Channel Manager's Playbook [Volume 3: Cloud Contact Centers & UC]

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by government, telecom and IT, and
financial services sectors are leading
the way.
Grand View found that on-premises
UC solutions accounted for nearly 60
percent of the overall market share in
2015 owing to the ease of customiza-
tion and control they offer.
“Moreover, such solutions bring in
a sense of security within the organi-
zation as critical business infrastruc-
ture resides in-house curtailing on
security concerns,” the report noted.
“However, such systems require ad-
equate maintenance and well-trained
IT staff, thereby adding to their op-
erational expenses.”
Hosted unified communications
systems on the other hand accounted
for near 40 percent of the overall UC
market revenue share in 2015 and
is projected to overtake on-premises
systems over the forecast period, ac-
cording to Grand View.
This is a trend that’s echoed
by others.
“Development of cloud-based/
hosted and cloud technology systems
is expected to drive the market,” Hexa
Research noted in a recent report.
“They are easier to maintain, faster and
offers flawless scaling abilities and de-
crease capital expenditure.”
Businesses’ ongoing move to the
cloud is meanwhile driving unified
communication as a service (UCaaS).
Intense Research pointed out that after
a successful implementation of soft-
ware as a service (SaaS) for, say, CRM
purposes, many organizations are more
open to transitioning their mission-
critical communications to the same
model to capitalize on the no-capex,
pay-as-you-grow benefit of eliminating
the need for high upfront investment.
Mobility, a
Driving Factor
Increasing enterprise and work-
force mobility will be the important
factors leading the global unified com-
munications market to attain revenue
of more than $75.5 billion by 2020.
The rising penetration of smart-
phones will augment demand for
UC products, thanks to the fact that
smartphones represent the easiest
medium to use the services offered
by UC technologies. The increasing
acceptance of bring your own device
(BYOD), development of UCaaS and
growing usage of mobile devices on a
global level are expected to boost the
market growth during the next five
years, Hexa Research said.
And, even though high initial costs
for such solutions and interoperabil-
ity issues are presumed to challenge
growth (and in the U.S., ambiguous
VoIP-related regulations by the FCC
may affect the industry dynamics in
the coming years), in the globalized
corporate world, workforce mobility
has increased manifold, and UC al-
lows easy connectivity to individuals
anytime, anywhere.
Increasing usage of high speed
broadband and availability of wire-
less connectivity networks is also
expected to drive the UC market
during the forecast period, Hexa Re-
search said. Advancements of tech-
nology such as 4G and, soon, 5G are
also expected to witness substantial
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