出版：MarketsandMarkets（マーケッツアンドマーケッツ） 出版年月：2023年12月
Hosted PBX Market – Global Forecast To 2028
ホスト型PBX 市場 : オファリング (ソリューションとサービス)、用途 (ユニファイドコミュニケーションとコラボレーション、モビリティ、コンタクトセンター)、垂直型 (BFSI、小売と e コマース、製造、ヘルスケアとライフサイエンス)、地域別 – 2028年までの世界予測
Hosted PBX Market by Offering (Solution and Services), Application (Unified Communication & Collaboration, Mobility, Contact Center), Vertical (BFSI, Retail & eCommerce, Manufacturing, Healthcare & Life Sciences) and Region – Global forecast to 2028
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| 種別 | 英文調査報告書 |
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Report Overview
The hosted PBX market is estimated at USD 11.5 billion in 2023 to USD 24.9 billion by 2028, at a Compound Annual Growth Rate (CAGR) of 16.8%. The evolution of Interactive Voice Response (IVR) systems, particularly the advancement to Smart IVRs, stands as a key catalyst propelling the growth of the hosted PBX market. Unlike traditional IVRs that rely solely on Dual-Tone Multi-Frequency (DTMF) inputs, Smart IVRs integrate Speech Recognition technology, revolutionizing user interactions. The limitations of the traditional approach, marked by inflexibility and a restricted set of choices, are addressed by the more dynamic and intelligent Smart IVRs. Customers benefit from a more natural and conversational interaction, as these systems understand spoken language, allowing for a broader range of inquiries and responses. The hosted PBX market capitalizes on this shift, leveraging Smart IVRs to enhance self-service capabilities, offering a more efficient and personalized experience for users. Whether through self-service functionalities, hosted IVR solutions, or agent assisted IVR models, the versatility of these systems aligns with the diverse needs of businesses, driving the adoption of hosted PBX solutions. The reduction in customer wait times, increased automation, and improved overall user satisfaction contribute to the sustained growth and demand for hosted PBX services in the evolving telecommunications landscape.
“The managed services segment is expected to register the fastest growth rate during the forecast period.” A driving force in the hosted PBX market, Managed Services exemplify their value through continuous system monitoring. With a commitment to proactive issue detection, these services offer around-the-clock surveillance of hosted PBX systems. This vigilant approach plays a pivotal role by swiftly identifying potential issues before they escalate, thereby minimizing downtime and fortifying the reliability of the communication environment. The emphasis on constant vigilance ensures that businesses leveraging hosted PBX solutions experience an uninterrupted and dependable communication infrastructure, enhancing the overall efficiency and performance of their operational workflows. This aspect stands as a key driver behind the growing adoption of Managed Services in the dynamic landscape of the hosted PBX market.
“The BFSI segment to hold the largest market size during the forecast period.” The imperative need for real-time collaboration within the dynamic and fast-paced environments of investment banking and trading significantly propels the growth of the hosted PBX market. In these high-stakes industries, where split-second decisions can have profound implications, hosted PBX solutions play a pivotal role in fostering seamless communication. Hosted PBX systems facilitate efficient and instantaneous information exchange on trading floors and among investment teams by providing features such as instant messaging and voice collaboration. This capability not only enhances the speed and accuracy of decision-making but also contributes to financial institutions’ overall productivity and competitiveness. The demand for hosted PBX solutions is driven by the recognition that these advanced communication tools are indispensable for investment professionals who rely on real-time collaboration to navigate rapidly changing market conditions and execute strategic moves swiftly. As financial institutions increasingly prioritize agility and responsiveness, the integration of hosted PBX solutions becomes instrumental in maintaining a competitive edge in the investment banking and trading sectors.
“Asia Pacific’s highest growth rate during the forecast period.”
The proliferation of mobile-first markets across numerous countries in the Asia Pacific region stands out as a pivotal driving factor catalyzing the growth of the hosted PBX market. With a substantial portion of the population relying extensively on mobile devices, the demand for communication solutions seamlessly integrating with these platforms has surged. hosted PBX systems, attuned to the communication preferences prevalent in these mobile-first markets, emerge as a strategic and indispensable choice for businesses operating in the region. This alignment with mobile communication trends not only addresses the population’s evolving needs but also positions hosted PBX as a technology solution that resonates with the dynamic and mobile-centric nature of Asia Pacific markets. As businesses prioritize adaptability to the prevailing communication landscape, the seamless integration of hosted PBX with mobile platforms becomes a decisive driver, propelling its widespread adoption and market growth across the diverse economies of the Asia Pacific region.
Breakdown of primaries
The study contains insights from various industry experts, from solution vendors to Tier 1 companies. The break-up of the primaries is as follows:
• By Company Type: Tier 1 – 35%, Tier 2 – 45%, and Tier 3 – 20%
• By Designation: C-level –35%, D-level – 25%, and Others – 40%
• By Region: North America – 30%, Europe – 30%, Asia Pacific – 25%, Middle East & Africa – 10%, and Latin America- 5%.
The major players in the hosted PBX market AT&T (US), Verizon Communications (US), Cisco Systems (US), BT Group (US), RingCentral (US), Comcast Corporation (US), 8×8 (US), Sangoma Technologies (US), Lumen Technologies (US), Nextiva (US), Fusion Connect (US), Avaya (US), Mitel Networks (US), Lingo Telecom (US), TPx Communications (US), Telesystem (US), Ozonotel Communications (India), OneConnect (US), InterGlobe Communications (US), CloudTalk (US), Datavo (US), Nexge Technologies (US), NovoLink Communications (US), 3CX (Cpryus), AstraQom International (US). These players have adopted various growth strategies, such as partnerships, agreements and collaborations, new product launches, enhancements, and acquisitions to expand their hosted PBX market footprint.
Research Coverage
The market study covers the hosted PBX market size across different segments. It aims at estimating the market size and the growth potential across different segments, including solutions, services (professional services, managed services), by application type (unified communication and collaboration, mobility, contact center, other applications (application integration , analytics & reporting)), vertical (BFSI, IT & ITeS, telecom, retail & eCommerce, healthcare & life sciences, manufacturing, travel & hospitality, education, government & public sector, other verticals (transportation & logistics and real estate)), and Region (North America, Europe, Asia Pacific, Middle East & Africa, and Latin America). The study includes an in-depth competitive analysis of the leading market players, their company profiles, key observations related to product and business offerings, recent developments, and market strategies.
