Strategic Imperative
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Will YOUR Organization survive the Unified Communications Transformation?

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  • Transformational
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Strategic Imperatives For Unified Communications

01

Focusing on user/ customer experience (UX/ CX) and solution packaging, reliability, security, and scalability to enable long-term success in the rapidly evolving business communications sector.

02

Leveraging extensible application programming interfaces (APIs) for business communications to differentiate solutions through compelling value propositions for vertical use cases.

03

Capitalizing on rapid advancements in cloud services, Internet of Things (IoT), artificial intelligence (AI), mobility, and extended reality (XR) to gain a competitive edge.

GROWTH GAP

How do you shift from where you are to what you want to become? How do you fill the gap?

Based on those strategic imperatives the gap between where you are now and where you need to be to achieve transformational growth is daunting.

GROWTH CONTENT

Growth Opportunities for Unified Communications

Data-specific-cloud

Integrated Cloud Communications

Rapidly growing cloud communications, collaboration, and contact center sectors represent a large growth and differentiation opportunity, driven by integrated UCaaS and CCaaS, AI-powered collaboration, omni-channel customer engagement and AI/API advancements.

Conversational artificial intelligence

Artificial Intelligence (AI)

Providers will address a broad array of use cases by tapping into the potential of data-driven decision making and fully leveraging AI to support better business outcomes through enhanced CX and EX.

Mobile-first Business Communications

Growing user mobility, increasing remote/hybrid workforce, and digital natives’ preferences for mobile communications are driving demand for next-generation mobility solutions. These trends will enable providers to differentiate and boost average revenue per user (ARPU) by offering mobile PBX/ UCaaS and 5G services.

Vertical Strategies and Frontline Workers

The emergence of “productivity UC, “IoT UC, and “vertical UC” solutions will empower providers to maximize customer value, leveraging platform extensibility and IoT advancements to automate workflows, improve compliance, and address the unique requirements of underserved frontline workers.

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BEST PRACTICES RECOGNITION

Recognizing Excellence and Leadership in Information Communications Technology for 20 years

Our best practices analysis provides in-depth examination of successful strategies and tactics used by leading companies across all industries, and offers recommendations for implementation to drive performance and success

1
AVI-SPL

2023 Technology Leadership Award— Audio Video Integration Enabling Technology, Global

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2
IntelePeer

2022 Technology Innovation Leadership Award—Programmable Communications Technology, North America

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3
Logitech

2023 New Product Innovation Award—Personal Communication Devices, Global

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4
Lumen

2023 Competitive Strategy Leadership Award— VoIP Access and SIP Trunking, North America

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5
Microsoft

2022 Company of the Year Award— UCaaS, Global

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6
Pexip

2023 Customer Value Leadership Award— Video Collaboration Solutions for Judiciaries, Global

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7
SIPPIO

2023 Product Leadership Award— Cloud-connected Calling Enablement, North America

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Growth Council Think Tank Series

Technology Strategies in Global Unified Communications

Which disruptive technologies will revolutionize business communications?

Competitive Strategy in the Future of Work

Navigating hybrid work challenges to meet evolving customer needs

Technology Strategies in Global Unified Communications

Unlocking the power of APIs and CPaaS to automate mission-critical workflows

Customer Strategy in Global Integrated Enterprise Communications

Will an integrated cloud platform future-proof your communications investments?

Limiting Your Business Growth
Growth Opportunities in Global Unified Communications

Which technologies will transform meeting rooms of the future?

Growth Opportunities in Global Mobile UCaaS

Is the market ready for mobile-first business communications?

Competitive Strategy in Global Unified Communications

How to overcome competitive intensity in cloud PBX and maximize customer value?

AI
Technology Strategies in Global Unified Communications

How will AI unlock new functionalities to disrupt business communications?

Competitive Strategy in Global Cloud Communications

Is public cloud the best option for your future communications solutions?

