2026 年云端通讯与协作服务软体十大策略要务

Top 10 Strategic Imperatives in Cloud Communications and Collaboration Services and Software, 2026

出版日期: 2026年02月26日 | 出版商:

Frost & Sullivan | 英文 19 Pages | 商品交期: 最快1-2个工作天内

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简介目录

透过基于代理的人工智慧、生态系统整合和平台差异化获得竞争优势。

本研究检验了影响云端通讯与协作服务及软体市场的策略挑战。服务供应商面临核心业务成长放缓、竞争加剧以及由人工智慧 (AI)、平台整合和生态系统融合驱动的根本性变革。随着整合通讯和客服中心市场的日趋成熟，用户成长和功能差异化等传统成长驱动因素已不足以满足需求。如今，服务提供者面临着客户价值链整合、预算监管加强以及对日益复杂的数位化工作场所环境中的成果、可靠性和整合性不断提高的期望等挑战。

这项研究确定了10项关键策略挑战，这些挑战将决定哪些服务提供者能够保持竞争力、保障利润率并在2026年以后实现新的成长。这些挑战的核心在于人工智慧（尤其是基于代理的人工智慧）迅速渗透到整个通讯工作流程中。虽然人工智慧正迅速成为必需品，但研究表明，如果不能以可控且以结果为导向的方式运行，它就有可能沦为商品，而非成为竞争优势。能够将人工智慧转化为工作流程编配、自动化和可衡量的业务成果的服务供应商，将更有利于保持竞争力和定价权。而那些仅将人工智慧视为附加功能的服务供应商，则面临着被更注重行动的竞争对手取代的风险。

安全性、可靠性和合规性也正成为关键因素。随着人工智慧扩大风险面，监管要求日益严格，买家在评估电信业者时，不仅关注其能力广度，也越来越重视其治理的成熟度、透明度和管治。本次调查凸显了客户将更多安全、合规和生命週期管治责任转移给营运商的趋势，并将可靠性从差异化因素提升为平台的基本要求。

另一个核心主题是客户预算削减。随着云端PBX和云端会议成长放缓，研究表明，为了保障和提升收入，服务提供者需要将业务范围从核心的统一通讯即服务（UCaaS）扩展到更广泛的数位化工作场所产品组合。这包括透过高价值的附件服务来实现平台驱动型需求（例如Microsoft Teams通话）的主导，同时加强对连线、装置、託管服务以及整个生命週期执行的控制。建构整合式模组化产品组合的服务供应商将提升交易量、转换成本和长期客户管理能力，而业务范围狭窄的服务供应商将面临市场份额被稀释和中间环节功能被淘汰的风险。

这项调查也凸显了可程式设计、垂直整合和生态系统规模日益增长的重要性。企业越来越需要客製化、以工作流程为中心的通讯解决方案，并将其与业务应用、产业系统和网路智慧整合。投资 API、市场和合作伙伴生态系统的供应商可以超越通用的统一通讯即服务 (UCaaS)，并在不完全依赖内部创新的情况下加快价值实现速度。

营运准备被认为是人工智慧主导地位和可扩展成长的关键前提。本研究发现，报价、配置、客户汇入、计费和支援等环节的效率低下会损害利润率和客户体验，而人工智慧会放大流程中的好坏两种影响。能够简化营运、规范生命週期交付并与以客户为中心的关键绩效指标 (KPI) 保持一致的供应商，更有可能实现盈利成长。

本研究提出的十大策略挑战，共同构成了应对日益严峻的市场挑战的路线图。在这个市场中，成功越来越依赖卓越的执行力、生态系统整合以及在整个客户生命週期中展现、衡量和实现价值的能力，而非单纯的功能优势。

十大策略要务
策略要务1：促进人工智慧和基于代理的人工智慧的实用化，以避免失去竞争优势的风险。
策略要务2：确保人工智慧解决方案的安全性，以防止信任丧失和监管风险。
策略要务3：透过生态系统主导的产品组合扩张来防止顾客削减支出。
策略要务4：透过可程式设计实现差异化，避免商品化。
策略要务5：透过规模化和通路优先实施来缓解成长停滞。
策略要务6：在追求人工智慧优势之前，优先考虑作战准备。
策略要务7：缩小行动体验差距，防止高移动性细分市场占有率下滑。
策略要务8：成为全面的转型伙伴，否则将面临失去中间人角色的风险。
策略要务9：防止成本压力下客户体验劣化，保护客户维繫与成长。
策略要务10：透过预算审查来展示、衡量和实现价值，并推动采用。

