Advanced market maturity is resulting in a slower installed base and revenue growth because of slower adoption among more conservative buyers and net new seats representing a smaller percentage of the base. However, strong recognition of UCaaS benefits—including improved operational agility, business continuity, and enhanced remote/hybrid workforce productivity—is driving growth for providers offering solutions that most effectively address key customer challenges.
The gap in growth rates and market share between the leading and trailing UCaaS providers is widening. This is compelling market participants to urgently seek greater differentiation and identify new growth opportunities. Providers offering collaboration-first and/or highly flexible, mobile-ready cloud communications services are likely to see higher cloud PBX/UCaaS growth rates.
Innovation leaders are leveraging converged communications platforms with artificial intelligence (AI) at the core to develop integrated services suites that support multiple communications and collaboration modalities, mobility, contact center, analytics, and integrations with third-party solutions through flexible application programming interfaces (API). The objective is to infuse AI capabilities into all present and future functionalities to continually enhance customer end-user and IT administrator value and effectively differentiate from competitors.
More specifically, technology developers are leveraging AI to enhance video meetings with live captions, automated recording, transcription, summary/recap, search, translation, user avatars, and other advanced features. Similarly, messaging capabilities are evolving in organization, searchability, archiving, and more. Providers are also enhancing voice calling services with automated call recording, transcriptions, summaries, and advanced analytics.
Contact center and customer experience (CX) management solutions also present opportunities for cloud communications providers to expand their service suites and provide more value to businesses. Going forward, strong contact center-as-a-service (CCaaS) capabilities will be an important part of cloud communications suites and a competitive advantage for technology developers and service providers. Innovative providers are developing persona-based user experiences that combine unified communications and customer experience functionalities to address unique user needs based on job roles and specific communications requirements.
As the market matures and competition intensifies, growth and innovation become more challenging to achieve organically. Mergers and acquisitions (M&As) and strategic partnerships will be common strategies that providers will employ to boost innovation and accelerate growth. International expansion provides additional growth opportunities for North America-based UCaaS providers.
Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to chart their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.
Strategic Imperative
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Growth Environment
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Frost Radar™: UCaaS in North America
Frost Radar™ Competitive Environment
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Best Practices
Growth Opportunities
Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform (continued)
Significance of Being on the Frost Radar™
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Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Growth Index
Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.
- Market Share (previous 3 years)
This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years. - Revenue Growth (previous 3 years)
This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™. - Growth Pipeline
This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities. - Vision and Strategy
This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision? - Sales and Marketing
This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.
Innovation Index
Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.
- INNOVATION SCALABILITY
This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals. - RESEARCH AND DEVELOPMENT
This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline. - PRODUCT PORTFOLIO
This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue. - MEGATRENDS LEVERAGE
This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline. - CUSTOMER ALIGNMENT
This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.
Significance of Being on the Frost Radar™
Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.
- GROWTH POTENTIAL
Your organization has significant future growth potential, which makes it a Company to Action. - BEST PRACTICES
Your organization is well positioned to shape Growth Pipeline™ best practices in your industry. - COMPETITIVE INTENSITY
Your organization is one of the key drivers of competitive intensity in the growth environment. - CUSTOMER VALUE
Your organization has demonstrated the ability to significantly enhance its customer value proposition. - PARTNER POTENTIAL
Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.
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| Deliverable Type | Frost Radar |
|---|---|
| Author | Elka Popova |
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | UCaaS North America |
| Keyword 2 | Unified Communications Market |
| Keyword 3 | UCaaS Market Growth |
| Podcast | No |
| Predecessor | KF7C-01-00-00-00 |
| WIP Number | KA2A-01-00-00-00 |
Frost Radar™: Unified Communications as a Service in North America, 2024
A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
28-Aug-2024
Global
Frost Radar