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Cloud Telephony Services Global Market Report 2025
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Cloud telephony services are modern communication solutions delivered via the internet, harnessing the power of cloud computing infrastructure. These services eliminate the necessity for traditional enterprise telephone systems by converting analog voice signals into digital data packets and transmitting them over the internet. This enables users to conduct calls using VoIP desk phones, softphones, or mobile applications.

The primary networks supporting cloud telephony services are public switched telephone networks (PSTNs) and voice over internet protocol (VoIP). PSTNs represent the conventional telephone networks managed by telecommunications carriers, employing circuit-switched technology for voice communication. These services offer various deployment options such as cloud and hosted solutions, catering to the needs of small, medium, and large enterprises across sectors including telecom and IT, banking, financial services and insurance (BFSIs), government, healthcare, media and entertainment, education, retail, and other industries. These solutions serve diverse purposes such as conferencing, multi-level IVR, sales and marketing, and customer relationship management (CRM) applications.

The cloud telephony services market research report is one of a series of new reports from The Business Research Company that provides cloud telephony services market statistics, including cloud telephony services industry global market size, regional shares, competitors with cloud telephony services market share, detailed cloud telephony services market segments, market trends, and opportunities, and any further data you may need to thrive in the cloud telephony services industry. This cloud telephony services market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The cloud telephony services market size has grown rapidly in recent years. It will grow from $31.88 billion in 2024 to $37.49 billion in 2025 at a compound annual growth rate (CAGR) of 17.6%. The growth in the historic period can be attributed to Increasing demand for flexible communication solutions, rise of artificial intelligence and automation, demand for real-time analytics and reporting, growth of small and medium-sized enterprises (SMES), evolution of WebRTC (web real-time communication).

The cloud telephony services market size is expected to see rapid growth in the next few years. It will grow to $71.3 billion in 2029 at a compound annual growth rate (CAGR) of 17.4%. The growth in the forecast period can be attributed to growing adoption of cloud based solutions, rising adoption of VoIP technology, increasing use of virtual phone numbers, raising demand for advanced communication services, growing mobile workforce. Major trends in the forecast period include technological innovations in voice recognition and natural language processing, expansion of e-commerce businesses, integration with collaboration tools, shift towards subscription-based models, expansion of the gig economy.

The growing adoption of virtual phone numbers is expected to drive the expansion of the cloud telephony service market in the coming years. Virtual phone numbers are telephone numbers not tied to a traditional phone line, allowing calls to be forwarded to any device or phone number the user selects. The increasing use of virtual phone numbers is largely due to the rise in remote work arrangements and the demand for more flexible communication solutions. Cloud telephony services support this trend by providing scalable and flexible communication solutions that are accessible via the internet. For example, in December 2023, the Australian Communications and Media Authority (ACMA) reported that the total number of mobile services in Australia grew from 36.8 million in 2021 to 39.6 million in 2022, marking a 7% increase. Therefore, the rising adoption of virtual phone numbers is fueling the growth of the cloud telephony service market.

Key players in the cloud telephony service market are prioritizing the expansion of their cloud phone services to new locations to cater to evolving communication needs. Cloud phone services offer flexibility by enabling users to make and receive calls from any location with an internet connection, thereby facilitating remote work setups and ensuring business continuity. These services encompass features such as call routing, voicemail transcription, and integration with other business tools, enhancing productivity and efficiency for users. For example, in June 2023, RingCentral, Inc. introduced its cloud telephony service in India, becoming the first global cloud provider to offer fully compliant cloud phone system services in the country. This initiative enables multinational organizations in India to leverage cloud phone capabilities for streamlined communication with employees, customers, and partners.

In January 2024, Dura Software expanded its presence in the telecommunications industry by acquiring Infosys Limited, a UK-based telephony technology company specializing in cloud telephony services. Through this acquisition, Dura Software aims to leverage Invosys' comprehensive suite of solutions, including connectivity and cloud offerings, intelligent call management, and routing for contact centers, to enhance its portfolio, drive growth, access new resources and expertise, and broaden its product offerings.

Major companies operating in the cloud telephony services market are Microsoft Corporation, Cisco Systems Inc., Singapore Telecommunications Limited, EPAM Systems, Inc., Zoom Video Communications Inc., Twilio Inc., Avaya Inc., RingCentral Inc., Genesys Telecommunications Laboratories Inc., Vonage Holdings Corp., Mitel Networks Corporation, Five9 Inc., 8x8 Inc., VOXX International, Freshworks Inc., Kaleyra Inc., Fuze Inc., Nextiva Inc., Redcentric plc., Jive Communications Inc., Dialpad Inc., Talkdesk Inc., Telnyx LLC, Plivo Inc., Flowroute Inc.

North America was the largest region in the cloud telephony services market in 2024. The regions covered in the cloud telephony services market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.

The countries covered in the cloud telephony services market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The cloud telephony services market consists of revenues earned by entities by providing services such as virtual phone systems, call forwarding, interactive voice response systems, and voicemail. The market value includes the value of related goods sold by the service provider or included within the service offering. The cloud telephony services market also includes sales of IP phones, analog telephone adapters (ATA), routers and switches, power over ethernet (PoE) switches, headsets and microphones. Values in this market are 'factory gate' values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

Cloud Telephony Services Global Market Report 2025 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.

This report focuses on cloud telephony services market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.

Reasons to Purchase

Where is the largest and fastest growing market for cloud telephony services ? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The cloud telephony services market global report from the Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.

The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.

Scope

Table of Contents

1. Executive Summary

2. Cloud Telephony Services Market Characteristics

3. Cloud Telephony Services Market Trends And Strategies

4. Cloud Telephony Services Market - Macro Economic Scenario Including The Impact Of Interest Rates, Inflation, Geopolitics, Covid And Recovery On The Market

5. Global Cloud Telephony Services Growth Analysis And Strategic Analysis Framework

6. Cloud Telephony Services Market Segmentation

7. Cloud Telephony Services Market Regional And Country Analysis

8. Asia-Pacific Cloud Telephony Services Market

9. China Cloud Telephony Services Market

10. India Cloud Telephony Services Market

11. Japan Cloud Telephony Services Market

12. Australia Cloud Telephony Services Market

13. Indonesia Cloud Telephony Services Market

14. South Korea Cloud Telephony Services Market

15. Western Europe Cloud Telephony Services Market

16. UK Cloud Telephony Services Market

17. Germany Cloud Telephony Services Market

18. France Cloud Telephony Services Market

19. Italy Cloud Telephony Services Market

20. Spain Cloud Telephony Services Market

21. Eastern Europe Cloud Telephony Services Market

22. Russia Cloud Telephony Services Market

23. North America Cloud Telephony Services Market

24. USA Cloud Telephony Services Market

25. Canada Cloud Telephony Services Market

26. South America Cloud Telephony Services Market

27. Brazil Cloud Telephony Services Market

28. Middle East Cloud Telephony Services Market

29. Africa Cloud Telephony Services Market

30. Cloud Telephony Services Market Competitive Landscape And Company Profiles

31. Cloud Telephony Services Market Other Major And Innovative Companies

32. Global Cloud Telephony Services Market Competitive Benchmarking And Dashboard

33. Key Mergers And Acquisitions In The Cloud Telephony Services Market

34. Recent Developments In The Cloud Telephony Services Market

35. Cloud Telephony Services Market High Potential Countries, Segments and Strategies

36. Appendix

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