20 / 24
20
THE CHANNEL MANAGER’S
PLAYBOOK
By
Tara
Seals
T
he global unified communica-
tions (UC) market size is ex-
pected to reach $143.49 billion
by 2024, according to a report by
Grand View Research, largely driven
by increasing workforce mobility. The
substantial growth prospects of the
unified communications market also
can be attributed to the rapid interna-
tional expansion of organizations and
an increasing need for real-time and
efficient communication systems that
enhance the inter-organizational ex-
change of information.
The firm also said that favorable
government and institutional initiatives
worldwide supporting the introduction of
UC deployment across various industry
sectors are expected to positively impact
the market during the forecast period.
Grand View also stressed that UC allows
firms to have better operational agility,
better customer engagement and con-
nected employees – all strategic busi-
ness goals that offer a conversation for
savvy channel partners.
Some verticals are particularly
hot right now: Global Market Insights
pointed out that the government sec-
tor has witnessed increased adoption
of UC systems, especially when it
comes to public safety. These solutions
help governments to effectively deal
with emergencies and support effec-
tive crisis conferencing. The report
estimates revenue from this segment
alone to exceed $20 billion by 2023.
Rising Tide
UC integrates real-time commu-
nication services such as presence
information, telephony, conferencing,
instant messaging and so on with non-
real time services such as SMS, email
and voicemail. As such, Intense Re-
search said that the sustained growth
of the information and communica-
tions technology (ICT) market overall
is expected to enhance the growth of
UC markets, as it is generating lot of
interest in software and application
development communities as well as
enterprises. In the latter segment,
large investments in communica-
tion and collaborative technologies
Mobility to Drive Global
UC Uptake to New Heights
ri
Source: Aberdeen Group
Performance of Intelligent Contact Centers Outpace “All Others”
Source: Global Market Insights
Global UCaaS Revenue by Region
Source: MarketsandMarkets
25.00
20.00
15.00
10.00
5.00
0.00
2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023
Enterprise
Education
Government
Healthcare
Others
8.00
7.00
6.00
5.00
4.00
3.00
2.00
1.00
0.00
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
2013 2014 2015 2016 2017 2018
Middle East
& Africa
Latin America
APAC
Europe
North America
Y-o-Y
$Billion
Year-over-year percent change
14%
12%
10%
8%
6%
4%
2%
0%
-2%
12.7%
5.6%
9.9%
4.0%
8.5%
3.2%
8.3%
7.9%
5.2%
-1.8%
-1.0%
-1.1%
Annual
company
revenue
Customer
retention
Customer
lifetime value
Number of
quality SLAs
met
Improvement
in number of
customer
complaints
Improvement
in average cost
per customer
contact
Best-in-Class
All Others
haul
Source: Ericsson
North America UC Market by Delivery Method,
2013 - 2024 ($B)
Source: Grand View Research
Europe UC Market Size, by Vertical 2012 - 2023 ($B)
Source: Global Market Insights
100%
Solar electric generation
Compressed natural
gas (CNG) vehicles
Energy-efficent water
treatment technology
All-electric vehicles
Methanecapture (landfills, biosolids)
Solar hot water
Geothermal
Waste-to-energy conversion
Cogeneration
(combined heat & power)
Advanced biofuels
Smart grids/smart meters
25.00
20.00
15.00
10.00
5.00
0.00
2012 2013 2014 2015 2016 2017 2018 2019 2020
Hosted
On-premise
35.00
30.00
25.00
20.00
15.00
10.00
5.00
0.00
2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023
Enterprise
Education
Government
Healthcare
Others
31%
23%
22%
21%
19%
16%
12%
11%
11%
11%