North American Hosted IP Telephony and UCaaS Market

North American Hosted IP Telephony and UCaaS Market

Cloud Communications Solutions Evolve to Align with an API Economy

RELEASE DATE
03-Nov-2016
REGION
North America
Deliverable Type
Market Research
Research Code: K0DC-01-00-00-00
SKU: TE03662-NA-MR_19143
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Description

The North American hosted Internet protocol (IP) telephony and unified communications-as-a-service (UCaaS) market is approaching mass adoption in the small and medium-size business (SMB) segment and experiencing accelerated growth in the mid-market and large-enterprise segments. Businesses are undergoing profound transformation as they adopt advanced information technologies (IT) and innovative communications solutions to improve worker productivity, business agility and overall competitive positioning. To address new market challenges, businesses must embrace new technology consumption models and engage with trusted technology providers. This creates considerable opportunities for service providers and vendors to diversify their portfolio, generate new revenues, differentiate from the competition and sustain profitable growth in the future.

RESEARCH: INFOGRAPHIC

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Table of Contents

Key Findings

Market Engineering Measurements

Executive Summary—CEO’s Perspective

Market Definitions and Methodology Overview

Market Distribution Channels

Market Distribution Channels—Selected Participants

Channel SWOT

Market Readiness

Market Overview—Hosted IP Telephony and UCaaS Ecosystem

  • Master Agents
  • Data VAR
  • IT VAR
  • Voice VAR
  • Telco/SP
  • Distributor
  • DMR/Retail Stores

Market Overview—Segmentation by Country

Market Overview—Segmentation by Customer Size

Market Overview—Segmentation by Type of Access

  • United States
  • Canada

Market Drivers

Top Challenges for IT by Region

Top Drivers for IT Investment

Value of Cloud-Based Solutions Among Users

Satisfaction with Cloud-Based Solutions

Market Restraints

Barriers to Adoption of Cloud-Based Solutions

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

Plans for Moving Applications to the Cloud

Demand Analysis—Soft and Mobile Clients

Macro to Micro Visioning

Visioning Scenarios for the Hosted IP Telephony and UCaaS Market

Top Predictions for the Hosted IP Telephony and UCaaS Market

Competitive Analysis—Market Share

Competitive Environment

Top Competitors

Competitive Factors and Assessment

What Do Providers Bring to the Game?