下一步

策略要务的益处和影响
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简介目录

Product Code: KC86-64

Winning Relevance through Agentic AI, Ecosystem Integration, and Platform Differentiation

This study examines the strategic imperatives reshaping the cloud communications and collaboration services and software market as providers confront slowing core growth, intensifying competition, and profound shifts driven by artificial intelligence, platform consolidation, and ecosystem convergence. As unified communications and contact center markets mature, traditional sources of expansion-seat growth and incremental feature differentiation-are proving insufficient. Providers now face customer value chain compression, heightened budget scrutiny, and rising expectations for outcomes, reliability, and integration across increasingly complex digital workplace environments.

The research identifies ten non negotiable strategic imperatives that will determine which providers sustain relevance, protect margins, and unlock new growth through 2026 and beyond. At the center of these imperatives is the accelerating infusion of AI-particularly agentic AI-across communications workflows. While AI is rapidly becoming table stakes, the study finds that failure to operationalize it in a governed, outcome driven manner risks commoditization rather than advantage. Providers that translate AI into workflow orchestration, automation, and measurable business outcomes are better positioned to defend relevance and pricing power, while those that treat AI as an overlay face displacement by more execution oriented competitors.

Security, trust, and compliance emerge as equally decisive factors. As AI expands the risk surface and regulatory expectations intensify, buyers increasingly evaluate communications providers on governance maturity, transparency, and resilience-not just feature breadth. The study highlights a shift in which customers transfer greater responsibility for security, compliance, and lifecycle governance to providers, elevating trust from a differentiator to a foundational platform requirement.

Another central theme is customer wallet compression. With cloud PBX and cloud meetings growth slowing, the study finds that providers must expand beyond core UCaaS into broader digital workplace portfolios to defend and grow revenue. This includes monetizing platform led demand-such as Microsoft Teams calling-through high value attach services, while also extending control across connectivity, devices, managed services, and lifecycle execution. Providers that assemble integrated, modular portfolios increase deal size, switching costs, and long term account control, whereas narrow play suppliers face dilution and disintermediation.

The research also underscores the growing importance of programmability, verticalization, and ecosystem scale. Enterprises increasingly demand customized, workflow centric communications that integrate with business applications, industry systems, and network intelligence. Providers that invest in APIs, marketplaces, and partner ecosystems can differentiate beyond generic UCaaS and accelerate time to value without relying solely on internal innovation.

Operational readiness is identified as a prerequisite for AI advantage and scalable growth. The study finds that inefficiencies across quoting, provisioning, onboarding, billing, and support undermine margins and customer experience, and that AI magnifies poor processes as easily as good ones. Providers that streamline operations, standardize lifecycle delivery, and align around customer centric KPIs are better positioned to scale profitably.

Collectively, the ten strategic imperatives outlined in this study provide a roadmap for navigating an increasingly unforgiving market-one in which success depends less on feature leadership and more on execution excellence, ecosystem leverage, and the ability to prove, measure, and monetize value over the full customer lifecycle.

Top Strategic Imperatives for 2026

Top 10 Strategic Imperatives
Strategic Imperative 1: Operationalize AI and Agentic AI or Risk Losing Competitive Relevance
Strategic Imperative 2: Secure AI-Powered Solutions to Prevent Trust Erosion and Regulatory Exposure
Strategic Imperative 3: Prevent Customer Wallet Compression through Ecosystem-Led Portfolio Expansion
Strategic Imperative 4: Avoid Commoditization by Enabling Differentiation through Programmability
Strategic Imperative 5: Mitigate Growth Stagnation through Scaled Expansion and Channel-First Execution
Strategic Imperative 6: Prioritize Operational Readiness Before Pursuing an AI Advantage
Strategic Imperative 7: Close Mobile Experience Gaps to Prevent Share Erosion in High-Mobility Segments
Strategic Imperative 8: Become a Holistic Transformation Partner or Risk Disintermediation
Strategic Imperative 9: Prevent Customer Experience Erosion Amid Cost Pressures to Protect Retention and Growth
Strategic Imperative 10: Prove, Measure, and Monetize Value to Overcome Budget Scrutiny and Drive Adoption