세계의 호스트형 PBX 시장 : 제공 제품별(솔루션, 서비스), 용도별(통합 커뮤니케이션 협업, 모빌리티, 컨택센터), 산업별(은행/금융서비스/보험(BFSI), 소매 및 전자상거래, 제조, 헬스케어 및 생명과학), 지역별(-2028년) 예측
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
상품코드:1408621
리서치사:MarketsandMarkets
발행일:2023년 12월
페이지 정보:영문 254 Pages
라이선스 & 가격 (부가세 별도)
ㅁ Add-on 가능: 고객의 요청에 따라 일정한 범위 내에서 Customization이 가능합니다. 자세한 사항은 문의해 주시기 바랍니다.
한글목차
조사 범위
조사 대상년도
2017년-2028년
기준년도
2022년
예측 기간
2023년-2028년
단위
금액(10억 달러)
부문별
제품별, 용도별, 업종별, 지역별
대상 지역
북미, 유럽, 아시아태평양, 중동/아프리카, 라틴아메리카
호스트형 PBX 시장 규모는 2023년 115억 달러, 2028년 249억 달러에 달하고, 연평균 16.8%의 성장률을 보일 것으로 예상됩니다.
음성 자동응답(IVR) 시스템의 진화, 특히 스마트 IVR로의 진화는 호스트형 PBX 시장의 성장을 가속하는 중요한 동인이 되고 있습니다. 음성인식 기술을 통합하고 있어 사용자들과의 대화에 혁명을 불러일으키고 있습니다. 유연성이 부족하고 선택의 폭이 제한적이었던 기존 접근 방식의 한계는 보다 역동적이고 지능적인 스마트 IVR을 통해 해결됩니다. 이러한 시스템은 구어를 이해하므로 고객은 보다 자연스럽고 대화에 가까운 상호 작용의 이점을 누릴 수 있으며, 보다 광범위한 문의와 응답을 할 수 있습니다. 호스트형 PBX 시장은 이러한 변화를 활용하여 스마트 IVR을 활용하여 셀프 서비스 기능을 강화함으로써 사용자에게 보다 효율적이고 개인화된 경험을 제공합니다. 셀프서비스 기능, 호스트형 IVR 솔루션, 상담원 지원형 IVR 모델 등 다양한 시스템들이 기업의 다양한 니즈에 부합하며 호스트형 PBX 솔루션의 채택을 촉진하고 있습니다. 고객 대기 시간 단축, 자동화 발전, 전반적인 사용자 만족도 향상은 진화하는 통신 환경에서 호스트형 PBX 서비스의 지속적인 성장과 수요에 기여하고 있습니다.
"매니지드 서비스 분야는 예측 기간 동안 가장 빠른 성장률을 나타낼 것으로 예상됩니다. 호스팅된 PBX 시장을 주도하고 있는 매니지드 서비스는 지속적인 시스템 모니터링을 통해 그 가치를 입증하고 있습니다. 사전 예방적 문제 감지 기능을 제공하는 이러한 서비스는 호스트형 PBX 시스템을 24시간 내내 모니터링합니다. 이러한 선제적 접근 방식은 잠재적인 문제가 심각해지기 전에 신속하게 파악하여 다운타임을 최소화하고 통신 환경의 안정성을 높이는 데 매우 중요한 역할을 합니다. 이러한 지속적인 경계 태세를 통해 호스팅된 PBX 솔루션을 사용하는 기업은 중단 없이 안정적인 통신 인프라를 확보할 수 있으며, 업무 워크플로우의 전반적인 효율성과 성능을 향상시킬 수 있습니다. 이러한 점은 호스팅된 PBX 시장의 역동적인 상황에서 매니지드 서비스 도입이 확대되는 주요 요인이 되고 있습니다.
