UCaaS 北美市场成长机会

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个工作天内

价格

简介目录

人工智慧驱动的创新将决定云端通讯的未来

过去四年来，宏观经济和社会政治趋势对北美 UCaaS 市场产生了重大影响。与 COVID-19 大流行相关的停工引发了向远端和混合工作的大规模转变，扰乱了许多行业的供应链和商业模式，并凸显了数位转型的必要性。

由于疫情后復苏的时间所剩无几，许多经济体现在正受到俄罗斯-乌克兰战争的影响，进一步扰乱燃料和食品供应链，加剧通货膨胀，扰乱消费者和企业成长。这加剧了焦虑和广泛的担忧。经济放缓。儘管美国和加拿大受战争影响小于欧洲，但北美供应商也经历了更长的销售週期、较小的交易规模以及技术投资决策的整体谨慎。

儘管宏观经济和社会政治条件不利，而且与传闻中的供应方证据有些相反，Frost & Sullivan 于 2023 年 1 月收集的资料显示，北美的 IT/通讯决策者中超过一半的受访者预计其组织的通讯预算会增加，这表明通讯支出前景乐观。事实上，四分之一的受访者表示，由于政治和宏观经济事件，数位科技的整体投资正在加速。

北美UCaaS市场预计将保持稳定的成长轨迹。不断发展的工作模式是云端通讯采用的关键驱动因素之一。采用灵活工作模式并支援大量远端或混合员工的组织可以利用 UCaaS 和云端协作解决方案来实现员工之间以及员工与各种外部相关人员，从而实现高连接性。第一线员工、大中型企业未开发的使用案例，以及人工智慧驱动的服务、客服中心功能、垂直解决方案、下一代行动服务和配套服务（通话录音、存檔、随按即说、彙报、分析）可能会推动 UCaaS 的持续采用和收益成长。

在供应方面，新的供应商模式、价值提案、销售技巧和快速创新（主要由人工智慧驱动）将在解决不断扩大的使用案例方面发挥关键作用。随着整合UCaaS和CCaaS解决方案的不断推出，供应商不仅能够在邻近的CCaaS市场中实现收益成长，而且还能够增加他们对新角色的回应能力。

此分析既包括利用自家公司的专有平台提供服务的技术开发商，也包括基于第三方平台提供自有品牌UCaaS 的经销商。在评估提供者的市场地位以及创新和发展能力时，会考虑基于纯云、多租户和多实例平台的服务。对于本研究，Frost &Sullivan 将所有多执行个体和多租户託管IP电话视为云端 PBX 解决方案。支援基础架构可以託管在服务供应商或第三方资料中心或公共云端环境中（例如 Amazon Web Services、Google Cloud、Microsoft Azure、Oracle Cloud）。

此市场分析提供了有关 UCaaS 市场的成长动力、抑制因素因素、竞争因素和成长机会的宝贵考察。市场参与企业可以利用它来制定永续成长策略。

分析范围
范围和市场定义
主要发现
成长指标
配销通路
生长促进因子
北美未来的远距工作计划
UCC 解决方案投资的驱动因素
成长抑制因素
北美宏观形势对投资的影响
目前和未来的企业电话/商务电话控制环境
UCC实施进展顺利
投资用于远端桌面的 PBX/云端或行动 PBX
为您的远端桌面投资 PSTN 呼叫计划
为办公室办公桌工作人员投资 PBX/云端或行动 PBX
为办公室办公桌工作人员投资 PSTN 呼叫计划
为第一线员工部署企业电话
为第一线和现场工作人员投资 PBX/云或移动 PBX
投资于第一线和现场工作人员的 PSTN 呼叫计划
部署云端或移动 PBX 服务
为现有用户投资云端或行动 PBX 服务
行动性很重要，但这还不只是一个行动世界
行动商务通话应用程式（行动软体电话）的采用状况
现有用户对行动商务通话应用程式（行动软体电话）的投资状况
软体电话的重要性
本机行动拨号器与商务电话号码的重要性
预测假设
UCC 预算和投资计划的协调
收益和安装表/用户预测
净新表/使用者预测
用户和收益预测分析
国家安装表/使用者预测
各国市场分析
UCaaS 在目标市场的普及
安装表/按客户规模分類的使用者比例，2022 年
整体 UCaaS 市场的价格趋势与预测
价格趋势和预测分析
竞争环境
目前的云端或行动 PBX/UCaaS 解决方案/供应商
即将推出的云端或行动 PBX/UCaaS 解决方案供应商
完全整合的 UCaaS 解决方案的重要性
按服务供应商品牌/使用者占有率的安装表
平台厂商安装单占有率/用户数
竞争环境

成长机会宇宙

成长机会 1 - 综合客服中心
成长机会 2 - 行动优先 UCaaS
成长机会 3 - 海外扩张
成长机会4－产业策略和对第一线人员的关注
成长机会 5 - Microsoft Teams Calling 支援服务
成长机会 6 - AI 基金会

附录

包括其他提供者
包括其他平台

下一步

简介目录

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
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