Frost & Sullivan’s 2024 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 app-based and native mobile calling solutions
One of the key study findings is that hybrid—a mix of premises-based and cloud—telephony environments will be present in most organizations in the foreseeable future. The complexity characteristic of such environments creates opportunities for technology developers and their ecosystem partners to provide a broad spectrum of migration, integration, customization, and managed services to customers.
This analysis will be complemented by additional ITDM survey-based reports, which are planned to be published later this year, detailing IT challenges, work style and workspace evolution, communications and collaboration budgets, trends in communications platform as a service (CPaaS), frontliner solutions, meeting rooms, and various verticals, and opportunities for service providers to provide value in Microsoft Teams Phone deployments.
Author: Elka Popova
Research Objectives and Methodology
Respondent Demographics
Respondent Demographics (continued)
Respondent Demographics (continued)
Respondent Demographics (continued)
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
Hybrid Telephony Presents Challenges as Well as Opportunities
UCC Software and Services Adoption
UCC Software and Services Investment Among Current Adopters
Communications Device Adoption
Communications Device Investments Among Current Adopters
UCC Adoption Was Delayed in 2023, but Remains on a Steady Trajectory
UCC Technologies Are a Key Pillar of Digital Transformation
Premises-based PBX, Cloud PBX and Mobile PBX Investments
Premises-based PBX, Cloud PBX or Mobile PBX Investments by Region
Premises-based PBX, Cloud PBX or Mobile PBX Investments by Business Size
PSTN Calling Plan Investments
PSTN Calling Plan Investments by Region
PSTN Calling Plan Investments by Business Size
Enterprise Telephony Adoption for Frontline Workers
Enterprise Telephony Adoption for Frontline Workers by Region
Enterprise Telephony Adoption for Frontline Workers by Business Size
Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters
Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters by Region
Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters by Business Size
PBX Functionality and PSTN Calling Remain in High Demand
Cloud or Mobile PBX Services Adoption
Cloud or Mobile PBX Services Adoption by Region
Cloud or Mobile PBX Services Adoption by Business Size
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 Business Size
Current Cloud or Mobile PBX/UCaaS Solutions/Providers
Current Cloud or Mobile PBX/UCaaS Solutions/Providers by Region
Current Cloud or Mobile PBX/UCaaS Solutions/Providers by Business Size
Future Cloud or Mobile PBX/UCaaS Solution Providers
Future Cloud or Mobile PBX/UCaaS Solution Providers by Region
Future Cloud or Mobile PBX/UCaaS Solution Providers by Business Size
Importance of a Fully Integrated UCaaS Solution
Importance of a Fully Integrated UCaaS Solution by Region
Importance of a Fully Integrated UCaaS Solution by Business Size
The Future of Enterprise Telephony is in the Cloud
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 Business Size
Importance of Soft Phones by Age of ITDM
Importance of Native Mobile Calling on the Company’s Cloud PBX
Importance of Native Mobile Calling on the Company’s Cloud PBX by Region
Importance of Native Mobile Calling on the Company’s Cloud PBX by Business Size
Importance of Native Mobile Calling on the Company’s Cloud PBX by Age of ITDM
Use of Personal or Company-provided Mobile/Cellular Phones as Primary Devices to Access Business Communications Services
Trends in Using Business Communications Services via Personal or Company-Provided Mobile/Cellular Devices
Demand for Business Mobile Communications is Rising
Different Mobile Calling Approaches Will Co-exist
Growth Opportunities Fuel the Growth Pipeline Engine™
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Benefits and Impacts of Growth Opportunities
Next Steps
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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, 2024
- ITDM Survey Respondents by Country, Global, 2024
- ITDM Survey Respondents by Industry Sector, Global, 2024
- ITDM Survey Respondents by Size of Organization, Global, 2024
- ITDM Survey Respondents by Department, Global, 2024
- ITDM Survey Respondents by Age, Global, 2024
- ITDM Survey Respondents by Position, Total, Global, 2024
- ITDM Survey Respondents by C-level Position, Global, 2024
- Current Enterprise Telephony Environment, Global, 2024
- Expected Enterprise Telephony Environment, Global, 2027
- Expected Enterprise Telephony Environment, by Region, Global, 2027
- Expected Enterprise Telephony Environment, by Company Size, Global, 2027
- UCC Software and Services Adoption Status, Global, 2024–2026
- UCC Software and Services Investment Among Current Adopters, Global, 2024–2026
- Communications Device Adoption Status, Global, 2024–2026