예측 기간 동안 가장 큰 시장 규모를 유지할 것으로 예상되는 부문은 BFSI 부문입니다. 투자은행 및 트레이딩과 같은 역동적이고 빠르게 변화하는 환경에서는 실시간 협업이 필수적이며, 이는 호스트형 PBX 시장의 성장에 큰 영향을 미치고 있습니다. 순간적인 판단이 중요한 영향을 미치는 이들 산업에서 호스팅된 PBX 솔루션은 원활한 커뮤니케이션을 촉진하는 데 있어 매우 중요한 역할을 합니다.
호스트형 PBX 시장의 성장을 가속하는 매우 중요한 원동력은 아시아태평양의 많은 국가에서 모바일 퍼스트(Mobile First) 시장이 확산되고 있다는 점입니다. 인구의 상당 부분이 모바일 기기에 의존하고 있기 때문에 이러한 플랫폼과 원활하게 통합되는 통신 솔루션에 대한 수요가 급증하고 있습니다. 이러한 모바일 퍼스트 시장의 통신 선호도에 부합하는 호스트형 PBX 시스템은 이 지역에서 사업을 영위하는 기업들에게 전략적이고 필수적인 선택이 되고 있습니다.
이 보고서는 세계의 호스트형 PBX 시장을 조사했으며, 제공 제품별/용도 유형별/산업별/지역별 동향과 시장 진출기업 프로파일 등을 정리하여 전해드립니다.
목차
제1장 서론
제2장 조사 방법
제3장 주요 요약
제4장 프리미엄 인사이트
제5장 시장 개요와 업계 동향
서론
시장 역학
호스트형 PBX 기술 약력
생태계/시장 맵
사례 연구 분석
밸류체인 분석
규제 상황
특허 분석
기술 분석
가격 분석
Porter의 Five Forces 분석
고객의 비즈니스에 영향을 미치는 동향과 혼란
주요 이해관계자와 구입 기준
2023년부터 2024년 주요 컨퍼런스 및 이벤트
호스트형 PBX 시장의 베스트 프랙티스
현재 및 새로운 비즈니스 모델
호스트형 PBX 툴, 프레임워크 및 기술
호스트형 PBX 시장의 향후 상황
호스트형 PBX 아키텍처
호스트형 PBX와 기존 PBX 비교
제6장 호스트형 PBX 시장, 제공 제품별
서론
솔루션
서비스
제7장 호스트형 PBX 시장, 용도별
서론
통합 커뮤니케이션 및 협업
모빌리티
컨택센터
기타
제8장 호스트형 PBX 시장, 업계별
서론
은행/금융서비스/보험(BFSI)
제조
소매 및 E-Commerce
헬스케어 및 생명과학
IT/ITES
교육
정부 및 공공 부문
통신
여행 및 호스피탈리티
기타
제9장 호스트형 PBX 시장, 지역별
서론
북미
유럽
아시아태평양
중동 및 아프리카
라틴아메리카
제10장 경쟁 구도
서론
주요 시장 진출기업의 전략/비책
매출 분석
시장 점유율 분석
기업 평가 매트릭스
신규 기업/중소기업 평가 매트릭스
경쟁 시나리오와 동향
호스트형 PBX 제품 벤치마킹
주요 호스트형 PBX 프로바이더 평가와 재무 지표
제11장 기업 개요
주요 시장 진출기업
AT&T INC
VERIZON COMMUNICATIONS INC.
CISCO SYSTEMS INC
BT GROUP
RINGCENTRAL, INC.
COMCAST CORPORATION
8X8, INC.
SANGOMA TECHNOLOGIES CORPORATION
LUMEN TECHNOLOGIES
NEXTIVA, INC.
FUSION CONNECT, INC.
AVAYA
MITEL NETWORKS CORPORATION
TPX COMMUNICATIONS
TELESYSTEM
스타트업/중소기업
OZONETEL COMMUNICATIONS
LINGO TELECOM, LLC
ONECONNECT
INTERGLOBE COMMUNICATIONS, INC.
CLOUDTALK
DATAVO
NEXGE TECHNOLOGIES
NOVOLINK COMMUNICATIONS, INC.
