기업용 전화 시장의 성장 기회(2024년)

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