Frost & Sullivan’s 2023 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 different mobile communications solutions
The survey also aimed to test several hypotheses related to evolving work styles, the impact of macro-economic factors on communications budgets and digital transformation, and the evolution of business communications.
A key objective of this study was to test the hypothesis that private branch exchange (PBX) functionality and public switched telephone network (PSTN) connectivity are declining in importance and usage due to changing organizational requirements. More specifically, our assumption was that many organizations might look to save costs by decreasing their investments in PBX/enterprise telephony and PSTN services provided to remote workers, and even in-office employees, as collaboration services (e.g., video meetings and group chat) gain widespread adoption. In addition, our assumption was a zero-sum game between collaboration and telephony services: if communication budgets are static, additional investment in collaboration required a decline in PSTN services.
The survey results proved our hypothesis incorrect. Demand for PBX and PSTN connectivity remains strong, most likely boosted by customer migration to modern cloud/mobile PBX and unified communications as a service (UCaaS). However, other unified communications and collaboration (UCC) solutions are gaining traction even more rapidly as a result of evolving work models.
Our survey also tested the hypothesis that mobility is becoming an increasingly important business communications capability. Evolving flexible work programs are amplifying existing drivers for the adoption of mobile-first or mobile-ready business communications. Lengthy commutes for those going into offices, frequent business travel, and underserved frontline and field workers, in addition to a greatly expanded remote/hybrid workforce, drive investments in mobile solutions to keep employees productive and engaged anywhere, anytime.
The survey results proved the validity of our hypothesis and showed high demand for mobile business communications, including mobile voice
and data services, smartphones and tablets, mobile and desktop soft clients, and native mobile dialers with business phone numbers. Many organizations have already adopted a variety of mobility solutions at some level and others are planning to do so in the next three years.
Adoption of next-generation technologies, including cloud/mobile PBX and UCaaS, is typically delayed by a variety of factors including existing technology investments, lack of awareness of new technologies’ benefits, budget constraints and change management issues. Our survey tested the hypothesis that the age of the ITDM is another important factor impacting speed of technology adoption, and more specifically that younger ITDMs are more likely to adopt cloud/mobile PBX/UCaaS and perhaps drive a shift to mobile-first or mobile-only communications.
The survey results show certain notable differences across ITDM age groups in terms of technology perceptions and investment plans, but not enough to fully prove our hypothesis. For example, a larger proportion of younger decision makers, compared to older ones, plan to adopt cloud PBX in the next three years. Also, younger decision makers place greater importance on mobile capabilities such as soft phones and native mobile dialers with business phone numbers. However, younger decision makers do not appear to be more averse to leveraging PBX functionality, PSTN connectivity, IP phones or analog fax.
Author: Elkaa Popova
Research Objectives
Research Methodology
Respondent Demographics
Respondent Demographics (continued)
Respondent Demographics (continued)
Respondent Demographics (continued)
Enterprise Telephony and Business Call Control in the Era of Hybrid Work
The New Phase of Mobile Business Communications
The Generational Factor in Communications Investment Decision Making
Key Findings
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
UCC Adoption is Well Underway
UCC Solution Adoption is Strong
UCC Solution Deployments Expand Within Adopting Organizations
UCC Adoption is a Key Pillar of Digital Transformation
PBX/Cloud or Mobile PBX Investments for Remote Desk Workers
