The 2021 Belgian Business ICT market report, exclusively for our members: a cooperation between Beltug, NTT, Orange, Proximus, Telenet and Verizon

No report covering 2020-2021 could avoid the mention of COVID-19 and its effect on people, businesses, and technology. The 2021 Belgian Business ICT Market report not only looks at the long- and short-term impact of the pandemic, but also at key issues including digital innovation, 5G, the use and management of devices, telecom services, indoor coverage, online communication tools, security, cloud and more.


While Beltug has been organising market studies since 2014, the 2021 edition (like the 2019 edition) is a co-operative effort between Beltug, NTT, Orange, Proximus, Telenet and Verizon.


By combining the efforts and knowledge of these six parties, we aimed to build an in-depth market study of the Belgian ICT market, covering the needs of businesses ranging from SOHOs (small office/home office) to large multinationals. In all, we received 1,372 responses, representing all layers of the Belgian economy - from one-person businesses to large multi-nationals.


This 76-page report, available exclusively for Beltug members, provides the results from the 161 large organisations: those with 200+ employees. Because of the significant number of large organisations participating, and the structure of the Belgian economy, we assert that it is reasonable to claim that the results from this survey are representative for organisations, companies and public institutions with more than 200 employees.


You can see the Table of Contents below, and Beltug members can access the entire report here (after log-on).





Introduction: Why a market study by Beltug, NTT, Orange, Proximus, Telenet and Verizon?

Beltug’s objectives

Results for organisations with more than 200 employees

Executive summary

1.            2020, the year we met Covid-19

   1.1          The impact on homeworking

      1.1.1      Longer-term shift towards homeworking expected

      1.1.2      Investment in home offices

      1.1.3      Modification of teleworking policy

      1.1.4      Large companies already allowed homeworking

      1.1.5      Costs of internet at home

      1.1.6      Generalised use of online collaboration tools

   1.2          The impact on working in the office

   1.3          The impact on digitalisation

   1.4          The impact on investments


2.            Innovation and the use of new technologies

   2.1          Digital transformation

      2.1.1      Driving the digital transformation

      2.1.2      Who makes the digital innovation decisions?

      2.1.3      Importance of digital innovation               

   2.2          Stability in customer contact channels

   2.3          Blockchain is progressing slowly

   2.4          Chatbots: same level of use as 2019       

   2.5          A growing number of companies use Artificial Intelligence         

   2.6          Decreased use of smartphones for corporate applications            

   2.7          Internet of Things (IoT) and Machine-to-Machine (M2M) are on the rise 


   2.8          eSIM: a sunny future     


   2.9          Robotic Process Automation (RPA) is attracting interest 


   2.10        Software Defined Networking (SDN)      


3.            Still waiting for 5G      


   3.1          Uncertainty in timing is the biggest challenge     


   3.2          The importance of private networks       


   3.3          Diverse opinions on the importance of 5G        


4.            Device usage and management


   4.1          Device evolution             


   4.2          More private use on corporate devices 


   4.3          Employees using their private devices for work  


   4.4          Enterprise Mobility Management (EMM)      


5.            Telecom services, including indoor coverage      


   5.1          Presence of the operators – Fixed telephony      


   5.2          Presence of the operators – Mobile communications     


   5.3          Presence of the operators – Fixed internet      


   5.4          Presence of the operators – Corporate networks           


   5.5          Indoor coverage remains an issue        


6.            Online collaboration tool use is expanding       


   6.1          Microsoft: increased dominance in online collaboration tools    


   6.2          A major shift to the cloud for online collaboration tools 


   6.3          Online collaboration tools are now largely integrated with telephony      


   6.4          Use of social media platforms in large companies      


7.            Cloud usage      


   7.1          Cloud strategy  


   7.2          Negotiating cloud contracts        


   7.3          Concerns about cloud storage   


   7.4          Use of Software as a Service (SaaS)        


   7.5          CRM and HR remain popular SaaS applications   


   7.6          PaaS and IaaS have stabilised     


   7.7          Further concentration of the IaaS market     


8.            Security: Plans are ready, incidents happen     


   8.1          Security tools used and purchase channels     


   8.2          Back-up solutions for data       


   8.3          More than half of the large organisations have had a security issue   


   8.4          Most organisations have a plan in case of a breach         


   8.5          Shadow IT is present in companies          


   8.6          IT security is mostly co-sourced


   8.7          Increased uptake of cyber insurance      


9.            Methodology   


   9.1          Participants       


   9.2          Additional information on the sample    







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