How to Become a Successful UCaaS Provider

How to Become a Successful UCaaS Provider

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

RELEASE DATE
29-Jun-2018
REGION
North America
Research Code: K2D5-01-00-00-00
SKU: TE03841-NA-MR_22067

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Description

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 highly impacted by the availability of strong market participants with visionary strategies, broad geographic presence, solid financial performance and affordable, feature-rich solutions. Common service provider success factors in the UCaaS market include speed of innovation, service reliability, efficient provisioning and billing systems, attention to customer needs and effective customer support, market reach (geographic footprint, channel network) and financial stability. Frost & Sullivan conducted an online survey of 184 US UCaaS decision makers and influencers in the March-April 2018 time period. The purpose of the survey was to gain a perspective from UCaaS stakeholders on the adoption and effectiveness of UCaaS solutions, as well as the provider success factors in the U.S. UCaaS market. More specifically, the survey aimed to identify the following:
• What factors drive and restrain UCaaS adoption
• How extensive the UCaaS deployment within the organization is today and how it will change within the next two years
• Which UCaaS features decision makers find most valuable for their business or organization
• How successful the UCaaS deployment has been and what actual benefits it has delivered to the organization
• What prices businesses are paying for their UCaaS solutions and whether they consider them fair
• How businesses prefer to purchase their UCaaS solutions (e.g., bundles vs a-la-carte features/services)
• Which UCaaS providers decision makers are most familiar with, which ones they are using and which ones they perceive as best-in-class
• Whether they plan to switch UCaaS providers, what are the primary factors to switch, and which providers they plan to switch to This study provides an analysis of the survey findings.


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 Summary

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Survey Objectives

Survey Methodology and Sample Size

Survey Sample Profile—Decision-maker Roles

Survey Sample Profile—Respondent Industries

Survey Sample Profile—Size of Business

Survey Sample Profile—Number of Business Locations

Decision-maker Familiarity with UCaaS Providers

UCaaS Provider Sales Outreach

Perceptions of UCaaS Providers

UCaaS Adoption

Top Reasons to Adopt UCaaS

Current UCaaS Providers

Time Length of Using UCaaS

UCaaS Adoption within the Organization

UCaaS Provider Selection Factors

UCaaS Provider Selection Factors (continued)

Actual Service Provider Attributes Delivered to Date

Customer UCaaS Purchase Preferences

Average Monthly UCaaS Price per User

Price Change Since the Beginning of the Contract

Expected Price Change in the Next 12 Months

Price Negotiations and Outcomes

Estimated Price Discount Received

Price Fairness Perceptions

Reasons for Not Using Best-in-Class Provider

Possibility to Consider Switching Providers if Google or Amazon Offered UCaaS Solutions

Intent to Switch Providers When the Contract Expires

Future UCaaS Provider

Previous UCaaS Providers

Reasons to Replace Current UCaaS Provider

Intent to Switch Providers if a Competitor Offers 25 Percent Cheaper Price

Most Important UCaaS Features

Important Tangential Services

Reasons to Adopt UCaaS Among Non-Users

UCaaS Provider Selection Factors Early in the Process

Decision-making Factors in Final UCaaS Provider Selection

Knowledge of Future UCaaS Provider

Future UCaaS Provider

Key Takeaways for UCaaS Providers

Legal Disclaimer

List of Exhibits

List of Exhibits (continued)

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
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 highly impacted by the availability of strong market participants with visionary strategies, broad geographic presence, solid financial performance and affordable, feature-rich solutions. Common service provider success factors in the UCaaS market include speed of innovation, service reliability, efficient provisioning and billing systems, attention to customer needs and effective customer support, market reach (geographic footprint, channel network) and financial stability. Frost & Sullivan conducted an online survey of 184 US UCaaS decision makers and influencers in the March-April 2018 time period. The purpose of the survey was to gain a perspective from UCaaS stakeholders on the adoption and effectiveness of UCaaS solutions, as well as the provider success factors in the U.S. UCaaS market. More specifically, the survey aimed to identify the following: • What factors drive and restrain UCaaS adoption • How extensive the UCaaS deployment within the organization is today and how it will change within the next two years • Which UCaaS features decision makers find most valuable for their business or organization • How successful the UCaaS deployment has been and what actual benefits it has delivered to the organization • What prices businesses are
More Information
No Index No
Podcast No
Author Elka Popova
Industries Telecom
WIP Number K2D5-01-00-00-00
Keyword 1 UCaaS
Is Prebook No
GPS Codes 9610,9656,9705-C1,9717-C3,9724