PBX/Cloud or Mobile PBX Investments for Remote Desk Workers by Region
PSTN Calling Plan Investments for Remote Desk Workers
PSTN Calling Plan Investments for Remote Desk Workers by Region
PBX/Cloud or Mobile PBX Investments for In-Office Desk Workers
PBX/Cloud or Mobile PBX Investments for In-Office Desk Workers by Region
PSTN Calling Plan Investments for In-Office Desk Workers
PSTN Calling Plan Investments for In-Office Desk Workers by Region
Enterprise Telephony Adoption for Frontline Workers
Enterprise Telephony Adoption for Frontline Workers by Region
PBX/Cloud or Mobile PBX Investments for Frontline and Field Workers
PBX/Cloud or Mobile PBX Investments for Frontline and Field Workers by Region
PSTN Calling Plan Investments for Frontline and Field Workers
PSTN Calling Plan Investments for Frontline and Field Workers by Region
The Enterprise Telephony Market Presents Growth Opportunities
Cloud or Mobile PBX Services Adoption
Cloud or Mobile PBX Services Adoption by Region
Cloud or Mobile PBX Services Adoption by Age of ITDM
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 Age of ITDM
Current Cloud or Mobile PBX/UCaaS Solutions/Providers
Current Cloud or Mobile PBX/UCaaS Solutions/Providers by Region
Future Cloud or Mobile PBX/UCaaS Solution Providers
Future Cloud or Mobile PBX/UCaaS Solution Providers by Region
Importance of a Fully Integrated UCaaS Solution
Importance of a Fully Integrated UCaaS Solution by Region
The Enterprise Telephony Market Presents Growth Opportunities
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 Age of ITDM
Importance of a Native Mobile Dialer with a Business Phone Number
Importance of a Native Mobile Dialer with a Business Phone Number by Region
Importance of a Native Mobile Dialer with a Business Phone Number by Age of ITDM
Importance of DECT/VoWLAN Phones
Importance of DECT/VoWLAN Phones by Region
Importance of DECT/VoWLAN Phones by Age of ITDM
Usage of Business Communications Services via Personal or Company-Provided Mobile/Cellular Devices Today and in 2026
Trends in Using Business Communications Services via Personal or Company-Provided Mobile/Cellular Devices
Mobility is Critical, But it is Not a Mobile-Only World Yet
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Growth Opportunities Fuel the Growth Pipeline Engine™
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
List of Figures- ITDM Survey Respondents by Region, Global, 2023
- ITDM Survey Respondents by Country, Global, 2023
- ITDM Survey Respondents by Industry Sector, Global 2023
- ITDM Survey Respondents by Size of Organization, Global 2023
- ITDM Survey Respondents by Department, Global, 2023
- ITDM Survey Respondents by Age, Global, 2023
- ITDM Survey Respondents by Position, Total, Global, 2023
- ITDM Survey Respondents by C-level Position, Global, 2023
- Current Enterprise Telephony Environment, Global, 2023
- Expected Enterprise Telephony Environment, Global, 2026
- Expected Enterprise Telephony Environment by Region, Global, 2026
- Expected Enterprise Telephony Environment, by Company Size, Global, 2026
- UCC Solution Adoption Status, Global, 2023
- UCC Solution Adoption Plans, Global, 2023–2025
- UCC Solution Investment Plans, Global, 2023–2025
- Expected Change in PBX/Cloud or Mobile PBX Licenses Investments for Remote Desk Workers, Global, 2023–2025
- PBX/Cloud or Mobile PBX Investments for Remote Desk Workers by Region, Global, 2023–2025
- Expected Change in PSTN Calling Plan Investments for Remote Desk Workers, Global, 2023–2025
- Expected Change in PSTN Calling Plan Investments for Remote Desk Workers, by Region, Global, 2023–2025
- Expected Change in PBX/Cloud or Mobile PBX Licenses Investments for In-office Desk Workers, Global, 2023–2025
- PBX/Cloud or Mobile PBX Investments for In-Office Desk Workers, by Region, Global, 2023–2025
- Expected Change in PSTN Calling Plan Investments for In-office Desk Workers, Global, 2023–2025
- Expected Change in PSTN Calling Plan Investments for In-Office Desk Workers, by Region, Global, 2023–2025
- Enterprise Telephony Adoption among Frontline Workers, Global, 2023–2025
- Enterprise Telephony Adoption for Frontline Workers, by Region, Global, 2023–2025
- Expected Change in PBX/Cloud or Mobile PBX Licenses Investments for Frontline and Field Workers, Global, 2023–2025