Key Benefits of Buying the Report
The report will help the market leaders/new entrants with information on the closest approximations of the global hosted PBX market’s revenue numbers and subsegments. This report will help stakeholders understand the competitive landscape and gain more insights to position their businesses better and plan suitable go-to-market strategies. Moreover, the report will provide insights for stakeholders to understand the market’s pulse and provide them with information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:
1. Analysis of key drivers (Rising demand for enterprise mobility, Advancements in VoIP technology Increasing adoption of Unified Communication as a Service (UCaaS), Shift of organizations from capital expenditure (CAPEX) model to operating expense (OPEX) model ), restraints (Security and Privacy Concerns, Compatibility and Interoperability issues), opportunities (WebRTC and 5G networks enhancing real-time communication, Upsurge in Remote Learning), and challenges (Growing concerns over Quality of Service (QoS)) influencing the growth of the hosted PBX market.
2. Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the hosted PBX market.
3. Market Development: Comprehensive information about lucrative markets – the report analyses the hosted PBX market across various regions.
4. Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the hosted PBX market.
5. Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading AT&T (US), Verizon Communications (US), Cisco Systems (US), BT Group (US), RingCentral (US), Comcast Corporation (US), 8×8 (US), Sangoma Technologies (US), Lumen Technologies (US), Nextiva (US), Fusion Connect (US), Avaya (US), Mitel Networks (US), Lingo Telecom (US), TPx Communications (US), Telesystem (US), Ozonotel Communications (India), OneConnect (US), InterGlobe Communications (US), CloudTalk (US), Datavo (US), Nexge Technologies (US), NovoLink Communications (US), 3CX (Cpryus), AstraQom International (US).
Table of Contents
1 INTRODUCTION 37
1.1 STUDY OBJECTIVES 37
1.2 MARKET DEFINITION 37
1.3 STUDY SCOPE 38
1.3.1 MARKET SEGMENTATION 38
1.3.2 REGIONS COVERED 38
1.3.3 INCLUSIONS & EXCLUSIONS 39
1.4 YEARS CONSIDERED 39
1.5 CURRENCY CONSIDERED 39
TABLE 1 USD EXCHANGE RATES, 2020–2022 40
1.6 STAKEHOLDERS 40
1.7 SUMMARY OF CHANGES 40
1.7.1 IMPACT OF RECESSION 40
2 RESEARCH METHODOLOGY 41
2.1 RESEARCH DATA 41
FIGURE 1 HOSTED PBX MARKET: RESEARCH DESIGN 41
2.1.1 SECONDARY DATA 42
2.1.2 PRIMARY DATA 42
2.1.2.1 Primary interviews with experts 42
2.1.2.2 Breakdown of primary profiles 43
FIGURE 2 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION 43
2.1.2.3 Key insights from industry experts 43
2.2 MARKET SIZE ESTIMATION 44
FIGURE 3 HOSTED PBX MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 44
2.2.1 TOP-DOWN APPROACH 44
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUE OF OFFERINGS IN HOSTED PBX MARKET 45
2.2.2 BOTTOM-UP APPROACH 45
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REGIONAL SPENDING OF HOSTED PBX MARKET 46
FIGURE 6 MARKET SIZE ESTIMATION USING BOTTOM-UP APPROACH 46
2.3 DATA TRIANGULATION 47
FIGURE 7 DATA TRIANGULATION AND MARKET BREAKUP 47
2.4 RISK ASSESSMENT 48
TABLE 2 RISK ASSESSMENT 48
2.5 RESEARCH ASSUMPTIONS 48
TABLE 3 RESEARCH ASSUMPTIONS 48
2.6 LIMITATIONS AND RISK ASSESSMENT 49
2.7 RECESSION IMPACT ANALYSIS 49
3 EXECUTIVE SUMMARY 50
FIGURE 8 HOSTED PBX MARKET TO WITNESS SIGNIFICANT GROWTH DURING FORECAST PERIOD 51
FIGURE 9 HOSTED PBX MARKET: REGIONAL SNAPSHOT 52
4 PREMIUM INSIGHTS 53
4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN HOSTED PBX MARKET 53
FIGURE 10 INCREASING DEMAND FOR ENTERPRISE MOBILITY TO DRIVE MARKET 53
4.2 SEGMENTS WITH SIGNIFICANT SHARES IN HOSTED PBX MARKET 53
FIGURE 11 HOSTED PBX MARKET: SEGMENTS WITH SIGNIFICANT GROWTH RATE IN 2023 53
4.3 HOSTED PBX MARKET, BY APPLICATION 54
FIGURE 12 UNIFIED COMMUNICATION AND COLLABORATION SEGMENT TO HOLD LARGEST MARKET SHARE IN 2023 54
4.4 HOSTED PBX MARKET, BY OFFERING 54
FIGURE 13 SERVICES SEGMENT TO ACCOUNT FOR HIGHER CAGR DURING FORECAST PERIOD 54
4.5 HOSTED PBX MARKET, BY VERTICAL 55
FIGURE 14 BFSI SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD 55
4.6 NORTH AMERICA: HOSTED PBX MARKET, OFFERING AND TOP THREE VERTICALS 55
FIGURE 15 SOLUTIONS AND BFSI SEGMENTS TO HOLD LARGEST MARKET SHARES IN 2023 55
5 MARKET OVERVIEW AND INDUSTRY TRENDS 56
5.1 INTRODUCTION 56
5.2 MARKET DYNAMICS 56
FIGURE 16 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: HOSTED PBX MARKET 57
5.2.1 DRIVERS 57
5.2.1.1 Rising demand for enterprise mobility 57
5.2.1.2 Advancements in VoIP technology 58
5.2.1.3 Increasing adoption of Unified Communication-as-a-Service (UCaaS) 58
5.2.1.4 Shift of organizations from capital expenditure (CAPEX) model to operating expense (OPEX) model 58
5.2.2 RESTRAINTS 59
5.2.2.1 Security and privacy concerns 59
5.2.2.2 Compatibility and interoperability issues 59
5.2.3 OPPORTUNITIES 60
5.2.3.1 WebRTC and 5G networks enhancing real-time communication 60
5.2.3.2 Upsurge in remote learning 60
5.2.4 CHALLENGES 60
5.2.4.1 Growing concerns over Quality of Service (QoS) 60
5.3 BRIEF HISTORY OF HOSTED PBX TECHNOLOGY 61
FIGURE 17 BRIEF HISTORY OF HOSTED PBX TECHNOLOGY 61
5.3.1 1990–2000 61
5.3.2 2001–2010 61
5.3.3 2011–2020 61
5.3.4 2021–PRESENT 62
5.4 ECOSYSTEM/MARKET MAP 62
FIGURE 18 HOSTED PBX: ECOSYSTEM 62
TABLE 4 HOSTED PBX MARKET: ECOSYSTEM 62
5.5 CASE STUDY ANALYSIS 63
5.5.1 CASE STUDY 1: BREKEKE PBX MT EDITION SIMPLIFIED MULTI-TENANCY FOR COST-EFFECTIVE CUSTOMIZED TELEPHONY 63
5.5.2 CASE STUDY 2: XORCOM’S SOLUTION HELPED IN UPGRADING ATTON EL TESORO HOTEL’S IP TELEPHONY SYSTEM 64
5.5.3 CASE STUDY 3: VIRTUALPBX 300 PLAN TRANSFORMED TSELLC’S WORK DISTRIBUTION MODEL 65
