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  4. > Analysis of the North American Hosted IP Telephony and UCC Services Market

Innovative Business Models Boost Adoption

The North American hosted IP telephony and UCC services market continues to present considerable growth opportunities for service providers and platform vendors who offer compelling hosted communications services and solutions. This study offers service providers, platform vendors, resellers, IT decision makers and other market participants with a detailed analysis of the trends and challenges in the evolving and rapidly growing North American hosted IP telephony and UCC services market. It identifies key market drivers and restraints and provides user and revenue forecasts for the period 2014 to 2020. The study also provides a detailed competitive analysis and provider market share estimates.

Key Findings
-The North American hosted IP telephony and UCC services market continues to present considerable growth opportunities for service providers and platform vendors who offer compelling hosted communications services and solutions.
-In 2013, the North American hosted IP telephony and UCC services user base grew by percent to reach million users by year end, adding million net new users since year end 2012. Revenues (without access) also grew at a healthy rate of percent as demand increased and average revenues per user remained relatively stable.
-Market growth will remain steady over the study period from 2013 to 2020 at compound annual growth rates of percent in terms of installed users and percent in terms of revenues (without access). Even though growth rates will gradually decline year-over-year due to the larger installed base, the number of annual net new users will increase consistently throughout the forecast period.
-Growth will be driven by continued demand among under-served small and medium-sized businesses (SMBs) and emerging demand among larger, distributed organizations with a significant number of remote and mobile employees. Growing customer confidence in voice over Internet Protocol (VoIP) and cloud technologies will also boost adoption.
-The large installed base of premises-based solutions, along with continued customer concerns over cloud security and reliability will curb growth in the near and medium terms. Other factors that will delay adoption include customer confusion due to the fragmented competitive landscape with little differentiation among service provider offerings and lack of a strong leader to validate the value proposition of hosted IP communications.
-Average revenues per user (ARPU) will remain stable in spite of price pressures at the low end due to continued provider efforts to upsell their customers with advanced services such as instant messaging (IM) and presence, PC/Mac-based soft clients, enhanced mobility, video, web collaboration and contact center. Increasingly, service providers will differentiate through the user interface and the ability to integrate with third-party communications and productivity applications.
-Provider long-term survival and success, however, will be determined by the ability to retain customers and streamline operations, which will be highly dependent on service quality and reliability and back-office systems efficiency.
-Service providers will continue to pursue mergers and acquisitions as means to accelerate growth and leverage synergies for greater profitability. They will also seek to enhance their channel capabilities in order to extend market reach and improve customer service and support.
-Solutions based on multi-instance platforms will rapidly gain traction and increasingly take share away from multi-tenant platform-based solutions as providers pitch the security and customization benefits of the former. Customers will also choose multi-instance solutions so they can re-use existing terminals or integrate with existing infrastructure based on the same vendor technology.
-The competitive landscape will remain fragmented for the next few years with emerging leaders in specific customer segments. Incumbent vendors and telcos will use hosted communications as both a defensive and offensive strategy as evolving customer needs shift demand from premises-based solutions to the cloud and from legacy telco services to next-generation IP-based communications.

Table Of Contents

Analysis of the North American Hosted IP Telephony and UCC Services Market
1. EXECUTIVE SUMMARY

Executive Summary
Key Findings
Market Engineering Measurements
Executive Summary—CEO's Perspective

2. MARKET OVERVIEW

Market Overview
Market Definitions
Key Questions This Study Will Answer
Market Distribution Channels
Market Distribution Channels Discussion
Channel SWOT
Market Readiness
Market Overview—Hosted IP Telephony and UCC Services 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 UCC SERVICES MARKET

Drivers and Restraints—Total Hosted IP Telephony and UCC Services Market
Market Drivers
IT Challenges
IT Challenge: Supporting New Business Needs is Driving Up Costs
Barriers to Advanced UCC Tools Adoption Among SMBs
Attitudes toward Hosted Communications
The Overall Impact of the Workforce on IT
Attitudes toward Cloud Computing
Perceived Effectiveness of Cloud Computing Technologies
The Big Picture of IT Budgets
Market Restraints

4. FORECASTS AND TRENDS—TOTAL HOSTED IP TELEPHONY AND UCC SERVICES MARKET

Forecasts and Trends—Total Hosted IP Telephony and UCC Services Market
Forecast Assumptions
Total Hosted IP Telephony and UCC Services Market—Installed Users and Revenue Forecast
Installed Users and Revenue Forecast Discussion
Hosted IP Telephony and UCC Services Market—Pricing Trends and Forecast
Pricing Trends and Forecast Discussion
Typical Hosted IPT/UC Offerings
Percent Installed Users Forecast by Country
Percent Installed Users Forecast Discussion by Country

5. DEMAND ANALYSIS—TOTAL HOSTED IP TELEPHONY AND UCC SERVICES MARKET

Demand Analysis—Total Hosted IP Telephony and UCC Services Market
Demand Analysis
Demand Analysis Discussion
Cloud Adoption on the Rise
Enterprise Communications Technologies Planned to be Used in the Future by Region
Current Percent of Enterprise Communication Solutions Moved to the Cloud by Region
Most Prevalent Enterprise Communications Solutions Moved to the Cloud by Region
Least Prevalent Enterprise Communications Solutions Moved to the Cloud by Region
Plans to Move Enterprise Communications Solutions to the Cloud
Expected Percent of Enterprise Communications Solutions to be Moved to the Cloud by Region
Expected Percent of Enterprise Communication Solutions to be Moved to the Cloud by Industry
Expected Percent of Enterprise Communication Solutions to be Moved to the Cloud by Company Size
The Best Fit

6. MARKET SHARE AND COMPETITIVE ANALYSIS— TOTAL HOSTED IP TELEPHONY AND UCC SERVICES MARKET

Market Share and Competitive Analysis— Total Hosted IP Telephony and UCC Services Market
Competitive Analysis—Market Share
Competitive Environment
Top Competitors
Competitive Factors and Assessment
Cloud Computing Provider Competitive Attributes

7. MEGA TRENDS AND INDUSTRY CONVERGENCE IMPLICATIONS

Mega Trends and Industry Convergence Implications
Impact of Communications Industry Mega Trends on the Hosted IP Telephony and UCC Services Market
Mega Trend Impact on the Hosted IP Telephony and UCC Services Market

8. THE LAST WORD

The Last Word
The Last Word—Predictions
The Last Word—Recommendations to Service Providers
The Last Word—Recommendations to End Customers
Legal Disclaimer

9. APPENDIX

Appendix
Market Engineering Methodology
Market Engineering Measurements
Additional Sources of Information on Hosted IP Telephony and UCC Services
Partial List of Other Service Providers
Partial List of Companies Interviewed
Learn More—Next Steps
Table of Acronyms Used
List of Exhibits

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