- PBX/Cloud or Mobile PBX Investments for Frontline and Field Workers, by Region, Global, 2023–2025
- Expected Change in PSTN Calling Plan Investments for Frontline and Field Workers, Global, 2023–2025
- Expected Change in PSTN Calling Plan Investments for Frontline and Field Workers, by Region, Global, 2023–2025
- Cloud or Mobile PBX Services Adoption, Global, 2023–2025
- Cloud or Mobile PBX Services Adoption, by Region, Global, 2023–2025
- Cloud or Mobile PBX Services Adoption, by Age of ITDM, Global, 2023–2025
- Expected Change in Cloud or Mobile PBX Services, Global, 2023–2025
- Expected Change in Cloud or Mobile PBX Services, by Region, Global, 2023–2025
- Expected Change in Cloud or Mobile PBX Services, by Age of ITDM, Global, 2023–2025
- Number of Current Cloud or Mobile PBX Solutions/Providers, Global, 2023–2025
- Number of Current Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2023
- Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, Global, 2023–2025
- Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2023–2025
- Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, Global, 2023–2025
- Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, by Region, Global, 2023–2025
- Mobile Business Calling App (Mobile Soft Phone) Adoption, Global, 2023–2025
- Mobile Business Calling App (Mobile Soft Phone) Adoption, by Region, Global, 2023–2025
- Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, Global, 2023–2025
- Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, by Region, Global, 2023–2025
- Company-Provided Mobile Phones Adoption, Global, 2023–2025
- Company-Provided Mobile Phones Adoption, by Region, Global, 2023–2025
- Expected Change in Company-Provided Mobile Phone Investments Among Current Users, Global, 2023–2025
- Company-Provided Mobile Phones Investment Plans Among Current Users, by Region, Global, 2023–2025
- Business Mobile Voice and Data Services Adoption, Global, 2023–2025
- Business Mobile Voice and Data Services Adoption, by Region, Global, 2023–2025
- Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, Global, 2023–2025
- Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, by Region, Global, 2023–2025
- Importance of Soft Phones, Global, 2023
- Importance of Soft Phones, by Region, Global, 2023
- Importance of Soft Phones, by Age of ITDM, Global, 2023
- Importance of Native Mobile Dialer with a Business Phone Number, Global, 2023
- Importance of a Native Mobile Dialer with a Business Phone Number, by Region, Global, 2023
- Importance of a Native Mobile Dialer with a Business Phone Number, by Age of ITDM, Global, 2023
- Importance of DECT/VoWLAN Phones, Global, 2023
- Importance of DECT/VoWLAN Phones, by Region, Global, 2023
- Importance of DECT/VoWLAN Phones, by Age of ITDM, Global, 2023
- Mean Percentage of Employees Using Business Communications Services Via Personal or Company-Provided Mobile/Cellular Devices, by Region, Global, 2023–2026
Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.
Speak directly with our analytics experts for tailored recommendations.
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
Frost & Sullivan’s 2023 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 different mobile communications solutions
The survey also aimed to test several hypotheses related to evolving work styles, the impact of macro-economic factors on communications budgets and digital transformation, and the evolution of business communications.
A key objective of this study was to test the hypothesis that private branch exchange (PBX) functionality and public switched telephone network (PSTN) connectivity are declining in importance and usage due to changing organizational requirements. More specifically, our assumption was that many organizations might look to save costs by decreasing their investments in PBX/enterprise telephony and PSTN services provided to remote workers, and even in-office employees, as collaboration services (e.g., video meetings and group chat) gain widespread adoption. In addition, our assumption was a zero-sum game between collaboration and telephony services: if communication budgets are static, additional investment in collaboration required a decline in PSTN services.
