The study, conducted by PwC into the priorities of those buying communication services on behalf of Oracle, has shown that customers want to reduce the amount of time and money spent on maintenance and want more standardisation.
But with in-house skills shortages making many look to outsourced support and more robust applications that won't drain time a substantial 88% of CIOs are looking to upgrade their CRM systems next year to get the most out of the latest software.
Dan Ford, vice president, product marketing, Oracle Communications, said that resellers offering communication services were "at a crossroads".
"They face another year of budgetary pressure, at a time when the need for innovation and competitive differentiation has never been greater.," he said.
"We are seeing renewed interest in business applications, such as CRM, Web Commerce, Self-Service, and Retail Point of Service, as companies look to better engage with existing customers. We are also seeing CIOs increasingly buying off-the-shelf applications to create a more standardised IT ecosystem, across their own business but also to tie in with standardisation across partners," he added.