Businesses are increasingly adopting Internet Protocol telephony and Unified Communications as a Service (UCaaS) solutions to increase worker productivity, improve collaboration and enhance customer experiences. That’s according to a study by Frost & Sullivan, commissioned by Claro Enterprise Solutions, which also states that UCaaS options are expanding for mid-market organizations (those with anywhere from 1,000 to 5,000 users).
“Mid-market organizations have traditionally been underserved by UCaaS providers,” said Elka Popova, the lead researcher for the Frost & Sullivan report. “This is changing, as the range of UCaaS options and technology bundles is expanding significantly. For mid-market buyers, the challenge now becomes to find the right mix of capabilities and select the right technology partner.”
UCaaS solutions were first adopted by small businesses with minimal legacy infrastructure seeking flexibility, simplicity and low costs. Larger enterprises pursuing digital transformation followed suit. While major telecommunications companies focused on the requirements of these two segments, the mid-market was largely neglected.
According to Frost & Sullivan, 82 percent of North American technology decision makers are moving or planning to move parts or all of their enterprise telephony to the Cloud by the end of 2019. Drivers of this trend include growing numbers of mobile and remote workers, a pressing need to reduce IT complexity to focus on business strategy and the increasing affordability and functionality of technology solutions.
The research demonstrates a key sales opportunity for channel partners serving mid-market customers positioned to leverage UCaaS to address increasingly sophisticated business requirements around scalability, collaboration and customer experiences in a cost-effective manner.