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整合通訊(UC) 與協作：市場佔有率分析、產業趨勢與統計、成長預測（2024-2029 年）

Unified Communications and Collaboration - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3個工作天內

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簡介目錄

整合通訊（UC）和協作市場規模預計在2024年為1455.8億美元，預計到2029年將達到4963億美元，在預測期內（2024-2029年）複合年成長率為27.80%。

統一通訊 (UC) 與協作市場

整合通訊(UC) 和協作需求傳統上圍繞著單一產品。過去，公司選擇單獨的產品來滿足特定的需求。例如，一個組織購買了用於通訊的電子郵件伺服器、用於團隊合作的團隊會議室、用於組織資訊共用的入口網站以及用於語音通訊服務的 PBX 和語音郵件。客戶正在根據整個協作堆疊的功能、豐富性和整合來制定策略性技術決策，以部署整合通訊(UC) 和協作環境。

主要亮點

  • 選擇協作和通訊產品的公司通常是根據平台的未來方向來選擇的。選擇正確的平台可以幫助企業降低 IT 成本、管理開銷和整合課題。此外，整體平台方法在最終用戶培訓、採用和商業價值方面提供了顯著的好處。
  • 經濟高效的雲端基礎的解決方案的出現促使 IT 預算最少的醫療保健提供者擴大採用該解決方案。透過基於訂閱的聯合通訊服務，醫療客服中心建立了 PBX（專用交換機）系統，以無縫處理來自不同站點的多個客戶請求。
  • 對於消費者來說，行動優先的解決方案允許他們透過同一裝置透過聊天、語音通話和視訊通話進行通訊，可以解決任何客戶問題。因此，這些解決方案增強了客戶服務協助、產品查詢和自助服務。員工也將受益於虛擬培訓和產品管理工具的實施。
  • 各種個人和 B2B資料密集型應用程式不斷湧現，包括 AR、VR 和視訊應用。 IT、電訊、BFSI、醫療保健、零售、媒體和娛樂等產業都有不同類型的視訊會議需求，如高頻寬、低功耗、超功耗延遲和高速。
  • 此外，5G技術的興起為雲端運算帶來了許多變化。 5G的低延遲連線使企業能夠提供更流暢的通訊。整合 5G 可實現無縫檔案傳輸、雲端服務的流暢體驗以及高品質、不間斷的視訊會議解決方案。據 5G Americas 稱，截至 2023 年，全球第五代 (5G) 用戶預計將達到 19 億。預計到 2024 年，這一數字將增至 28 億，到 2027 年將增至 59 億。
  • 此外，根據 GSMA 的數據，到 2040 年，印度製造業將從 5G 網路中受益 20%。此外，消息人士預測，到2023年至2023年，印度經濟可能會從5G網路中受益超過4,500億美國。 2040. 5G 技術的擴展可能會進一步推動所研究市場的成長。
  • 遠端工作要求正在推動基於軟體的通訊成為服務供應商業務永續營運的關鍵推動因素，透過統一通訊即服務 (UCaaS) 和整合通訊即服務(UCaaS) 進行容量協調和服務交付（無論位於何處）。創造了前所未有的機會來展示雲端服務的彈性。預計這一趨勢將支持市場成長。

