- Unified Communications Research - Unified Communications Research Frost & Sullivan How to Become a Successful UCaaS Provider Forward-thinking businesses increasingly evaluate advanced cloud communications and collaboration solutions, including hosted IP telephony and unified communications-as-a-service (UCaaS), as part of their digital transformation initiatives. However, other priorities such as security and network reliability often supersede communications upgrade projects. Service providers face different challenges in their pursuit of UCaaS revenue growth and market share gains. Provider repositioning and strategy realignment are likely to determine the industry s evolution and growth trajectory over the next few years. In addition to growing customer interest in moving communications to the cloud, UCaaS adoption will be highly impacted by the availability of strong market participants with visionary strategies, broad geographic presence, solid financial performance and affordable, feature-rich solutions. Common service provider success factors in the UCaaS market include speed of innovation, service reliability, efficient provisioning and billing systems, attention to customer needs and effective customer support, market reach (geographic footprint, channel network) and financial stability. Frost & Sullivan conducted an online survey of 184 US UCaaS decision makers and influencers in the March-April 2018 time period. The purpose of the survey was to gain a perspective from UCaaS stakeholders on the adoption and effectiveness of UCaaS solutions, as well as the provider success factors in the U.S. UCaaS market. More specifically, the survey aimed to identify the following: What factors drive and restrain UCaaS adoption How extensive the UCaaS deployment within the organization is today and how it will change within the next two years Which UCaaS features decision makers find most valuable for their business or organization How successful the UCaaS deployment has been and what actual benefits it has delivered to the organization What prices businesses are paying for their UCaaS solutions and whether they consider them fair How businesses prefer to purchase their UCaaS solutions (e.g., bundles vs a-la-carte features/services) Which UCaaS providers decision makers are most familiar with, which ones they are using and which ones they perceive as best-in-class Whether they plan to switch UCaaS providers, what are the primary factors to switch, and which providers they plan to switch to This study provides an analysis of the survey findings.--BEGIN PROMO--

Research Highlights

  • Vendor reputation ranks highest among factors playing the largest role early in the UCaaS provider selection process.
  • Price trumps other factors in final provider selection. Approximately one-third of UCaaS users are not using services from the providers they consider best-in-class. More than half of those state that they chose their current provider because it offers a better price than the one they consider best-in-class.
  • Providers must watch for existing and emerging competitive threats. They must remain acutely aware of the threat coming from Microsoft, Google and Amazon as well as preempt any customer desertion by offering creative packaging and pricing and paying close attention to specific customer needs.
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Growth Opportunities in the Global Professional Headset Market, Forecast to 2024 The professional headset market is expected to grow at a healthy rate, enjoying a revenue CAGR of 8.0 percent from 2017 to 2024. PC USB and UCC headsets continue to experience rapid growth, especially binaural cordless stereo UCC headsets, which grew 56.7 percent in 2017 in terms of revenue. Innovation on the consumer side in fields such as wearables, hearables, Internet of Things, artificial intelligence, and augmented hearing is inspiring a newer generation of headset models in the office space. This study provides an in-depth analysis of the global profesional headset market. As part of this analysis, Frost & Sullivan has identified market drivers, restraints, market forecasts and competitive trends within the global business headset market. Frost & Sullivan has also identified 13 growth opportunities for professional headset vendors worldwide. These opportunities span vision, strategy, products, services, business models, marketing, partnerships, sales, and support initiatives. Using the data and analysis in this study vendors and resellers can develop sustainable growth strategies and improve their market positioning. Professional headsets include corded and cordless headsets that are used in conjunction with enterprise endpoints integrated with the rest of the enterprise communications infrastructure (premises-based time division multiplexing (TDM) and internet protocol (IP) platforms and/or hosted/cloud-based TDM/IP telephony services. Primary interviews have been conducted with various professional headset vendors including Accutone, Addasound, Addcom, Cisco, GN Audio, Logitech, Plantronics, RTX, Sennheiser Communications, Telekonnectors, Vbet, as well as with other market participants such as channel partners and communications endpoints vendors. Primary and secondary information, in conjunction with internal information databases, has been used to analyze the market and provide the observations and conclusions in this study. The study covers the following headset categories: Professional headsets for desktop phones that use RJ9/RJ10/RJ22 connectors Professional headsets for software communications that use PC USB connectors Multi-connectivity headsets that connect to various types of business endpoints, including desktop phones, desktop PCs, and mobile devices The study does not cover the following product categories: Professional mobile Bluetooth headsets that are used with mobile devices or smartphones and do not offer unified communications integration Professional Headsets with 3.5 millimeters plug Professional Headsets purchased by employees and used at their workplace Professional PC USB speakers manufactured by professional headset vendors Revenue represents manufacturers sales of professional headsets to service providers, distributors, retailers, resellers, original equipment manufacturer (OEM) partners, and other distribution channels, as well as direct sales to enterprise customers. Primary and secondary information, in conjunction with internal information databases, has been used to analyze the market and provide the observations and conclusions in this study. RJ9 headsets are gradually becoming unpopular due to decreasing usage of desktop phones and