Frost Radar™: North American Hosted IP Telephony and UCaaS Market

Frost Radar™: North American Hosted IP Telephony and UCaaS Market

Benchmarking Future Growth Potential

RELEASE DATE
04-Nov-2020
REGION
North America
Research Code: K515-01-00-00-00
SKU: TE03972-NA-MR_24913

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Description

North American businesses and public-sector organizations are facing heightened challenges as COVID-19 quarantines and other lifestyle changes affect the way workers perform their job tasks and interact with co-workers, customers and partners. The unprecedented rise in remote work, supply-chain disruption, customer demand volatility and elevated employee and customer safety concerns brought to light the need to update business continuity programs and accelerate business process automation.

Digital technologies, including cloud communications solutions, have captured the spotlight in this time of crisis. Cloud-based video meetings, team collaboration, phone system and UCaaS have provided much-needed tools for remote knowledge and task workers, as well as certain frontliners, such as doctors, nurses and teachers, to stay connected with both their internal teams and external parties, including customers, patients, students, suppliers and distributors.

The North American hosted IP telephony and UCaaS market has been on a steady growth trajectory for the past two decades. The global pandemic is likely to have a net positive impact on market growth in the long term as many businesses accelerate their digital transformation strategies and embrace cloud services as the key pillar of enhanced business continuity programs.

In the near term, UCaaS solutions are likely to see pockets of rapid growth in certain customer segments and verticals. However, cloud migration, as well as overall digital technology investments, may be hampered by the global economic recession, pervasive workforce reduction and rampant business failure, particularly among small businesses in the US. New user and customer acquisitions are likely to offset installed base churn and delayed new projects for the majority of service providers and thus for the market as a whole.

The North American hosted IP telephony and UCaaS market remains highly fragmented despite ongoing mergers and acquisitions. New product launches by a variety of technology developers, as well as increasing popularity of wholesale services and private-label UCaaS offerings are likely to perpetuate market fragmentation in the foreseeable future.

Key success factors in the North American hosted IP telephony and UCaaS market include:
•     Completeness of UCaaS portfolio, including a robust cloud PBX feature set, mobility, and advanced collaboration capabilities such as video meetings, group chat and team spaces
•     Flexible solution packaging and pricing
•     Open, scalable and extensible cloud platform
•     Excellent service quality, reliability, security and compliance
•     Compelling channel programs
•     International presence
•     Strong brand recognition
•     Digital customer journey for SMB
•     Robust implementation

Frost & Sullivan tracks more than 120 service providers hosting their own proprietary platforms or solutions delivered by third-party technology developers. Of those, 30 providers have been selected for their growth and innovation leadership, notable accomplishments in the past year and prospects for success based on their technology development roadmaps and effective go-to-market strategies.

Author: Elka Popova

RESEARCH: INFOGRAPHIC

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Table of Contents

The Strategic Imperative

The Strategic Imperative (continued)

The Growth Environment

The Growth Environment (continued)

The Growth Environment (continued)

The Frost Radar™: North American Hosted IP Telephony and UCaaS Market

The Frost Radar™: North American Hosted IP Telephony and UCaaS Market (continued)

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

8x8

AT&T

Bell Canada

bvoip

CallTower

CBTS

Cisco

Comcast

CoreDial

Dialpad

Evolve IP

Fuze

Intermedia

Intrado

LogMeIn

Lumen (Previously CenturyLink)

Microsoft

Mitel

Momentum Telecom

NetFortris

Nextiva

NWN

Ooma

RingCentral

Star2Star

TPx Communications

Verizon

Vonage

Windstream

Zoom

Strategic Insights

Significance of Being on the Frost Radar™

Frost Radar™ Empowers the CEO’s Growth Team

Frost Radar™ Empowers Investors

Frost Radar™ Empowers Customers

Frost Radar™ Empowers the Board of Directors

Frost Radar™: Benchmarking Future Growth Potential

Frost Radar™: Benchmarking Future Growth Potential

Frost Radar™: Benchmarking Future Growth Potential

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Related Research
North American businesses and public-sector organizations are facing heightened challenges as COVID-19 quarantines and other lifestyle changes affect the way workers perform their job tasks and interact with co-workers, customers and partners. The unprecedented rise in remote work, supply-chain disruption, customer demand volatility and elevated employee and customer safety concerns brought to light the need to update business continuity programs and accelerate business process automation. Digital technologies, including cloud communications solutions, have captured the spotlight in this time of crisis. Cloud-based video meetings, team collaboration, phone system and UCaaS have provided much-needed tools for remote knowledge and task workers, as well as certain frontliners, such as doctors, nurses and teachers, to stay connected with both their internal teams and external parties, including customers, patients, students, suppliers and distributors. The North American hosted IP telephony and UCaaS market has been on a steady growth trajectory for the past two decades. The global pandemic is likely to have a net positive impact on market growth in the long term as many businesses accelerate their digital transformation strategies and embrace cloud services as the key pillar of enhanced business continuity programs. In the near term, UCaaS solutions are likely to see pockets of rapid growth in certain customer segments and verticals. However, cloud migration, as well as overall digital technology investments, may be hampered by the global economic recession, pervasive workforce reduction and rampant business failure, particularly among small businesses in the US. New user and customer acquisitions are likely to offset installed base churn and delayed new projects for the majority of service providers and thus for the market as a whole. The North American hosted IP telephony and UCaaS market remains highly fragmented despite ongoing mergers and acquisitions. New product launches by a variety of technology developers, as well as increasing popularity of wholesale services and private-label UCaaS offerings are likely to perpetuate market fragmentation in the foreseeable future. Key success factors in the North American hosted IP telephony and UCaaS market include: • Completeness of UCaaS portfolio, including a robust cloud PBX feature set, mobility, and advanced collaboration capabilities such as video meetings, group chat and team spaces • Flexible solution packaging and pricing • Open, scalable and extensible cloud platform • Excellent service quality, reliability, security and compliance • Compelling channel programs • International presence • Strong brand recognition • Digital customer journey for SMB • Robust implementation Frost & Sullivan tracks more than 120 service providers hosting their own proprietary platforms or solutions delivered by third-party technology developers. Of those, 30 providers have been selected for their growth and innovation leadership, notable accomplishments in the past year and prospects for success based on their technology development roadmaps and effective go-to-market strategies. Author: Elka Popova
More Information
No Index No
Podcast No
Predecessor K371-01-00-00-00
Author Elka Popova
Industries Telecom
WIP Number K515-01-00-00-00
Is Prebook No
GPS Codes 9717-C3,9705-C1,9610,9656,9724