How to Become a Successful UCaaS Provider

Tracking UCaaS Perceptions and Provider Selection Criteria in the U.S. Market

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Forward-thinking businesses increasingly evaluate advanced cloud communications and collaboration solutions, including hosted IP telephony and unified communications-as-a-service (UCaaS), as part of their digital transformation initiatives. However, other priorities such as security and network reliability often supersede communications upgrade projects. Service providers face different challenges in their pursuit of UCaaS revenue growth and market share gains. Provider repositioning and strategy realignment are likely to determine the industry’s evolution and growth trajectory over the next few years. In addition to growing customer interest in moving communications to the cloud, UCaaS adoption will be highl

Research Highlights

  • Vendor reputation ranks highest among factors playing the largest role early in the UCaaS provider selection process.
  • Price trumps other factors in final provider selection. Approximately one-third of UCaaS users are not using services from the providers they consider best-in-class. More than half of those state that they chose their current provider because it offers a better price than the one they consider best-in-class.
  • Providers must watch for existing and emerging competitive threats. They must remain acutely aware of the threat coming from Microsoft, Google and Amazon as well as preempt any customer desertion by offering creative packaging and pricing and paying close attention to specific customer needs.

Table of Contents

Executive SummaryExecutive SummaryExecutive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Survey Methodology and Sample ProfileSurvey ObjectivesSurvey Methodology and Sample SizeSurvey Sample Profile—Decision-maker RolesSurvey Sample Profile—Respondent Industries Survey Sample Profile—Size of BusinessSurvey Sample Profile—Number of Business LocationsUCaaS Provider Familiarity, Recent Sales Contact and AdoptionDecision-maker Familiarity with UCaaS ProvidersUCaaS Provider Sales OutreachPerceptions of UCaaS Providers UCaaS AdoptionUCaaS User Perceptions and Investment Plans Top Reasons to Adopt UCaaSCurrent UCaaS ProvidersTime Length of Using UCaaSUCaaS Adoption within the OrganizationUCaaS Provider Selection FactorsUCaaS Provider Selection Factors (continued)Actual Service Provider Attributes Delivered to DateCustomer UCaaS Purchase PreferencesAverage Monthly UCaaS Price per UserPrice Change Since the Beginning of the ContractExpected Price Change in the Next 12 MonthsPrice Negotiations and OutcomesEstimated Price Discount ReceivedPrice Fairness PerceptionsReasons for Not Using Best-in-Class ProviderPossibility to Consider Switching Providers if Google or Amazon Offered UCaaS SolutionsIntent to Switch Providers When the Contract ExpiresFuture UCaaS ProviderPrevious UCaaS ProvidersReasons to Replace Current UCaaS ProviderIntent to Switch Providers if a Competitor Offers 25 Percent Cheaper PriceMost Important UCaaS FeaturesImportant Tangential ServicesUCaaS Perceptions and Investment Plans Among Non-Users with Plans to Use UCaaS in the FutureReasons to Adopt UCaaS Among Non-Users UCaaS Provider Selection Factors Early in the ProcessDecision-making Factors in Final UCaaS Provider SelectionKnowledge of Future UCaaS ProviderFuture UCaaS ProviderUCaaS Perceptions Among Non-Users with No Plans to Use UCaaS in the FutureReasons for Not Moving to a UCaaS ProviderLast WordKey Takeaways for UCaaS ProvidersLegal DisclaimerAppendixList of ExhibitsList of Exhibits (continued)The Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy

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