The survey results proved our hypothesis incorrect. Demand for PBX and PSTN connectivity remains strong, most likely boosted by customer migration to modern cloud/mobile PBX and unified communications as a service (UCaaS). However, other unified communications and collaboration (UCC) solutions are gaining traction even more rapidly as a result of evolving work models.
Our survey also tested the hypothesis that mobility is becoming an increasingly important business communications capability. Evolving flexible work programs are amplifying existing drivers for the adoption of mobile-first or mobile-ready business communications. Lengthy commutes for those going into offices, frequent business travel, and underserved frontline and field workers, in addition to a greatly expanded remote/hybrid workforce, drive investments in mobile solutions to keep employees productive and engaged anywhere, anytime.
The survey results proved the validity of our hypothesis and showed high demand for mobile business communications, including mobile voice
and data services, smartphones and tablets, mobile and desktop soft clients, and native mobile dialers with business phone numbers. Many organizations have already adopted a variety of mobility solutions at some level and others are planning to do so in the next three years.
Adoption of next-generation technologies, including cloud/mobile PBX and UCaaS, is typically delayed by a variety of factors including existing technology investments, lack of awareness of new technologies’ benefits, budget constraints and change management issues. Our survey tested the hypothesis that the age of the ITDM is another important factor impacting speed of technology adoption, and more specifically that younger ITDMs are more likely to adopt cloud/mobile PBX/UCaaS and perhaps drive a shift to mobile-first or mobile-only communications.
The survey results show certain notable differences across ITDM age groups in terms of technology perceptions and investment plans, but not enough to fully prove our hypothesis. For example, a larger proportion of younger decision makers, compared to older ones, plan to adopt cloud PBX in the next three years. Also, younger decision makers place greater importance on mobile capabilities such as soft phones and native mobile dialers with business phone numbers. However, younger decision makers do not appear to be more averse to leveraging PBX functionality, PSTN connectivity, IP phones or analog fax.
Author: Elkaa Popova
| Deliverable Type | Customer Research |
|---|---|
| Author | Elka Popova |
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Private Branch Exchange |
| Keyword 2 | Public Switched Telephone Network (Pstn) Connectivity |
| Keyword 3 | Pbx And Pstn Connectivity |
| List of Charts and Figures | ITDM Survey Respondents by Region, Global, 2023~ ITDM Survey Respondents by Country, Global, 2023~ ITDM Survey Respondents by Industry Sector, Global 2023~ ITDM Survey Respondents by Size of Organization, Global 2023~ ITDM Survey Respondents by Department, Global, 2023~ ITDM Survey Respondents by Age, Global, 2023~ ITDM Survey Respondents by Position, Total, Global, 2023~ ITDM Survey Respondents by C-level Position, Global, 2023~ Current Enterprise Telephony Environment, Global, 2023~ Expected Enterprise Telephony Environment, Global, 2026~ Expected Enterprise Telephony Environment by Region, Global, 2026~ Expected Enterprise Telephony Environment, by Company Size, Global, 2026~ UCC Solution Adoption Status, Global, 2023~ UCC Solution Adoption Plans, Global, 2023–2025~ UCC Solution Investment Plans, Global, 2023–2025~ Expected Change in PBX/Cloud or Mobile PBX Licenses Investments for Remote Desk Workers, Global, 2023–2025~ PBX/Cloud or Mobile PBX Investments for Remote Desk Workers by Region, Global, 2023–2025~ Expected Change in PSTN Calling Plan Investments for Remote Desk Workers, Global, 2023–2025~ Expected Change in PSTN Calling Plan Investments for Remote Desk Workers, by Region, Global, 2023–2025~ Expected