Providers of Hosted Internet Protocol (IP) telephony and Unified Communications-as-a-Service (UCaaS) in the European market are enhancing their portfolios as well as engaging in mergers and acquisitions to gain an edge in the intensely competitive market.
Forward-looking providers are adopting a more consultative sales approach by positioning cloud communications as a critical part of digital transformation, and are embedding communications in popular third-party software to streamline workflows.
"While sophisticated, feature-rich UCaaS solutions are critical for service provider success, the future is programmable communications," said Elka Popova, Unified Communications & Collaboration Programme Director. "Providers need to deliver flexible application programming interfaces (APIs) and Communications Platforms-as-a-Service (CPaaS) to hold their own against the next wave of innovations from non-UC companies. Meanwhile, competitors that employ analytics tools to combine workflow/business app data with communications stats will be able to present clients with deeper insights into business issues such as productivity bottlenecks and business process disruptions."
Frost & Sullivan's recent analysis, European Hosted IP Telephony and UCaaS Market, Forecast to 2024, discusses important customer, competitive, and technology trends in the market. It identifies key growth opportunities and service provider success strategies, as well as offering a market size estimate and installed base and provider revenue forecasts. It also includes a provider market share and competitive position analysis.
"Given that the European market is not as fragmented as the US market, the entry barriers are high for smaller competitors that could potentially present innovative solutions," noted Popova. "The consequent feature parity in hosted IP telephony offerings compels service providers to differentiate themselves through value-added capabilities such as analytics, advanced contact centres, extensive regulatory certifications, engaging...