1. Market Research
  2. > Telecom Market Trends

2015 Hosted Unified Communications Buyers’ Guide : Future-proofing Communications Investments

  • January 2015
  • 141 pages
  • Frost & Sullivan
Report ID: 2660111

Summary

Table of Contents

Executive Summary—Competitors at a Glance

Businesses recognize the benefits of cloud communications and are increasingly migrating to hosted IP telephony and UCC services. However, many well-established and emerging providers are vying for customers’ attention and investment dollars. It is therefore critical that business decision makers conduct their due diligence and thoroughly assess the available offerings in order to make wise investments that best address their specific needs.

Over the years providers have made concerted efforts to expand their solutions portfolios to deliver a broad set of hosted applications including telephony, voicemail, unified messaging, instant messaging (IM) and presence, audio, web and video conferencing, mobility, contact center, analytics and more. However, businesses looking to deploy hosted communications must also assess providers’ ability to deliver high service quality and reliability.

The competitive hosted IP telephony landscape remains highly fragmented with over 100 providers vying for market share. There has been notable merger and acquisition (M&A) activity in recent years. Service providers will continue to pursue M&A as means to accelerate growth and leverage synergies for greater profitability. They will also seek to enhance their channels in order to extend market reach and improve customer service and support. Providers will grow their channel by focusing on resellers with both voice and data expertise, IT skills that enable them to integrate communications with business applications, and a consultative sales approach. Prospective customers must assess provider long-term viability and channel strategies in order to develop sustainable partnerships as well as reduce risks and potential switching costs.
Emerging solutions based on multi-instance platforms will rapidly gain traction and present a viable alternative to the more established multi-tenant platform-based solutions. Customers must weigh a number of factors when selecting between the two architectures, including cost, simplicity, security, customization, as well as the ability to re-use existing terminals or integrate with existing infrastructure based on the same vendor technology.
Going forward, small businesses and large enterprises will continue to have different requirements in terms of functionality, service reliability and price. Therefore, IT decision makers must assess providers and solutions taking into account provider focus on a certain customer segment and ability to address the specific needs of that target market.

Other key provider and solution characteristics impacting the customer experience include quality of service and network reliability, a consultative sales approach, efficient back-end (OSS/BSS) platforms and processes, and effective customer onboarding and on-going management. Prospective customers must consider these factors in their due diligence process.

Furthermore, as the market consolidates and matures, broader market reach will become a critical factor for provider success. Eventually market share, growth rates, profitability and reference customer accounts must also become key considerations in customer selection of cloud communications providers.
Selecting the right solution and provider requires a complex and structured approach that goes beyond features and functionality. However, most businesses start their assessment process by comparing competitive offerings based on the specific hosted communications capabilities included in the service bundle. Exhibit 1 provides a comparison of the top x U.S. and the top 1 Canadian hosted IP telephony providers, ranked according to Frost & Sullivan’s quantitative research on full-year 2013 market share by installed users. The providers have been compared based on key features and functionality.

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 60 Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

Ahmad helps you find the right report:

Testimonials

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at
Ikea

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at
Ingredion

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

Purchase Reports From Reputable Market Research Publishers

Middle East and North Africa telecoms market: interim forecast update 2016–2021

  • $ 7999
  • Industry report
  • March 2017
  • by Analysys Mason

This report provides: - an interim update of our 5-year forecast of more than 175 mobile and fixed KPIs for the Middle East and North Africa, as a whole and for 12 key countries, which was previously published ...

Developed Asia–Pacific telecoms market: interim forecast report 2016–2021

  • $ 7999
  • Industry report
  • March 2017
  • by Analysys Mason

"Telecoms retail revenue in developed Asia–Pacific will grow at a CAGR of 0.6% from 2015 to 2021 when it will reach USD178 billion." Mobile handset data, IoT, fixed broadband and IPTV revenue will continue ...

Wireless network data traffic in Sub-Saharan Africa: trends and forecasts 2016–2021

  • $ 7999
  • Industry report
  • March 2017
  • by Analysys Mason

"Cellular data traffic in Sub-Saharan Africa will be over 9 times higher in 2021 than in 2016 – this growth will be key to mobile operators' future prospects." Mobile network operators in Sub-Saharan ...


ref:plp2015

Reportlinker.com © Copyright 2017. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.