.00
4.00
2.00
5.00
3.60
3.00
3.00
5.00
Evernote
3.40
5.00
3.00
5.00
3.00
5.00
1.00
1.00
5.00
3.35
3.00
4.00
3.00
3.00
4.00
3.00
4.00
5.00
Google
3.00
1.00
1.00
5.00
0.00
4.00
5.00
3.00
5.00
2.80
1.00
3.00
4.00
3.00
4.60
5.00
4.00
5.00
IBM
3.75
5.00
2.00
5.00
5.00
4.00
5.00
4.00
2.00
3.75
3.00
4.00
5.00
3.00
2.00
2.00
2.00
2.00
Sa
lesforce
3.65
4.00
3.00
5.00
3.00
4.00
4.00
4.00
3.00
3.75
5.00
4.00
3.00
3.00
3.70
5.00
4.00
2.00
Skype
3.00
5.00
2.00
0.00
5.00
4.00
1.00
2.00
4.00
4.45
5.00
4.00
4.00
5.00
5.00
5.00
5.00
5.00
SugarSync
3.40
5.00
2.00
5.00
3.00
5.00
2.00
1.00
5.00
3.85
3.00
4.00
3.00
5.00
3.30
2.00
3.00
5.00
Yamme
r
3.65
5.00
2.00
5.00
5.00
4.00
3.00
4.00
3.00
3.95
3.00
5.00
3.00
4.00
3.40
3.00
4.00
3.00
All scores are based on a scale of 0 (weak) to 5 (strong).
VENDoR PRoFILES
Each vendor has a unique approach to mobility that is shaped by the collaboration problem they are
solving document-based collaboration and webconerencing are entirely dierent scenarios and
by their history, legacy, and belie in mobility. For example, Microso is not present in this Forrester
Wave, although it is a critical collaboration vendor. Once Microso ollows through on its promise o
delivering the Lync and SharePoint Workspace clients on multiple mobile platorms, it will also be an
important mobile collaboration vendor. But or now, these 13 vendors have the eatures that your
mobile employees need.
Leaders bring Strng Mile Capailities
Adobe Connect brings Flash and experience to its webconerencing solution. Adobehas solved the challenges o iPhones and iPads by porting its Flash-based webconerencing
application. Te other platorms are targeted through Flash support. Te vendor ocuses on
usability and user experience with a careul design o its product eatures or dierent screen
sizes and orm actors.
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Box is a document-based collaboration startup with big aspirations. Tis Palo Alto-basedstartup is ocused on getting your enterprise content securely out to mobile devices via its
cloud service. Box has raised $70 million in venture unding and is using that money to add
enterprise eatures such as policy-based administration, security eatures, and SharePoint and
Documentum connectors.
Cisco WebEx continues its mobile app Internet dominance. Cisco WebEx already has morethan 1 million mobile attendees and more than 15 million mobile meeting minutes every
month. Tis will only grow as the number o tablets and smartphones increases. Te vendor is
well suited to a cloud-based, multidevice world with its global network and native mobile apps
on iPhone, iPad, Android (including its Cius tablet), and RIM BlackBerry smartphones.
IBM LotusLive Meetings has good multiplatorm, multidevice support. IBM has
almost doubled the size o its mobile device development team in the last year to port thiswebconerencing app to iPad, iPhone, Android, and soon RIMs products. Coupled with IBMs
cloud delivery model and enterprise-grade security and administration, this product has the
mobile support that business customers need. However, IBM has ewer mobile webconerencing
customers than Adobe, Cisco, or Citrix.
Salesorce brings Chatter to mobile devices along with its other modules. Salesorce.comhas built mobile apps or its CRM solution or years, and its Chatter collaboration tool is no
exception. Whats notable about salesorce.com, besides its cloud architecture and extensive
mobile device support, is its ocus on building hybrid apps that get the most unctionality
possible out o HML5 browsers extended with client-side JavaScript libraries.
