North American Hosted IP Telephony and UCaaS Market

Cloud Communications Solutions Evolve to Align with an API Economy

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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.

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
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
3. 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
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
5. Demand Analysis—Total Hosted IP Telephony and UCaaS Market
Demand Analysis
Plans for Moving Applications to the Cloud
Demand Analysis—Soft and Mobile Clients
6. 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
7. 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
8. 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
9. 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: 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



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