Table of Contents
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.
-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.
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