Cloud-Based UC May Overtake On-Premise PBX by 2020

By Gina Roos

Communications service providers need to prepare for a big shift in customer demand for unified communications, collaboration and contact center services in the cloud. The adoption of cloud-based UC is expected to overtake on-premise PBX shipments by 2020, according to a survey conducted by BroadSoft, a global UC-as-a-service provider. The second annual survey of 130 global telecom providers and industry leaders was conducted during the BroadSoft Connections event in November. The survey found that more businesses are focusing on mobile integration and user experience, and they want an integrated suite of cloud-based workforce productivity apps—not just the basics. The survey also revealed several high-value opportunities for service providers, including cloud-based contact centers and fully integrated team messaging and collaboration with UCaaS. Here are key takeaways from the survey that show opportunities for service providers as more businesses—SMBs and large enterprises alike—shift to the cloud for UC, collaboration and contact center services.

This article was originally published on 2017-02-15