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Business survey 1Q 2021: the impact of COVID-19 on collaboration and cloud telephony for SMEs

07 May 2021 | Research

Emma Brown

Survey report | PPTX and PDF (6 slides) | SME Strategies

"32% and 16% of the SMEs surveyed anticipate spending more on collaboration solutions and cloud telephony, respectively, in 2021 than in 2020."


Analysys Mason surveyed 1435 enterprises with 1–250 employees (small and medium-sized enterprises (SMEs)) in Australia, Canada, the UK and the USA between December 2020 and February 2021 to assess how they have adapted since the beginning of the COVID-19 pandemic and what changes they expect to make in the future. This report focuses on findings from the questions asked about collaboration solutions and cloud telephony.

This report provides:

  • information about changes in SMEs’ use of, and demand for, collaboration and cloud telephony solutions, by firm size and vertical sector
  • data on SMEs’ planned spending on collaboration tools and cloud telephony in 2021 (compared to that in 2020), by firm size and vertical sector
  • a comparison of SMEs' take-up of collaboration solutions with that of cloud telephony.

Geographical coverage and survey sample

Geographical coverage   Sample
  • Australia
  • Canada
  • UK
  • USA


  • 1–9 employees: 554
  • 10–49 employees: 434
  • 50–249 employees: 447
  • Vertical sectors:
    • agriculture, mining, transportation, utilities and construction (AMTUC)
    • manufacturing
    • IT and telecoms
    • wholesale/retail
    • finance, insurance and real estate (FIRE)
    • professional business services
    • other services

The companion report for businesses with 250–999 employees is available here.


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