- Communications Device Investments Among Current Adopters, Global, 2024–2026
- Expected Change in Premises-based PBX, Cloud PBX and Mobile PBX License Investments, Global, 2024–2026
- Expected Change in Premises-based PBX, Cloud PBX or Mobile PBX Investments, by Region, Global, 2024–2026
- Expected Change in Premises-based PBX, Cloud PBX or Mobile PBX Investments, by Business Size, Global, 2024–2026
- Expected Change in PSTN Calling Plan Investments, Global, 2024–2026
- Expected Change in PSTN Calling Plan Investments, by Region, Global, 2024–2026
- Expected Change in PSTN Calling Plan Investments, by Business Size, Global, 2024–2026
- Enterprise Telephony Adoption for Frontline Workers, Global, 2024–2026
- Enterprise Telephony Adoption for Frontline Workers, by Region, Global, 2024–2026
- Enterprise Telephony Adoption for Frontline Workers, by Business Size, Global, 2024–2026
- Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters, Global, 2024–2026
- Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters, by Region, Global, 2024–2026
- Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters, by Business Size, Global, 2024–2026
- Cloud or Mobile PBX Services Adoption, Global, 2024–2026
- Cloud or Mobile PBX Services Adoption, by Region, Global, 2024–2026
- Cloud or Mobile PBX Services Adoption, by Business Size, Global, 2024–2026
- Expected Change in Cloud or Mobile PBX Services, Global, 2024–2026
- Expected Change in Cloud or Mobile PBX Services, by Region, Global, 2024–2026
- Expected Change in Cloud or Mobile PBX Services, by Business Size, Global, 2024–2026
- Number of Current Cloud or Mobile PBX Solutions/Providers, Global, 2024
- Number of Current Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2024
- Number of Current Cloud or Mobile PBX Solutions/Providers, by Business Size, Global, 2024
- Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, Global, 2024–2026
- Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2024–2026
- Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, by Business Size, Global, 2024–2026
- Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, Global, 2024
- Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, by Region, Global, 2024
- Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, by Business Size, Global, 2024
- Mobile Business Calling App (Mobile Soft Phone) Adoption, Global, 2024–2026
- Mobile Business Calling App (Mobile Soft Phone) Adoption, by Region, Global, 2024–2026
- Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, Global, 2024–2026
- Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, by Region, Global, 2024–2026
- Company-Provided Mobile Phones Adoption, Global, 2024–2026
- Company-Provided Mobile Phones Adoption, by Region, Global, 2024–2026
- Expected Change in Company-Provided Mobile Phone Investments Among Current Users, Global, 2024–2026
- Company-Provided Mobile Phones Investment Plans Among Current Users, by Region, Global, 2024–2026
- Business Mobile Voice and Data Services Adoption, Global, 2024–2026
- Business Mobile Voice and Data Services Adoption, by Region, Global, 2024–2026
- Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, Global, 2024–2026
- Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, by Region, Global, 2024–2026
- Importance of Soft Phones, Global, 2024
- Importance of Soft Phones, by Region, Global, 2024
- Importance of Soft Phones, by Business Size, Global, 2024
- Importance of Soft Phones, by Age of ITDM, Global, 2024
- Importance of Native Mobile Calling on the Company’s Cloud PBX, Global, 2024
- Importance of a Native Mobile Dialer with a Business Phone Number, by Region, Global, 2024
- Importance of a Native Mobile Dialer with a Business Phone Number, by Business Size, Global, 2024
- Importance of a Native Mobile Dialer with a Business Phone Number, by Age of ITDM, Global, 2024
- Mean Percentage of Employees Using Business Communications Services Via Personal or Company-Provided Mobile/Cellular Devices, by Region, Global, 2024–2027
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Frost & Sullivan s 2024 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 app-based and native mobile calling solutions
One of the key study findings is that hybrid a mix of premises-based and cloud telephony environments will be present in most organizations in the foreseeable future. The complexity characteristic of such environments creates opportunities for technology developers and their ecosystem partners to provide a broad spectrum of migration, integration, customization, and managed services to customers.
This analysis will be complemented by additional ITDM survey-based reports, which are planned to be published later this year, detailing IT challenges, work style and workspace evolution, communications and collaboration budgets, trends in communications platform as a service (CPaaS), frontliner solutions, meeting rooms, and various verticals, and opportunities for service providers to provide value in Microsoft Teams Phone deployments.