整合通訊(UC) 與 Collaboron 市場趨勢

零售業擴大採用 UC&C 解決方案來推動市場成長

  • 零售商正在部署雲端運算技術來增加銷售額、分析客戶資訊並透過降低成本和提高網路效能來改善用戶體驗。例如，用於語音和其他協作工具的整合通訊即服務(UCaaS)、用於跨商店集中資訊服務的支援 Wi-Fi 的網路即服務 (NaaS)，以及軟體定義的廣域網路 (SD-WAN)。增強零售商效益。
  • RFID技術在零售業持續發展。 RFID 作為一種近距離技術具有天然的協同效應。作為客戶自助服務工具進行了廣泛測試，用於結帳處的定價和庫存管理。 RFID還有望用作未來行動和手持設備的設備識別和認證機制，例如識別進入商店的顧客並根據顧客的偏好提供客製化體驗。如此巨大的客戶體驗影響力只能透過資訊來發揮。整合通訊技術是零售業務的核心，它將客戶、銷售和庫存業務整合到一部電話、電腦或 POS 系統中。
  • 快速變化的客戶購買趨勢促使零售商從以前的個人化互動動態轉變為透過網路和社群媒體進行全通路互動。消費者日益成長的需求正在推動增強所有通路的購物和服務體驗的需求，滿足對自動化客戶服務和零售業務的創新通訊工具的需求。
  • 服裝零售電子商務網站可以將許多業務切換到混合雲端模式，以確保無縫的業務業務。可以操作公共雲端資源來履行訂單並管理資源可擴充性功能。相較之下，私有雲端模型可用於解決涉及需要嚴格管治的敏感資料的法律法規，例如客戶付款詳細資訊。
  • 此外，根據美國零售聯合會的數據，截至 2022 年，日本零售集團 Seven & i 是全球門市數量領先的零售公司，擁有 40,773 個門市網路。此類零售店的增加可能會在所研究的市場中創造進一步的需求。

歐洲獲得主要市場佔有率

  • 英國通訊業者逐步淘汰綜合業務數位網路服務的努力正在加速通訊業者和客戶轉向網際網路通訊協定連接服務。這一重大轉變將加速下一代企業通訊解決方案的採用，例如託管專用交換機和 UCaaS 解決方案。
  • 2022 年 2 月，雲端通訊、協作、視訊會議和客服中心解決方案供應商Vodafone Business 和 RingCentral 宣布推出 Vodafone Business UC 和 RingCentral。該通訊平台將 RingCentral 訊息視訊電話 (MVP) 與沃達豐的行動性和 5G 功能結合。帶有 RingCentral 的沃達豐 Business UC 將在英國、德國、香港、義大利、葡萄牙、新加坡、西班牙和瑞典推出。合作夥伴關係在市場上也很突出，有助於提高解決方案的知名度。
  • 研究市場中的公司也從事多種策略活動，以保持其在行業中的相關性。例如，Lumen Technologies 和思科最近宣布，他們正在擴大合作夥伴關係，將自己的產品涵蓋其中。適用於思科統一通訊管理器雲端 (UCMC) 的 Lumen 解決方案。該產品將思科雲端基礎的協作服務與 Lumen 的全球光纖網路結合。
  • 2023 年 2 月，TCN, Inc. 是一家為企業、客服中心、BPO 和催收機構提供雲端基礎客服中心平台的跨國供應商，其新的歐盟總部正式開幕。
  • 歐盟委員會開始採取更果斷的措施來確保加密通訊的安全。歐盟委員會工作人員需要安全的通訊工具來進行整合通訊，以加強協作、集中資訊並提高整體效率。這為公司提供了推出創新產品的機會。
  • 此外，整合通訊解決方案提供商和數位工作場所的先驅者朗視最近宣布與法國通訊分銷和商業網路市場參與者 Alliance-Com 簽訂新的分銷協議。該協議強調了兩家公司致力於提供更全面的 UC&C 解決方案的承諾，包括為中小型企業提供強大的 UCaaS 選項。此次合作將使法國客戶能夠利用朗視一流的產品組合和聯盟專業Com服務的雙重優勢，消除連網和協作工作環境的障礙。它也極大地推動了法國的 VoIP通訊業務。在預測期內，此類區域發展可能會進一步推動調查市場的需求。

整合通訊(UC) 與協作產業概述

整合通訊(UC) 和協作市場見證了快速創新、產業整合以及向團隊和工作流程協作的轉變。近年來，對完整的 UC&C 平台的需求促使許多供應商進行整合，因為獲取客戶群是實現這一目標的最快方式。市場上的主要企業正在專注於新產品開發技術，以增強產品系列併增加客戶獲取。市場的最新發展包括：

2022 年 2 月，法國零售商 Fnac Darty 宣布與 Google 建立新的合作夥伴關係，以改善其線上服務。 Fnac Darty 的網站將由 Google 的雲端零售搜尋提供支援，這是一種幫助客戶尋找產品的工具。 Fnac Darty 是法國零售商之一，他們利用這項創新的 Google Cloud 服務為網路購物和行動購物樹立了新基準。