Change in PBX/Cloud or Mobile PBX Licenses Investments for In-office Desk Workers, Global, 2023–2025~ PBX/Cloud or Mobile PBX Investments for In-Office Desk Workers, by Region, Global, 2023–2025~ Expected Change in PSTN Calling Plan Investments for In-office Desk Workers, Global, 2023–2025~ Expected Change in PSTN Calling Plan Investments for In-Office Desk Workers, by Region, Global, 2023–2025~ Enterprise Telephony Adoption among Frontline Workers, Global, 2023–2025~ Enterprise Telephony Adoption for Frontline Workers, by Region, Global, 2023–2025~ Expected Change in PBX/Cloud or Mobile PBX Licenses Investments for Frontline and Field Workers, Global, 2023–2025~ PBX/Cloud or Mobile PBX Investments for Frontline and Field Workers, by Region, Global, 2023–2025~ Expected Change in PSTN Calling Plan Investments for Frontline and Field Workers, Global, 2023–2025~ Expected Change in PSTN Calling Plan Investments for Frontline and Field Workers, by Region, Global, 2023–2025~ Cloud or Mobile PBX Services Adoption, Global, 2023–2025~ Cloud or Mobile PBX Services Adoption, by Region, Global, 2023–2025~ Cloud or Mobile PBX Services Adoption, by Age of ITDM, Global, 2023–2025~ Expected Change in Cloud or Mobile PBX Services, Global, 2023–2025~ Expected Change in Cloud or Mobile PBX Services, by Region, Global, 2023–2025~ Expected Change in Cloud or Mobile PBX Services, by Age of ITDM, Global, 2023–2025~ Number of Current Cloud or Mobile PBX Solutions/Providers, Global, 2023–2025~ Number of Current Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2023~ Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, Global, 2023–2025~ Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2023–2025~ Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, Global, 2023–2025~ Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, by Region, Global, 2023–2025~ Mobile Business Calling App (Mobile Soft Phone) Adoption, Global, 2023–2025~ Mobile Business Calling App (Mobile Soft Phone) Adoption, by Region, Global, 2023–2025~ Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, Global, 2023–2025~ Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, by Region, Global, 2023–2025~ Company-Provided Mobile Phones Adoption, Global, 2023–2025~ Company-Provided Mobile Phones Adoption, by Region, Global, 2023–2025~ Expected Change in Company-Provided Mobile Phone Investments Among Current Users, Global, 2023–2025~ Company-Provided Mobile Phones Investment Plans Among Current Users, by Region, Global, 2023–2025~ Business Mobile Voice and Data Services Adoption, Global, 2023–2025~ Business Mobile Voice and Data Services Adoption, by Region, Global, 2023–2025~ Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, Global, 2023–2025~ Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, by Region, Global, 2023–2025~ Importance of Soft Phones, Global, 2023~ Importance of Soft Phones, by Region, Global, 2023~ Importance of Soft Phones, by Age of ITDM, Global, 2023~ Importance of Native Mobile Dialer with a Business Phone Number, Global, 2023~ Importance of a Native Mobile Dialer with a Business Phone Number, by Region, Global, 2023~ Importance of a Native Mobile Dialer with a Business Phone Number, by Age of ITDM, Global, 2023~ Importance of DECT/VoWLAN Phones, Global, 2023~ Importance of DECT/VoWLAN Phones, by Region, Global, 2023~ Importance of DECT/VoWLAN Phones, by Age of ITDM, Global, 2023~ Mean Percentage of Employees Using Business Communications Services Via Personal or Company-Provided Mobile/Cellular Devices, by Region, Global, 2023–2026~ |
| Podcast | No |
| WIP Number | K8F4-01-00-00-00 |
Evaluating Demand for PBX Functionality and PSTN Connectivity
Evaluating Demand for PBX Functionality and PSTN Connectivity Updated Research Available
Is the Future of Business Call Control Mobile?
RELEASE DATE
26-Apr-2023
26-Apr-2023
REGION
Global
Global
Deliverable Type
Customer Research
Customer Research
Research Code: K8F4-01-00-00-00
SKU: TE04137-GL-CR_27601
$4,950.00
Out of stock
SKU
TE04137-GL-CR_27601