Analysis of the North American Hosted IP Telephony and UCC Services Market

The Perfect Storm for Cloud Unified Communications & Collaboration

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The North American hosted IP telephony and UCC services market is undergoing major changes as it moves from early-adopter to mass-adoption stage. Increasing customer awareness of cloud communications is driving adoption, yet is also leading to greater scrutiny of service quality and reliability. Heightened customer requirements along with the proliferation of cloud solutions with little differentiation is compelling providers to seek mergers and acquisitions to gain efficiencies, economies of scale, and better compete in the marketplace. In spite of intensifying competition, however, the still-untapped North American cloud communications market continues to present considerable growth opportunities for both existing and new market participants. This study provides market participants with an in-depth analysis of market trends and challenges to help them develop more sustainable growth strategies.

Table of Contents

1. Executive Summary
Key Findings
Market Engineering Measurements
Market Overview
Competitor Overview
Total Addressable Market
Industry Advancement
CEO’s Perspective
2. Market Overview
Market Definitions and Methodology Overview and Scope
Market Distribution Channels
Channel SWOT
Market Readiness
Hosted IP Telephony and UCC Services Ecosystem
Total Hosted IP Telephony and UCC Services Market: Porter’s Five Forces, North America, 2014
Segmentation by Country
Segmentation by Customer Size
Segmentation by Type of Access
3. Drivers and Restraints—Total Hosted IP Telephony and UCC Services Market
Total Hosted IP Telephony and UCC Services Market: Key Market Drivers, North America, 2015–2021
Rapid technology evolution and shortening product life cycles drive demand for cloud solutions which reduce technology obsolescence risks and total cost of ownership (TCO) for advanced UCC tools.
Growing complexity of communications infrastructure compels SMBs to outsource their communications solutions in order to gain access to superior technology expertise and improve disaster avoidance capabilities.
Businesses deploy cloud solutions to gain faster and more cost-effective access to advanced features and capabilities and thus improve worker productivity, business agility and customer support.
Larger distributed organizations choose flexible delivery models in order to consolidate and more economically scale their communications infrastructure and more effectively support mobile and remote workers.
New architectures and business models are enabling penetration of hosted communications among new customer segments.
Primary Drivers for IT Investments
Major Challenges for IT
Attitudes About the Use of Cloud Computing/Hosted Communications
Satisfaction with Cloud Computing Use, by Company Size
Satisfaction with Cloud Computing Use, by Vertical
Total Hosted IP Telephony and UCC Services Market: Key Market Restraints, North America, 2015–2021
Businesses with unamortized and still-functional premises-based solutions and no perceived need for new functionality see few economic benefits in an infrastructure upgrade, including a switch to hosted/ cloud communications services.
New business models in the premises-based UCC space including subscription (OPEX)-based pricing and fully managed solutions entice certain customers to retain or upgrade their existing premises-based investments.
Security, control, reliability as well as customization and integration concerns often tip the scales in favour of premises based communications deployments.
Hosted communications market fragmentation with no clear leaders and little provider and service differentiation cause some uncertainty and hesitation among potential customers.
Consumer services—POTS and VoIP—restrain adoption of business-grade IP telephony services at the very low customer end where price and simplicity trump demand for advanced functionality and customer support.
Attitudes About Cloud Computing by Non-users
4. Forecasts and Trends—Total Hosted IP Telephony and UCC Services Market
Installed Users and Revenue Forecast
Pricing Trends and Forecast
Typical Hosted IPT/UC Offerings
Percent Installed Users Forecast by Country
5. Demand Analysis—Total Hosted IP Telephony and UCC Services Market
Demand Analysis
Communications Deployment in the Cloud
Current Deployment of IT in the Cloud, by Company Size
Current Deployment of IT in the Cloud, by Vertical
Demand Analysis Discussion
Market Penetration
Demand by Business Size
Demand by Type of Access
Demand by Vertical
Demand by Type of Application
Key Cloud Phone System Features
Demand for Features and Applications by Vertical Industry
Other Key Market Trends
Equipment Rental
Desktop Phone Trends
Hybrid Architectures
Finding the Best Fit
Small Businesses and Small Sites
Distributed Enterprises/Virtual Organizations
OPEX-driven Budgets
6. Market Share and Competitive Analysis—Total Hosted IP Telephony and UCC Services Market
Competitive Analysis—Market Share
Total Hosted IP Telephony and UCC Services Market: Percent Revenue Breakdown (Without Access), North America, 2014
RingCentral
8x8
Vonage (VBS+Telesphere)
Verizon
Others
Total Hosted IP Telephony and UCC Services Market: Pe
RingCentral
8x8
Verizon
Vonage (VBS+Telesphere)
Others
Competitive Environment
Top Competitors
8x8
Alcatel-Lucent Enterprise
Alianza
Alteva (formerly WVT)
Others
Competitive Factors and Assessment
Criteria When Selecting a Cloud Provider
Criteria When Selecting a Cloud Provider, by Company Size
Criteria When Selecting a Cloud Provider, by Vertical
Criteria for Selecting the Right Hosted Solution and Service Provider
7. Mega Trends and Industry Convergence Implications
Impact of Communications Industry Mega Trends on the Hosted IP Telephony and UCC Services Market
Mega Trend Impact on the Hosted IP Telephony and UCC Services Market
8. The Last Word
Predictions
Recommendations to Service Providers
Recommendations to End Customers
9. Legal Disclaimer
10. Appendix
Market Engineering Methodology
Market Engineering Measurements
Additional Sources of Information on Hosted IP Telephony and UCC Services
List of Other Service Providers
Partial List of Companies Interviewed
Table of Acronyms Used
List of Exhibits

