North American Hosted IP Telephony and UCaaS Market, Forecast to 2023

Providers Reposition and Realign Strategies to Ensure Long-term Success

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Forward-thinking businesses increasingly evaluate advanced communications and collaboration solutions as part of their digital transformation initiatives. However, other priorities such as security, network reliability, cloud migration and Internet of Things (IoT) often supersede communications upgrade projects. Growing customer demand for more flexible technology consumption models to support digital transformation projects represents a key growth driver. Premises-based communications solutions reaching end of life and increasing availability of compelling UCaaS offerings are also encouraging the move to cloud communications.

Service providers face different challenges in their pursuit of UCaaS revenue growth and market share gains. Rapid technology advancements and competitive dynamics create sense of uncertainty and delay investment/upgrade decisions. Premises-based solutions are often favored for security, control and customization/integration reasons.

Provider repositioning and strategy realignment are likely to determine the industry’s evolution and growth trajectory over the next few years. M&A, bankruptcy protection, internal reorganization, international expansion, as well as solution repackaging will aim to improve industry health and boost customer confidence in service and company long-term viability. 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. Market growth over the forecast period will be driven by both existing provider new user acquisition as well as the entry of new service providers and/or launch of new UCaaS solutions.

Key growth opportunities in the UCaaS market exist in the following areas:
• UCaaS enhancements (e.g., contact center, advanced collaboration, analytics, native mobility)
• Broader portfolio diversification (e.g., SD WAN, communications platform as a service (CPaaS), adoption and other value-added services)
• Improved end-user and IT admin experience (e.g., portal, messaging-centric user interface, greater service quality and reliability, free trials)
• Tailored solutions (e.g., verticals, micro-business, mid-market and enterprise)
• Greater market reach (e.g., channel expansion, international presence, digital engagement)

While more “traditional” UCaaS solutions will continue to experience rapid adoption, the industry will begin to gradually transform under the impact of both internal and external forces. The emergence of “productivity UC”, “vertical UC”, “IoT UC” and other forms of embedded communications is likely to disrupt provider business models, solution prices, customer use cases and other market dynamics.

As communications vendors provide open application programming interfaces (APIs) and as CPaaS offerings gain traction, businesses will have more options for deploying communications and collaboration functionality from both traditional communications providers and new market entrants with software as a service (SaaS), cloud or other backgrounds.

Table of Contents

1. Executive Summary
Key Findings
Market Engineering Measurements
Executive Summary—CEO’s Perspective
2. Market Overview
Market Definitions and Methodology Overview
Market Distribution Channels
Market Distribution Channels—Selected Participants
Market Overview—Hosted IP Telephony and UCaaS Ecosystem
Market Overview—Segmentation by Country
Market Overview—Segmentation by Customer Size
Market Overview—Segmentation by Type of Access
3. Drivers and Restraints—Total Hosted IP Telephony and UCaaS Market
Market Drivers
Top IT Challenges
Top Drivers for IT Investment
Value of Cloud-Based Solutions Among Users
Trends and Opportunities Driving Strategic UCaaS Investments
UCaaS Fit in the Connected Work Paradigm
Connected Work—UCaaS Evolution
Market Restraints
Risks Associated with Cloud-Based Solutions
4. Forecasts and Trends—Total Hosted IP Telephony and UCaaS Market
Total Hosted IP Telephony and UCaaS Market—Installed Users and Revenue Forecast
Total Hosted IP Telephony and UCaaS Market—Pricing Trends and Forecast
Typical Hosted IP Telephony and UCaaS Offerings
Percent Installed Users Forecast by Country
Demand Analysis
Communications and Collaboration Solutions Deployment Models
Demand Analysis—Soft and Mobile Clients
5. Visioning Scenarios—Total Hosted IP Telephony and UCaaS Market
Macro to Micro Visioning
Visioning Scenarios for the Hosted IP Telephony and UCaaS Market
Top Predictions for the Hosted IP Telephony and UCaaS Market
6. Market Share and Competitive Analysis—Total Hosted IP Telephony and UCaaS Market
Competitive Analysis—Market Share
Competitive Environment
Top Competitors
Competitive Factors and Assessment
Criteria for Selecting a Cloud Provider
7. Growth Opportunities and Companies to Action
Transformation in the UCaaS Industry Ecosystem—2016
Growth Opportunity 1—Cloud Contact Center
Growth Opportunity 2—Mobile-first Strategy
Growth Opportunity 3—Advanced Collaboration
Growth Opportunity 4—Open APIs and CPaaS
Growth Opportunity 5—Mid-Market and Large Enterprise
Growth Opportunity 6—Micro-Businesses
Growth Opportunity 7—Channel Development
Growth Opportunity 8—International Expansion
Growth Opportunity 9—Analytics Tools
Growth Opportunity 10—Customer Portal
Growth Opportunity 11—Tailored Packaging and Pricing
Growth Opportunity 12—Improved Customer Retention
Growth Opportunity 13—Hybrid Architectures
Growth Opportunity 14—Adjacencies/Up-sell/Cross-sell
Growth Opportunity 15—Internal Process Transformation
Growth Opportunity 16—Outsource Technology Expertise
Growth Opportunity 17—User Adoption Services
Growth Opportunity 18—The “New” UC
Growth Opportunity 19—Digital Customer Engagement
Growth Opportunity 20—Vertical Strategies
Growth Opportunity 21—Freemium Offers and Free Trials
Growth Opportunity 22—Business Transformation Partner
Legal Disclaimer
8. Appendix
Market Engineering Methodology
Market Engineering Measurements
Additional Sources of Information on Hosted IP Telephony and UCaaS
List of Other Service Providers
Partial List of Companies Interviewed
Table of Acronyms Used
List of Exhibits

