2024 年至 2030 年北美 UCaaS 市場

UCaaS Market, North America, 2024-2030

出版日期: 2024年12月13日 | 出版商:

Frost & Sullivan | 英文 64 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

到 2030 年，人工智慧將重新定義 UCaaS 的價值提案

靈活的容量擴展、快速存取創新特性和能力、避免資本支出以及將日常解決方案管理外包給第三方專家的能力等誘人的優勢可能會在預測期內推動向雲端通訊服務的穩步轉變。通訊升級正在成為整體數位轉型計劃的關鍵部分，並被視為企業在快速變化中保持敏捷的策略必要事項。對工作靈活性的需求日益增加以及混合工作模式的盛行要求企業用 UCaaS 取代傳統解決方案，使用戶能夠隨時隨地在自己選擇的設備和網路上工作。客戶決定將協作放在首位，從而啟用了新的提供者方法，其中視訊會議和團隊合作解決方案作為附加元件，為雲端 PBX 部署創建了拉動功能，而不是核心 PBX 銷售。第一線員工尚未開發的潛力和更直接影響垂直工作流程的機會，再加上行動 UCaaS、穿戴式裝置、物聯網、CPaaS 和 API 的進步，正在擴大靈活的商業通訊解決方案的潛在市場。

人工智慧 (AI)主導的創新，包括使用專有和第三方大規模語言模型 (LLM) 和生成式預訓練變壓器(GPT)，將定義商業通訊的未來並決定未來幾年提供者的成功。人工智慧功能和服務帶來許多好處，包括改善知識管理、人類增強智慧、提高生產力和工作流程自動化。

領先的 UCaaS 供應商正在將專有和第三方 LLM 和 GPT 納入其平台，以加速創新、提高客戶價值並與競爭對手區分開來。人工智慧功能已經從轉錄、翻譯、聊天機器人和通話/會議摘要發展到虛擬代理、副駕駛和強大的分析功能。隨著市場日趨成熟，可利用的機會減少，定價壓力增加，將人工智慧能力收益的能力對於供應商的成功至關重要。

儘管北美市場飽和度和定價壓力不斷增加，但 UCaaS 座位數量和相關收益預計將在 2023 年以兩位數的速度成長，並在可預見的未來保持強勁的成長率。從中長期來看，由於大多數中型和大型企業針對特定地點、用戶和營業地點採用雲端通訊，同時為其餘通訊環境保留基於場所的解決方案，因此成長率將大幅放緩。隨著市場逐漸成熟，淨新增用戶數量可能會隨著時間的推移而下降。

成長指標
驅動程式
UCC 解決方案投資促進因素
投資場所、雲端和移動 PBX
投資 PSTN 呼叫計劃
引入雲端或移動 PBX 服務
投資雲端或行動 PBX 服務的現有用戶
成長阻礙因素
北美宏觀經濟對投資的影響
目前和未來的企業電話/商務電話控制環境
預測考慮因素
收益和出貨量預測
淨新增座位容量預測
各國座位容量預測
各國市場
可達到的市場滲透率
銷售量及收益預測分析
每位用戶平均收入 (ARPU) 預測
價格趨勢及預測分析
各銷售品牌的已安裝座位數佔有率
按平台供應商分類的已安裝席位佔有率
簡介佔有率分析
目前的雲端或行動 PBX/UCaaS 解決方案/供應商
未來的雲端或行動 PBX/UCaaS 解決方案供應商
完全整合的 UCaaS 解決方案的重要性

北美 UCaaS 市場的成長機會

成長機會一：整合客服中心
成長機會二：行動優先的 UCaaS
成長機會三：國際擴張
成長機會四：產業策略與關注第一線人員
成長機會 5：Microsoft Teams 呼叫支援服務
成長機會六：人工智慧平台

附錄與後續步驟

成長機會的好處和影響
後續步驟Next steps
附件列表
免責聲明

簡介目錄

Product Code: KB0B-64

AI-Powered Capabilities Will Redefine UCaaS Value Propositions by 2030

Compelling benefits, such as flexible capacity adjustments, rapid access to innovative features and capabilities, CAPEX avoidance, and ability to outsource routine solution management to an expert third party, will drive a steady shift to cloud communications services over the forecast period. Communications upgrades are increasingly a key part of holistic digital transformation projects and perceived as a strategic imperative across organizations looking to stay agile amidst rapid change. Increased demand for work flexibility and pervasive adoption of hybrid work models compel organizations to replace legacy solutions with UCaaS to enable work from anywhere, anytime, on any device and network of the users' choice. Collaboration-first customer decision making is enabling new provider approaches, whereby video meetings and team collaboration solutions create pull-through for cloud PBX adoption as an add-on, rather than PBX sales as the main sales motion. Untapped potential among frontline workers and opportunities to more tangibly impact vertical workflows, combined with advancements in mobile UCaaS, wearables, IoT, CPaaS and APIs, are expanding the addressable market for flexible business communications solutions.

Artificial intelligence (AI)-driven innovation, including leverage of proprietary and third-party large language models (LLMs) and generative pre-trained transformers (GPTs), will define the future of business communications and determine provider success in the years to come. AI-powered features and services provide numerous benefits-e.g., improve knowledge management, augment human intelligence, boost productivity, and automate workflows.

Leading UCaaS providers are incorporating proprietary and third-party LLMs and GPTs into their platforms to accelerate innovation, enhance customer value, and differentiate from competitors. AI-powered capabilities are evolving from transcriptions, translations, chatbots, and call/meeting summaries to virtual agents, copilots, and robust analytics. Ability to monetize AI-powered capabilities will be critical for provider success as advancing market maturity shrinks addressable opportunities and increases price pressures.

Despite increasing market saturation and intense price pressures in the North American market, both UCaaS seats and related revenues grew at double-digit growth rates in 2023 and are forecast to sustain strong growth rates in the near term. Growth rates in the mid and long terms will decline considerably as most midmarket and large organizations adopt cloud communications for certain locations, users, and business sites, and keep premises-based solutions in other parts of their telephony environments. Net new users will decline over time as the market matures.

Scope

Scope of Analysis
Scope and Market Definitions

Growth Environment:Transformation in the North American UCaaS Market

Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the North American UCaaS Industry