2024 年企業語音通訊市場的成長機會

業務呼叫控制的未來是在本地、雲端、混合還是移動？

進行此調查是為了深入了解以下最終使用者組織優先事項： :

• 目前的通訊和協作技術採用率以及未來的採用計劃
• 對專用交換機(PBX) 和雲端/行動 PBX 功能的需求
• 企業語音通訊/業務呼叫控制環境的演變
• 公共交換電話網路 (PSTN) 連線和呼叫計畫的需求
• 行動語音和資訊服務需求
• 基於應用程式的本機行動呼叫解決方案的重要性

主要發現之一是，在可預見的未來，大多數組織都將存在混合（混合本地和雲端）語音通訊環境。此類環境固有的複雜性為技術開發人員及其生態系統合作夥伴創造了機會，為其客戶提供廣泛的遷移、整合、客製化和託管服務。

該分析涵蓋 IT 挑戰、不斷變化的工作模式和工作空間、通訊和協作預算、通訊平台即服務(CPaaS)、第一線解決方案、會議室、跨行業趨勢以及Microsoft Teams 電話採用情況。以其他服務供應商研究。

目錄

研究目的和調查方法

• 研究目的和調查方法
• 受訪者屬性

主要調查結果摘要

• 主要發現

企業語音通訊/業務呼叫控制環境的演變

• 企業語音通訊/業務呼叫控制環境的現況與未來
• 未來的企業語音通訊環境：按地區
• 未來的企業語音通訊環境：依公司規模分類
• 混合語音通訊環境成為主流
• 混合語音通訊帶來挑戰和機遇

UCC解決方案實施現況及未來計劃

• UCC軟體及服務介紹
• 目前實施的 UCC 軟體和服務的投資
• 通訊設備介紹現狀
• 對目前已安裝通訊設備的公司進行投資
• UCC 實施延至 2023 年，但仍維持穩定軌道
• UCC技術是數位轉型的重要支柱

對 PBX 功能和 PSTN 連接的需求

• 駐地PBX、雲端PBX、行動PBX投資
• 駐地 PBX、雲端 PBX、行動 PBX 投資（按地區）
• 駐地 PBX、雲端 PBX、行動 PBX 投資（依公司規模）
• 投資 PSTN 通話計劃
• 投資 PSTN 通話計畫：按地區
• 投資 PSTN 通話計畫：依業務規模分類
• 為第一線員工部署企業語音通訊
• 第一線員工的企業語音通訊部署：按地區
• 第一線員工的企業語音通訊部署：依企業規模
• 目前部署的公司中第一線員工的企業語音通訊投資的預期變化
• 目前部署的公司中第一線員工的企業語音通訊投資的預期變化（按地區）
• 目前部署的公司中第一線員工的企業語音通訊投資的預期變化（按業務規模分類）
• 對 PBX 功能和 PSTN 呼叫的需求仍然很高

轉向雲端基礎的企業語音通訊

• 雲端或行動PBX服務引進現狀
• 雲端或行動 PBX 服務採用狀況：依地區
• 雲端或行動PBX服務的導入狀況：依業務規模
• 為現有用戶投資雲端或行動 PBX 服務
• 按地區分類的現有用戶雲端或行動 PBX 服務投資
• 現有用戶對雲端或行動 PBX 服務的投資：依業務規模
• 目前的雲端或行動 PBX/UCaaS 解決方案/供應商
• 目前雲端或行動 PBX/UCaaS 解決方案/提供者（按地區）
• 目前雲端或行動 PBX/UCaaS 解決方案/供應商（按業務規模分類）
• 即將推出的雲端或行動 PBX/UCaaS解決方案供應商
• 即將推出的雲端或行動 PBX/UCaaS解決方案供應商（按地區）
• 即將推出的雲端或行動 PBX/UCaaS解決方案供應商：依業務規模
• 完全整合的 UCaaS 解決方案的重要性
• 完全整合的 UCaaS 解決方案的重要性：按地區分類
• 完全整合的 UCaaS 解決方案的重要性：按公司規模分類
• 企業語音通訊的未來在雲端

行動通訊趨勢

• 行動商務通話應用程式（行動軟體電話）的採用狀況
• 行動商務通話應用程式（行動軟體電話）採用狀況：按地區
• 目前推出的行動商務通話應用程式（行動軟體電話）的投資狀況
• 目前部署的行動商務通話應用程式（行動軟體電話）的投資狀況：按地區
• 公司配發行動電話介紹現狀
• 公司發行行動電話的介紹狀況：依地區
• 現有用戶投資於公司發行的行動電話的金額
• 現有用戶對公司配發行動電話的投資：按地區
• 商業行動語音和資訊服務部署狀態
• 按地區分類的商業行動語音和資訊服務採用狀況
• 現有用戶採用商業行動語音和資訊服務
• 按地區分類的現有用戶對商業行動語音和資訊服務的採用情況
• 軟體電話的重要性
• 網路電話的重要性：依地區分類
• 網路電話的重要性：依企業規模分類
• 網路電話的重要性：按年齡分類的 ITDM
• 本地移動呼叫在您自己的雲端 PBX 中的重要性
• 本地行動電話在您自己的雲端 PBX 中的重要性：按地區
• 本地行動呼叫在您自己的雲端 PBX 中的重要性：按業務規模分類
• 本地行動呼叫在您自己的雲端 PBX 中的重要性：按 ITDM 時代分類
• 使用個人或公司發行的行動電話作為存取商業通訊服務的主要設備
• 使用個人或公司配發的行動電話進行商務通訊服務的使用趨勢
• 企業行動通訊需求增加
• 不同的行動呼叫方式共存

附錄

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