3CX
ASTRAQOM
제12장 인접 시장
제13장 부록
LSH
영문 목차
영문목차
Report Description
Scope of the Report
Years Considered for the Study
2017-2028
Base Year
2022
Forecast Period
2023-2028
Units Considered
Value (USD) Billion
Segments
By offering, application type, vertical, and region
Regions covered
North America, Europe, Asia Pacific, Middle East & Africa, and Latin America.
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), 8x8 (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), 8x8 (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
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.3 STUDY SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 REGIONS COVERED
1.3.3 INCLUSIONS & EXCLUSIONS
1.4 YEARS CONSIDERED
1.5 CURRENCY CONSIDERED
TABLE 1 USD EXCHANGE RATES, 2020-2022
1.6 STAKEHOLDERS
1.7 SUMMARY OF CHANGES
1.7.1 IMPACT OF RECESSION
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 1 HOSTED PBX MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
2.1.2.1 Primary interviews with experts
2.1.2.2 Breakdown of primary profiles
FIGURE 2 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.3 Key insights from industry experts
2.2 MARKET SIZE ESTIMATION
FIGURE 3 HOSTED PBX MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.2.1 TOP-DOWN APPROACH
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY SIDE): REVENUE OF OFFERINGS IN HOSTED PBX MARKET
7.4.1.1 Need for deploying automated systems to cater to routine customer queries and support needs to drive market
7.4.2 CALL ROUTING & QUEUEING
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
7.4.3 CALL RECORDING & MONITORING
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
7.5 OTHER APPLICATIONS
TABLE 41 OTHER APPLICATIONS: HOSTED PBX MARKET, BY REGION, 2017-2022 (USD MILLION)
TABLE 42 OTHER APPLICATIONS: HOSTED PBX MARKET, BY REGION, 2023-2028 (USD MILLION)
8 HOSTED PBX MARKET, BY VERTICAL
8.1 INTRODUCTION
FIGURE 28 HEALTHCARE & LIFE SCIENCES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
8.1.1 VERTICALS: HOSTED PBX MARKET DRIVERS
TABLE 43 HOSTED PBX MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
TABLE 44 HOSTED PBX MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
8.2 BFSI
8.2.1 NEED FOR IMPROVED CUSTOMER SERVICE THROUGH STREAMLINED COMMUNICATION PROCESSES AND ENHANCED OPERATIONAL EFFICIENCY AND COST SAVINGS TO DRIVE MARKET
8.5.1 NEED FOR IMPROVING PATIENT ENGAGEMENT, AUTOMATED APPOINTMENT SCHEDULING, INTELLIGENT CALL ROUTING, AND PRIORITIZATION OF EMERGENCY CALLS TO DRIVE MARKET
8.5.2 USE CASES
8.5.2.1 Automated Appointment Scheduling
8.5.2.2 Virtual Health Assistants
TABLE 51 HEALTHCARE & LIFE SCIENCES: HOSTED PBX MARKET, BY REGION, 2017-2022 (USD MILLION)
TABLE 52 HEALTHCARE & LIFE SCIENCES: HOSTED PBX MARKET, BY REGION, 2023-2028 (USD MILLION)
8.6 IT & ITES
8.6.1 SHIFT FROM TRADITIONAL, COMPLEX CONTACT CENTER SETUPS TO DIGITALIZED VOICE SOLUTIONS AND ADOPTION OF 'WFH' MODEL TO DRIVE MARKET
8.6.2 USE CASES
8.6.2.1 Smart Outbound Call Connectivity
8.6.2.2 Flexible Deployment Options
TABLE 53 IT & ITES: HOSTED PBX MARKET, BY REGION, 2017-2022 (USD MILLION)
TABLE 54 IT & ITES: HOSTED PBX MARKET, BY REGION, 2023-2028 (USD MILLION)
8.7 EDUCATION
8.7.1 HOSTED PBX TO ENABLE SEAMLESS BROADCASTING THROUGH CAMPUSES AND HELP ADMINISTRATORS MANAGE CONFIGURATIONS FROM ANYWHERE
