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North American Hosted IP Telephony and UCaaS Market, Forecast to 2023

  • ID: 4412643
  • Report
  • September 2017
  • Region: North America, United States
  • 167 Pages
  • Frost & Sullivan
Providers Reposition and Realign Strategies to Ensure Long-term Success


  • 8X8
  • CoreDial
  • Fuze
  • Momentum
  • ShoreTel
  • Verizon
  • MORE

 Forward-thinking businesses increasingly evaluate advanced communications and collaboration solutions as part of their digital transformation initiatives. However, other priorities such as security, network reliability, cloud migration and Internet of Things (IoT) often supersede communications upgrade projects. Growing customer demand for more flexible technology consumption models to support digital transformation projects represents a key growth driver. Premises-based communications solutions reaching end of life and increasing availability of compelling UCaaS offerings are also encouraging the move to cloud communications.

Service providers face different challenges in their pursuit of UCaaS revenue growth and market share gains. Rapid technology advancements and competitive dynamics create sense of uncertainty and delay investment/upgrade decisions. Premises-based solutions are often favored for security, control and customization/integration reasons.

Provider repositioning and strategy realignment are likely to determine the industry’s evolution and growth trajectory over the next few years. M&A, bankruptcy protection, internal reorganization, international expansion, as well as solution repackaging will aim to improve industry health and boost customer confidence in service and company long-term viability. 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. Market growth over the forecast period will be driven by both existing provider new user acquisition as well as the entry of new service providers and/or launch of new UCaaS solutions.

Key growth opportunities in the UCaaS market exist in the following areas:

  • UCaaS enhancements (e.g., contact center, advanced collaboration, analytics, native mobility)
  • Broader portfolio diversification (e.g., SD WAN, communications platform as a service (CPaaS), adoption and other value-added services)
  • Improved end-user and IT admin experience (e.g., portal, messaging-centric user interface, greater service quality and reliability, free trials)
  • Tailored solutions (e.g., verticals, micro-business, mid-market and enterprise)
  • Greater market reach (e.g., channel expansion, international presence, digital engagement)

While more “traditional” UCaaS solutions will continue to experience rapid adoption, the industry will begin to gradually transform under the impact of both internal and external forces. The emergence of “productivity UC”, “vertical UC”, “IoT UC” and other forms of embedded communications is likely to disrupt provider business models, solution prices, customer use cases and other market dynamics.

As communications vendors provide open application programming interfaces (APIs) and as CPaaS offerings gain traction, businesses will have more options for deploying communications and collaboration functionality from both traditional communications providers and new market entrants with software as a service (SaaS), cloud or other backgrounds.

Note: Product cover images may vary from those shown


  • 8X8
  • CoreDial
  • Fuze
  • Momentum
  • ShoreTel
  • Verizon
  • MORE

 1. Executive Summary

  • Key Findings
  • Market Engineering Measurements
  • Executive Summary-CEO’s Perspective

2. Market Overview

  • Market Definitions and Methodology Overview
  • Key Questions this Study will Answer
  • Market Distribution Channels
  • Market Distribution Channels-Selected Participants
  • Market Distribution Channels Discussion
  • Market Overview-Hosted IP Telephony and UCaaS Ecosystem
  • Market Overview-Segmentation by Country
  • Market Overview-Segmentation by Customer Size
  • Market Overview-Segmentation by Type of Access

3. Drivers and Restraints-Total Hosted IP Telephony and UCaaS Market

  • Market Drivers
  • Top IT Challenges
  • Top Drivers for IT Investment
  • Value of Cloud-Based Solutions Among Users
  • Trends and Opportunities Driving Strategic UCaaS Investments
  • UCaaS Fit in the Connected Work Paradigm
  • Connected Work-UCaaS Evolution
  • Market Restraints
  • Risks Associated with Cloud-Based Solutions

4. Forecasts and Trends-Total Hosted IP Telephony and UCaaS Market

  • Forecast Assumptions
  • Total Hosted IP Telephony and UCaaS Market-Installed Users and Revenue Forecast
  • Installed Users and Revenue Forecast Discussion
  • Total Hosted IP Telephony and UCaaS Market-Pricing Trends and Forecast
  • Pricing Trends and Forecast Discussion
  • Typical Hosted IP Telephony and UCaaS Offerings
  • Percent Installed Users Forecast by Country
  • Percent Installed Users Forecast Discussion by Country
  • Demand Analysis
  • Communications and Collaboration Solutions Deployment Models
  • Plans for Moving Applications to the Cloud
  • Demand Analysis Discussion
  • Demand Analysis-Soft and Mobile Clients

5. Visioning Scenarios-Total Hosted IP Telephony and UCaaS Market

  • Macro to Micro Visioning
  • Visioning Scenarios for the Hosted IP Telephony and UCaaS Market
  • Top Predictions for the Hosted IP Telephony and UCaaS Market

6. Market Share and Competitive Analysis-Total Hosted IP Telephony and UCaaS Market

  • Competitive Analysis-Market Share
  • Competitive Environment
  • Top Competitors
  • Competitive Factors and Assessment
  • Criteria for Selecting a Cloud Provider

7. Growth Opportunities and Companies to Action

  • Transformation in the UCaaS Industry Ecosystem-2016
  • Growth Opportunity 1-Cloud Contact Center
  • Growth Opportunity 2-Mobile-first Strategy
  • Growth Opportunity 3-Advanced Collaboration
  • Growth Opportunity 4-Open APIs and CPaaS
  • Growth Opportunity 5-Mid-Market and Large Enterprise
  • Growth Opportunity 6-Micro-Businesses
  • Growth Opportunity 7-Channel Development
  • Growth Opportunity 8-International Expansion
  • Growth Opportunity 9-Analytics Tools
  • Growth Opportunity 10-Customer Portal
  • Growth Opportunity 11-Tailored Packaging and Pricing
  • Growth Opportunity 12-Improved Customer Retention
  • Growth Opportunity 13-Hybrid Architectures
  • Growth Opportunity 14-Adjacencies/Up-sell/Cross-sell
  • Growth Opportunity 15-Internal Process Transformation
  • Growth Opportunity 16-Outsource Technology Expertise
  • Growth Opportunity 17-User Adoption Services
  • Growth Opportunity 18-The “New” UC
  • Growth Opportunity 19-Digital Customer Engagement
  • Growth Opportunity 20-Vertical Strategies
  • Growth Opportunity 21-Freemium Offers and Free Trials
  • Growth Opportunity 22-Business Transformation Partner
  • Legal Disclaimer

8. Appendix

  • Market Engineering Methodology
  • Market Engineering Measurements
  • Additional Sources of Information on Hosted IP Telephony and UCaaS
  • List of Other Service Providers
  • Partial List of Companies Interviewed
  • Table of Acronyms Used
  • List of Exhibits
Note: Product cover images may vary from those shown

A selection of companies mentioned in this report includes:

  • 8X8
  • AT&T
  • Broadview
  • Comcast
  • CoreDial
  • EarthLink
  • Evolve
  • Fonality
  • Fuze
  • Intermedia
  • Jive
  • Mitel
  • Momentum
  • Nextiva
  • NMN
  • RingCentral
  • ShoreTel
  • Start2Star
  • TOS
  • TPx
  • Verizon
  • Vonage
  • WEST
  • Windstream
Note: Product cover images may vary from those shown