UCaaS 北美市場成長機會

Growth Opportunities in the North American UCaaS Market

出版日期: 2023年11月20日 | 出版商:

Frost & Sullivan | 英文 84 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

人工智慧驅動的創新將決定雲端通訊的未來

過去四年來，宏觀經濟和社會政治趨勢對北美 UCaaS 市場產生了重大影響。與 COVID-19 大流行相關的停工引發了向遠端和混合工作的大規模轉變，擾亂了許多行業的供應鏈和商業模式，並凸顯了數位轉型的必要性。

由於疫情後復甦的時間所剩無幾，許多經濟體現在正受到俄羅斯-烏克蘭戰爭的影響，進一步擾亂燃料和食品供應鏈，加劇通貨膨脹，擾亂消費者和企業成長。這加劇了焦慮和廣泛的擔憂。經濟放緩。儘管美國和加拿大受戰爭影響小於歐洲，但北美供應商也經歷了更長的銷售週期、較小的交易規模以及技術投資決策的整體謹慎。

儘管宏觀經濟和社會政治條件不利，而且與傳聞中的供應方證據有些相反，Frost & Sullivan 於 2023 年 1 月收集的資料顯示，北美的 IT/通訊決策者中超過一半的受訪者預計其組織的通訊預算會增加，這表明通訊支出前景樂觀。事實上，四分之一的受訪者表示，由於政治和宏觀經濟事件，數位科技的整體投資正在加速。

北美UCaaS市場預計將保持穩定的成長軌跡。不斷發展的工作模式是雲端通訊採用的關鍵促進因素之一。採用靈活工作模式並支援大量遠端或混合員工的組織可以利用 UCaaS 和雲端協作解決方案來實現員工之間以及員工與各種外部相關人員，從而實現高連接性。第一線員工、大中型企業未開發的使用案例，以及人工智慧驅動的服務、客服中心功能、垂直解決方案、下一代行動服務和配套服務（通話錄音、存檔、隨按即說、彙報、分析）可能會推動 UCaaS 的持續採用和收益成長。

在供應方面，新的供應商模式、價值提案、銷售技巧和快速創新（主要由人工智慧驅動）將在解決不斷擴大的使用案例方面發揮關鍵作用。隨著整合UCaaS和CCaaS解決方案的不斷推出，供應商不僅能夠在鄰近的CCaaS市場中實現收益成長，而且還能夠增加他們對新角色的回應能力。

此分析既包括利用自家公司的專有平台提供服務的技術開發商，也包括基於第三方平台提供自有品牌UCaaS 的經銷商。在評估提供者的市場地位以及創新和發展能力時，會考慮基於純雲、多租戶和多實例平台的服務。對於本研究，Frost &Sullivan 將所有多執行個體和多租戶託管IP電話視為雲端 PBX 解決方案。支援基礎架構可以託管在服務供應商或第三方資料中心或公共雲端環境中（例如 Amazon Web Services、Google Cloud、Microsoft Azure、Oracle Cloud）。

此市場分析提供了有關 UCaaS 市場的成長動力、抑制因素因素、競爭因素和成長機會的寶貴考察。市場參與企業可以利用它來制定永續成長策略。

分析範圍
範圍和市場定義
主要發現
成長指標
配銷通路
生長促進因子
北美未來的遠距工作計劃
UCC 解決方案投資的促進因素
成長抑制因素
北美宏觀形勢對投資的影響
目前和未來的企業電話/商務電話控制環境
UCC實施進展順利
投資用於遠端桌面的 PBX/雲端或行動 PBX
為您的遠端桌面投資 PSTN 呼叫計劃
為辦公室辦公桌工作人員投資 PBX/雲端或行動 PBX
為辦公室辦公桌工作人員投資 PSTN 呼叫計劃
為第一線員工部署企業電話
為第一線和現場工作人員投資 PBX/雲或移動 PBX
投資於第一線和現場工作人員的 PSTN 呼叫計劃
部署雲端或移動 PBX 服務
為現有用戶投資雲端或行動 PBX 服務
行動性很重要，但這還不只是一個行動世界
行動商務通話應用程式（行動軟體電話）的採用狀況
現有用戶對行動商務通話應用程式（行動軟體電話）的投資狀況
軟體電話的重要性
本機行動撥號器與商務電話號碼的重要性
預測假設
UCC 預算和投資計劃的協調
收益和安裝表/用戶預測
淨新表/使用者預測
用戶和收益預測分析
國家安裝表/使用者預測
各國市場分析
UCaaS 在目標市場的普及
安裝表/按客戶規模分類的使用者比例，2022 年
整體 UCaaS 市場的價格趨勢與預測
價格趨勢和預測分析
競爭環境
目前的雲端或行動 PBX/UCaaS 解決方案/供應商
即將推出的雲端或行動 PBX/UCaaS 解決方案供應商
完全整合的 UCaaS 解決方案的重要性
按服務供應商品牌/使用者佔有率的安裝表
平台廠商安裝單佔有率/用戶數
競爭環境