2022 年 1 月，泛歐經銷商 Nuvias UC 收購了德國整合通訊經銷商 Alliance Technologies。 Nuvias UC的管道覆蓋範圍將擴展到全部區域。 Alliance Technologies 的專業領域包括全 IP 服務、PBX 到 Teams 或 Zoom 遷移、用於個人工作空間、在家工作和會議室的 UC 設備、經過認證的 Zoom Phone 整合以及 Microsoft Azure 雲端服務。

其他福利

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究假設和市場定義
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場動態

  • 市場概況
  • 市場促進因素
    • 計量收費模式的出現推動了對傳統統一通訊解決方案的需求
    • 不斷變化的勞動力動態促使新的企業合作的出現
    • 中小企業需求增加，促進引進
  • 市場課題
    • 管理和整合課題仍然是傳統統一通訊所面臨的問題
  • 產業吸引力－波特五力分析
    • 消費者議價能力
    • 供應商的議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭公司之間的敵對關係
  • 產業中的 COVID-19 評估

第5章技術概述

  • UC&C 的演變
  • 各種UC&C產品成本比較
  • 新案例研究- 情勢協作、企業社交網路和其他內部溝通工具

第6章市場區隔

  • 依部署類型
    • 本地/託管
    • 雲（UCaaS）
  • 依類型
    • 企業VOIP/UC解決方案
    • 企業協作
    • 客服中心服務
    • 客戶互動應用
    • 其他類型
  • 依最終用戶產業
    • 零售
    • BFSI
    • 衛生保健
    • 公共部門
    • 其他最終用戶產業（物流、IT/通訊等）
  • 依地區
    • 北美洲
    • 歐洲
    • 亞太地區
    • 其他地區（拉丁美洲和中東非洲）

第7章 競爭形勢

  • 公司簡介
    • Avaya Inc.
    • Cisco Systems Inc.
    • RingCentral Inc.
    • Verizon Communications Inc.
    • Mitel Network Communications
    • Polycom Inc.（Plantronics）
    • NEC Corporation
    • AT&T Inc.
    • GoToConnect
    • 8x8 Inc
    • Zoom Video Communications Inc.
    • 3CX Ltd.

第8章投資分析

第9章市場的未來

簡介目錄
Product Code: 66973

The Unified Communications and Collaboration Market size is estimated at USD 145.58 billion in 2024, and is expected to reach USD 496.30 billion by 2029, growing at a CAGR of 27.80% during the forecast period (2024-2029).

Unified Communications and Collaboration - Market

The unified communications and collaboration demand has historically revolved around individual products. In the past, companies chose individual products to meet particular needs. For example, organizations bought email servers for messaging, team rooms for teamwork, portals for organizational information sharing, and PBX and voicemail for telephony services. Customers are making strategic technology decisions to deploy unified communications and collaboration environments based on the entire collaboration stack's capability, richness, and integration.

Key Highlights

  • Companies that choose collaboration and communication products often do so based on the platform's future direction. Selecting the right platform helps companies reduce IT costs, management overhead, and integration challenges. Moreover, a holistic platform approach substantially benefits end-user training, adoption, and business value.
  • The advent of cost-effective cloud-based solutions has increased healthcare providers' adoption, often categorized as having minimum IT budgets. With the subscription-based united communication services, the healthcare contact centers establish their PBX (Private Branch Exchange) systems and seamlessly address multiple customer requests from various sites.
  • For consumers, mobile-first solutions enabling communication through chat, audio, and video call through the same device can address all customer queries. Therefore, these solutions enhance customer service assistance, merchandise inquiries, and self-service. Employees also benefit from deploying virtual training and merchandise management tools.
  • Various individual and B2B data-intensive applications, such as AR, VR, and video applications, are emerging. The industries such as IT, telecom, BFSI, healthcare, retail, media and entertainment, and many others have different types of video conferencing essentials, including high bandwidth, low power, ultra power latency, and high speed.
  • Furthermore, the rise of 5G technology has brought many changes to cloud computing. The low latency connectivity of 5G enables enterprises to provide smoother communication. Integrating 5G would lead to seamless file transfers, a smooth experience for cloud services, and high-quality and uninterrupted video conferencing solutions. According to 5G Americas, as of 2023, there are an estimated 1.9 billion fifth-generation (5G) subscriptions worldwide. This figure is forecast to increase to 2.8 billion by 2024 and 5.9 billion by 2027.
  • In addition, according to GSMA, the manufacturing sector in India will get a 20% benefit from the 5G network by 2040. Further, the source predicted that more than 450 billion U.S. dollars will likely benefit the Indian economy from the 5G network between 2023 and 2040. Such expansion in 5G technology may further propel the studied market growth.
  • Remote work mandates create an unprecedented opportunity for service providers to promote software-based communications as a critical enabler of business continuity and demonstrate the flexibility of unified communications as a service (UCaaS) and cloud services regarding capacity adjustments and service delivery (irrespective of location). This trend is expected to support market growth.