Skype is a surprisingly big orce in mobile collaboration. Skype, which is now awaitingapproval to be purchased by Microso, counts more than 170 million active monthly users.
Features include audio and videoconerencing, inbound and outbound dialing to regular
phones, presence and chat, le sharing, and Wi-Fi access services. Te company has had tens o
millions o downloads on six dierent mobile operating systems, including iOS, Android, and
RIM. Forrester estimates that at least 39% o Skype users use it or business.
SugarSync ofers document-based collaboration services with an eye on service providers. Tisstartup has raised $26 million to oer cloud-based le synchronization and collaboration.
SugarSync has Korea elecom as a customer reselling its solution to 21 million customers, and it
has its eye on other service providers in the US and Europe. Like other mobile collaboration
startups, the vendor uses a reemium model with ve gigabytes or ree and a storage-based pricing
model aer that. Its business oering includes administration eatures in addition to security.
Yammer is ocused on a consistent user experience across all devices. Yammers businesssocial oering already counts 100,000 business customers, with 82% o the Fortune 500.
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Although the vendor has a reemium model it does have an enterprise ocus, with SharePoint
web parts, OAuth-based authentication, and data and wireline encryption. Yammer has a
mobile rst strategy and is the rst vendor to describe a development team building interaction
APIs that deliver a consistent user experience across all devices.
Strng Perrmers Emrace The App Internet
AT&T Connect continues to ocus on making its webconerencing solution more mobile.A&, as a service provider, is building services that run well in its global networks and data
centers. Its Connect product scored well in our last webconerencing Forrester Wave, and the
vendor continues to expand the product to tablets and smartphones. Te big benets include a
cloud delivery model and global reach.
Citrix has extended GoToMeeting to tablets and now smartphones. Citrix continues its
successul path o highly usable and reasonably priced webconerencing solution. Citrixlaunched GooMeeting on iPad in April 2010, and it now has ported the oering to iPhones
and the Droid3 Android phone. Te vendor plans to support more Android smartphones and
tablets later this year.
Dropbox serves your employees mobile document needs with or without your support. Tis50-person startup has had more than 5 million iOS downloads, 1 million Android downloads,
and 1 million BlackBerry downloads since its 2009 launch. Dropbox users include those with
email addresses at 87% o Fortune 100 rms and probably your rm too. Te vendor reports
that 200 million les a day are uploaded to its servers. Files are encrypted on Amazons S3 cloud
storage, and data transers use SSL. While the service lacks eatures like legal hold and directory
synchronization, it has an active marketplace where more than 200 other apps are extending orharnessing Dropbox eatures.
Evernote brings a mobile app Internet architecture to note-taking. In the words o CEO PhilLiben, Evernote is a way to remember everything you have to remember. Tis note-taking
application stores notes in the cloud and makes them available with a native app on every device.
Evernote is a startup with $43 million in unding and 9 million users. Although this vendor has
not yet built enterprise security eatures, it is another document-based collaboration vendor that
likely includes your employees among its customers.
Google pushes mobile web but has acknowledged the need or mobile apps.
Google Appsor Business is a cloud-based collaboration solution with customers like GSA, Genentech, and
the city o Los Angeles. Google long ago mastered the mobile app Internet architecture, but its
100% web strategy makes it a reluctant mobile app builder. However, it has built a Google Docs
app or Android, and Forrester believes it will build more mobile collaboration apps over time.
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SuPPLEMENTAL MATERIAL
online Resrce
Te online version o Figure 3 is an Excel-based vendor comparison tool that provides detailedproduct evaluations and customizable rankings.
Data Srces used In This Frrester Wave
Forrester used two data sources to assess the strengths and weaknesses o each solution:
Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluationcriteria. We also conducted vendor interviews to gather details o vendor qualications.