5.5.4 CASE STUDY 4: VIRTUALPBX DASH PROVIDED MIND & MILL WITH SCALABLE AND EFFICIENT PHONE SYSTEM 65
5.6 VALUE CHAIN ANALYSIS 66
FIGURE 19 HOSTED PBX MARKET: VALUE CHAIN ANALYSIS 66
5.6.1 SERVICE PROVIDERS 67
5.6.2 SOFTWARE/APPLICATION PROVIDERS 67
5.6.3 INFRASTRUCTURE PROVIDERS 67
5.6.4 CHANNEL PARTNERS 67
5.6.5 END-USE DEVICES 67
5.7 REGULATORY LANDSCAPE 67
5.7.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 67
TABLE 5 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 67
TABLE 6 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 68
TABLE 7 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 68
TABLE 8 REST OF THE WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 69
5.7.1.1 North America 69
5.7.1.1.1 US 69
5.7.1.1.2 Canada 69
5.7.1.2 Europe 69
5.7.1.2.1 Germany 70
5.7.1.2.2 UK 70
5.7.1.3 Asia Pacific 70
5.7.1.3.1 China 70
5.7.1.3.2 India 70
5.7.1.3.3 Japan 71
5.7.1.4 Middle East & Africa 71
5.7.1.4.1 UAE 71
5.7.1.4.2 KSA 71
5.7.1.5 Latin America 71
5.7.1.5.1 Brazil 71
5.7.1.5.2 Mexico 72
5.8 PATENT ANALYSIS 72
FIGURE 20 LIST OF MAJOR PATENTS 72
5.8.1 LIST OF MAJOR PATENTS 73
5.9 TECHNOLOGY ANALYSIS 76
5.9.1 KEY TECHNOLOGIES 76
5.9.1.1 Virtualization 76
5.9.1.2 VoIP 76
5.9.1.3 Cloud Computing 76
5.9.1.4 Unified Communications (UC) 76
5.9.1.5 Session Initiation Protocol (SIP) 76
5.9.2 COMPLEMENTARY TECHNOLOGIES 77
5.9.2.1 Natural Language Processing (NLP) 77
5.9.2.2 Edge Computing 77
5.9.2.3 Interactive Voice Response (IVR) 77
5.9.3 ADJACENT TECHNOLOGIES 77
5.9.3.1 5G 77
5.9.3.2 Mobility 77
5.10 PRICING ANALYSIS 78
5.10.1 AVERAGE SELLING PRICE TRENDS OF KEY PLAYERS, BY BILLING CYCLE 78
FIGURE 21 AVERAGE SELLING PRICE TRENDS OF KEY PLAYERS, BY BILLING CYCLE 78
TABLE 9 AVERAGE SELLING PRICE TRENDS OF KEY PLAYERS, BY BILLING CYCLE (USD) 78
5.10.2 INDICATIVE PRICING ANALYSIS OF KEY PLAYERS, BY FEATURE 79
TABLE 10 INDICATIVE PRICING ANALYSIS OF HOSTED PBX SOLUTIONS,
BY FEATURE (USD) 79
5.11 PORTER’S FIVE FORCES ANALYSIS 80
TABLE 11 HOSTED PBX MARKET: PORTER’S FIVE FORCES ANALYSIS 80
FIGURE 22 PORTER’S FIVE FORCES ANALYSIS 80
5.11.1 THREAT OF NEW ENTRANTS 81
5.11.2 THREAT OF SUBSTITUTES 81
5.11.3 BARGAINING POWER OF BUYERS 81
5.11.4 BARGAINING POWER OF SUPPLIERS 81
5.11.5 INTENSITY OF COMPETITIVE RIVALRY 81
5.12 TRENDS AND DISRUPTIONS IMPACTING CUSTOMER’S BUSINESS 82
FIGURE 23 TRENDS AND DISRUPTIONS IMPACTING CUSTOMER’S BUSINESS 82
5.13 KEY STAKEHOLDERS & BUYING CRITERIA 82
5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS 82
FIGURE 24 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE END USERS 83
TABLE 12 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE END USERS (%) 83
5.13.2 BUYING CRITERIA 83
FIGURE 25 KEY BUYING CRITERIA FOR TOP THREE END USERS 83
TABLE 13 KEY BUYING CRITERIA FOR TOP END USERS 84
5.14 KEY CONFERENCES & EVENTS, 2023–2024 84
TABLE 14 DETAILED LIST OF CONFERENCES & EVENTS, 2023–2024 84
5.15 BEST PRACTICES IN HOSTED PBX MARKET 85
5.15.1 NETWORK ASSESSMENT 85
5.15.2 QUALITY OF SERVICE (QOS) CONFIGURATION 85
5.15.3 SECURITY MEASURES 85
5.15.4 REDUNDANCY AND HIGH AVAILABILITY 85
5.15.5 BANDWIDTH MONITORING AND MANAGEMENT 85
5.15.6 CODEC SELECTION 85
5.15.7 REGULAR BACKUPS 86
5.15.8 EMPLOYEE TRAINING 86
5.15.9 VOIP-COMPATIBLE HARDWARE 86
5.15.10 REGULAR SYSTEM UPDATES 86
5.15.11 MONITORING AND ANALYTICS 86
5.15.12 SCALABILITY PLANNING 86
5.16 CURRENT AND EMERGING BUSINESS MODELS 86
5.16.1 SUBSCRIPTION MODEL 86
5.16.2 CONSUMPTION-BASED MODEL 86
5.16.3 TIERED MODEL 87
5.16.4 FREEMIUM MODEL 87
5.16.5 WHITE-LABEL MODEL 87
5.16.6 HYBRID AND MULTI-CLOUD MODELS 87
5.16.7 MANAGED SERVICES AND OUTSOURCING 87
5.16.8 PAY-AS-YOU-GROW 87
5.17 HOSTED PBX TOOLS, FRAMEWORKS, AND TECHNIQUES 87
5.18 FUTURE LANDSCAPE OF HOSTED PBX MARKET 88
5.18.1 SHORT-TERM ROADMAP (2023–2025) 88
5.18.2 MID-TERM ROADMAP (2026–2028) 88
5.18.3 LONG-TERM ROADMAP (2029–2030) 88
5.19 HOSTED PBX ARCHITECTURE 88
5.19.1 HOSTED PBX PROVIDER 88
5.19.2 VOIP PHONE 89
5.19.3 INTERNET 89
5.20 COMPARISON OF HOSTED PBX AND TRADITIONAL PBX 89
6 HOSTED PBX MARKET, BY OFFERING 90
6.1 INTRODUCTION 91
FIGURE 26 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 91
6.1.1 OFFERINGS: HOSTED PBX MARKET DRIVERS 91
TABLE 15 HOSTED PBX MARKET, BY SOLUTION, 2017–2022 (USD MILLION) 92
TABLE 16 HOSTED PBX MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 92
6.2 SOLUTION 92
6.2.1 NEED TO ENHANCE EFFICIENCY AND IMPROVE CUSTOMER EXPERIENCE AND ORGANIZATIONAL RESPONSIVENESS TO DRIVE MARKET 92
TABLE 17 SOLUTION: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 93
TABLE 18 SOLUTION: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 93
6.3 SERVICES 93
TABLE 19 SERVICES: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 94
TABLE 20 SERVICES: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 94
TABLE 21 HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 94
TABLE 22 HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 94
6.3.1 PROFESSIONAL SERVICES 95
TABLE 23 PROFESSIONAL SERVICES: HOSTED PBX MARKET, BY TYPE, 2017–2022 (USD MILLION) 95
TABLE 24 PROFESSIONAL SERVICES: HOSTED PBX MARKET, BY TYPE, 2023–2028 (USD MILLION) 95
TABLE 25 PROFESSIONAL SERVICES: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 95
TABLE 26 PROFESSIONAL SERVICES: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 96
6.3.1.1 Deployment & Integration 96
6.3.1.1.1 Need for seamless integration with existing hardware and software components to ensure optimal performance and security to drive market 96
TABLE 27 DEPLOYMENT & INTEGRATION: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 96
TABLE 28 DEPLOYMENT & INTEGRATION: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 97
6.3.1.2 Training, Support, and Maintenance 97
6.3.1.2.1 Need for trained staff to handle calls and systems and configure options to propel market 97
