2024 年企业语音通信市场的成长机会

业务呼叫控制的未来是在本地、云端、混合还是移动？

进行此调查是为了深入了解以下最终使用者组织优先事项： :

• 目前的通讯和协作技术采用率以及未来的采用计划
• 对专用交换机(PBX) 和云端/行动 PBX 功能的需求
• 企业语音通信/业务呼叫控制环境的演变
• 公共交换电话网路 (PSTN) 连线和呼叫计画的需求
• 行动语音和资讯服务需求
• 基于应用程式的本机行动呼叫解决方案的重要性

主要发现之一是，在可预见的未来，大多数组织都将存在混合（混合本地和云端）语音通信环境。此类环境固有的复杂性为技术开发人员及其生态系统合作伙伴创造了机会，为其客户提供广泛的迁移、整合、客製化和託管服务。

该分析涵盖 IT 挑战、不断变化的工作模式和工作空间、通讯和协作预算、通讯平台即服务(CPaaS)、第一线解决方案、会议室、跨行业趋势以及Microsoft Teams 电话采用情况。以其他服务供应商研究。

目录

研究目的和调查方法

• 研究目的和调查方法
• 受访者属性

主要调查结果摘要

• 主要发现

企业语音通信/业务呼叫控制环境的演变

• 企业语音通信/业务呼叫控制环境的现况与未来
• 未来的企业语音通信环境：按地区
• 未来的企业语音通信环境：依公司规模划分
• 混合语音通信环境成为主流
• 混合语音通信带来挑战和机会

UCC解决方案实施现况及未来计划

• UCC软体及服务介绍
• 目前实施的 UCC 软体和服务的投资
• 通讯设备介绍现状
• 对目前已安装通讯设备的公司进行投资
• UCC 实施延至 2023 年，但仍维持稳定轨道
• UCC技术是数位转型的重要支柱

对 PBX 功能和 PSTN 连接的需求

• 驻地PBX、云端PBX、行动PBX投资
• 驻地 PBX、云端 PBX、行动 PBX 投资（按地区）
• 驻地 PBX、云端 PBX、行动 PBX 投资（依公司规模）
• 投资 PSTN 通话计划
• 投资 PSTN 通话计画：按地区
• 投资 PSTN 通话计画：依业务规模划分
• 为第一线员工部署企业语音通信
• 第一线员工的企业语音通信部署：按地区
• 第一线员工的企业语音通信部署：依企业规模
• 目前部署的公司中第一线员工的企业语音通信投资的预期变化
• 目前部署的公司中第一线员工的企业语音通信投资的预期变化（按地区）
• 目前部署的公司中第一线员工的企业语音通信投资的预期变化（按业务规模划分）
• 对 PBX 功能和 PSTN 呼叫的需求仍然很高

转向云端基础的企业语音通信

• 云端或行动PBX服务引进现状
• 云端或行动 PBX 服务采用状况：依地区
• 云端或行动PBX服务的导入状况：依业务规模
• 为现有用户投资云端或行动 PBX 服务
• 按地区分類的现有用户云端或行动 PBX 服务投资
• 现有用户对云端或行动 PBX 服务的投资：依业务规模
• 目前的云端或行动 PBX/UCaaS 解决方案/供应商
• 目前云端或行动 PBX/UCaaS 解决方案/提供者（按地区）
• 目前云端或行动 PBX/UCaaS 解决方案/供应商（按业务规模划分）
• 即将推出的云端或行动 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（按地区）
• 即将推出的云端或行动 PBX/UCaaS解决方案供应商：依业务规模
• 完全整合的 UCaaS 解决方案的重要性
• 完全整合的 UCaaS 解决方案的重要性：按地区划分
• 完全整合的 UCaaS 解决方案的重要性：按公司规模划分
• 企业语音通信的未来在云端

行动通讯趋势

• 行动商务通话应用程式（行动软体电话）的采用状况
• 行动商务通话应用程式（行动软体电话）采用状况：按地区
• 目前推出的行动商务通话应用程式（行动软体电话）的投资状况
• 目前部署的行动商务通话应用程式（行动软体电话）的投资状况：按地区
• 公司配发行动电话介绍现状
• 公司发行行动电话的介绍状况：依地区
• 现有用户投资于公司发行的行动电话的金额
• 现有用户对公司配发行动电话的投资：按地区
• 商业行动语音和资讯服务部署状态
• 按地区分類的商业行动语音和资讯服务采用状况
• 现有用户采用商业行动语音和资讯服务
• 按地区分類的现有用户对商业行动语音和资讯服务的采用情况
• 软体电话的重要性
• 网路电话的重要性：依地区划分
• 网路电话的重要性：依企业规模划分
• 网路电话的重要性：按年龄分類的 ITDM
• 本地移动呼叫在您自己的云端 PBX 中的重要性
• 本地行动电话在您自己的云端 PBX 中的重要性：按地区
• 本地行动呼叫在您自己的云端 PBX 中的重要性：按业务规模划分
• 本地行动呼叫在您自己的云端 PBX 中的重要性：按 ITDM 时代划分
• 使用个人或公司发行的行动电话作为存取商业通讯服务的主要设备
• 使用个人或公司配发的行动电话进行商务通讯服务的使用趋势
• 企业行动通讯需求增加
• 不同的行动呼叫方式共存

附录

下一步

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.

Table of Contents

Research Objectives and Methodology

• 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 Connectivity

• 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 by Region
• Importance of Native Mobile Calling on the Company's Cloud PBX by Business Size
• Importance of Native Mobile Calling on the Company's Cloud PBX by Age of ITDM
• 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™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• Take the Next Step
• List of Exhibits
• Legal Disclaimer