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市場調查報告書
商品編碼
1586738

Microsoft Teams Phone生態系統中的成長機會

Growth Opportunities in the Microsoft Teams Phone Ecosystem
出版日期: | 出版商: Frost & Sullivan | 英文 58 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

在不斷發展的商業通訊價值鏈中服務供應商的最佳實踐

當今的商業通訊市場的特點是轉向更具協作性的使用者體驗。視訊會議、群組聊天、內容共用和白板等協作工具廣泛用於替代組織、行業和專業中的純音訊通話。幾十年來，協作工具的採用一直在增加，但在新冠肺炎（COVID-19）大流行以及混合工作模式的普及期間，協作工具的採用率得到了顯著提升。由於視訊和通訊在綜合UCaaS 套件中的重要性日益增加，提供呼叫控制功能的雲端專用分支交換器（PBX）在買家決策中的優先順序逐漸降低，而在解決方案捆綁中變得越來越重要。各提供者之間 PBX 功能集的相對平等也有助於現代商業通訊解決方案中語音通訊的商品化。

這一趨勢為Google、Microsoft和 Zoom 等公司帶來了視訊會議和群組聊天之外的新成長機會，以及使自己與「舊世代」以語音為中心的託管網際網路通訊協定（IP）電話提供商區分開整合通訊的創造性方法。通訊升級中以協作為中心的決策有利於那些以創新的會議和通訊功能為主導，並以廉價且方便的方式提供雲端 PBX 功能（即捆綁的、本機整合的附加元件）的供應商。

在協作供應商中，Microsoft受惠於其協作平台Teams的廣泛採用，並帶動了其雲端PBX解決方案Teams Phone的銷售量。憑藉其在電腦作業系統、生產力軟體、商業電子郵件、目錄服務和其他技術領域的專業知識和市場參與企業地位，Microsoft正逐漸成為雲端通訊領域的領先參與者。具體來說，Microsoft Teams 是目前最受歡迎且廣泛採用的雲端協作解決方案之一，適用於各種規模、產業和地理的企業。

Microsoft Teams 推動 Teams Phone 的廣泛採用，這顛覆雲端 PBX/UCaaS 市場，並為通訊服務供應商（CSP）創造機會和威脅。由於許多競爭解決方案的成長放緩，Teams Phone 的快速採用迫使 CSP 重新評估其針對 UCaaS 市場的策略。同時，Microsoft 的Direct Routing、Operator Connect 和 Teams Phone Mobile 計劃為 CSP 銷售公共交換電話網路（PSTN）連接服務和呼叫計劃創造了重要機會。

這項研究深入了解了客戶在選擇通訊解決方案或提供者時的看法和決策因素，更具體地說，是推動或抑制 Teams Phone 採用的因素。還將採用 Teams Phone 的組織的完整樣本與採用雲端 PBX/UCaaS 解決方案的組織進行比較，以確定主要差異和相似之處。還預測了預測期內 Teams Phone 在整個 UCaaS 市場中的佔有率以及雲端連線呼叫服務在 Teams Phone 總席位中的佔有率。它還為服務供應商在不斷發展的雲端通訊和協作市場中與 Microsoft 競爭或合作確定了成長機會和最佳實踐。

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

主要發現

  • 介紹
  • 主要發現

價值鏈中斷中的CSP 困境

  • 光熱發電的困境
  • CSP管道再次受到關注
  • 在不斷發展的雲端通訊市場中的CSP 挑戰和策略夥伴

擴大雲端/行動 PBX 和 Microsoft Teams Phone 的採用

  • 雲端/行動PBX和Microsoft Teams Phone的普及
  • 目前的雲端/行動 PBX/UCaaS 解決方案/供應商
  • 即將推出的雲端/行動 PBX/UCaaS 解決方案/供應商
  • 使用 Microsoft Teams Phone 的當前和未來企業語音通訊/業務呼叫控制環境
  • 依地區分類的Microsoft Teams Phone 實施狀態與未來計劃
  • Microsoft Teams Phone在商業市場的推出現狀與未來計劃
  • 不採用 Teams Phone 作為雲端/行動 PBX 的原因
  • Microsoft Teams Phone 外部通話採用情況分析

Teams Phone 和以協作為中心的UCaaS 的興起

  • 以協作為中心的價值提案推動 UCaaS 成長
  • 完全整合的UCaaS 解決方案的重要性
  • Teams Phone在全球UCaaS市場影響力不斷擴大
  • Teams 手機成長預測

CSP 有機會將 Teams Phone 和其他第三方 UCaaS 平台連接到 PSTN

  • Microsoft效應和電信機會
  • 將 Microsoft Teams 連接到 PSTN 的首選方法
  • 不斷發展的支援 PSTN 的Teams 電話方法
  • Teams Phone 實施中對雲端連線呼叫的需求不斷成長
  • 雲端連線呼叫領域 CSP 的商機
  • 行動 PBX 和 Teams 電話手機殼
  • 原生行動電話在企業雲端PBX中的重要性

在協作優先的市場中重新定義語音服務

  • CSP 需要重新定位以實現成長
  • 「新常態」下的CSP最佳實踐
  • 第三方 UCaaS 部署中的語音服務整合方法與責任
  • 在協作優先的市場中重新定義語音服務職責
  • 結論

附錄

  • 推動Growth Pipeline Engine（TM） 的成長機會
  • 為什麼成長越來越困難？
  • The Strategic Imperative 8（TM）

