Service providers can take advantage of high-value opportunities in cloud-based contact centers and integrated team messaging and collaboration with UC SaaS.
Survey respondents believe that by 2020, the share of UCaaS and hosted PBX shipments will reach 51%, up 10 points from last year.
45% of large enterprises surveyed will adopt UCaaS and hosted PBX by 2020, up 25 points from last year, according to survey respondents.
86% of respondents said the cloud makes the adoption of UC easier or much easier when compared to on-premise systems.
89% of respondents said a native mobile (non-VoIP) UC experience is important or very important to users.
41% of users will move to mobile-only UCaaS and hosted PBX by 2020, and more than 90% will require some form of mobile UC integration, according to survey respondents.
78% of respondents said team collaboration is very important or important to users, while 95% said integrating team collaboration with their UCaaS offering represents potential for service providers.
Respondents think 43% of contact center seat shipments will be cloud-based by 2020, while 84% said predictive analytics will be an important feature for call center users.
98% of the survey respondents believe the cloud contact center will expand the overall market.
76% of respondents said the cloud makes it easier for enterprises to adopt advanced UC features.
88% of respondents said it is very important or important to integrate UCaas with other business and social applications, and 11% said it is somewhat important.