TABLE 29 TRAINING, SUPPORT, AND MAINTENANCE: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 97
TABLE 30 TRAINING, SUPPORT, AND MAINTENANCE: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 98
6.3.2 MANAGED SERVICES 98
6.3.2.1 Focus on streamlining and optimizing communication systems to fuel demand for hosted PBX managed services 98
TABLE 31 MANAGED SERVICES: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 98
TABLE 32 MANAGED SERVICES: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 99
7 HOSTED PBX MARKET, BY APPLICATION 100
7.1 INTRODUCTION 101
FIGURE 27 CONTACT CENTER SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 101
7.1.1 APPLICATIONS: HOSTED PBX MARKET DRIVERS 101
TABLE 33 HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 102
TABLE 34 HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 102
7.2 UNIFIED COMMUNICATION & COLLABORATION 102
TABLE 35 UNIFIED COMMUNICATION & COLLABORATION: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 103
TABLE 36 UNIFIED COMMUNICATION & COLLABORATION: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 103
7.2.1 REAL-TIME COMMUNICATION 103
7.2.1.1 Availability of real-time communication tools and technologies to propel market 103
7.2.2 FILE SHARING 104
7.2.2.1 Need for simplifying and enhancing collaborative efforts to drive market 104
7.2.3 REMOTE COLLABORATION 104
7.2.3.1 Increased flexibility and responsiveness of hosted PBX systems to drive its use for remote collaboration 104
7.2.4 FAX-ON-DEMAND 104
7.2.4.1 Need for rapid document exchanges and enhanced workflow to boost demand for fax-on-demand UC&C 104
7.3 MOBILITY 105
7.3.1 NEED TO ENSURE SEAMLESS COMMUNICATION ACROSS DIVERSE LOCATIONS TO BOOST DEMAND FOR HOSTED PBX SOLUTIONS 105
TABLE 37 MOBILITY: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 105
TABLE 38 MOBILITY: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 106
7.4 CONTACT CENTER 106
TABLE 39 CONTACT CENTER: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 106
TABLE 40 CONTACT CENTER: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 107
7.4.1 VIRTUAL ASSISTANCE & SUPPORT 107
7.4.1.1 Need for deploying automated systems to cater to routine customer queries and support needs to drive market 107
7.4.2 CALL ROUTING & QUEUEING 107
7.4.2.1 Need for management of incoming calls during peak hours to fuel demand for hosted PBX systems for call routing and queueing 107
7.4.3 CALL RECORDING & MONITORING 108
7.4.3.1 Need for ensuring compliance adherence, quality assurance, and dispute resolution to boost demand for hosted PBX systems for call recording and monitoring 108
7.5 OTHER APPLICATIONS 108
TABLE 41 OTHER APPLICATIONS: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 109
TABLE 42 OTHER APPLICATIONS: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 109
8 HOSTED PBX MARKET, BY VERTICAL 110
8.1 INTRODUCTION 111
FIGURE 28 HEALTHCARE & LIFE SCIENCES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 111
8.1.1 VERTICALS: HOSTED PBX MARKET DRIVERS 112
TABLE 43 HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 112
TABLE 44 HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 113
8.2 BFSI 113
8.2.1 NEED FOR IMPROVED CUSTOMER SERVICE THROUGH STREAMLINED COMMUNICATION PROCESSES AND ENHANCED OPERATIONAL EFFICIENCY AND COST SAVINGS TO DRIVE MARKET 113
8.2.2 USE CASES 114
8.2.2.1 Customer Support and Service Center 114
8.2.2.2 Multi-location Connectivity 114
TABLE 45 BFSI: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 114
TABLE 46 BFSI: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 114
8.3 MANUFACTURING 115
8.3.1 FOCUS ON IMPROVED RESOURCE PLANNING AND STREAMLINED WORKFLOW TO DRIVE MARKET 115
8.3.2 USE CASES 115
8.3.2.1 Supply Chain Coordination 115
8.3.2.2 Remote Troubleshooting 115
TABLE 47 MANUFACTURING: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 115
TABLE 48 MANUFACTURING: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 116
8.4 RETAIL & ECOMMERCE 116
8.4.1 HOSTED PBX TO SIMPLIFY COMMUNICATION PROCESSES AND ENSURE CUSTOMER INQUIRIES ARE HANDLED TIMELY AND ACCURATELY 116
8.4.2 USE CASES 117
8.4.2.1 Order Management and Support 117
8.4.2.2 Returns and Exchanges Coordination 117
TABLE 49 RETAIL & ECOMMERCE: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 117
TABLE 50 RETAIL & ECOMMERCE: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 117
8.5 HEALTHCARE & LIFE SCIENCES 118
8.5.1 NEED FOR IMPROVING PATIENT ENGAGEMENT, AUTOMATED APPOINTMENT SCHEDULING, INTELLIGENT CALL ROUTING, AND PRIORITIZATION OF EMERGENCY CALLS TO DRIVE MARKET 118
8.5.2 USE CASES 118
8.5.2.1 Automated Appointment Scheduling 118
8.5.2.2 Virtual Health Assistants 118
TABLE 51 HEALTHCARE & LIFE SCIENCES: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 118
TABLE 52 HEALTHCARE & LIFE SCIENCES: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 119
8.6 IT & ITES 119
8.6.1 SHIFT FROM TRADITIONAL, COMPLEX CONTACT CENTER SETUPS TO DIGITALIZED VOICE SOLUTIONS AND ADOPTION OF ‘WFH’ MODEL TO DRIVE MARKET 119
8.6.2 USE CASES 119
8.6.2.1 Smart Outbound Call Connectivity 119
8.6.2.2 Flexible Deployment Options 120
TABLE 53 IT & ITES: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 120
TABLE 54 IT & ITES: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 120
8.7 EDUCATION 120
8.7.1 HOSTED PBX TO ENABLE SEAMLESS BROADCASTING THROUGH CAMPUSES AND HELP ADMINISTRATORS MANAGE CONFIGURATIONS FROM ANYWHERE 120
8.7.2 USE CASES 121
8.7.2.1 Zoned Public Announcements 121
8.7.2.2 Dialing Restrictions for Classroom Phone 121
TABLE 55 EDUCATION: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 121
TABLE 56 EDUCATION: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 121
8.8 GOVERNMENT & PUBLIC SECTOR 122
