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Viewing report
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Success Factors for Hosted and Managed VoIP in Europe
Analysys Mason Group, Dec 2007
0 Summary
1 VoIP is becoming a mainstream product
1.1 Hosted and managed VoIP services for businesses are available in many forms
1.2 Multinational corporations are leading the way with unified communications
1.3 Decisions to use VoIP are based on saving money, gaining more flexible voice systems and reducing complexity for end users
1.4 Adoption rates of hosted and managed VoIP are increasing
2 Demand for hosted and managed VoIP comes from many types of company
2.1 Hosting is not limited to small businesses
2.2 Larger user organisations may choose a hosted and managed solution if they have many small sites, many phones or employees who work regularly from temporary sites
2.3 Lack of expertise drives outsourcing
2.4 Companies planning for rapid growth favour centralised solutions
2.5 VoIP can improve ways of working, but is not often installed for that reason
2.6 Demand for FMC will be a driver for centralised services – companies find the mobile integration part difficult
2.7 Large companies will prefer hosted solutions, while medium companies will prefer IP Centrex
2.8 Internet VoIP is only really acceptable for small and medium businesses
2.9 Many businesses will not see any urgent need to adopt VoIP
3 Channels are key to the SME market
3.1 Many small IT companies are reselling hosted VoIP and IP Centrex
3.2 Many small telecoms VARs are adding VoIP to their PBX portfolios
3.3 Large telecoms service providers are developing VoIP solutions for resellers
3.4 Large service providers need to develop channel structures
4 Success factors for hosted and managed VoIP
4.1 Customer education is paramount, especially for small and medium businesses
4.2 Cost savings and flexibility are the main drivers
4.3 There is a need for integration with legacy systems
4.4 VoIP service providers should work through a trusted supplier
4.5 Access should be bundled with the hosting
4.6 Prices should be suited to the target market and the technology selected accordingly
4.7 Integrating mobiles is important for delivering real cost savings for user organisations
4.8 Users regard instant messaging as nice to have, but not essential
4.9 Unified communications and email integration will be important in the future
Actions
List of Figures and Tables
Figure 1.1 VoIP architecture owned and managed in house by the user organisation
Figure 1.2 VoIP architecture hosted by the service provider
Figure 1.3 IP Centrex VoIP architecture
Figure 1.4 Internet VoIP architecture
Figure 1.5 Flowchart of forecasting methodology
Figure 1.6 Spend on VoIP systems in Western Europe by type in 2007 and 2012
Figure 1.7 Users of VoIP systems in Western Europe by type in 2007 and 2012
Figure 1.8 Total spend by category for all medium and large organisations, 2007–2012
Figure 1.9 New users of outsourced and owned VoIP systems in Western Europe, 2007–2012
Figure 2.1 Penetration of hosted and managed VoIP in large and medium organisations in Western Europe, 2007–2012
Figure 2.2 Spend on hosted and managed VoIP in large and medium organisations in Western Europe, 2007–2012
Figure 2.3 Average spend per user for hosted and managed VoIP services versus user-owned/user-managed systems in large businesses 2007 and 2012
Figure 2.4 Average spend per user on hosted and managed VoIP services versus user-owned/user-managed systems for medium businesses for 2007 and 2012
Figure 2.5 Share of business spend on fixed-to-fixed, fixed-to-mobile and mobile calls
Figure 2.6 Numbers of users of fixed VoIP and FMC VoIP in Western Europe, 2007 and 2012
Figure 2.7 Share of VoIP users on user-owned/SP-hosted and IP Centrex systems for Western Europe in 2012
Figure 2.8 Spend on Internet VoIP services by medium companies in Western Europe
Figure 3.1 Medium organisation spend on hosted and managed VoIP systems by type, 2007–2012
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