成長機會宇宙

成長機會 1 - 綜合客服中心
成長機會 2 - 行動優先 UCaaS
成長機會 3 - 海外擴張
成長機會4－產業策略和對第一線人員的關注
成長機會 5 - Microsoft Teams Calling 支援服務
成長機會 6 - AI 基金會

附錄

包括其他提供者
包括其他平台

下一步

簡介目錄

Product Code: K8B1-64

AI-Powered Innovation Will Determine the Future of Cloud Communications

Macro-economic and socio-political trends have had a considerable impact on the North American UCaaS market in the past four years. The COVID-19 pandemic-related lockdowns triggered a massive shift to remote and hybrid work, disrupted supply chains and business models in many industries, and highlighted the need for digital transformation.

Without much time for post-pandemic recovery, many economies have now been affected by the Russo-Ukrainian war, which has further disrupted fuel and food supply chains and has contributed to rising inflation, increased consumer and business anxiety, and a pervasive economic slowdown. While the US and Canada have been less impacted by the war than their European counterparts, North American providers have also experienced lengthier sales cycles, reduced deal sizes, and an overall increased caution in technology investment decision making.

Despite adverse macro-economic and socio-political conditions, and somewhat contrary to supply-side anecdotal evidence, Frost & Sullivan data collected in January 2023 indicated a positive outlook on communications spending with slightly more than one-half of North American IT/telecom decision makers expecting their organizations' communications budgets to increase. In fact, one-quarter of survey respondents reported that political and macro-economic events are accelerating their overall digital technology investments.

The North American UCaaS market is expected to remain on a steady growth trajectory. Evolved work models are among the leading drivers for cloud communications adoption. Organizations embracing flexible work styles and supporting a large number of remote and hybrid workers are leveraging UCaaS and cloud collaboration solutions to enable flexible and cost-effective connections among employees and between employees and various external parties. Untapped use cases among frontline workers and mid-market and large organizations, as well as upsell opportunities driven by AI-powered services, contact center features, vertical solutions, next-generation mobile services, and fee-based complementary services (e.g., call recording, archiving, push to talk, reporting, and analytics) are going to drive continued UCaaS adoption and incremental revenues.

From the supply side, new provider models, value propositions, and sales motions, as well as rapid, primarily AI-driven innovation, will play a key role in addressing an expanded array of use cases. The continued launches of integrated UCaaS and CCaaS solutions will enable providers to not only generate incremental revenues in the adjacent CCaaS market, but also address additional personas within the organization with differentiated capabilities provided at premium, yet compelling prices levels.

Both technology developers leveraging their own proprietary platforms to deliver services and resellers providing their own branded UCaaS offers based on third-party platforms are included in this analysis. Services based on pure-cloud, multi-tenant, and multi- instance platforms are considered when evaluating providers' market position and innovation and growth capabilities. For the purposes of this study, Frost & Sullivan considers all multi-instance and multi-tenant hosted IP telephony offerings to be cloud PBX solutions. The supporting infrastructure can be hosted in a service provider or third-party data center or in a public cloud environment (e.g., Amazon Web Services, Google Cloud, Microsoft Azure, or Oracle Cloud).

This market analysis provides valuable insights on UCaaS market growth drivers and restraints, competitive factors and growth opportunities. It can be leveraged by market participants to develop sustainable growth strategies.

Strategic Imperatives

Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the North American UCaaS Industry
Growth Opportunities Fuel the Growth Pipeline Engine™