Unified Communications and Collaboration Market Trends

Growing Adoption of UC&C Solutions in Retail Driving the Market's Growth

  • Retailers are adopting cloud computing technologies to boost their sales, analyze customer information, and improve the user experience by reducing costs and improving network performance. For example, unified communications as a service (UCaaS) for voice and other collaborative tools, Wi-Fi-enabled Network as a Service (NaaS) for centralized data services across stores, and Software Defined-Wide Area Networks (SD-WAN) are enhancing the retailer benefits.
  • RFID technology continues to grow in the retail sector. RFID provides a natural synergistic effect as a proximity technology. It has been extensively tested as a customer self-service tool for pricing and inventory management in checkout lines. RFID is also expected to be used as a device recognition and authentication mechanism for future mobile and handheld devices, like recognizing the incoming customers to the store and providing customized experiences based on their likes. The impact of a customer experience of that scale can only be leveraged with information. Unified communications technologies are the locus of retail operation, integrating customer, sales, and inventory operations into one telephone, computer, or POS system.
  • The rapidly changing customer purchasing trends have resulted in a dynamic shift in the retail enterprise from the earlier individual point of interaction to omnichannel through the web or social media. The increasing demand from consumers has created the need for an enhanced shopping and service experience across all channels, which caters to the requirement for innovative communication tools that automate customer service and retail business operations.
  • Apparel retail e-commerce sites can switch to a hybrid cloud model for many operations to ensure seamless work operations in their businesses. Public cloud resources could be operated for processing orders and managing the scalability features of the resources. In comparison, the private cloud model could be used to work on legal regulations, including crucial data, such as payment details of customers, that require strict governance.
  • Furthermore, According to the National Retail Federation, as of 2022, the Japanese retail group Seven & I was the leading retail company based on a worldwide number of stores, with a network of 40,773 locations. Such an increase in retail stores may further create demand in the studied market.

Europe to Experience Significant Market Share

  • The UK carriers' efforts to discontinue the integrated services digital network services are driving the carrier and customer migration to Internet protocol connectivity services. This huge shift drives the adoption of next-generation enterprise communication solutions, such as hosted private branch exchange and UCaaS solutions.
  • In February 2022, Vodafone Business and RingCentral, cloud communications, collaboration, video meetings, and contact center solutions provider, announced Vodafone Business UC with RingCentral. This communications platform combines RingCentral Message Video Phone (MVP) with Vodafone's mobility and 5G capabilities. Vodafone Business UC with RingCentral will be launched in the United Kingdom, Germany, Hong Kong, Italy, Portugal, Singapore, Spain, and Sweden. The market is also witnessing partnerships, helping to increase awareness of the solutions.
  • Companies in the market studied also indulge in multiple strategic activities to stay relevant in the industry. For instance, Lumen Technologies and Cisco recently announced expanding the partnership to include a unique offering. Lumen Solutions for Cisco Unified Communications Manager Cloud (UCMC). This product pairs Cisco's cloud-based collaboration services with Lumen's global fiber network.
  • In February 2023, TCN, Inc., a multinational provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, officially launched its new EU head office.
  • The European Commission has begun taking more decisive steps toward secure, encrypted communications. Staff members for the EU Commission need a safe messaging tool for unified communication to ensure greater mobility with collaboration, centralize information, and boost overall efficiency. This offers an opportunity for companies to roll out innovative products.
  • Further, Yeastar, a provider of unified communications solutions and a pioneer in the digital workplace, recently announced a new distribution agreement with Alliance-Com, the French market player in telecom distribution and business networks. This agreement highlights both firms' commitment to providing more comprehensive UC&C solutions, including robust UCaaS options for SMEs. The partnership allows French clients to use the dual benefits of Yeastar's top-notch portfolio and Alliance-professional Com's services, removing barriers to a connected and collaborative workplace. It also gives the VoIP communication business in France a lot of traction. Such regional developments may further propel the studied market demand in the forecast period.