下一步

  • 成長機會的好處和影響
  • 下一步
  • 附件清單
  • 免責聲明
簡介目錄
Product Code: KA79-64

Service Provider Best Practices in the Evolving Business Communications Value Chain

Today's business communications market is marked by a pronounced shift toward more collaborative user experiences. Collaboration tools, such as video meetings and group chat, content sharing, and whiteboarding are used extensively, often replacing voice-only calls, across organizations, verticals, and job roles. Collaboration tool adoption has been growing for a couple of decades; however, it received a considerable boost during the COVID-19 pandemic and the ensuing upsurge in popularity of hybrid work models. As a result of the increased importance of video and messaging within comprehensive UCaaS suites, the cloud private branch exchange (PBX) that provides call control functionality is becoming deprioritized in buyer decision-making and heavily discounted in solution bundles. The relative parity of PBX feature sets across providers is also contributing to the commoditization of telephony in modern business communications solutions.

This trend has been further enhanced by the rise of compelling unified communications-as-a-service (UCaaS) offerings by collaboration-centric providers, such as Google, Microsoft, and Zoom, seeking new growth opportunities beyond video meetings and group chat and creative ways to differentiate from the "old generation" of voice-centric hosted Internet protocol (IP) telephony providers. Collaboration-centric decision-making in communications upgrades is favoring providers that lead with innovative meetings and messaging capabilities and offer cloud PBX functionality as an inexpensive and convenient-i.e., bundled and natively integrated-add-on.

Among collaboration vendors, Microsoft has benefited most tangibly from the widespread adoption of its Teams collaboration platform to drive sales of Teams Phone, its cloud PBX solution. Capitalizing on its expertise and market leadership in computer operating systems, productivity software, business email, directory services, and other technology areas, Microsoft has gradually established itself as a strong participant in the cloud communications space as well. Microsoft Teams, more specifically, is currently one of the most popular and widely adopted cloud collaboration solutions across businesses of varying size, industry, and geography.

Microsoft Teams is driving strong pull-through for Teams Phone, which is disrupting the cloud PBX/UCaaS market and creating both opportunities and threats for communications service providers (CSPs). The rapid adoption of Teams Phone has slowed growth for many competitor solutions, which is compelling CSPs to re-evaluate their strategies for the UCaaS market. Meanwhile, Microsoft's Direct Routing, Operator Connect, and Teams Phone Mobile programs are creating considerable opportunities for CSPs to sell public switched telephone network (PSTN) connectivity services and calling plans.

This study provides insights into customer perceptions and decision-making factors when selecting communications solutions and providers and, more specifically, the factors driving or restraining the adoption of Teams Phone. It compares organizations adopting Teams Phone to the total sample of organizations adopting cloud PBX/UCaaS solutions to identify key differences and similarities. Our analysis also includes projections of Teams Phone's share of the total UCaaS market, as well as an estimated share of cloud-connected calling services of total Teams Phone seats throughout the forecast period. We also identify growth opportunities and best practices for service providers competing and/or collaborating with Microsoft in the evolving cloud communications and collaboration market.

Table of Contents

Research Objectives and Methodology

  • Research Objectives and Methodology
  • Respondent Demographics

Key Findings

  • Introduction
  • Key Findings

The CSP Dilemma in the Disrupted Value Chain

  • The CSP Dilemma
  • The CSP Channel in the Spotlight Again
  • Key CSP Challenges and Partner Strategies in the Evolving Cloud Communications Market

Growing Cloud/Mobile PBX and Microsoft Teams Phone Adoption

  • Cloud/Mobile PBX and Microsoft Teams Phone Adoption
  • Current Cloud or Mobile PBX/UCaaS Solutions/Providers
  • Future Cloud or Mobile PBX/UCaaS Solutions/Providers
  • Current and Future Enterprise Telephony/Business Call Control Environments with Microsoft Teams Phone in Use
  • Regional Adoption and Future Plans for Microsoft Teams Phone
  • Adoption and Future Plans for Microsoft Teams Phone Among Vertical Markets
  • Reasons for not Adopting Teams Phone as a Cloud/Mobile PBX
  • Analysis of Microsoft Teams Phone Adoption for External Calling

Teams Phone and the Rise of Collaboration-centric UCaaS

  • Collaboration-centric Value Propositions Drive UCaaS Growth
  • Importance of a Fully Integrated UCaaS Solution
  • Growing Impact of Teams Phone on the Global UCaaS Market
  • Projecting Teams Phone Growth

The CSP Opportunity in Connecting Teams Phone and Other Third-Party UCaaS Platforms to the PSTN

  • The Microsoft Effect and the Telecom Opportunity
  • Preferred Methods of Connecting Microsoft Teams to the PSTN
  • Evolving Methods of PSTN-enabling Teams Phone
  • Growing Demand for Cloud-Connected Calling in Teams Phone Deployments
  • The CSP Opportunity in Cloud-Connected Calling
  • The Case for Mobile PBX and Teams Phone Mobile
  • Importance of Native Mobile Calling on the Company's Cloud PBX

Reframing Voice Services in a Collaboration-First Market

  • CSPs Must Reposition for Growth
  • CSP Best Practices in the 'New Normal'
  • Approaches and Responsibilities for Voice Services Integration in Third-Party UCaaS Deployments
  • Reframing Voice Services Responsibilities in a Collaboration-First Market
  • Conclusion

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