Business Calling Market: Demand for Diverse Deployment and Connectivity Models Reigns

Hybrid Communications Environments Present Significant Challenges and Opportunities to Technology Solutions and Services Providers

The 2025 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities:

• Demand for cloud/mobile private branch exchange (PBX)and unified-communications-as-a-service (UCaaS) functionality
• Evolution of enterprise telephony/business call control environments
• Demand for mobile voice and data services
• Demand for desktop internet protocol (IP), cordless (Digital Enhanced Cordless Telecommunications (DECT) and voice over wireless local access network (VoWLAN), mobile and software communications endpoints
• Managed services adoption

This analysis will be complemented by additional ITDM survey-based reports detailing:

• IT challenges
• work style and workspace evolution
• current and future technology adoption
• communications and collaboration budgets
• trends in communications platform as a service (CPaaS)
• meeting rooms modernization
• vertical communications challenges and investment priorities

Our survey methodology was designed to meet two primary objectives:

• Capture insights from a robust sample of IT decision-makers (ITDMs) to accurately assess market trends across regions, countries, industries, and organization sizes.
• Ensure that technology-specific questions were answered by respondents with relevant expertise, specifically those with moderate to high knowledge in the respective technology areas.

To fulfill the first objective, the publisher conducted interviews with 1,198 individuals who identified as IT and/or telecom decision-makers or influencers, all of whom had visibility into IT/telecom budgets and investment priorities.

To address the second objective, respondents were segmented into three groups based on their self-reported expertise in the following areas:

• Enterprise Telephony (n = 586)
• Video Collaboration (n = 544)
• Communications Integration and CPaaS (n = 570)

The insights presented in this study are drawn from either the full sample of ITDMs or the subset with moderate to high knowledge of enterprise telephony, depending on the context of the analysis.