Growth Opportunities in the Enterprise Telephony Market, 2024
Is the Future of Business Call Control On-Premises, Cloud, Hybrid or Mobile?
Frost & Sullivan’s 2024 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities:
• Current communications and collaboration technology adoption rates and future adoption plans
• Demand for private branch exchange (PBX) and cloud/mobile PBX functionality
• Evolution of enterprise telephony/business call control environments
• Demand for public switched telephone network (PSTN) connectivity and calling plans
• Demand for mobile voice and data services
• Importance of app-based and native mobile calling solutions
One of the key study findings is that hybrid—a mix of premises-based and cloud—telephony environments will be present in most organizations in the foreseeable future. The complexity characteristic of such environments creates opportunities for technology developers and their ecosystem partners to provide a broad spectrum of migration, integration, customization, and managed services to customers.
This analysis will be complemented by additional ITDM survey-based reports, which are planned to be published later this year, detailing IT challenges, work style and workspace evolution, communications and collaboration budgets, trends in communications platform as a service (CPaaS), frontliner solutions, meeting rooms, and various verticals, and opportunities for service providers to provide value in Microsoft Teams Phone deployments.
- Research Objectives and Methodology
- Respondent Demographics
- Summary of Key Findings
- Key Findings
- Evolution of Enterprise Telephony/Business Call Control Environments
- Current and Future Enterprise Telephony/Business Call Control Environments
- Future Enterprise Telephony Environments by Region
- Future Enterprise Telephony Environments by Company Size
- Hybrid Telephony Environments Are the Norm
- Hybrid Telephony Presents Challenges as Well as Opportunities
- UCC Solutions Adoption Status and Future Plans
- UCC Software and Services Adoption
- UCC Software and Services Investment Among Current Adopters
- Communications Device Adoption
- Communications Device Investments Among Current Adopters
- UCC Adoption Was Delayed in 2023, but Remains on a Steady Trajectory
- UCC Technologies Are a Key Pillar of Digital Transformation
- Demand for PBX Functionality and PSTN
- Premises-based PBX, Cloud PBX and Mobile PBX Investments
- Premises-based PBX, Cloud PBX or Mobile PBX Investments by Region
- Premises-based PBX, Cloud PBX or Mobile PBX Investments by Business Size
- PSTN Calling Plan Investments
- PSTN Calling Plan Investments by Region
- PSTN Calling Plan Investments by Business Size
- Enterprise Telephony Adoption for Frontline Workers
- Enterprise Telephony Adoption for Frontline Workers by Region
- Enterprise Telephony Adoption for Frontline Workers by Business Size
- Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters
- Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters by Region
- Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters by Business Size
- PBX Functionality and PSTN Calling Remain in High Demand
- The Shift to Cloud-based Enterprise Telephony
- Cloud or Mobile PBX Services Adoption
- Cloud or Mobile PBX Services Adoption by Region
- Cloud or Mobile PBX Services Adoption by Business Size
- Cloud or Mobile PBX Services Investments Among Current Users
- Cloud or Mobile PBX Services Investments Among Current Users by Region
- Cloud or Mobile PBX Services Investments Among Current Users by Business Size
- Current Cloud or Mobile PBX/UCaaS Solutions/Providers
- Current Cloud or Mobile PBX/UCaaS Solutions/Providers by Region
- Current Cloud or Mobile PBX/UCaaS Solutions/Providers by Business Size
- Future Cloud or Mobile PBX/UCaaS Solution Providers
- Future Cloud or Mobile PBX/UCaaS Solution Providers by Region
- Future Cloud or Mobile PBX/UCaaS Solution Providers by Business Size
- Importance of a Fully Integrated UCaaS Solution
- Importance of a Fully Integrated UCaaS Solution by Region
- Importance of a Fully Integrated UCaaS Solution by Business Size
- The Future of Enterprise Telephony is in the Cloud
- Mobile Communications Trends
- Mobile Business Calling App (Mobile Soft Phone) Adoption
- Mobile Business Calling App (Mobile Soft Phone) Adoption by Region
- Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users
- Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users by Region
- Company-Provided Mobile Phones Adoption
- Company-Provided Mobile Phones Adoption by Region
- Company-Provided Mobile Phones Investments Among Current Users
- Company-Provided Mobile Phones Investments Among Current Users by Region
- Business Mobile Voice and Data Services Adoption
- Business Mobile Voice and Data Services Adoption by Region
- Business Mobile Voice and Data Services Investments Among Current Users
- Business Mobile Voice and Data Services Investments Among Current Users by Region
- Importance of Soft Phones
- Importance of Soft Phones by Region
- Importance of Soft Phones by Business Size
- Importance of Soft Phones by Age of ITDM
- Importance of Native Mobile Calling on the Company's Cloud PBX
- Importance of Native Mobile Calling on the Company's Cloud PBX
- Importance of Native Mobile Calling on the Company's Cloud PBX
- Importance of Native Mobile Calling on the Company's Cloud PBX
- Use of Personal or Company-provided Mobile/Cellular Phones as Primary Devices to Access Business Communications Services
- Trends in Using Business Communications Services via Personal or Company-Provided Mobile/Cellular Devices
- Demand for Business Mobile Communications is Rising
- Different Mobile Calling Approaches Will Co-exist
- Appendix
- Growth Opportunities Fuel the Growth Pipeline Engine ne
- Why is it Increasingly Difficult to Grow?
- The Strategic Imperative 88
- Next Steps
- Benefits and Impacts of Growth Opportunities
- Next Steps
- Take the Next Step
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