A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines
03-Dec-2021
North America
Frost Radar
K6F3-01-00-00-00
TE04050-NA-MR_26033
The global COVID-19 pandemic has accelerated decades-long trends including the move to remote and hybrid work, the rise of virtual organizations and the adoption of digital business models whereby all or most customer interactions take place over digital channels. The recent crisis has also elevated businesses’ awareness of the need for more robust business continuity programs and flexible technology solutions to reliably and securely support unanticipated capacity adjustments—whether related to workforce size fluctuations or customer demand variability.
These transformational shifts have considerably boosted demand for digital technologies, including cloud communications, collaboration and customer experience (CX) management (contact center) solutions. Technology developers and providers are responding to evolving market conditions and customer requirements with more diverse cloud service offers; enhanced mobility and software user experiences; flexible deployment options (e.g., bring your own carrier (BYOC)); consultative approach to identify best-fit solutions; managed and professional services to ensure deployment success; e-commerce and digital buyer experiences.
This rising tide is lifting all boats in the cloud private branch exchange (PBX) and unified communications-as-a-service (UCaaS) market; yet, certain providers are better positioned to capitalize on growing demand for flexible access to advanced communications services.
Cloud-native platforms that enable delivery of various communications and collaboration modalities—calling, video/meetings, messaging, and contact center—as services through a single, integrated user experience, will represent a major prerequisite for provider success in the future. Mobility capabilities—including desktop and mobile soft clients, WebRTC/browser-based calling and meeting services, and mobile UCaaS solutions with native mobile dialers will determine provider ability to address evolving user needs in the hybrid-work era.
Also important, forward-looking businesses are evaluating UCaaS in the context of broader digital transformation projects and are looking to align communications upgrades with broader business goals, Providers with flexible application programming APIs and communications platforms as a service (CPaaS) will be better equipped to help businesses integrate their communications solutions with important workflows and thus boost the return on their communications investments.
To execute effectively, providers need to modernize their architectures; improve operational efficiencies and optimize internal processes; nurture effective partner channels; develop customer migration and UCaaS adoption services; enable hybrid architectures within customer organizations; provide flexible APIs and consider the use of artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and other advanced technologies to create superior user experiences.
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.
Frost & Sullivan tracks more than 120 service providers hosting their own proprietary platforms or solutions delivered by third-party technology developers. Of those, 31 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. Companies plotted on the Frost Radar™ are instrumental in advancing the industry into the future. Best practices employed by the industry leaders can be leveraged by other market participants to develop more sustainable growth and innovation strategies.
Author: Elka Popova
Strategic Imperative
Strategic Imperative (continued)
Growth Environment
Growth Environment (continued)
Frost Radar™: North American UCaaS Market
Frost Radar™: North American 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 (now part of BCM One)
Dialpad
Evolve IP
Fuze
Intermedia
Intrado
LogMeIn
Lumen
Microsoft
Mitel
Momentum Telecom
NetFortris
Nextiva
NWN Carousel (Formerly NWN)
Ooma
RingCentral
Sangoma
TPx Communications
Verizon
Vonage (Pending Acquisition by Ericsson)
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
Legal Disclaimer
Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Growth Index
Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.
-
Market Share (previous 3 years)
This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years. -
Revenue Growth (previous 3 years)
This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™. -
Growth Pipeline
This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities. -
Vision and Strategy
This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision? -
Sales and Marketing
This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.
Innovation Index
Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.
-
INNOVATION SCALABILITY
This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals. -
RESEARCH AND DEVELOPMENT
This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline. -
PRODUCT PORTFOLIO
This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue. -
MEGATRENDS LEVERAGE
This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline. -
CUSTOMER ALIGNMENT
This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.
Significance of Being on the Frost Radar™
Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.
-
GROWTH POTENTIAL
Your organization has significant future growth potential, which makes it a Company to Action. -
BEST PRACTICES
Your organization is well positioned to shape Growth Pipeline™ best practices in your industry. -
COMPETITIVE INTENSITY
Your organization is one of the key drivers of competitive intensity in the growth environment. -
CUSTOMER VALUE
Your organization has demonstrated the ability to significantly enhance its customer value proposition. -
PARTNER POTENTIAL
Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.
Speak directly with our analytics experts for tailored recommendations.
Recent related Unified Communications and Collaboration (UCC) research
31 Aug 2026 | Global | Customer Research
Growth Opportunities for Communications and Collaboration in the Travel, Hospitality, and Passenger Transport Industry, Global, 2026–2029
This study examines growth opportunities for communications and collaboration technologies across the travel, hospitality, and passenger transport industry, drawing on Frost & Sullivan's 2026 information technology decision-maker (ITDM) survey. It captures how organizations in this sector are priori...
26 Aug 2026 | Global | Customer Research
The Future of Enterprise Telephony Prioritizes Flexibility Over Uniformity
This study examines the evolution of enterprise telephony between 2026 and 2029, revealing a market that is increasingly defined by flexibility, hybrid architectures, mobility, and AI-enabled platform convergence rather than a uniform migration to cloud communications. Drawing on Frost & Sullivan’s ...
04 Aug 2026 | Global | Frost Radar
Frost Radar: AI-Enhanced Advanced Driver Assistance Systems, 2026
This Frost Radar examines advanced driver assistance systems (ADAS), ADAS AI, and next-stage autonomous-driving technologies as a fast-evolving domain reshaping mobility and safety. As automakers, Tier I suppliers, chipmakers, AI software developers, and autonomous mobility companies improve percept...
28 Jul 2026 | Global | Market Research
Enterprise Communications Reimagined by AI
This research report frames artificial intelligence (AI) not as an incremental feature but as a paradigm shift in unified communications (UC), redefining how enterprises connect, coordinate, and get work done. For decades, UC platforms have acted as passive conduits—carrying calls, messages, and mee...
20 Jul 2026 | Global | Technology Research
Applications and Growth Opportunities for AI Governance Platforms
This report examines the growing importance of AI governance platforms in enabling responsible and scalable artificial intelligence adoption, with a focused analysis of their applications and opportunities across interoperability, data privacy, and digital ethics. As organizations increasingly deplo...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Frost Radar |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Elka Popova |
| Industries | Telecom |
| WIP Number | K6F3-01-00-00-00 |
| Keyword 1 | UCaaS Market |
| Keyword 2 | ucaas market forecast |
| Keyword 3 | ucaas market growth |
| Is Prebook | No |
| GPS Codes | 9717-C3,9705-C1,9610,9656 |
Frost Radar™: North American UCaaS Market
$4,950.00
Special Price $3,712.50 save 25 %