8.8.1 DELIVERY OF MULTILINGUAL ANNOUNCEMENTS AND RELIABLE COMMUNICATION INFRASTRUCTURE DURING EMERGENCY SITUATIONS TO DRIVE MARKET 122
8.8.2 USE CASES 122
8.8.2.1 Secure and Reliable Communication During Disasters 122
8.8.2.2 Integration with Safety Measures and Alerts 122
TABLE 57 GOVERNMENT & PUBLIC SECTOR: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 123
TABLE 58 GOVERNMENT & PUBLIC SECTOR: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 123
8.9 TELECOM 123
8.9.1 NEED FOR COST-SAVINGS, IMPROVED VOIP TECHNOLOGY, AND SEAMLESS INTEGRATION WITH VARIOUS ENDPOINTS TO PROPEL MARKET 123
8.9.2 USE CASES 124
8.9.2.1 Competitive Total Cost of Ownership 124
8.9.2.2 Rapid Installation and Maintenance 124
TABLE 59 TELECOM: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 124
TABLE 60 TELECOM: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 124
8.10 TRAVEL & HOSPITALITY 125
8.10.1 VIRTUAL VOICE ASSISTANCE AND SEAMLESS CHECK-IN AND CHECK-OUT MECHANISMS TO FUEL DEMAND FOR HOSTED PBX 125
8.10.2 USE CASES 125
8.10.2.1 Virtual Voice Assistant for Guest Inquiries 125
8.10.2.2 Real-time Room Booking and Reservations 125
TABLE 61 TRAVEL & HOSPITALITY: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 126
TABLE 62 TRAVEL & HOSPITALITY: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 126
8.11 OTHER VERTICALS 126
8.11.1 USE CASES 127
8.11.1.1 GPS-enabled Routing and Tracking 127
8.11.1.2 Mobile Accessibility for On-the-Go Operation 127
8.11.1.3 Automated Property Updates via SMS 127
TABLE 63 OTHER VERTICALS: HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 127
TABLE 64 OTHER VERTICALS: HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 127
9 HOSTED PBX MARKET, BY REGION 128
9.1 INTRODUCTION 129
TABLE 65 HOSTED PBX MARKET, BY REGION, 2017–2022 (USD MILLION) 129
TABLE 66 HOSTED PBX MARKET, BY REGION, 2023–2028 (USD MILLION) 129
9.2 NORTH AMERICA 130
9.2.1 NORTH AMERICA: HOSTED PBX MARKET DRIVERS 130
9.2.2 NORTH AMERICA: RECESSION IMPACT 130
FIGURE 29 NORTH AMERICA: MARKET SNAPSHOT 131
TABLE 67 NORTH AMERICA: HOSTED PBX MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 131
TABLE 68 NORTH AMERICA: HOSTED PBX MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 131
TABLE 69 NORTH AMERICA: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 132
TABLE 70 NORTH AMERICA: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 132
TABLE 71 NORTH AMERICA: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 132
TABLE 72 NORTH AMERICA: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 132
TABLE 73 NORTH AMERICA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 133
TABLE 74 NORTH AMERICA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 133
TABLE 75 NORTH AMERICA: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 133
TABLE 76 NORTH AMERICA: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 133
TABLE 77 NORTH AMERICA: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 134
TABLE 78 NORTH AMERICA: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 134
9.2.3 US 135
9.2.3.1 High level of technological awareness and presence of several CSPs to drive market 135
TABLE 79 US: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 135
TABLE 80 US: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 135
TABLE 81 US: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 136
TABLE 82 US: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 136
TABLE 83 US: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 136
TABLE 84 US: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 136
TABLE 85 US: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 137
TABLE 86 US: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 137
TABLE 87 US: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 137
TABLE 88 US: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 138
9.2.4 CANADA 138
9.2.4.1 Cloud Adoption Strategy, cloud-friendly policies, burgeoning VoIP sector, and improved communication infrastructure to propel market 138
TABLE 89 CANADA: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 139
TABLE 90 CANADA: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 139
TABLE 91 CANADA: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 139
TABLE 92 CANADA: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 139
TABLE 93 CANADA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 140
TABLE 94 CANADA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 140
TABLE 95 CANADA: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 140
TABLE 96 CANADA: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 140
TABLE 97 CANADA: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 141
TABLE 98 CANADA: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 141
9.3 EUROPE 142
9.3.1 EUROPE: HOSTED PBX MARKET DRIVERS 142
9.3.2 EUROPE: RECESSION IMPACT 142
TABLE 99 EUROPE: HOSTED PBX MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 143
TABLE 100 EUROPE: HOSTED PBX MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 143
TABLE 101 EUROPE: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 143
TABLE 102 EUROPE: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 144
TABLE 103 EUROPE: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 144
TABLE 104 EUROPE: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 144
TABLE 105 EUROPE: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 144
TABLE 106 EUROPE: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 144
TABLE 107 EUROPE: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 145
TABLE 108 EUROPE: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 145
TABLE 109 EUROPE: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 145
TABLE 110 EUROPE: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 146
9.3.3 UK 146