Infographic



List of Figures & Charts

1. UCC Applications
2. Total Hosted IP Telephony and UCC Services Market: Distribution Channel Analysis, North America, 2014
3. Total Hosted IP Telephony and UCC Services Market: Channel SWOT Analysis, North America, 2014
4. The Perfect Storm for Cloud UCC
5. Total Hosted IP Telephony and UCC Services Market: Porter’s Five Forces, North America, 2014
6. Total Hosted IP Telephony and UCC Services Market: Key Market Drivers, North America, 2015–2021
7. Total Hosted IP Telephony and UCC Services Market: Key Market Restraints, North America, 2015–2021
8. Typical Hosted IPT/UC Offerings
9. Demand Analysis: Key Cloud Phone System Features
10. Demand Analysis: Demand for Features and Applications by Vertical Industry
11. Total Hosted IP Telephony and UCC Services Market: Competitive Structure, North America, 2014
12. Total Hosted IP Telephony and UCC Services Market: SWOT Analysis, North America, 2014
13. Total Hosted IP Telephony and UCC Services Market: Competitor Success Factors, North America, 2014
14. Criteria for Selecting the Right Hosted Solution and Service Provider
15. Total Hosted IP Telephony and UCC Services Market: Mega Trend Impact, North America, 2015–2021
16. Market Engineering Methodology
17. Total Hosted IP Telephony and UCC Services Market: Market Engineering Measurements, North America, 2014


1. Total Hosted IP Telephony and UCC Services Market: Market Engineering Measurements, North America, 2014
2. Total Hosted IP Telephony and UCC Services Market: Percent Installed Users by Country, North America, 2014
3. Total Hosted IP Telephony and UCC Services Market: Percent Installed Users by Customer Size, North America, 2014
4. Total Hosted IP Telephony and UCC Services Market: Percent Installed Users by Type of Access, North America, 2014
5. Primary Drivers for IT Investment—Percent of Somewhat/Very Important Responses, North America, 2014
6. Ratings of Major Challenges for IT—Percent of Agree/Strongly Agree Responses, North America, 2014
7. Attitudes toward Use of Cloud Computing/Hosted Communications—Percent of Agree/Strongly Agree Responses, North America, 2014
8. Satisfaction with Cloud Computing Use–by Company Size, North America, 2014
9. Satisfaction with Cloud Computing Use–by Vertical, North America, 2014
10. Attitudes Toward Cloud Computing by Non-users—Percent of Agree/Strongly Agree Responses, North America, 2014
11. Total Hosted IP Telephony and UCC Services Market: Installed Users and Revenue Forecast, North America, 2013–2021
12. Total Hosted IP Telephony and UCC Services Market: Average Revenue per User per Month (Without Access), North America, 2013–2021
13. Total Hosted IP Telephony and UCC Services Market: Percent Installed Users Forecast by Country, North America, 2014 and 2021
14. Total Hosted IP Telephony and UCC Services Market: Penetration Analysis, North America, 2013–2021
15. IT Deployment in the Cloud, North America, 2014
16. Current Deployment of IT in the Cloud–by Company Size, North America, 2014
17. Current Deployment of IT in the Cloud–by Vertical, North America, 2014
18. Total Hosted IP Telephony and UCC Services Market: Percent Revenue Breakdown (Without Access), North America, 2014
19. Total Hosted IP Telephony and UCC Services Market: Percent Installed Users Breakdown, North America, 2014
20. Criteria When Selecting a Cloud Provider—Percent of Important/Very Important, North America, 2014Criteria When Selecting a Cloud Provider—Percent of Important/Very Important, North America, 2014
21. Criteria When Selecting a Cloud Provider—Percent of Important/Very Important, North America, 2014



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