Distribution Channel Optimisation in Global Unified Communications

Best-of-suite v/s best-of-breed communications solutions: which is right for you?

Distribution Channel Optimisation in Global Cloud and SaaS Based Communications

How to optimize service and technology strategies in a SaaS-centric future?

Growth Opportunities in Global Unified Communications and Collaboration Solutions

Does PBX feature parity still matter amid shifting customer priorities?

GROWTH COACHING

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Through growth coaching you will gain the tools necessary to develop powerful growth pipeline strategies that will fuel the future of your company.
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Unified Communications Experts

A global team that is solving some of the world’s most complex business challenges

  • Elka Popova
    Elka Popova Growth Expert
  • Alexander Michael
    Alexander Michael Growth Coach
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Exclusives

How Will AI-Powered Cloud Communications and Collaboration Catalyse Business Transformation?

The Customer Imperative to Build a Digital Communications Foundation

The world of business communications is undergoing a massive transformation driven by evolving workplaces, disruptive technologies, globalization, and shifting customer preferences. As remote, hybrid, and flexible work becomes mainstream across industries, organizations must adapt their cultures and workflows, as well as update their IT and communications capabilities to improve workforce productivity and engagement and boost customer value– Have you identified the best-fit technologies, tools, business models, and strategies to capitalize on this transformation?

Advancements in artificial intelligence (AI), programmability, cloud services, Internet of Things (IoT), and other enabling technologies are powering next-level operational efficiencies and enhanced worker and customer experiences (CX). Businesses that fail to
re-strategize and migrate to the latest communication tools will inevitably find themselves scampering for the right solutions, falling behind competitors in tomorrow’s world of “anywhere, anytime communications.”

  • Has your organization identified the right strategies to improve CX and employee experience (EX)?
  • How will you evaluate and compare enabling technologies for successful workplace transformation?
  • Do you have a framework to navigate internal and external growth challenges in this sector?

Shifting work environments are now casting the limelight on EX in the fight to attract and retain skilled workers. Increasing customer and worker digital maturity is intensifying the need to adopt modern communications and collaboration solutions to gain a competitive edge in the era of digital agility. A strong digital foundation can help organizations address other pressing concerns:

  • Maximizing equity and inclusion to capitalize on the right growth opportunities.
  • Integrating field/frontline workers with the rest of the organization.
  • Optimizing workflows with integrated business communications.

How will you adapt to changing customer value chains to differentiate your solutions portfolio?

Technology and Service Providers, Are You Ready to Capitalize on the Opportunity?

The building AI momentum in unified communication is opening innovative ways for businesses to enhance productivity and maximize operational efficiencies. This unleashes a vast array of use cases to tap into data-driven decision making to improve CX and EX. Innovative technology developers and service providers are capitalizing on these growth opportunities. The question is: How will YOU identify and implement best-fit growth processes and strategies?

As different stakeholders grapple to embrace this new environment, they face a complex landscape marred by the following barriers:

  • Macro-economic uncertainty
  • Maturing sectors and rising competitive intensity
  • Evolving regulatory and compliance mandates
  • Innovation monetization
  • Customer investments in legacy technologies

Amid these challenges, technology developers and service providers need to deliver compelling value propositions backed by robust technology roadmaps and innovative go-to-market strategies to overcome barriers to growth.

  • How will you ensure that the communication solutions you provide are secure and reliable enough to maximize customer investments?
  • What are the most important collaboration features and functionalities that your customers prioritize?
  • How do you measure the ROI on your unified communications investments?
  • What are the potential risks and challenges associated with your current solutions portfolio? Do you have a strategy in place to mitigate these?

Are You Ready to Evaluate Your Unified Communications Alignment and Transform Your Business?

To navigate evolving business ecosystems, companies across the ICT continuum must identify and overcome crucial growth barriers. The key to success is finding the right opportunities that align with your growth vision and implementing the best-fit strategies. Frost & Sullivan has six decades of experience in connecting global mega trends, emerging technologies, and new business models to drive radical growth. We help companies identify, evaluate, and prioritize best-fit opportunities that empower them to thrive through change.

Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in Unified Communications. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on the transformational growth strategies for Unified Communications.
  • Designate your company as a Company to Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Act now to thrive in the face of transformation!

Are Digital Investments Powering Effective Transformation for Your Organization?

The Customer Imperative to Keep Pace with Evolving Ecosystems

Organizations of all sizes, industries, and geographies acknowledge the importance of digital transformation in maintaining a competitive edge. However, despite substantial investments in digital technologies, businesses fail to achieve the desired outcomes. The problem lies in keeping pace with constantly evolving challenges: geopolitical chaos, shifting customer requirements, changing regulations, and profound workplace transformation.–Have you mapped your digital transformation journey to align with the mega trends impacting your ecosystem?

Organizations have already adopted a broad berth of unified communications and collaboration (UCC) applications, services, and endpoints. Further, multiple factors (e.g., hybrid work, shifting workforce demographics, and customer preferences) are driving deeper and wider UCC implementation in customer environments. Video conferencing, team messaging, and robust mobility applications are most widely adopted to keep workers and workflows connected.

  • How will you identify the right digital tools to empower your workforce and accelerate workflows?
  • What framework do you have in place to measure the return on your digital investments and their impact on your company’s KPIs?
  • How will you leverage technologies to better engage with your supplier, partner, and customer ecosystems?

As organizations continue their UCC adoption and increase usage across various solutions, they need help effectively integrating UCC capabilities with workflows. Trusted providers can help optimize deployments and progress them past the management and maintenance phases to the next level of quantifiable transformation.

Rationalizing existing investments and prioritizing new investments that are best aligned with key company challenges and objectives will be part of holistic transformation strategies for the long term.

  • What investment strategies will help you maximize resilience and boost business continuity?
  • How will you ensure that your digital transformation program can flexibly adapt to unforeseen future events?

Technology and Service Providers, Are You Ready to Become Holistic Transformation Partners?

Leading UCC platform and service providers are investing heavily in innovative technologies, including artificial intelligence (AI)-powered collaboration and API-driven workflow communications to address the future of work. Those that are not, may miss an opportunity to boost growth rates and gain a competitive advantage.

As the voice services sector matures, leading providers are focusing on delivering full-stack solutions comprising robust enterprise telephony, video meetings, team collaboration, and integrated customer experience (CX) management capabilities. Effective provider sales motions focus on top customer concerns:

  • Enabling internal collaboration to boost productivity
  • Improving CX

The widening intersection of physical spaces and technology is expanding the scope of customer decision makers and influencers. Human resources, facilities, security, and other personnel are becoming more important stakeholders for UCC providers and resellers to engage with.

  • How will you transform traditional sales engagement to capture new growth opportunities and address the requirements of a broader stakeholder ecosystem?
  • How are you leveraging innovative business models and other compelling incentives to win customer communications transformation projects?
  • How will you improve your vertical practices to enhance customer workflows and empower both desk workers and frontliners?
  • Do you have an integrations strategy in place to ensure that your communications solutions fit into holistic digital transformation programs?

Are You Ready to Evaluate Your Unified Communications Alignment and Transform Your Business?

To navigate evolving business ecosystems, companies across the ICT continuum must identify and overcome crucial growth barriers. The key to success is finding the right opportunities that align with your growth vision and implementing the best-fit strategies. Frost & Sullivan has six decades of experience in connecting global mega trends, emerging technologies, and new business models to drive radical growth. We help companies identify, evaluate, and prioritize best-fit opportunities that empower them to thrive through change.

Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in Unified Communications. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on the transformational growth strategies for Unified Communications.
  • Designate your company as a Company to Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Act now to thrive in the face of transformation!

