2024 年至 2030 年北美 UCaaS 市场

UCaaS Market, North America, 2024-2030

出版日期: 2024年12月13日 | 出版商:

Frost & Sullivan | 英文 64 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

到 2030 年，人工智慧将重新定义 UCaaS 的价值提案

灵活的容量扩展、快速存取创新特性和能力、避免资本支出以及将日常解决方案管理外包给第三方专家的能力等诱人的优势可能会在预测期内推动向云端通讯服务的稳步转变。通讯升级正在成为整体数位转型计划的关键部分，并被视为企业在快速变化中保持敏捷的策略必要事项。对工作灵活性的需求日益增加以及混合工作模式的盛行要求企业用 UCaaS 取代传统解决方案，使用户能够随时随地在自己选择的设备和网路上工作。客户决定将协作放在首位，从而启用了新的提供者方法，其中视讯会议和团队合作解决方案作为附加元件，为云端 PBX 部署创建了拉动功能，而不是核心 PBX 销售。第一线员工尚未开发的潜力和更直接影响垂直工作流程的机会，再加上行动 UCaaS、穿戴式装置、物联网、CPaaS 和 API 的进步，正在扩大灵活的商业通讯解决方案的潜在市场。

人工智慧 (AI)主导的创新，包括使用专有和第三方大规模语言模型 (LLM) 和生成式预训练变压器(GPT)，将定义商业通讯的未来并决定未来几年提供者的成功。人工智慧功能和服务带来许多好处，包括改善知识管理、人类增强智慧、提高生产力和工作流程自动化。

领先的 UCaaS 供应商正在将专有和第三方 LLM 和 GPT 纳入其平台，以加速创新、提高客户价值并与竞争对手区分开来。人工智慧功能已经从转录、翻译、聊天机器人和通话/会议摘要发展到虚拟代理、副驾驶和强大的分析功能。随着市场日趋成熟，可利用的机会减少，定价压力增加，将人工智慧能力收益的能力对于供应商的成功至关重要。

儘管北美市场饱和度和定价压力不断增加，但 UCaaS 座位数量和相关收益预计将在 2023 年以两位数的速度增长，并在可预见的未来保持强劲的增长率。从中长期来看，由于大多数中型和大型企业针对特定地点、用户和营业地点采用云端通讯，同时为其余通讯环境保留基于场所的解决方案，因此成长率将大幅放缓。随着市场逐渐成熟，净新增用户数量可能会随着时间的推移而下降。

成长指标
驱动程式
UCC 解决方案投资驱动因素
投资场所、云端和移动 PBX
投资 PSTN 呼叫计划
引入云端或移动 PBX 服务
投资云端或行动 PBX 服务的现有用户
成长阻碍因素
北美宏观经济对投资的影响
目前和未来的企业电话/商务电话控制环境
预测考虑因素
收益和出货量预测
净新增座位容量预测
各国座位容量预测
各国市场
可达到的市场渗透率
销售量及收益预测分析
每位用户平均收入 (ARPU) 预测
价格趋势及预测分析
各销售品牌的已安装座位数份额
按平台供应商分類的已安装席位份额
简介份额分析
目前的云端或行动 PBX/UCaaS 解决方案/供应商
未来的云端或行动 PBX/UCaaS 解决方案供应商
完全整合的 UCaaS 解决方案的重要性

北美 UCaaS 市场的成长机会

成长机会一：整合客服中心
成长机会二：行动优先的 UCaaS
成长机会三：国际扩张
成长机会四：产业策略与关註第一线人员
成长机会 5：Microsoft Teams 呼叫支援服务
成长机会六：人工智慧平台

附录与后续步骤

成长机会的好处和影响
后续步骤Next steps
附件列表
免责声明

简介目录

Product Code: KB0B-64

AI-Powered Capabilities Will Redefine UCaaS Value Propositions by 2030

Compelling benefits, such as flexible capacity adjustments, rapid access to innovative features and capabilities, CAPEX avoidance, and ability to outsource routine solution management to an expert third party, will drive a steady shift to cloud communications services over the forecast period. Communications upgrades are increasingly a key part of holistic digital transformation projects and perceived as a strategic imperative across organizations looking to stay agile amidst rapid change. Increased demand for work flexibility and pervasive adoption of hybrid work models compel organizations to replace legacy solutions with UCaaS to enable work from anywhere, anytime, on any device and network of the users' choice. Collaboration-first customer decision making is enabling new provider approaches, whereby video meetings and team collaboration solutions create pull-through for cloud PBX adoption as an add-on, rather than PBX sales as the main sales motion. Untapped potential among frontline workers and opportunities to more tangibly impact vertical workflows, combined with advancements in mobile UCaaS, wearables, IoT, CPaaS and APIs, are expanding the addressable market for flexible business communications solutions.

Artificial intelligence (AI)-driven innovation, including leverage of proprietary and third-party large language models (LLMs) and generative pre-trained transformers (GPTs), will define the future of business communications and determine provider success in the years to come. AI-powered features and services provide numerous benefits-e.g., improve knowledge management, augment human intelligence, boost productivity, and automate workflows.

Leading UCaaS providers are incorporating proprietary and third-party LLMs and GPTs into their platforms to accelerate innovation, enhance customer value, and differentiate from competitors. AI-powered capabilities are evolving from transcriptions, translations, chatbots, and call/meeting summaries to virtual agents, copilots, and robust analytics. Ability to monetize AI-powered capabilities will be critical for provider success as advancing market maturity shrinks addressable opportunities and increases price pressures.

Despite increasing market saturation and intense price pressures in the North American market, both UCaaS seats and related revenues grew at double-digit growth rates in 2023 and are forecast to sustain strong growth rates in the near term. Growth rates in the mid and long terms will decline considerably as most midmarket and large organizations adopt cloud communications for certain locations, users, and business sites, and keep premises-based solutions in other parts of their telephony environments. Net new users will decline over time as the market matures.

Scope

Scope of Analysis
Scope and Market Definitions

Growth Environment:Transformation in the North American UCaaS Market

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