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Hybrid Communications Environments Present Significant Challenges and Opportunities to Technology Solutions and Services Providers
28-Jul-2025
Global
Customer Research
KBF5-01-00-00-00
TE_2025_33687
Frost & Sullivan’s 2025 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities:
- Demand for cloud/mobile private branch exchange (PBX)and unified-communications-as-a-service (UCaaS) functionality
- Evolution of enterprise telephony/business call control environments
- Demand for mobile voice and data services
- Demand for desktop internet protocol (IP), cordless (Digital Enhanced Cordless Telecommunications (DECT) and voice over wireless local access network (VoWLAN), mobile and software communications endpoints
- Managed services adoption
This analysis will be complemented by additional ITDM survey-based reports detailing:
- IT challenges
- work style and workspace evolution
- current and future technology adoption
- communications and collaboration budgets
- trends in communications platform as a service (CPaaS)
- meeting rooms modernization
- vertical communications challenges and investment priorities
Our survey methodology was designed to meet two primary objectives:
- Capture insights from a robust sample of IT decision-makers (ITDMs) to accurately assess market trends across regions, countries, industries, and organization sizes.
- Ensure that technology-specific questions were answered by respondents with relevant expertise, specifically those with moderate to high knowledge in the respective technology areas.
To fulfill the first objective, Frost & Sullivan conducted interviews with 1,198 individuals who identified as IT and/or telecom decision-makers or influencers, all of whom had visibility into IT/telecom budgets and investment priorities.
To address the second objective, respondents were segmented into three groups based on their self-reported expertise in the following areas:
- Enterprise Telephony (n = 586)
- Video Collaboration (n = 544)
- Communications Integration and CPaaS (n = 570)
The insights presented in this study are drawn from either the full sample of ITDMs or the subset with moderate to high knowledge of enterprise telephony, depending on the context of the analysis.
Author: Elka Popova
Investments in Cloud PBX or a Provider-Hosted Phone System
Investments in Cloud PBX or a Provider-Hosted Phone System by Region
Investments in Cloud PBX or a Provider-Hosted Phone System by Organization Size
Past, Current, and Future Enterprise Telephony/Business Call Control Environments
Future Enterprise Telephony Environments by Region
Future Enterprise Telephony Environments by Company Size
Reasons for Keeping Telephony Capabilities on the Premises
Shifts in Deployment Models
Hybrid Telephony Environments Are the Norm
Hybrid Telephony Trends by Region and Organization Size
Hybrid Telephony Presents Challenges and Opportunities
Importance of Mobile Calling
Importance of Mobile Calling by Region
Company-Provided Mobile Phones Adoption
Company-Provided Mobile Phones Adoption by Region
Business Mobile Voice and Data Services Adoption
Business Mobile Voice and Data Services Adoption by Region
Use of Personal or Company-provided Mobile/Cellular Phones as Primary Devices to Access Business Communications Services
Mobile Business Calling App Mobile Soft Phone Investments
Mobile Business Calling App Mobile Soft Phone Investments by Region
Desktop Business Calling App Desktop Soft Phone Investments
Desktop Business Calling App Desktop Soft Phone Investments by Region
Desired Improvements in Mobile Calling Strategy
Desired Mobile Strategy Improvements by Region
Desktop IP Phone Investments
Desktop Phone Investments by Region
DECT Phone Investments
DECT Phone Investments by Region
VoWLAN Phone Investments
VoWLAN Phone Investments by Region
Demand for Business Mobile Communications is Rising
Different Mobile Calling Approaches Will Co-exist
It’s Not a Mobile-Only Business Communications World Yet
Managed Services Use – Today and in the Future
Use of Managed Services in the Future by Region
Managed Services Address the Challenges of Complex Communications Environments
Growth Opportunities Fuel the Growth Pipeline Engine™
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
Benefits and Impacts of Growth Opportunities
Next Steps
List of Exhibits
Legal Disclaimer
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This analysis will be complemented by additional ITDM survey-based reports detailing: - IT challenges - work style and workspace evolution - current and future technology adoption - communications and collaboration budgets - trends in communications platform as a service (CPaaS) - meeting rooms modernization - vertical communications challenges and investment priorities
Our survey methodology was designed to meet two primary objectives: - Capture insights from a robust sample of IT decision-makers (ITDMs) to accurately assess market trends across regions, countries, industries, and organization sizes. - Ensure that technology-specific questions were answered by respondents with relevant expertise, specifically those with moderate to high knowledge in the respective technology areas.
To fulfill the first objective, Frost & Sullivan conducted interviews with 1,198 individuals who identified as IT and/or telecom decision-makers or influencers, all of whom had visibility into IT/telecom budgets and investment priorities.
To address the second objective, respondents were segmented into three groups based on their self-reported expertise in the following areas: - Enterprise Telephony (n = 586) - Video Collaboration (n = 544) - Communications Integration and CPaaS (n = 570)
The insights presented in this study are drawn from either the full sample of ITDMs or the subset with moderate to high knowledge of enterprise telephony, depending on the context of the analysis.
Author: Elka Popova
| Deliverable Type | Customer Research |
|---|---|
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | business calling market |
| Keyword 2 | cloud PBX trends |
| Keyword 3 | UCaaS market analysis |
| Podcast | No |
| Predecessor | KA7A-01-00-00-00 |
| WIP Number | KBF5-01-00-00-00 |