Frost Radar™: Unified Communications as a Service in Asia-Pacific, 2024

Frost Radar™: Unified Communications as a Service in Asia-Pacific, 2024

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

Demand for unified communications as a service (UCaaS) continues to rise globally with the proliferation of cloud communications among mainstream enterprises. Asia-Pacific is primed for robust cloud communications growth as more businesses transition toward cloud solutions to boost their digital agility, reduce costs, and improve efficiency. UCaaS systems are increasingly indispensable for modern remote and hybrid workforces. By enabling users to communicate, collaborate, and share resources efficiently, UCaaS creates a scalable communications infrastructure that combines multiple contact channels into a single unified platform. Full-stack UCaaS, comprising calling, meeting, and messaging features, is now a standard requirement for organizations evaluating cloud communications solutions.

Frost & Sullivan’s annual IT/Telecom Decision Makers Survey in January 2024 revealed that 48% of APAC organizations prefer a full UCaaS stack from one provider, while 31% of respondents are considering a similar solution. The cornerstone of future business communication solutions is integrated platforms delivering UCaaS, contact center as a service (CCaaS), and communications platform as a service (CPaaS). Integrated microservices-based platforms with flexible APIs, advanced analytics, and AI features will be necessary to holistically cater to customers’ evolving needs and customize features for different user personas. Platform vendors must understand and cater to variations across different APAC countries in terms of regulatory frameworks, connectivity requirements, degree of localization, and market dynamics. Service providers need to persistently tweak their approaches amid evolving portfolio and solution capabilities, go-to-market (GTM) strategies, and value propositions to stay competitive.

In a field of more than 100 global UCaaS providers, Frost Radar analyzed the top 14 in APAC, which have demonstrated high growth potential, industry best practices, and visionary innovation initiatives in the past year.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.