Stratistics MRC에 따르면 세계의 클라우드 텔레포니 서비스 시장은 2025년에 279억 5,000만 달러를 차지하고, 예측 기간 동안 CAGR은 11.2%를 나타내, 2032년까지는 587억 6,000만 달러에 이를 전망입니다.
클라우드 텔레포니 서비스는 기업이 전통적인 전화 회선이 아닌 인터넷에서 전화 및 메시징을 관리할 수 있도록 하는 통신 기술을 말합니다. 인프라를 활용하면 기업은 하드웨어 및 유지보수 비용을 줄이고 원격 근무자를 지원하며 고객과의 상호작용을 개선할 수 있습니다.
인도 텔레커뮤니케이션 규제청(TRAI)에 따르면 클라우드 서비스는 인도의 디지털 인프라 진화에 있어 매우 중요한 요소로 인식되고 있습니다.
하이브리드 워크 모델과 리모트 워크의 이용 확대
원격 워크와 하이브리드 워크로의 전환으로 클라우드 커뮤니케이션 플랫폼에 대한 요구는 급격히 증가하고 있습니다. 이를 통해 긴급 또는 폐쇄 시에도 지속적인 커뮤니케이션을 보장하여 직원의 생산성을 높일 수 있습니다. 또한, 클라우드 텔레포니를 이용하여 부서, 고객, 파트너가 세계 어디에 있어도 쉽게 커뮤니케이션을 할 수 있기 때문에 기업은 원격지의 팀을 관리하기 위해 클라우드 텔레포니를 사용하고 있습니다.
개인 정보 보호 문제 및 데이터 보안
클라우드 텔레포니에는 많은 이점이 있지만 프라이버시와 데이터 보안 문제가 여전히 큰 장애물이 되고 있습니다. 엔드의 DPDP법과 같은 엄격한 데이터 보호법은 정부, 헬스케어, 금융과 같은 규제가 엄격한 업계 기업에서는 따라야 합니다.
자동화 및 인공지능과의 통합
클라우드 텔레포니 플랫폼은 AI, 머신러닝, 자동화를 도입하여 새로운 이용 사례와 가치 제안을 개척하고 있습니다. 채팅봇, 자동 IVR 시스템, 프레디크티브 다이얼링은 생산성을 높이고 운영 경비를 줄이고 고객 만족도를 향상시킵니다.
가격 경쟁과 시장 경쟁 격화
클라우드 텔레포니 서비스 시장은 지역 및 국제 공급업체 뿐만 아니라 동등한 서비스를 제공하는 새로운 기술 기업도 가세해 점점 혼잡해지고 있습니다. gCentral, Twilio와 같은 대기업과 같은 규모와 브랜드 인지도가 없는 중소규모공급자에게는 이익률이 압박되고 있습니다.
COVID-19의 대유행으로 인해 세계 기업이 원격 워크와 하이브리드 워크 모델로 급속히 전환했기 때문에 클라우드 텔레포니 서비스의 도입이 대폭 가속화 되었습니다. 클라우드 텔레포니는 특히 건강 관리, 전자상거래, 교육, 금융 서비스 등의 부문에서 증가하는 통화량과 온라인 상호 작용에 대응하기 위해 이용되었습니다.
예측 기간 동안 인터넷 전화 프로토콜(VOIP) 분야가 최대가 될 전망
예측 기간 동안 인터넷 전화 프로토콜(VOIP) 분야가 가장 큰 시장 점유율을 차지할 것으로 예측됩니다. 포트의 수많은 정교한 기능 중 일부에 불과하며, 이들 모두가 고객 서비스와 생산성을 향상시킵니다.
예측기간 동안 고객관리관리(CRM) 분야의 CAGR이 가장 높아질 전망
예측 기간 동안 고객 관계 관리(CRM) 분야가 가장 높은 성장률을 보일 것으로 예측됩니다. 통화 분석 및 자동 추종을 통해 고객 만족도와 상담원의 생산성을 높일 수 있습니다. 또한 클라우드 전화와 CRM의 통합은 옴니채널 커뮤니케이션을 촉진하고 음성, SMS 및 전자 메일의 연속성을 보장하기 위해 고객 중심 업무를 선호하는 기업에 전략적 투자가 됩니다.
