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Hosted IP Telephony Will Help Providers Reduce Churn and Build Customer Loyalty
Yankee Group, The, Jan 2003
Traditional Centrex services represent the Pbx-like services offered by Ilecs for large school systems, local government entities, and other low-usage yet multi-line commercial accounts. Service providers today need all the revenue they can find. They are currently building networks to support an infrastructure of enhanced, Centrex-like IP services that will outshine even the shiniest old Centrex service. Why bother? Because our research indicates that 30 percent of wireline service providers we interviewed for this research have identified IP Centrex offerings to be the most demanded application (from their customers). All of the service providers we interviewed either have an offering in place today or plan to do so in the next 12 to 18 months. The term &ldquo Centrex&rdquo grates at those who know its proprietary legacy. The new offerings are based on open architectures, are sleeker and easier to manage, and represent an innovative service for their target market. Therefore, to shake the inflexible and staid perception of Centrex, we are coining these new services as &ldquo hosted IP telephony.&rdquo Hosted IP telephony refers to a network-based series of voice and multimedia applications primarily targeting business entities without a premise-based PBX. The infrastructure for these services is located and managed within the bounds of the service provider network. This contrasts with a managed IP PBX service, where a service provider will resell a vendor's IP PBX and provide the business customer with LAN and often WAN support for a customer-premise-based IP PBX solution. These new hosted IP telephony services can be offered not only by an Ilec, but by any carrier with Pots or high-speed connectivity to a business. This flexibility gives IXCs and international service providers such as Equant and Infonet the opportunity to compete for the enhanced voice revenue they would otherwise sacrifice to the Rbocs. This report focuses on the drivers and inhibitors of building the service provider infrastructure needed to offer these services, and the market for the most critical network elements-application servers and media servers. Although the market for these services is in its infancy, we forecast the market for hosted IP telephony application servers to reach $1.5 billion by 2007, and the market for media servers to reach $481 million by 2007.
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