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Analysis of APAC UCaaS Market

  • September 2013
  • -
  • Frost & Sullivan
  • -
  • 112 pages

Hybridization and Integration with Legacy Systems are the Key Drivers for UCaaS Adoption

This research study contains the analysis of Asia-Pacific UC as a service market for 2012. It examines the drivers and restraints for growth, pricing, and technology trends. Four segments are covered in this study and they are hosted telephony, UC application, collaboration services, hosted contact center services. The study also attempts to forecast the market revenue for the next seven years. Key market participants and their respective market shares have been analyzed. Besides, detailed breakdown by region is also provided which includes ANZ, ASEAN, Greater China, Japan, and South Korea.

Executive Summary

• The Asia-Pacific (APAC) unified communication as a service (UCaaS) market is recovering as a result of improving economic conditions and growing customer awareness of the benefits of hosted and cloud communications. However, the market remains highly fragmented with most participants holding less than X% of the market share.
• Despite the increasing demand, service providers are struggling to maintain healthy growth in the market still dominated by premises-based telephony and unified communication (UC) platforms and the ‘own and control’ mentality of in-house IT and telecom staff.
• Australia, Japan, and Hong Kong are the leading Asia-Pacific countries in terms of extent of service availability and customer adoption. Developing countries such as China and India are also rapidly following suit.
• Hosted telephony is the most established segment with a revenue contribution of X% in 2012. One of its key challenges is to offer unique customer value. While service providers tend to bundle a broad set of capabilities in the UC space, most offerings are quite similar in terms of both capabilities and pricing.
• Mobility, as a part of UC application services, is the fastest growing segment. Most vendors in the communication technology space focus on developing suitable mobile clients, which help to extend the connection into mobile devices. Service providers are also keen to offer hosted services such as Cisco Jabber and Microsoft Lync.
• Collaboration services, including audio, video, Web conferencing, team collaboration and enterprise social network (TC/ ESN), constitute the second largest segment in terms of revenue contribution, and witnessed a healthy growth of X% in 2012. Web conferencing is leading in terms of growth, mainly driven by the market in China, India, and Hong Kong. Most service providers, including telecom operators and pure-play video collaboration service providers, view video conferencing services as one of the strategic growth areas. They are actively engaged in building or upgrading the service portfolio, which includes managed video services, inter-carrier exchange services and desktop video services.
• In the contact center space, all the major telecos in Asia-Pacific launched the cloud contact center services towards the end of 2012. However, cloud and hosted contact center services market are still at a nascent stage, with key customers from small-to-medium-sized call centers.

CEO’s Perspective

1. A fragmented market with hosted telephony and collaboration services as major revenue contributors.
2. Mobility, Web conferencing services, and hosted contact centers are the key growth areas.
3. Telecom operators are enhancing service capability and are offering various bundled services.
4. Global service providers are leading in terms of innovation and service delivery.
5. A hybrid model of integrating legacy hardware solutions and services is gaining traction.

Research Scope

• The countries covered in this research service are Australia and New Zealand (ANZ), the ASEAN region (predominantly Indonesia, Malaysia, the Philippines, Singapore, and Thailand), the Greater China region (China, Hong Kong, and Taiwan), Japan, and South Korea. Total market chapter includes the revenue contributed by India, however, the regional breakdown for India is not provided in the study.
• The study period for this research service is from 2011 to 2019, with 2012 as the base year. Revenue for the forecast period reflects the potential services revenue from UC-based applications.
• Revenue in this research service represents UC services sales from telecommunication service providers, application service providers, and value-added resellers (system integrators / audio and video (AV) integrators/ IT solution providers) that are part of the value chain for the provision of enterprise communications applications/solutions.
• Revenue is based on end-user price, that is, the actual price paid by customers for the service.

Key Questions This Study Will Answer

What is the market stage in Asia-Pacific and how is the growth diversifying among various service segments?
Are the existing competitors structured correctly to meet customer needs? What is the strategic focus for local and global competitors, respectively?
How is the market evolving among the various emerging services segments such as enterprise mobility and video collaboration?
What are the key concerns of customers in Asia-Pacific regarding their adoption of UC as a service?
What are vendors, system integrators, and service providers doing to drive growth?
Are telecom operators, Internet service providers (ISP), and conferencing service providers (CSP) ready to go alone, or do they need partnerships to take their business to the next level?

Table Of Contents

Analysis of APAC UCaaS Market
Table of Contents

1. Executive Summary
2. Market Overview
3. Total UCaaS Market
• External Challenges: Drivers and Restraints
• Forecast and Trends
• Market Share and Competitive Analysis
4. Segment Breakdown
• Hosted Telephony
• UC Application
• Collaboration Services
• Hosted Contact Center Services
5. Region Breakdown
• Greater China
• Japan
• South Korea
6. The Last Word
7. Legal Disclaimer
8. Appendix

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