획일성보다 유연성을 중시하는 기업 텔레포니의 미래

This study examines the evolution of enterprise telephony between 2026 and 2029, revealing a market that is increasingly defined by flexibility, hybrid architectures, mobility, and AI-enabled platform convergence rather than a uniform migration to cloud communications. Drawing on Frost & Sullivan’s 2026 global survey of IT and telecom decision-makers (ITDMs), the research explores enterprise adoption patterns for cloud PBX, provider-hosted telephony, PSTN services, mobile communications, desktop and wireless endpoints, contact center platforms, and AI-enhanced communications solutions. The findings challenge the long-held assumption that organizations are moving inexorably toward fully cloud-based telephony environments and instead point to the emergence of hybrid communications as a durable operating model.

The study is based on a global quantitative survey conducted between June and July 2026. Frost & Sullivan interviewed 1,198 IT and telecom decision-makers with visibility into communications and technology investment priorities across North America, Europe, Asia-Pacific, and Latin America. To ensure that technology-specific insights reflected informed perspectives, respondents were segmented based on self-reported expertise levels, including a dedicated enterprise telephony sample of 400 respondents with moderate to high knowledge of telephony and call control environments. Quotas were established by geography, industry, and organization size to ensure broad representation. The analysis combines current-state assessments, longitudinal comparisons with 2025 survey results, and forward-looking projections through 2029.

Several major themes emerge from the research. First, hybrid telephony has evolved from a transitional state into a strategic destination. Nearly half of organizations currently operate hybrid environments that combine premises-based and cloud platforms, and respondents expect these configurations to remain dominant through 2029. While cloud adoption continues to expand, most organizations are pursuing selective modernization rather than complete replacement of existing telephony assets. In parallel, investment in cloud PBX and hosted telephony remains strong, with more than half of surveyed organizations planning to increase spending over the next three years.

Second, concerns surrounding trust, resilience, and governance are reshaping deployment decisions. Security and reliability have emerged as the most important reasons for retaining on-premises telephony capabilities, increasing substantially from 2025 levels. The proportion of organizations expecting to shift toward more premises-centric environments rose from 16% in the previous survey to 26% in 2026, indicating a more risk-aware and balanced approach to communications architecture. Rather than embracing a cloud-first strategy, organizations are increasingly pursuing a best-fit architecture approach that aligns deployment choices with operational, regulatory, and security requirements.

A third major finding is the growing importance of mobility. Mobile calling is considered important, very important, or crucial by more than 90% of respondents, while the share of employees using mobile devices as their primary business communications endpoint is projected to rise from 43% in 2025 to 56% by 2029. However, the research also demonstrates that mobile-first does not mean mobile-only. Organizations continue to invest in desktop IP phones, DECT devices, and VoWLAN endpoints, underscoring the persistence of diverse communications environments.

Finally, customer experience and AI-driven platform convergence are becoming central drivers of communications investment. Strong demand for cloud contact center solutions, CPaaS, conversational intelligence, and integrated UC and contact center platforms reflects a shift toward unified employee and customer experience ecosystems. The vast majority of respondents indicate a preference for integrated communications environments that leverage common AI technologies across calling, messaging, meetings, and customer engagement workflows. Collectively, these findings suggest that the strongest growth opportunities will emerge not from cloud migration alone, but from enabling secure, flexible, AI-powered hybrid communications environments that unify enterprise and customer interactions.

Table of Contents

Research Objectives and Methodology

• Research Objectives and Methodology
• Total Sample Versus Enterprise Telephony Sample
• Respondent Demographics
• Unified Communications and Collaboration Budgets
• Respondent Demographics: Enterprise Telephony Sample
• Unified Communications and Collaboration Budgets - Enterprise Telephony Sample

Key Findings

• Key Findings

Enterprise Telephony Deployment Models Evolution

• Investments in Cloud PBX or a Provider-Hosted Phone System
• Investments in Cloud PBX or a Provider-Hosted Phone System by Region
• Investments in Cloud PBX or a Provider-Hosted Phone System by Organization Size
• Investments in PSTN Calling Services
• Investments in PSTN Calling Services by Region
• Investments in PSTN Calling Services by Organization Size
• Past, Current, and Future Enterprise Telephony/Business Call Control Environments
• Current Enterprise Telephony Environments by Region
• Future Enterprise Telephony Environments by Region
• Current Enterprise Telephony Environments by Company Size
• Future Enterprise Telephony Environments by Company Size
• Reasons for Keeping Telephony Capabilities on the Premises
• Expected Shifts in Deployment Models: 2025
• Expected Shifts in Deployment Models: 2026
• Hybrid Telephony Is Becoming a Strategic Destination Rather Than a Transitional State
• Enterprise Telephony Deployment Trends by Region
• Enterprise Telephony Deployment Trends by Organization Size
• Hybrid Communications Creates the Largest Market Opportunity

Mobility and Communications Endpoint Trends

• Importance of Mobile Calling
• Importance of Mobile Calling by Region
• Company-Provided Mobile Phones Adoption
• Company-Provided Mobile Phones Adoption by Region
• Business Mobile Voice and Data Services Adoption
• Business Mobile Voice and Data Services Adoption by Region
• Use of Personal or Company-provided Mobile/Cellular Phones as Primary Devices to Access Business Communications Services
• Desired Improvements in Mobile Calling Strategy
• Desired Mobile Strategy Improvements by Region
• Desktop IP Phone Investments
• Desktop Phone Investments by Region
• DECT Phone Investments
• DECT Phone Investments by Region
• VoWLAN Phone Investments
• VoWLAN Phone Investments by Region
• Mobility and UCC Device Investment Plans by Company Size
• The Future Is Mobile-First, But Not Mobile-Only
• The Battle for the Mobile Communications Experience: Security Drives the Next Wave of Investment
• Regional Highlights in Enterprise Mobility

AI Drives Demand for Integrated Communications Platforms

• Customer Experience Improvement is a Top Investment Priority
• Customer Experience Objectives Drive AI and CPaaS/APIs Adoption
• Investments in Cloud Contact Center
• Demand for AI-Powered Integrated UCC and Contact Center Platforms
• Top Benefits of Unified UCC and Contact Center/CX
• The Shift to AI-Powered Platforms Unifying EX and CX

Distinctive Characteristics of Cloud Telephony-Centric Organizations

• As Cloud Adoption Matures, Managing User Experience and Tool Sprawl Becomes the New Challenge
• Cloud Maturity Shifts the IT Burden from Managing Risk to Orchestrating Vendors, Talent, and Decisions
• Cloud Telephony-Centric Organizations are More Confident in Their Hybrid-Work Readiness
• Mobile Calling is a Strategic Priority for Cloud Telephony-Centric Organizations
• Integrated Contact Center is More Strategic for Cloud Telephony-Centric Organizations
• Cloud Telephony-Centric Organizations Are Investing More Aggressively in Communications and Collaboration Solutions
• The Cloud Telephony-Centric Organization Profile

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
• List of Exhibits
• Legal Disclaimer