9.3.3.1 High demand for flexible and scalable communication services and presence of major players to drive market 146
TABLE 111 UK: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 146
TABLE 112 UK: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 147
TABLE 113 UK: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 147
TABLE 114 UK: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 147
TABLE 115 UK: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 147
TABLE 116 UK: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 147
TABLE 117 UK: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 148
TABLE 118 UK: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 148
TABLE 119 UK: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 148
TABLE 120 UK: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 149
9.3.4 GERMANY 149
9.3.4.1 Strong connectivity infrastructure, shift toward remote work, and initiatives such as ‘Cloud Strategy’ to drive market 149
9.3.5 ITALY 150
9.3.5.1 Implementation of strategic initiatives and ‘Cloud-First’ policy, regulatory support, and digitalization strategies to propel market 150
TABLE 121 ITALY: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 150
TABLE 122 ITALY: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 150
TABLE 123 ITALY: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 151
TABLE 124 ITALY: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 151
TABLE 125 ITALY: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 151
TABLE 126 ITALY: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 151
TABLE 127 ITALY: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 152
TABLE 128 ITALY: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 152
TABLE 129 ITALY: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 152
TABLE 130 ITALY: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 153
9.3.6 FRANCE 153
9.3.6.1 Telecommunication initiatives, government support, and strategic investments to fuel demand for hosted PBX solutions 153
9.3.7 SPAIN 154
9.3.7.1 National Cloud Services Strategy for Public Administrations to prioritize use of cloud technologies in public administrations 154
9.3.8 REST OF EUROPE 154
9.4 ASIA PACIFIC 154
9.4.1 ASIA PACIFIC: HOSTED PBX MARKET DRIVERS 155
9.4.2 ASIA PACIFIC: RECESSION IMPACT 155
FIGURE 30 ASIA PACIFIC: MARKET SNAPSHOT 156
TABLE 131 ASIA PACIFIC: HOSTED PBX MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 157
TABLE 132 ASIA PACIFIC: HOSTED PBX MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 157
TABLE 133 ASIA PACIFIC: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 157
TABLE 134 ASIA PACIFIC: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 158
TABLE 135 ASIA PACIFIC: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 158
TABLE 136 ASIA PACIFIC: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 158
TABLE 137 ASIA PACIFIC: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 158
TABLE 138 ASIA PACIFIC: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 159
TABLE 139 ASIA PACIFIC: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 159
TABLE 140 ASIA PACIFIC: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 159
TABLE 141 ASIA PACIFIC: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 160
TABLE 142 ASIA PACIFIC: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 160
9.4.3 CHINA 161
9.4.3.1 Robust existing infrastructure, presence of many vendors, and stable economy to drive market 161
TABLE 143 CHINA: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 161
TABLE 144 CHINA: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 161
TABLE 145 CHINA: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 161
TABLE 146 CHINA: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 162
TABLE 147 CHINA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 162
TABLE 148 CHINA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 162
TABLE 149 CHINA: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 162
TABLE 150 CHINA: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 163
TABLE 151 CHINA: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 163
TABLE 152 CHINA: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 164
9.4.4 INDIA 164
9.4.4.1 Implementation of ‘Digital India’ initiative and other strategic policies to boost demand for hosted PBX solutions 164
9.4.5 JAPAN 164
9.4.5.1 Government’s focus on technological advancements and popularity of UCC solutions to propel market 164
9.4.6 AUSTRALIA & NEW ZEALAND 165
9.4.6.1 Rise in remote and hybrid work models and businesses prioritizing collaborative technologies to drive market 165
9.4.7 SOUTH KOREA 165
9.4.7.1 Presence of tech giants and investment from major companies to fuel demand for hosted PBX solutions 165
9.4.8 SOUTHEAST ASIA 166
9.4.8.1 Focus on digital transformation, cloud adoption, and improvement of government ICT infrastructure to drive market 166
9.4.9 REST OF ASIA PACIFIC 166
9.5 MIDDLE EAST & AFRICA 166
9.5.1 MIDDLE EAST & AFRICA: HOSTED PBX MARKET DRIVERS 167
9.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT 167
TABLE 153 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 167
TABLE 154 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 167
TABLE 155 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 168
TABLE 156 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 168
TABLE 157 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 168
TABLE 158 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 168
TABLE 159 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 169
TABLE 160 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 169
TABLE 161 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 169
TABLE 162 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 169