예측 기간 동안 북미가 가장 큰 시장 점유율을 차지할 것으로 예측됩니다. 이는 대규모 시장 기업의 존재, 클라우드 솔루션의 보급, 정교한 IT 인프라 등의 배경에 있습니다. 또한, 북미는 디지털 변혁을 추진하는 정부의 대처와 클라우드 기술에 대한 대규모 투자로 이 시장의 주요 지역이 되고 있습니다.
예측 기간 동안 아시아태평양이 가장 높은 CAGR을 나타낼 것으로 전망됩니다. 급속한 디지털화, 인터넷 이용 증가, 중국과 인도 등에서 클라우드 기술의 이용 확대가 이 성장의 주된 성장 촉진요인이 되고 있습니다. 클라우드 텔레포니 제공업체의 경우, 이러한 국가의 중소기업(SME) 부문은 큰 비즈니스 기회가 됩니다. 전자상거래와 디지털 고객 서비스의 성장, 디지털 인프라를 지원하는 정부의 이니셔티브가 시장 확대의 원동력이 되고 있습니다. 게다가 이 지역의 기업들은 확장성이 뛰어나고 저렴한 통신 솔루션을 요구하기 때문에 클라우드 텔레포니 서비스에 대한 수요가 높아질 것으로 예측됩니다.
According to Stratistics MRC, the Global Cloud Telephony Services Market is accounted for $27.95 billion in 2025 and is expected to reach $58.76 billion by 2032 growing at a CAGR of 11.2% during the forecast period. Cloud telephony services refer to a communication technology that allows businesses to manage phone calls and messaging over the internet rather than through traditional telephone lines. These services provide flexible and scalable voice, SMS, call routing, IVR (Interactive Voice Response), and analytics solutions; they are frequently integrated with CRM and other business tools. Utilizing cloud infrastructure allows businesses to lower hardware and maintenance costs, support remote workers, and improve customer interactions. Moreover, customer service, sales, and marketing teams especially benefit from cloud telephony since it allows them to work effectively from any location with internet access.
According to the Telecom Regulatory Authority of India (TRAI), cloud services are recognized as a pivotal component in the evolution of India's digital infrastructure. In its 2020 recommendations, TRAI proposed a light-touch regulatory framework for cloud service providers (CSPs), advocating for the establishment of an industry-led body registered under the Societies Registration Act, 1860.
Growing use of hybrid work models and remote work
The need for cloud-based communication platforms has grown dramatically as a result of the move to remote and hybrid work settings. Employees can make and receive calls using internet-connected devices owing to cloud telephony, which does away with the need for in-person presence in office settings. This adaptability guarantees continuous communication even in the event of emergencies or lockdowns and boosts worker productivity. Additionally, companies are using cloud telephony more and more to manage remote teams because it allows departments, clients, and partners to communicate easily regardless of where they are in the world.
Privacy issues and data security
Cloud telephony has many advantages, but privacy and data security issues continue to be a significant obstacle. Communication data is susceptible to cyber attacks, unauthorized access, and data breaches since it is stored and transmitted online, including call recordings, customer information, and transaction histories. Strict data protection laws like GDPR, HIPAA, and India's DPDP Act must be followed by companies in highly regulated industries like government, healthcare, and finance. Because of this, some businesses find it challenging to implement cloud telephony in the absence of robust compliance frameworks, secure hosting, and end-to-end encryption guarantees.
Integration with automation and artificial intelligence
Cloud telephony platforms are opening up new use cases and value propositions through the incorporation of AI, machine learning, and automation. Artificial intelligence (AI) is revolutionizing customer service operations through features like virtual assistants, real-time transcription, sentiment analysis, speech analytics, and intelligent call routing. Chatbots, automated IVR systems, and predictive dialing can boost productivity, lower operating expenses, and improves customer satisfaction. Furthermore, these developments are giving providers a competitive advantage while also generating new sources of income and applications tailored to particular industries.
Increasing price wars and market competition
The market for cloud phone services is getting more and more crowded with regional and international vendors as well as new tech companies that provide comparable services. Violent pricing tactics and the commoditization of essential services like VoIP calling, IVR, and call recording are the results of this fierce competition. Profit margins are thus under pressure, particularly for small and mid-sized providers that do not have the same scale or level of brand awareness as major players such as Zoom, RingCentral, or Twilio. Moreover, established providers' pricing power may be further undermined by the emergence of freemium business models and open-source phone platforms.
