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

Cloud-based UC

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

Service providers can take advantage of high-value opportunities in cloud-based contact centers and integrated team messaging and collaboration with UC SaaS.

Accelerated Adoption

Survey respondents believe that by 2020, the share of UCaaS and hosted PBX shipments will reach 51%, up 10 points from last year.

Biggest Shift to Cloud UC

45% of large enterprises surveyed will adopt UCaaS and hosted PBX by 2020, up 25 points from last year, according to survey respondents.

Ease of Adoption

86% of respondents said the cloud makes the adoption of UC easier or much easier when compared to on-premise systems.

UC on Mobile

89% of respondents said a native mobile (non-VoIP) UC experience is important or very important to users.

Move to Mobile-Only

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.

Market Needs

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.

Contact Centers in the Cloud

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.

Higher Growth Potential

98% of the survey respondents believe the cloud contact center will expand the overall market.

Customer Value

76% of respondents said the cloud makes it easier for enterprises to adopt advanced UC features.

Integration Trends

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.