Telecom Frost Radar™: North American UCaaS Market

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

INDUSTRY
Telecom

RELEASE DATE
03-Dec-2021
REGION
North America
DELIVERABLE TYPE
Frost Radar

RESEARCH CODE
K6F3-01-00-00-00
SKU
TE04050-NA-MR_26033
Yes
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Frost Radar™: North American UCaaS Market
Published on: 03-Dec-2021 | SKU: TE04050-NA-MR_26033

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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

Google

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

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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.

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Impacting your company's future growth potential.

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
More Information
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 %

In stock
SKU
TE04050-NA-MR_26033