Competitive Factors and Assessment

Criteria for Selecting a Cloud Provider

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—Channel Development

Growth Opportunity 7—International Expansion

Growth Opportunity 8—Analytics Tools

Growth Opportunity 9—Customer Portal

Growth Opportunity 10—Tailored Packaging & Pricing

Growth Opportunity 11—Improved Customer Retention

Growth Opportunity 12—Hybrid Architectures

Growth Opportunity 13—Adjacencies/Up-sell/Cross-sell

Growth Opportunity 14—Digital Customer Engagement

Growth Opportunity 15—Vertical Strategies

Growth Opportunity 16—Freemium Offers and Free Trials

Legal Disclaimer

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

List of Figures
  • 1. Total Hosted IP Telephony and UCaaS Market: Channel SWOT Analysis, North America, 2015
  • 2. Total Hosted IP Telephony and UCaaS Market: Key Market Drivers, North America, 2016–2022
  • 3. Total Hosted IP Telephony and UCaaS Market: Key Market Restraints, North America, 2016–2022
  • 4. Total Hosted IP Telephony and UCaaS Market: Competitive Structure, North America, 2015
  • 5. Total Hosted IP Telephony and UCaaS Market: SWOT Analysis, North America, 2015
  • 6. Total Hosted IP Telephony and UCaaS Market: Market Engineering Measurements, North America, 2015
List of Charts
  • 1. Total Hosted IP Telephony and UCaaS Market: Market Engineering Measurements, North America, 2015
  • 2. Total Hosted IP Telephony and UCaaS Market: Distribution Channel Analysis, North America, 2015
  • 3. Total Hosted IP Telephony and UCaaS Market: Distribution Channel Analysis: Selected Participants, North America, 2015
  • 4. Total Hosted IP Telephony and UCaaS Market: Porter’s Five Forces, North America, 2015
  • 5. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Country, North America, 2015
  • 6. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Customer Size, North America, 2015
  • 7. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Type of Access, North America, 2015
  • 8. Total Hosted IP Telephony and UCaaS Market: Top IT Challenges by Region, Global, 2016 to 2018
  • 9. Total Hosted IP Telephony and UCaaS Market: Top Drivers for IT Investment, North America, 2016 to 2018
  • 10. Total Hosted IP Telephony and UCaaS Market: Value of Cloud-Based Solutions Among Users, North America, 2015
  • 11. Total Hosted IP Telephony and UCaaS Market: Value of Cloud-Based Solutions Among Users, Global, 2015
  • 12. Total Hosted IP Telephony and UCaaS Market: Barriers to Adoption of Cloud-Based Solutions, North America, 2015
  • 13. Total Hosted IP Telephony and UCaaS Market: Installed Users and Revenue Forecast, North America, 2014–2022
  • 14. Total Hosted IP Telephony and UCaaS Market: Average Revenue per User per Month (Without Access), North America, 2014–2022
  • 15. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users Forecast by Country, North America, 2015 and 2022
  • 16. Total Hosted IP Telephony and UCaaS Market: Penetration Analysis, North America, 2014–2022
  • 17. Total Hosted IP Telephony and UCaaS Market: Plans for Moving Applications to the Cloud, North America, 2015 to 2018
  • 18. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users with Desktop Soft Clients, North America, 2015
  • 19. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users with Mobile Soft Clients, North America, 2015
  • 20. Total Hosted IP Telephony and UCaaS Market: Percent Revenue Breakdown (Without Access), North America, 2015
  • 21. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users Breakdown, North America, 2015
  • 22. Total Hosted IP Telephony and UCaaS Market: Competitor Success Factors, North America, 2015
  • 23. Total Hosted IP Telephony and UCaaS Market: Top Criteria for Selecting a Cloud Provider, North America, 2015 to 2018
  • 24. Total Hosted IP Telephony and UCaaS Market: Disruptive Forces, North America, 2016
The North American hosted Internet protocol (IP) telephony and unified communications-as-a-service (UCaaS) market is approaching mass adoption in the small and medium-size business (SMB) segment and experiencing accelerated growth in the mid-market and large-enterprise segments. Businesses are undergoing profound transformation as they adopt advanced information technologies (IT) and innovative communications solutions to improve worker productivity, business agility and overall competitive positioning. To address new market challenges, businesses must embrace new technology consumption models and engage with trusted technology providers. This creates considerable opportunities for service providers and vendors to diversify their portfolio, generate new revenues, differentiate from the competition and sustain profitable growth in the future.
More Information
Deliverable Type Market Research
No Index No
Podcast No
Table of Contents | Executive Summary~ || Key Findings~ || Market Engineering Measurements~ || Executive Summary—CEO’s Perspective~ | Market Overview~ || Market Definitions and Methodology Overview~ || Market Distribution Channels~ || Market Distribution Channels—Selected Participants~ || Channel SWOT~ ||| Master Agents ~ ||| Data VAR ~ ||| IT VAR ~ ||| Voice VAR ~ ||| Telco/SP ~ ||| Distributor ~ ||| DMR/Retail Stores ~ || Market Readiness~ || Market Overview—Hosted IP Telephony and UCaaS Ecosystem~ || Market Overview—Segmentation by Country~ ||| United States~ ||| Canada~ || Market Overview—Segmentation by Customer Size~ ||| Businesses with More than 500 Users~ ||| Businesses up to 50 Users~ ||| Businesses Between 50 and 500 Users~ || Market Overview—Segmentation by Type of Access~ ||| Managed Bandwidth~ ||| Over the Top/BYOB~ | Drivers and Restraints—Total Hosted IP Telephony and UCaaS Market~ || Market Drivers ~ ||| Growing communications infrastructure complexity compels businesses to outsource communications solutions management to expert third parties to improve business agility and more effectively manage digital transformation~ ||| SMBs adopt cloud communications solutions to gain access to superior technology expertise and allocate limited financial resources to other business investments~ ||| Forward-thinking businesses deploy cloud solutions to gain faster and more cost-effective access to