increase in software communications and collaboration. Professional headset vendors need to continuously identify and pursue growth opportunities and to evolve their vision and strategy in order to enhance their brand power and boost demand. Fri, 15 Jun 2018 00:00:00 +0100 Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Markets, Forecast to 2023 The Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Market achieved stability in 2017, after a tough 2016. Although the overall market is still behind 2015 marks in most variables, the progressive recovery of the Latin American economy is expected to fuel new investments in enterprise communications, as well as the increased adoption of teleworking and remote working modalities. Enterprise communications vendors are currently facing several challenges such as the increasing adoption of cloud-based unified communications solutions which is restraining expenditures in premises-based platforms, more intense competition from emerging real-time collaboration apps, and a shift in enterprise customer expectations toward more flexibility and lower total cost of ownership. As many mid and large enterprises prefer premises-based communications solutions due to security concerns, loss of control, cost and integration challenges related to hosted/cloud-based communications, enterprise communications vendors are presented with an array of growth opportunities, such as a greater adoption of collaboration tools in the workplace, a growing trend toward mobility in the new way to work and enhanced service and value through the use of advanced analytics and user adoption tools. Additional growth opportunities are presented in terms of: Connected work Consumerization of IT has raised the bar for connected user experiences, especially for enterprise mobile apps. Connected Work is characterized by connected user experiences across devices, modalities, applications, and locations. Social collaboration Social collaboration represents a key component in realizing the vision of contextual, persistent, collaborative workspaces. Video collaboration vision The days of video conferencing as a stand-alone application are numbered. Return on collaboration (ROC) Broader than ROI, ROC gauges the impact of collaboration on key functional areas: R&D, sales, marketing, HR, IR, PR, and so on. Vendors researched for this study include 3CX, Adtran, Alcatel-Lucent Enterprise, Altigen, ATCOM, Audiocodes, Avaya, AVST, BroadSoft, Cisco, Digistar, Digitro, Digium, Forninet, Fujitsu, Genesys, Grandstream, Huawei, IBM, Intelbras, Leucotron, LG-Ericsson, Lifesize, Logitech, Microsoft, Mitel, NEC, Panasonic, Polycom, Samsung, Snom, Sony, StarLeaf, Tadiran, Toshiba, Unify, Univois, Yealink, Yeastar, and ZTEL. This report provides a detailed segmentation of the enterprise communications platforms & endpoints and video conferencing markets. Market forecasts are provided in units and revenues for TDM PBX line licenses; IP PBX line licenses; UC software clients; messaging platforms seats; IP Hard Desktop Phones; open SIP Hard Desktop Phones; Media Hard Desktop Phones; TDM Hard Desktop Phones; Video Conferencing Endpoints; and Video Conferencing Infrastructure. Revenues are provided by region, customer size, and sales channels breakdowns. Market shares are provided for each segment. The base year for this study is 2017 and each segment is forecast to 2023. Fri, 1 Jun 2018 10:17:40 +0100 Contact Center Market Opportunities for UC Solutions Call, contact or customer interaction centers have traditionally been walled off from the rest of the enterprise, with each organization utilizing separate and distinct platforms for most of their communications capabilities. The contact center has primarily needed to communicate with the outside world, with few requirements to interact in rich ways with co-workers located throughout their organization s broader enterprise environment. As a result of differing needs, contact center and enterprise communications often have different decision makers, influencers, buyers and procurement cycles. At the same time, today s customers are hyper-connected, impatient and prone to conduct the research needed to become knowledgeable about products and services before they buy. Prompt, complete and professional service is needed to answer increasingly in-depth and complex customer questions. Business leaders recognize the criticality of staying at the forefront of customer service trends. Organizations must become more agile and internally collaborative in response to rapid shifts in customer demand and market trends. A culture of an enterprise-wide customer service organization is where all employees focus on customer service and support in some fashion. Therefore subject matter experts (SMEs) and other resources within the broader enterprise must be available to assist contact center agents and supervisors. Leading providers are facilitating enterprise-wide customer support by integrating their enterprise communications and contact center applications. A single-source for integrated UC and contact center solutions can create value-added benefits such as consolidated support, price advantages and advanced functionality which crosses the boundaries of historically disparate platform environments. Both enterprise communications and contact center solutions are moving toward integrated multi-modal environments which address a wider range of employee and customer preferences, physical environments, devices and information sharing requirements. Enterprises recognize the ability to quickly implement and reap the benefits of communications capabilities consumed as a service. In a 2017 global Frost & Sullivan survey of IT decision makers, 37 percent listed access to advanced features/capabilities as a top-three benefit of cloud technology. An increasing number of companies want a single solution for their contact center and UC components and tools. In the same global 2017 Frost & Sullivan survey, 22 percent of IT decision makers state that a broad portfolio which allows for one-stop shopping is a key factor in choosing a cloud services provider. They aim to: simplify application adoption, purchasing, and support; reduce IT costs and latency when customer contacts shift between agents and channels. Service providers are answering the call with new deployment and consumption models that lower the barriers for organizations seeking more sophisticated customer care capabilities. The research service evaluates trends in demand and adoption of agile customer care solutions which are increasingly required for businesses to succeed in today's on-demand society. Wed, 23 May 2018 00:00:00 +0100