As the North American unified communications-as-a-service (UCaaS) market matures and competition intensifies, it is increasingly important for market participants to accelerate innovation and develop sustainable growth strategies. This Frost Radar™ analysis provides a perspective on key trends as well as an assessment of 29 growth and innovation leaders. The Frost Radar™ plots the selected UCaaS providers based on a set of 10 growth and innovation criteria that comprise both qualitative and quantitative factors. The quantitative metric used to evaluate providers’ performance in this market is hosted Internet Protocol (IP) telephony/cloud private branch exchange (PBX) or UCaaS seats.
The size of a provider’s UCaaS installed base in North America was used to determine the top 29 market participants to include in this evaluation. However, certain providers with comparatively large installed bases have not been evaluated because of limited available information about their growth and innovation strategies.
Both technology developers leveraging their own proprietary platforms to deliver services and resellers providing their own branded UCaaS offers based on third-party platforms are included in this analysis. Services based on pure-cloud, multi-tenant, and multi- instance platforms are considered when evaluating providers’ market position and innovation and growth capabilities. For the purposes of this study, Frost & Sullivan considers all multi-instance and multi-tenant hosted IP telephony offerings to be cloud PBX solutions. The supporting infrastructure can be hosted in a service provider or third-party data center or in a public cloud environment (e.g., Amazon Web Services, Google Cloud, Microsoft Azure, or Oracle Cloud).
This Frost Radar™ does not include customer premises-based multi-instance solutions, hosted single-tenant solutions, or cloud VoIP services that primarily target consumers and residential users (e.g., Google Voice, Ooma Telo, or Vonage for Home).
For the purposes of the Frost Radar evaluation, in bring-your-own-carrier (BYOC) deployment scenarios, UCaaS seat credit was given to the UCaaS application provider and not the PSTN connectivity provider. In scenarios in which the BYOC provider enables a full- featured cloud PBX seat to provide PSTN connectivity for a third-party UCaaS user, both the UCaaS and PSTN connectivity provider receive credit for the seat.
In the case of resale partnerships (e.g., RingCentral partnerships with AT&T and Avaya), both parties receive credit for the installed UCaaS seats. This approach allowed Frost & Sullivan to assess and represent each provider’s growth capabilities more accurately.
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 reveal 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.
North American UCaaS Providers 2023
- North American UCaaS Providers
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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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.
| Deliverable Type | Frost Radar |
|---|---|
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Ucaas |
| Keyword 2 | Unified Communications As A Service |
| Keyword 3 | Ucaas Solutions |
| Podcast | No |
| WIP Number | K937-01-00-00-00 |
Frost Radar™: North American UCaaS Providers, 2023
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
03-Jul-2023
North America
Frost Radar