TABLE 163 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 170
TABLE 164 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 170
9.5.3 GCC COUNTRIES 171
TABLE 165 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 171
TABLE 166 MIDDLE EAST & AFRICA: HOSTED PBX MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 171
9.5.3.1 UAE 172
9.5.3.1.1 Expansion of cloud infrastructure and shift to VoIP to drive market 172
9.5.3.2 KSA 172
9.5.3.2.1 Supportive regulatory frameworks and implementation of ‘CCRF and Beem’ initiatives to propel market 172
TABLE 167 KSA: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 172
TABLE 168 KSA: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 173
TABLE 169 KSA: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 173
TABLE 170 KSA: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 173
TABLE 171 KSA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 173
TABLE 172 KSA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 173
TABLE 173 KSA: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 174
TABLE 174 KSA: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 174
TABLE 175 KSA: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 174
TABLE 176 KSA: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 175
9.5.3.3 Rest of GCC Countries 175
9.5.4 SOUTH AFRICA 175
9.5.4.1 Advancements in cloud and developments by major players to fuel demand for hosted PBX solutions 175
9.5.5 REST OF MIDDLE EAST & AFRICA 176
9.6 LATIN AMERICA 176
9.6.1 LATIN AMERICA: HOSTED PBX MARKET DRIVERS 177
9.6.2 LATIN AMERICA: RECESSION IMPACT 177
TABLE 177 LATIN AMERICA: HOSTED PBX MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 177
TABLE 178 LATIN AMERICA: HOSTED PBX MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 177
TABLE 179 LATIN AMERICA: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 178
TABLE 180 LATIN AMERICA: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 178
TABLE 181 LATIN AMERICA: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 178
TABLE 182 LATIN AMERICA: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 178
TABLE 183 LATIN AMERICA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 179
TABLE 184 LATIN AMERICA: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 179
TABLE 185 LATIN AMERICA: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 179
TABLE 186 LATIN AMERICA: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 179
TABLE 187 LATIN AMERICA: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 180
TABLE 188 LATIN AMERICA: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 180
9.6.3 BRAZIL 181
9.6.3.1 Rising spending on IT & telecommunications sector and focus on ‘National Strategy for Connected Schools’ to drive market 181
TABLE 189 BRAZIL: HOSTED PBX MARKET, BY OFFERING, 2017–2022 (USD MILLION) 181
TABLE 190 BRAZIL: HOSTED PBX MARKET, BY OFFERING, 2023–2028 (USD MILLION) 181
TABLE 191 BRAZIL: HOSTED PBX MARKET, BY SERVICE, 2017–2022 (USD MILLION) 181
TABLE 192 BRAZIL: HOSTED PBX MARKET, BY SERVICE, 2023–2028 (USD MILLION) 182
TABLE 193 BRAZIL: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 182
TABLE 194 BRAZIL: HOSTED PBX MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 182
TABLE 195 BRAZIL: HOSTED PBX MARKET, BY APPLICATION, 2017–2022 (USD MILLION) 182
TABLE 196 BRAZIL: HOSTED PBX MARKET, BY APPLICATION, 2023–2028 (USD MILLION) 183
TABLE 197 BRAZIL: HOSTED PBX MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 183
TABLE 198 BRAZIL: HOSTED PBX MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 183
9.6.4 MEXICO 184
9.6.4.1 Improved connectivity and government’s collaboration with major players to fuel demand for hosted PBX market 184
9.6.5 REST OF LATIN AMERICA 184
10 COMPETITIVE LANDSCAPE 185
10.1 INTRODUCTION 185
10.2 KEY PLAYER STRATEGIES/RIGHT TO WIN 185
10.2.1 OVERVIEW OF STRATEGIES ADOPTED BY KEY HOSTED PBX PROVIDERS 185
10.3 REVENUE ANALYSIS 187
FIGURE 31 HISTORICAL REVENUE ANALYSIS OF KEY PLAYERS, 2020–2022 (USD BILLION) 187
10.4 MARKET SHARE ANALYSIS 188
FIGURE 32 HOSTED PBX MARKET SHARE ANALYSIS, 2022 188
TABLE 199 HOSTED PBX MARKET: DEGREE OF COMPETITION 188
10.5 COMPANY EVALUATION MATRIX 189
10.5.1 STARS 189
10.5.2 EMERGING LEADERS 189
10.5.3 PERVASIVE PLAYERS 189
10.5.4 PARTICIPANTS 189
FIGURE 33 HOSTED PBX MARKET: COMPANY EVALUATION MATRIX FOR KEY PLAYERS, 2022 190
10.5.5 COMPANY FOOTPRINT 190
TABLE 200 OVERALL COMPANY FOOTPRINT 190
TABLE 201 OFFERING FOOTPRINT 191
TABLE 202 APPLICATION FOOTPRINT 192
TABLE 203 REGION FOOTPRINT 192
10.6 START-UP/SME EVALUATION MATRIX 193
10.6.1 PROGRESSIVE COMPANIES 193
10.6.2 RESPONSIVE COMPANIES 193
10.6.3 DYNAMIC COMPANIES 193
10.6.4 STARTING BLOCKS 193
FIGURE 34 HOSTED PBX MARKET: COMPANY EVALUATION MATRIX FOR START-UPS/SMES, 2022 194
10.6.5 COMPETITIVE BENCHMARKING 195
TABLE 204 DETAILED LIST OF START-UPS/SMES 195
TABLE 205 COMPETITIVE BENCHMARKING OF START-UPS/SMES 196
TABLE 206 COMPETITIVE BENCHMARKING OF KEY PLAYERS 196
10.7 COMPETITIVE SCENARIO AND TRENDS 197
10.7.1 PRODUCT LAUNCHES 197
TABLE 207 HOSTED PBX MARKET: PRODUCT LAUNCHES, JANUARY 2021–DECEMBER 2023 197
10.7.2 DEALS 198
TABLE 208 HOSTED PBX MARKET: DEALS, JANUARY 2021–SEPTEMBER 2023 198
10.8 HOSTED PBX PRODUCT BENCHMARKING 200
10.8.1 PROMINENT HOSTED PBX 200
TABLE 209 COMPARATIVE ANALYSIS OF PROMINENT HOSTED PBX VENDORS 200
10.8.1.1 AT&T Office@Hand 201
10.8.1.2 RingCentral Cloud PBX Phone system 201
10.8.1.3 3CX Phone System 201
10.8.1.4 Nextiva Cloud PBX 201
10.9 VALUATION AND FINANCIAL METRICS OF KEY HOSTED PBX PROVIDERS 201
FIGURE 35 VALUATION AND FINANCIAL METRICS OF KEY HOSTED PBX VENDORS 201
11 COMPANY PROFILES 202
(Business overview, Products/Services/Solutions offered, Recent Developments, MNM view)*
11.1 KEY PLAYERS 202