Unified Communications and Collaboration Industry Overview

The unified communications and collaboration market witnessed rapid innovation, industry consolidation, and a shift toward team and workstream collaboration. In recent years, the need to have a complete UC&C platform caused many vendors to consolidate because acquiring the customer base was the fastest way to accomplish this. The significant players operating in the market focus on new product development techniques to strengthen their product portfolio and increase customer acquisition. Some of the recent developments in the market are:

In February 2022, Fnac Darty, a French retailer, announced a new partnership with Google to improve its online offerings. Fnac Darty's websites will now employ Google's Cloud Retail Search, a tool that makes it easier for customers to find products. Fnac Darty was one of the retailers in France to use this innovative Google Cloud service to set new benchmarks for online and mobile shopping.

In January 2022, Nuvias UC, a pan-European distributor, purchased German unified communications distributor Alliance Technologies. Nuvias UC's channel reach will be expanded across the DACH (Germany, Austria, and Switzerland) region. Alliance Technologies ' specialties included all-IP services, PBX to Teams or Zoom migration, UC equipment for individual workspaces, home working and conference rooms, certified Zoom Phone integration, and Microsoft Azure cloud services.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Market Drivers
    • 4.2.1 Emergence of Pay-as-you-go Model Driving the Demand over Legacy UC Solutions
    • 4.2.2 Changing Workforce Dynamics Leading to the Emergence of New Forms of Enterprise Collaboration
    • 4.2.3 Growing Demand from SME's Expected to Drive Adoption
  • 4.3 Market Challenges
    • 4.3.1 Management and Integration Challenges Remain a Concern for Traditional UC
  • 4.4 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.4.1 Bargaining Power of Consumers
    • 4.4.2 Bargaining Power of Suppliers
    • 4.4.3 Threat of New Entrants
    • 4.4.4 Threat of Substitute Products
    • 4.4.5 Intensity of Competitive Rivalry
  • 4.5 Assessment of COVID-19 on the Industry

5 TECHNOLOGY OVERVIEW

  • 5.1 Evolution of UC&C
  • 5.2 Cost Comparison of Various UC&C Offerings
  • 5.3 Emerging Case Studies - Contextual Collaborations, Enterprise Social Networking and Other Internal Communication Tools

6 MARKET SEGMENTATION

  • 6.1 By Deployment Type
    • 6.1.1 On-premise/Hosted
    • 6.1.2 Cloud (UCaaS)
  • 6.2 By Type
    • 6.2.1 Business VOIP/UC Solutions
    • 6.2.2 Enterprise Collaboration
    • 6.2.3 Contact Center Services
    • 6.2.4 Customer Interaction Applications
    • 6.2.5 Other Types
  • 6.3 By End-User Industry
    • 6.3.1 Retail
    • 6.3.2 BFSI
    • 6.3.3 Healthcare
    • 6.3.4 Public Sector
    • 6.3.5 Others End User Industries (Logistics, IT & Telecom, Etc.)
  • 6.4 By Geography
    • 6.4.1 North America
    • 6.4.2 Europe
    • 6.4.3 Asia-Pacific
    • 6.4.4 Rest of the World (Latin America and Middle East & Africa)

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Avaya Inc.
    • 7.1.2 Cisco Systems Inc.
    • 7.1.3 RingCentral Inc.
    • 7.1.4 Verizon Communications Inc.
    • 7.1.5 Mitel Network Communications
    • 7.1.6 Polycom Inc. (Plantronics)
    • 7.1.7 NEC Corporation
    • 7.1.8 AT&T Inc.
    • 7.1.9 GoToConnect
    • 7.1.10 8x8 Inc
    • 7.1.11 Zoom Video Communications Inc.
    • 7.1.12 3CX Ltd.

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET