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VoIP and UCaaS Adoption Expected to Accelerate, According to Frost & Sullivan Report

July 26, 2019

By Tracey E. Schelmetic - Virtual PBX Contributor

Everywhere, businesses are looking for ways to make workers more productive and collaborative and boost the quality of customer support while simultaneously keeping costs down. Adoption of voice over IP (VoIP) and unified communications as a service (UCaaS) platforms is accelerating all over the globe, according to a new report prepared by analyst group Frost & Sullivan. In particular, UCaaS options are expanding for mid-market organizations with 100 to 2,500 users.

"Mid-market organizations have traditionally been underserved by UCaaS providers," said Elka Popova, lead researcher for the Frost & Sullivan report. "This is changing, as the range of UCaaS options and technology bundles is expanding significantly. For mid-market buyers, the challenge now becomes to find the right mix of capabilities and select the right technology partner."

The pace of adoptions is expected to accelerate in the coming years. The report found that in North America, 82 percent of technology decision makers interviewed for the report are moving or planning to move part or all of their enterprise telephony to a cloud-based solution by the end of this year. This is for a variety of reasons, including better accommodating mobile and remote workers, a need to reduce in-house IT complexity and costs to better focus on business strategy, and the increasing affordability and functionality of VoIP platforms and UCaaS technology solutions.

"With so many solution options to choose from, customers must assess a wide range of criteria such as cost, scalability, flexibility and security," said Fernando Rojas, senior global product manager for UCaaS at Claro Enterprise Solutions. "Customers don't want to overcomplicate things, but at the same time they shouldn't settle for a generic, one-size-fits-all approach. By combining technology expertise, agility and customer focus, we are able to deliver tailored solutions that align closely to specific business requirements."

To ensure deployment success, businesses adopting UCaaS must carefully consider their priorities and conduct thorough due diligence to select the right technology partner, according to Frost & Sullivan.

Edited by Maurice Nagle



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