Author: Elka Popova
| Deliverable Type | Customer Research |
|---|---|
| Author | Elka Popova |
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Enterprise Telephony Industry Market Drivers |
| Keyword 2 | Business Communication Solutions Market Trends |
| Keyword 3 | Enterprise Telephony Industry Market Drivers |
| List of Charts and Figures | ITDM Survey Respondents by Region, Global, 2024~ ITDM Survey Respondents by Country, Global, 2024~ ITDM Survey Respondents by Industry Sector, Global, 2024~ ITDM Survey Respondents by Size of Organization, Global, 2024~ ITDM Survey Respondents by Department, Global, 2024~ ITDM Survey Respondents by Age, Global, 2024~ ITDM Survey Respondents by Position, Total, Global, 2024~ ITDM Survey Respondents by C-level Position, Global, 2024~ Current Enterprise Telephony Environment, Global, 2024~ Expected Enterprise Telephony Environment, Global, 2027~ Expected Enterprise Telephony Environment, by Region, Global, 2027~ Expected Enterprise Telephony Environment, by Company Size, Global, 2027~ UCC Software and Services Adoption Status, Global, 2024–2026~ UCC Software and Services Investment Among Current Adopters, Global, 2024–2026~ Communications Device Adoption Status, Global, 2024–2026~ Communications Device Investments Among Current Adopters, Global, 2024–2026~ Expected Change in Premises-based PBX, Cloud PBX and Mobile PBX License Investments, Global, 2024–2026~ Expected Change in Premises-based PBX, Cloud PBX or Mobile PBX Investments, by Region, Global, 2024–2026~ Expected Change in Premises-based PBX, Cloud PBX or Mobile PBX Investments, by Business Size, Global, 2024–2026~ Expected Change in PSTN Calling Plan Investments, Global, 2024–2026~ Expected Change in PSTN Calling Plan Investments, by Region, Global, 2024–2026~ Expected Change in PSTN Calling Plan Investments, by Business Size, Global, 2024–2026~ Enterprise Telephony Adoption for Frontline Workers, Global, 2024–2026~ Enterprise Telephony Adoption for Frontline Workers, by Region, Global, 2024–2026~ Enterprise Telephony Adoption for Frontline Workers, by Business Size, Global, 2024–2026~ Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters, Global, 2024–2026~ Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters, by Region, Global, 2024–2026~ Expected Change in Enterprise Telephony Investments for Frontline Workers Among Current Adopters, by Business Size, Global, 2024–2026~ Cloud or Mobile PBX Services Adoption, Global, 2024–2026~ Cloud or Mobile PBX Services Adoption, by Region, Global, 2024–2026~ Cloud or Mobile PBX Services Adoption, by Business Size, Global, 2024–2026~ Expected Change in Cloud or Mobile PBX Services, Global, 2024–2026~ Expected Change in Cloud or Mobile PBX Services, by Region, Global, 2024–2026~ Expected Change in Cloud or Mobile PBX Services, by Business Size, Global, 2024–2026~ Number of Current Cloud or Mobile PBX Solutions/Providers, Global, 2024~ Number of Current Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2024~ Number of Current Cloud or Mobile PBX Solutions/Providers, by Business Size, Global, 2024~ Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, Global, 2024–2026~ Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, by Region, Global, 2024–2026~ Planned Changes in the Number of Cloud or Mobile PBX Solutions/Providers, by Business Size, Global, 2024–2026~ Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, Global, 2024~ Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, by Region, Global, 2024~ Importance of a Fully Integrated UCaaS Solution that Includes Meetings and Messaging, by Business Size, Global, 2024~ Mobile Business Calling App (Mobile Soft Phone) Adoption, Global, 2024–2026~ Mobile Business Calling App (Mobile Soft Phone) Adoption, by Region, Global, 2024–2026~ Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, Global, 2024–2026~ Expected Change in Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users, by Region, Global, 2024–2026~ Company-Provided Mobile Phones Adoption, Global, 2024–2026~ Company-Provided Mobile Phones Adoption, by Region, Global, 2024–2026~ Expected Change in Company-Provided Mobile Phone Investments Among Current Users, Global, 2024–2026~ Company-Provided Mobile Phones Investment Plans Among Current Users, by Region, Global, 2024–2026~ Business Mobile Voice and Data Services Adoption, Global, 2024–2026~ Business Mobile Voice and Data Services Adoption, by Region, Global, 2024–2026~ Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, Global, 2024–2026~ Expected Change in Business Mobile Voice and Data Services Investments Among Current Users, by Region, Global, 2024–2026~ Importance of Soft Phones, Global, 2024~ Importance of Soft Phones, by Region, Global, 2024~ Importance of Soft Phones, by Business Size, Global, 2024~ Importance of Soft Phones, by Age of ITDM, Global, 2024~ Importance of Native Mobile Calling on the Company’s Cloud PBX, Global, 2024~ Importance of a Native Mobile Dialer with a Business Phone Number, by Region, Global, 2024~ Importance of a Native Mobile Dialer with a Business Phone Number, by Business Size, Global, 2024~ Importance of a Native Mobile Dialer with a Business Phone Number, by Age of ITDM, Global, 2024~ Mean Percentage of Employees Using Business Communications Services Via Personal or Company-Provided Mobile/Cellular Devices, by Region, Global, 2024–2027~ |
| Podcast | No |
| Predecessor | K8F4-01-00-00-00 |
| WIP Number | KA7A-01-00-00-00 |
Growth Opportunities in the Enterprise Telephony Market, 2024
Growth Opportunities in the Enterprise Telephony Market, 2024
Is the Future of Business Call Control On-Premises, Cloud, Hybrid or Mobile?
RELEASE DATE
30-May-2024
30-May-2024
REGION
Global
Global
Deliverable Type
Customer Research
Customer Research
Research Code: KA7A-01-00-00-00
SKU: TE_2024_758
$4,950.00
In stock
SKU
TE_2024_758