advanced features/capabilities and thus improve worker productivity and customer support~ ||| Distributed organizations choose flexible delivery models in order to more effectively support mobile and remote workers~ ||| New architectures and business models providing greater cost efficiencies and/or more flexible customization and integration with third-party solutions, drive adoption in new customer segments~ || Top Challenges for IT by Region ~ || Top Drivers for IT Investment ~ || Value of Cloud-Based Solutions Among Users ~ || Satisfaction with Cloud-Based Solutions ~ || Market Restraints~ ||| Businesses with unamortized and still-functional premises-based solutions and no perceived need for new functionality see few economic benefits in an infrastructure upgrade, including a switch to hosted/ cloud communications services~ ||| New business models in the premises-based UCC space including subscription (OPEX)-based pricing and fully managed solutions entice certain customers to retain or upgrade their existing premises-based investments~ ||| Security, control, reliability as well as customization and integration concerns often tip the scales in favour of premises-based communications deployments~ ||| Rapid pace of technology innovation in both premises-based and cloud solutions compels businesses to adopt a wait-and-see approach until technologies and business models mature before they can commit~ ||| Vendor and service provider transformation and evolving strategic priorities cause confusion and slow down customer technology investment decision making~ || Barriers to Adoption of Cloud-Based Solutions ~ | 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—Total Hosted IP Telephony and UCaaS Market~ || Demand Analysis~ || Plans for Moving Applications to the Cloud ~ || Demand Analysis—Soft and Mobile Clients~ | Visioning Scenarios~ || Macro to Micro Visioning~ || Visioning Scenarios for the Hosted IP Telephony and UCaaS Market~ || Top Predictions for the Hosted IP Telephony and UCaaS Market~ | Market Share and Competitive Analysis—Total Hosted IP Telephony and UCaaS Market~ || Competitive Analysis—Market Share~ || Competitive Environment~ || Top Competitors~ || Competitive Factors and Assessment~ || What Do Providers Bring to the Game? ~ || Competitive Factors and Assessment~ || Criteria for Selecting a Cloud Provider ~ | 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—Channel Development~ || Growth Opportunity 7—International Expansion~ || Growth Opportunity 8—Analytics Tools~ || Growth Opportunity 9—Customer Portal~ || Growth Opportunity 10—Tailored Packaging & Pricing~ || Growth Opportunity 11—Improved Customer Retention~ || Growth Opportunity 12—Hybrid Architectures~ || Growth Opportunity 13—Adjacencies/Up-sell/Cross-sell~ || Growth Opportunity 14—Digital Customer Engagement~ || Growth Opportunity 15—Vertical Strategies~ || Growth Opportunity 16—Freemium Offers and Free Trials~ || Legal Disclaimer ~ | 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~
List of Charts and Figures 1. Total Hosted IP Telephony and UCaaS Market: Channel SWOT Analysis, North America, 2015 ~ 2. Total Hosted IP Telephony and UCaaS Market: Key Market Drivers, North America, 2016–2022 ~ 3. Total Hosted IP Telephony and UCaaS Market: Key Market Restraints, North America, 2016–2022 ~ 4. Total Hosted IP Telephony and UCaaS Market: Competitive Structure, North America, 2015 ~ 5. Total Hosted IP Telephony and UCaaS Market: SWOT Analysis, North America, 2015 ~ 6. Total Hosted IP Telephony and UCaaS Market: Market Engineering Measurements, North America, 2015 ~| 1. Total Hosted IP Telephony and UCaaS Market: Market Engineering Measurements, North America, 2015~ 2. Total Hosted IP Telephony and UCaaS Market: Distribution Channel Analysis, North America, 2015 ~ 3. Total Hosted IP Telephony and UCaaS Market: Distribution Channel Analysis: Selected Participants, North America, 2015 ~ 4. Total Hosted IP Telephony and UCaaS Market: Porter’s Five Forces, North America, 2015 ~ 5. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Country, North America, 2015 ~ 6. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Customer Size, North America, 2015 ~ 7. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users by Type of Access, North America, 2015 ~ 8. Total Hosted IP Telephony and UCaaS Market: Top IT Challenges by Region, Global, 2016 to 2018 ~ 9. Total Hosted IP Telephony and UCaaS Market: Top Drivers for IT Investment, North America, 2016 to 2018 ~ 10. Total Hosted IP Telephony and UCaaS Market: Value of Cloud-Based Solutions Among Users, North America, 2015 ~ 11. Total Hosted IP Telephony and UCaaS Market: Value of Cloud-Based Solutions Among Users, Global, 2015 ~ 12. Total Hosted IP Telephony and UCaaS Market: Barriers to Adoption of Cloud-Based Solutions, North America, 2015 ~ 13. Total Hosted IP Telephony and UCaaS Market: Installed Users and Revenue Forecast, North America, 2014–2022~ 14. Total Hosted IP Telephony and UCaaS Market: Average Revenue per User per Month (Without Access), North America, 2014–2022 ~ 15. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users Forecast by Country, North America, 2015 and 2022~ 16. Total Hosted IP Telephony and UCaaS Market: Penetration Analysis, North America, 2014–2022 ~ 17. Total Hosted IP Telephony and UCaaS Market: Plans for Moving Applications to the Cloud, North America, 2015 to 2018 ~ 18. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users with Desktop Soft Clients, North America, 2015 ~ 19. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users with Mobile Soft Clients, North America, 2015 ~ 20. Total Hosted IP Telephony and UCaaS Market: Percent Revenue Breakdown (Without Access), North America, 2015~ 21. Total Hosted IP Telephony and UCaaS Market: Percent Installed Users Breakdown, North America, 2015 ~ 22. Total Hosted IP Telephony and UCaaS Market: Competitor Success Factors, North America, 2015 ~ 23. Total Hosted IP Telephony and UCaaS Market: Top Criteria for Selecting a Cloud Provider, North America, 2015 to 2018 ~ 24. Total Hosted IP Telephony and UCaaS Market: Disruptive Forces, North America, 2016~
Author Elka Popova
Industries Telecom
WIP Number K0DC-01-00-00-00
Is Prebook No