11.1.1 AT&T INC 202
TABLE 210 AT&T INC: COMPANY OVERVIEW 202
FIGURE 36 AT&T INC: COMPANY SNAPSHOT 203
TABLE 211 AT&T INC: PRODUCTS/SOLUTIONS/SERVICES OFFERED 203
TABLE 212 AT&T INC: DEALS 204
11.1.2 VERIZON COMMUNICATIONS INC. 205
TABLE 213 VERIZON COMMUNICATIONS INC.: COMPANY OVERVIEW 205
FIGURE 37 VERIZON COMMUNICATIONS INC.: COMPANY SNAPSHOT 206
TABLE 214 VERIZON COMMUNICATIONS INC.: PRODUCTS/SOLUTIONS/SERVICES OFFERED 206
TABLE 215 VERIZON COMMUNICATIONS INC.: DEALS 206
11.1.3 CISCO SYSTEMS INC 208
TABLE 216 CISCO SYSTEMS INC: COMPANY OVERVIEW 208
FIGURE 38 CISCO SYSTEMS INC: COMPANY SNAPSHOT 209
TABLE 217 CISCO SYSTEMS INC: PRODUCTS/SOLUTIONS/SERVICES OFFERED 209
TABLE 218 CISCO SYSTEMS INC: PRODUCT LAUNCHES/UPDATES 210
TABLE 219 CISCO SYSTEMS INC: DEALS 210
11.1.4 BT GROUP 212
TABLE 220 BT GROUP: COMPANY OVERVIEW 212
FIGURE 39 BT GROUP: COMPANY SNAPSHOT 213
TABLE 221 BT GROUP: PRODUCTS/SOLUTIONS/SERVICES OFFERED 213
TABLE 222 BT GROUP: PRODUCT LAUNCHES/UPDATES 214
TABLE 223 BT GROUP: DEALS 214
11.1.5 RINGCENTRAL, INC. 215
TABLE 224 RINGCENTRAL, INC.: COMPANY OVERVIEW 215
FIGURE 40 RINGCENTRAL, INC.: COMPANY SNAPSHOT 215
TABLE 225 RINGCENTRAL, INC.: PRODUCTS/SOLUTIONS/SERVICES OFFERED 216
TABLE 226 RINGCENTRAL, INC.: PRODUCT LAUNCHES/UPDATES 216
TABLE 227 RINGCENTRAL, INC.: DEALS 217
11.1.6 COMCAST CORPORATION 219
TABLE 228 COMCAST CORPORATION: COMPANY OVERVIEW 219
FIGURE 41 COMCAST CORPORATION: COMPANY SNAPSHOT 220
TABLE 229 COMCAST CORPORATION: PRODUCTS/SOLUTIONS/SERVICES OFFERED 220
TABLE 230 COMCAST CORPORATION: DEALS 221
11.1.7 8X8, INC. 222
TABLE 231 8X8, INC.: COMPANY OVERVIEW 222
FIGURE 42 8X8, INC.: COMPANY SNAPSHOT 223
TABLE 232 8X8, INC.: PRODUCTS/SOLUTIONS/SERVICES OFFERED 223
TABLE 233 8X8, INC.: DEALS 224
11.1.8 SANGOMA TECHNOLOGIES CORPORATION 225
TABLE 234 SANGOMA TECHNOLOGIES CORPORATION: COMPANY OVERVIEW 225
FIGURE 43 SANGOMA TECHNOLOGIES CORPORATION: COMPANY SNAPSHOT 226
TABLE 235 SANGOMA TECHNOLOGIES CORPORATION: PRODUCTS/SOLUTIONS/SERVICES OFFERED 226
TABLE 236 SANGOMA TECHNOLOGIES CORPORATION: DEALS 227
11.1.9 LUMEN TECHNOLOGIES 228
TABLE 237 LUMEN TECHNOLOGIES: COMPANY OVERVIEW 228
FIGURE 44 LUMEN TECHNOLOGIES: COMPANY SNAPSHOT 228
TABLE 238 LUMEN TECHNOLOGIES: PRODUCTS/SOLUTIONS/SERVICES OFFERED 229
TABLE 239 LUMEN TECHNOLOGIES: DEALS 230
11.1.10 NEXTIVA, INC. 231
11.1.11 FUSION CONNECT, INC. 232
11.1.12 AVAYA 233
11.1.13 MITEL NETWORKS CORPORATION 234
11.1.14 TPX COMMUNICATIONS 235
11.1.15 TELESYSTEM 236
11.2 START-UPS/SMES 237
11.2.1 OZONETEL COMMUNICATIONS 237
11.2.2 LINGO TELECOM, LLC 238
11.2.3 ONECONNECT 239
11.2.4 INTERGLOBE COMMUNICATIONS, INC. 240
11.2.5 CLOUDTALK 241
11.2.6 DATAVO 242
11.2.7 NEXGE TECHNOLOGIES 243
11.2.8 NOVOLINK COMMUNICATIONS, INC. 244
11.2.9 3CX 245
11.2.10 ASTRAQOM 246
*Details on Business overview, Products/Services/Solutions offered, Recent Developments, MNM view might not be captured in case of unlisted companies.
12 ADJACENT MARKETS 247
12.1 INTRODUCTION TO ADJACENT MARKETS 247
12.1.1 UNIFIED COMMUNICATION AND COLLABORATION MARKET 247
12.1.1.1 Market definition 247
12.1.1.2 Market overview 247
12.1.1.3 Unified Communication and Collaboration market, by component 247
TABLE 240 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY COMPONENT, 2017–2021 (USD MILLION) 248
TABLE 241 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 248
TABLE 242 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY TYPE, 2017–2021 (USD MILLION) 248
TABLE 243 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY TYPE, 2022–2027 (USD MILLION) 248
TABLE 244 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY SERVICE, 2017–2021 (USD MILLION) 249
TABLE 245 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY SERVICE, 2022–2027 (USD MILLION) 249
12.1.1.4 Unified Communication and Collaboration market, by deployment mode 249
TABLE 246 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY DEPLOYMENT MODE, 2017–2021 (USD MILLION) 249
TABLE 247 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 250
12.1.1.5 Unified Communication and Collaboration market, by vertical 250
TABLE 248 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY VERTICAL, 2017–2021 (USD MILLION) 250
TABLE 249 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 251
12.1.1.6 Unified Communication and Collaboration market, by region 251
TABLE 250 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY REGION, 2017–2021 (USD MILLION) 251
TABLE 251 UNIFIED COMMUNICATION AND COLLABORATION MARKET, BY REGION, 2022–2027 (USD MILLION) 252
12.1.2 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET 252
12.1.2.1 Market overview 252
12.1.2.2 Communication platform-as-a-service market, by component 252
TABLE 252 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY COMPONENT, 2018–2021 (USD MILLION) 253
TABLE 253 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 253
TABLE 254 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY SERVICE, 2018–2021 (USD MILLION) 253
TABLE 255 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY SERVICE, 2022–2027 (USD MILLION) 253
12.1.2.3 Communication platform-as-a-service market, by vertical 254
TABLE 256 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY VERTICAL, 2018–2021 (USD MILLION) 254
TABLE 257 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 254
12.1.2.4 Communication platform-as-a-service market, by region 255
TABLE 258 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY REGION, 2018–2021 (USD MILLION) 255
TABLE 259 COMMUNICATION PLATFORM-AS-A-SERVICE MARKET, BY REGION, 2022–2027 (USD MILLION) 255
13 APPENDIX 256
13.1 DISCUSSION GUIDE 256
13.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 259
13.3 CUSTOMIZATION OPTIONS 261
13.4 RELATED REPORTS 261
13.5 AUTHOR DETAILS 262