The COVID-19 pandemic caused businesses all over the world to quickly switch to remote and hybrid work models, which greatly accelerated the adoption of cloud telephony services. Businesses resorted to cloud-based communication tools in order to preserve smooth customer service, internal collaboration, and operational continuity after physical office infrastructures were disrupted. Cloud telephony was especially used by sectors like healthcare, e-commerce, education, and financial services to handle rising call volumes and online interaction. Additionally, the pandemic eventually changed enterprise communication preferences, making cloud telephony a crucial part of contemporary business continuity and digital transformation strategies, even though the initial spike was motivated by necessity.
The voice-over-internet protocol (VOIP) segment is expected to be the largest during the forecast period
The voice-over-internet protocol (VOIP) segment is expected to account for the largest market share during the forecast period. VoIP's cost-effectiveness, scalability, and flexibility over conventional Public Switched Telephone Networks (PSTNs) have made it the dominant technology. Video calls, voicemail-to-email, and CRM integration are just a few of the many sophisticated features it supports, all of which improve customer service and productivity. Furthermore, the need for VoIP-based cloud telephony systems across industries has been further stimulated by the expanding use of unified communications and remote work solutions.
The customer relationship management (CRM) segment is expected to have the highest CAGR during the forecast period
Over the forecast period, the customer relationship management (CRM) segment is predicted to witness the highest growth rate. Cloud telephony integration with CRM platforms has become essential as companies place a greater emphasis on efficient and personalized customer interactions. The smooth call logging, customer data retrieval, call analytics, and automated follow-ups made possible by this integration improve customer satisfaction and agent productivity. Moreover, cloud telephony-CRM integration is a strategic investment for businesses that prioritize customer-centric operations because it facilitates omnichannel communication, guaranteeing continuity across voice, SMS, and email.
During the forecast period, the North American region is expected to hold the largest market share, driven by the presence of major market players, the widespread use of cloud-based solutions, and sophisticated IT infrastructure. The area benefits from high demand for scalable and affordable communication systems from sectors like IT, BFSI, healthcare, and retail. The expansion of cloud telephony is also fueled by rising remote work trends and broad internet penetration. Additionally, North America is the leading regional player in this market worldwide owing to government initiatives promoting digital transformation and significant investments in cloud technologies.
Over the forecast period, the Asia Pacific region is anticipated to exhibit the highest CAGR. Rapid digitalization, rising internet usage, and the expanding use of cloud technologies in nations like China and India are the main drivers of this growth. For cloud telephony providers, the sizable small and medium-sized enterprise (SME) sector in these nations offers substantial opportunities. The growth of e-commerce and digital customer service, along with government initiatives supporting digital infrastructure, are driving market expansion. Furthermore, the demand for cloud telephony services is expected to rise as companies in the area look for scalable, affordable communication solutions.
Key players in the market
Some of the key players in Cloud Telephony Services Market include Cisco Systems Inc, Exotel Techcom Pvt. Ltd., Microsoft Corporation, 8x8 Inc., Vonage Holdings Corp., Dialpad Inc, Tripudio Ltd., Avoxi Inc., Nextiva Inc., Voxx International, BroadSoft Inc., Nfon AG, RingCentral Inc., Mitel Networks Corporation and Plivo Inc.
In December 2024, VOXX International Corporation announced that VOXX and Gentex Corporation have entered into a definitive agreement and plan of merger for Gentex to acquire VOXX in an all-cash transaction. Under the terms of the Merger Agreement, Gentex will acquire all of the issued and outstanding shares of VOXX common stock not already owned by Gentex for $7.50 per share, representing an aggregate enterprise value of approximately $196 million.
In November 2024, Cisco Systems, Inc. inked a 5.5-year Whole Portfolio Agreement (WPA) with MGM Resorts International, granting MGM access to Cisco's software portfolio. The portfolio includes cybersecurity, software-defined networking, WAN, digital experience assurance, and data center services. This collaboration aims to enhance the guest and employee experience across all MGM Resorts properties.
In June 2024, Microsoft Corp and Hitachi Ltd. announced projected multibillion-dollar collaboration over the next three years that will accelerate social innovation with generative AI. Through this strategic alliance, Hitachi will propel growth of the Lumada business, with a planned revenue of 2.65 trillion yen (18.9 billion USD)*1 in FY2024, and will promote operational efficiency and productivity improvements for Hitachi Group's 270,000 employees.