Infographic



List of Figures & Charts

1. Total Hosted IP Telephony and UCaaS Market: Two Main Types of Hosted IP Telephony and UCaaS Architectures, North America, 2016
2. Total Hosted IP Telephony and UCaaS Market: Key Market Drivers, North America, 2017–2023
3. Total Hosted IP Telephony and UCaaS Market: Key Market Restraints, North America, 2017–2023
4. Total Hosted IP Telephony and UCaaS Market: Competitive Structure, North America, 2016
5. Total Hosted IP Telephony and UCaaS Market: SWOT Analysis, North America, 2016
6. Total Hosted IP Telephony and UCaaS Market: Market Engineering Measurements, North America, 2016


1. Total Hosted IP Telephony and UCaaS Market: Market Engineering Measurements, North America, 2016
2. Total Hosted IP Telephony and UCaaS Market: Distribution Channel Analysis, North America, 2016
3. Total Hosted IP Telephony and UCaaS Market: Distribution Channel Analysis—Selected Participants, North America, 2016
4. Total Hosted IP Telephony and UCaaS Market: Porter’s Five Forces, North America, 2016
5. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Country, North America, 2016
6. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Customer Size, North America, 2016
7. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Type of Access, North America, 2016
8. Total Hosted IP Telephony and UCaaS Market: Top IT Challenges, North America, 2017
9. Total Hosted IP Telephony and UCaaS Market: Top Drivers for IT Investment, North America 2017–2019
10. Total Hosted IP Telephony and UCaaS Market: Value of Cloud-Based Solutions Among Users, North America, 2017
11. Total Hosted IP Telephony and UCaaS Market: Risks Associated with Cloud-Based Solutions, North America, 2017
12. Total Hosted IP Telephony and UCaaS Market: Installed Users and Revenue Forecast, North America, 2015–2023
13. Total Hosted IP Telephony and UCaaS Market: Average Revenue per User per Month (Without Access), North America, 2015–2023
14. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users Forecast by Country, North America, 2016 and 2023
15. Total Hosted IP Telephony and UCaaS Market: Penetration Analysis, North America, 2015–2023
16. Total Hosted IP Telephony and UCaaS Market: Communications and Collaboration Solutions Deployment Models, US, 2017
17. Total Hosted IP Telephony and UCaaS Market: Plans for Moving Applications to the Cloud, North America, 2017–2019
18. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users with Desktop Soft Clients, North America, 2016
19. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users with Mobile Soft Clients, North America, 2016
20. Total Hosted IP Telephony and UCaaS Market: Percent Revenue Breakdown (Without Access), North America, 2016
21. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users Breakdown, North America, 2016
22. Total Hosted IP Telephony and UCaaS Market: Competitor Success Factors, North America, 2016
23. Total Hosted IP Telephony and UCaaS Market: Top Criteria for Selecting a Cloud Provider, North America, 2017
24. Total Hosted IP Telephony and UCaaS Market: Disruptive Forces, North America, 2016



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