Surmounting the Growth Gap: Next-Gen Communications Solutions to Uplift Customer Engag

In today’s fast-paced digital era, disruptive technologies, innovative business models, and volatile regulatorylandscapes are revolutionizing how enterprises communicate and collaborate. Now, unified communications andcollaboration (UCC) is undergoing a remarkable transformation driven by technology advancements in cloudservices, 5G and mobility, artificial intelligence (AI), applicationprogramming interfaces (APIs), and communications platforms-as-a-service (CPaaS). Further, with an increased focus on improving thecustomer experience (CX), contact Ucaas center-as-a-service (CCaaS)solutions are becoming a strategic priority across industries. This inturn is creating new opportunities for organizations to maximizeoperational efficiencies and build strategic differentiation by adoptingintegrated unified communications-as-a-service (UCaaS) and CCaaSsolutions — Are your teams equipped to empower businesses withintegrated UCaaS and CCaaS solutions that deliver strong benefitsand a robust ROI?

Bridging the Growth Gap in UCC
The dynamic landscape of the UCC industry presents an intriguing paradox: while the total addressable market (TAM) for UCC and related services appears vast and promising, there exists a considerable gap between the TAM and serviceable available market (SAM). This gap stems from a combination of factors like macroeconomic uncertainty, cybersecurity risks, changing compliance mandates, integration challenges with legacy technologies, and rising competitive intensity. With businesses grappling to meet their projected growth goals, there is a resistance to adopt UCaaS and CCaaS solutions despite the solid benefits these advanced technologies provide. This makes the technology provider’s task of achieving rapid growth and delivering differentiated value propositions increasingly difficult.

  • How will you bridge this gap, and what steps will you take to future-proof growth in tomorrow’s world of “anywhere, anytime communications”?
  • Which growth processes will empower your organization to overcome the limitations of your current communications portfolio?
  • How will your organization harness the power of UCaaS and CCaaS to fuel innovation and create transformative customer experiences?

Reimagining CX: Adapt to Better Serve Enterprise Customers
As digital transformation initiatives accelerate the demand for advanced communication solutions, UCC platform and services providers find themselves at a pivotal juncture. Enterprise customers increasingly require tailored solutions to boost productivity, improve CX, and foster efficient teamwork in hybrid/remote/flexible work environments to build their business 3.0 momentum. Moreover, as the use of mobile interfaces, AI, and everything-as-a-service (XaaS) business models gain prominence, providers are tasked with the challenge of continually adapting their offerings to deliver next-gen, full-stack solutions that power excellent employee and customer experiences — How will you align your technology, investment, and partnership strategies with the future of work?

At present, UCC technology and service provider success hinges on their ability to continuously identify unmet customer needs and develop innovative technologies and business models to deliver ever greater customer value.

  • Enterprises operate in diverse sectors and have unique business needs — How will you tailor your UCC and CX solution portfolios to accommodate customization for different industries?
  • Do you have a growth pipeline management framework to identify and prioritize best-fit UCaaS and CCaaS growth opportunities leveraging AI, IoT, programmability, 5G, and the Metaverse?
  • How will your team implement best practices to better serve your enterprise customers?

Business Transformation

Are You Ready to Evaluate Your Unified Communications Alignment and Transform Your Business?

To navigate evolving business ecosystems, companies across the ICT continuum must identify and overcome crucial growth barriers. The key to success is finding the right opportunities that align with your growth vision and implementing the best-fit strategies.

Frost & Sullivan has six decades of experience in connecting global mega trends, emerging technologies, and new business models to drive radical growth. We help companies identify, evaluate, and prioritize best-fit opportunities that empower them to thrive through change.

Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in Unified Communications. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on the transformational growth strategies for Unified Communications.
  • Designate your company as a Company to Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Start Your Transformation Journey Here

Unleashing the Power of Coopetition in Unified Communications and Collaboration

A revolution is underway in the Unified Communications and Collaboration (UCC) industry, propelled by advancements in programmable communications, network connectivity, cloud solutions, mixed reality (MR), and the evolution of Business 3.0. This transformative wave is ushering in monumental shifts in UCC applications for businesses – from seamlessly integrating omnichannel communication with mobile devices and enhancing customer engagement, to harnessing artificial intelligence (AI) for a more immersive user experience (UX). This in turn is driving improvements in employee productivity, enabling real-time and remote collaboration, and streamlining workflow automation. Now, the conventional UCC landscape, once confined to the static applications of voice, video, and messaging, is swiftly metamorphosing into a dynamic, AI-powered, mobility-centric ecosystem. This emerging ecosystem fosters synchronized connections across various platforms, facilitating improved customer relationship management (CRM), project management, email, and enterprise resource planning (ERP).

  • Are your teams equipped to monetize this UCC transformation?
  • How will your organization identify, compare, and implement the right UCC solutions to modernize existing workplaces?

Embracing New Realities of Next-Generation UCC
As UCC technologies and solutions become increasingly intelligent and unlock data-driven insights into user behaviour, they present new opportunities to address growth restraints in customer experience (CX) and employee experience (EX) with intelligent chatbots, virtual assistants, and predictive analytics. Against this evolving landscape, addressing the following questions can help enterprises unleash the true potential of UCC:

Collaborative Disruption: Driving Transformation in Tomorrow’s Competitor Landscape
Today, the prominence of new mobile interfaces, disruptive technologies, and ‘everything-as-a-service’ (XaaS) business models presents a paradigm shift for UCC providers. To stay competitive, they face the challenge of continuously adapting their offerings and business models to deliver cutting-edge, next-gen, full stack solutions that seamlessly integrate with legacy applications and align with the future of work. In the face of these hurdles, technology developers and service providers must craft compelling value propositions backed by robust technology roadmaps and innovative go-to-market strategies. This raises pertinent questions for UCC providers:

  • Transactional or Pure-Play Communication Platform as a Service (CPaaS) As early industry entrants, transactional CPaaS providers led the charge in embedding on-demand voice, video, and SMS services into mobile and business applications – How can industry incumbents spur innovation in consumption-based business models to retain their competitive positioning?
  • Enterprise-grade CPaaS Traditionally, enterprise-grade CPaaS providers have distinguished themselves by meeting stringent requirements and expectations of large-scale deployments with proactive customer support and a suite of professional services – Which future-proof network strategies should providers focus on to maximize the quality of services they provide?
  • Programmable Communications as Part of Broader Telco Services As more businesses incorporate CPaaS or application programming interface (API)-driven communications, traditional telecommunications, video conferencing, and UCaaS providers are being pushed to compete in the CPaaS industry and extend the value of their existing services – Which strategies will help telcos pivot with success: in-house development, partner-led solutions, or acquisition of pure-play CPaaS providers?
  • Service Provider Enablement Partners With the rapid pace of technological advancements and new business models, CSPs have the opportunity to enter the growing programmable communications landscape, but the time to develop in-house capabilities presents a major obstacle to success – How can your teams capitalize on innovations in cloud and enablement solutions to overcome this growth barrier?
  • Hybrid CPaaS Offerings By creating a secure link between on-premises platforms and cloud-based services, UCC vendors can open traditional platforms to a full range of cloud services, including CPaaS – Are your teams equipped to leverage hybrid CPaaS to your advantage?

Step into the Future: Assess Your UCC Alignment and Revolutionize Your Business
To navigate evolving business ecosystems, companies across the ICT continuum must identify and overcome crucial growth barriers. The key to success is finding the right opportunities that align with your growth vision and implementing the best-fit strategies. Frost & Sullivan has six decades of experience in connecting global mega trends, emerging technologies, and new business models to drive radical growth. We help companies identify, evaluate, and prioritize best-fit opportunities that empower them to thrive through change.

Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in the UCC continuum. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on the transformational growth strategies for unified communications.
  • Designate your company as Companies2 Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Start Your Transformation Journey Here