Apple App Store customer reviews. We gathered the customer reviews and the number oreviews or the most recent version and or all versions o the mobile app. We gathered this data
or every mobile app on the same day, May 14, 2011.
The Frrester Wave Methdlgy
We conduct primary research to develop a list o vendors that meet our criteria to be evaluated
in this market. From that initial pool o vendors, we then narrow our nal list. We choose these
vendors based on: 1) product t; 2) customer success; and 3) Forrester client demand. We eliminate
vendors that have limited customer reerences and products that dont t the scope o our evaluation.
Aer examining past research, user need assessments, and vendor and expert interviews, we develop
the initial evaluation criteria. o evaluate the vendors and their products against our set o criteria, we
gather details o product qualications through a combination o lab evaluations, questionnaires,demos, and/or discussions with client reerences. We send evaluations to the vendors or their review,
and we adjust the evaluations to provide the most accurate view o vendor oerings and strategies.
We set deault weightings to refect our analysis o the needs o large user companies and/or
other scenarios as outlined in the Forrester Wave document and then score the vendors based
on a clearly dened scale. Tese deault weightings are intended only as a starting point, and we
encourage readers to adapt the weightings to t their individual needs through the Excel-based
tool. Te nal scores generate the graphical depiction o the market based on current oering,
strategy, and market presence. Forrester intends to update vendor evaluations regularly as product
capabilities and vendor strategies evolve.
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ENDNoTES
1 Broadband connections, mobile devices, and collaboration tools make employees productive rom any
location. Your employees know this already: Forresters survey o more than 5,000 inormation workers
in ve countries reveals that hal o the inormation workorce works online rom home, and one in ve
does on the go. Tey also live online using the Internet or personal purposes at work (especially your
senior sta). But surprise! Employees give that time back by working online the same number o hours at
home, where Facebook and Youube and email and web meetings blend into a happy work/lie balance.
As a content and collaboration (C&C) proessional, your conclusion should be that its time to champion
the cause o your companys work anywhere uture and carry the technology banner to achieve it. See the
March 17, 2011, Te Internet Crushes Te Work/Lie Boundary report.
2 Te explosion o app innovation that started on the iPhone and then spread to Android devices and
tablets will continue to drive tech industry innovation and have ar-reaching pricing and go-to-market
implications or soware and services providers. Te development o this mobile app Internet with hybrid
local and cloud-supported applications will oster huge levels o innovation and open up new services
opportunities around the creation and management o these B2C, B2B, and B2E apps. Te mobile app
Internet will also change the way soware is priced and designed. See the February 28, 2011, Mobile App
Internet Recasts Te Soware And Services Landscape report.
3 Te days when a Windows application and a server cluster in the data center could handle your
collaboration needs are over. An increasingly mobile and remote workorce with experiences orged by
Angry Birds and Google Maps has killed it. Mobile employees expectation o a great user experience on
any device can only be met with collaboration solutions architected with native apps and cloud delivery,
an architecture Forrester calls the mobile app Internet. And that means content and collaboration
proessionals need a new approach and oen a new set o suppliers that can deliver real-time and team-
based collaboration apps on any mobile device. See the July 13, 2011, Mobilize Your Collaboration Strategy
report.
4 Some vendors pointed out that consumer products like Skype or Dropbox will get more reviews than
enterprise products like WebEx or salesorce.com Chatter. But in this world o consumer-led technology
innovation, Forrester believes that apps that employees bring in to solve business problems are an important
source o technology solutions. So the individual reviews are a valid input into any assessment.
5 Te statistics in this section are drawn rom a survey o 5,519 inormation workers in the US, Canada, UK,
France, and Germany in our Forrsights Workorce Employee Survey, Q1 2011.
http://www.forrester.com/go?docid=58697&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=60069&src=59284pdfhttp://www.forrester.com/go?docid=60069&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=58697&src=59284pdf -
7/30/2019 The Forrester Wave: Mobile Collaboration Whitepaper
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