Vertical Market Opportunities in Unified Communications

Marketing Sizing, Growth Potential, and Global Opportunities

Global enterprise communications form a billion dollar market that includes a number of elements: IP telephony, fixed/mobile convergence, audio and video conferencing, telepresence, contact centers, and messaging of all types. Unified communications is at present a small part of this market with presence at its foundation.

This study examines the total enterprise communications market as well as that portion of it that can be truly classified as unified communications. Unified communications is growing, especially in certain key vertical market segments, so this report focuses on those verticals and provides detailed revenue forecasts for these segments for each of the key unified communications components. This report is global in perspective and focuses much attention on key vendors (equipment vendors, software vendors, and service providers) and examines their key strategies, market differentiation, and relative success in vertical markets.

What Questions Does This Report Answer?

  • How large is the global enterprise communications market and how much will it grow through 2014?
  • How large is the actual global unified communications market today and how fast will it grow through 2014?
  • What are the major drivers for unified communications?
  • What are the major obstacles to unified communications' growth?
  • Which vendors are best positioned to grow their share of the unified communications market?
  • Which regions of the world will dominate the unified communications market?
  • What are some of the technical gaps that are currently slowing unified communications' growth?
  • How fast will the managed services market for unified communications grow?
  • Which vertical markets will embrace contact centers as a part of a unified communications solution?

Who Needs This Report?

  • Product managers and VPs of Marketing for contact center equipment
  • Product managers and VPs of Marketing for IP PBX equipment
  • Product managers for desktop Unified Communications products
  • Product managers for collaboration and conferencing equipment
  • Product managers and VPs of Marketing for fixed mobile convergence products
  • Product Managers and VPs of Marketing for Unified Commuincations solutions
  • Vertical Market Managers for Unified Communications products

Table of Contents

Executive Summary: Top-Line Forecast
Executive Summary: Drivers
Executive Summary: Inhibitors
Executive Summary: Summary and Strategic Recommendations

Section 1.
Executive Summary
1.1. Scope and Methodology
1.1.1. Scope of Report
1.1.2. Methodology
1.2. Unified Communications Definition
1.3. Components of Unified Communications
1.4. Key Drivers for Success
1.5. Obstacles for Success
1.6. The Growth of Key Vertical Market Segments
1.7. Forecasts of Specific UC Markets
1.8. Technology Challenges
1.9. UC Vendor Perspectives

Section 2.
Market Issues
2.1. Defining Unified Communications
2.2. The Key Components of a Unified Communications Solution
2.2.1. Unified Messaging
2.2.2. Conferencing
2.2.3. Presence
2.2.4. Collaboration
2.2.5. Mobility
2.2.6. IP Telephony
2.2.7. Contact Center
2.3. Drivers for Unified Communications
2.3.1. Increased Productivity
2.3.2. One Number
2.3.3. A Common GUI and User Experience
2.3.4. The ROI Argument
2.3.5. Speeding up the Sales Cycle
2.3.6. Greater Customer Satisfaction
2.4. Obstacles to Overcome
2.4.1. Corporate Politics
2.4.2. The Perceived Lack of Urgency
2.4.3. Initial Cost
2.4.4. Lack of Customer Education
2.4.5. Technology Challenges
2.5. The Changing Market Landscape: Allies Become Competitors
2.6. Key Vertical Markets for Unified Communications
2.6.1. The Healthcare Market
2.6.2. The Manufacturing Market
2.6.3. The Financial Market
2.6.4. The Government Market
2.6.5. The Legal Market
2.6.6. The Services Market
2.6.7. The Education Market
2.6.8. The Hospitality Market
2.7. The SMB Market
2.8. The Impact of the Recession on Unified Communications
2.9. Mobility and Unified Communications
2.9.1. Road Warriors
2.9.2. Corridor Warriors
2.10. Unified Communications and Business Process Integration

Section 3.
Technology Issues
3.1. Security Considerations
3.2. Storage Issues
3.3. Quality of Service Issues
3.4. SIP Interoperability Issues
3.5. PBX Interoperability
3.6. Presence Challenges
3.7. Deployment of Unified Communications
3.8. Fixed Mobile Convergence Issues

Section 4.
Key Industry Players-or- Competitive Landscape
4.1. Voice Communications Vendors
4.1.1. Alcatel-Lucent
4.1.2. Avaya Inc
4.1.3. Mitel Networks Corporation
4.1.4. NEC Corporation
4.1.5. Nortel Networks
4.1.6. Polycom Inc
4.1.7. ShoreTel Inc
4.1.8. Siemens Enterprise Communications
4.1.9. Vocera
4.2. Desktop Communications Vendors
4.2.1. Google
4.2.2. IBM Corporation
4.2.3. Microsoft Corporation
4.3. Fixed Mobile Convergence Vendors
4.3.1. Agito Networks
4.3.2. DiVitas Networks
4.3.3. Nokia
4.4. Network Equipment Vendors
4.4.1. 3Com
4.4.2. Cisco Systems Inc
4.5. Managed Services Vendors
4.5.1. AT&T
4.5.2. Hewlett-Packard
4.6. Unified Communications Contact Center Vendors
4.6.1. CosmoCom
4.7. Unified Communications Tools Vendors
4.7.1. BroadSoft Inc
4.7.2. NetQoS Inc
4.7.3. Sipera Systems Inc

Section 5.
Market Forecasts
5.1. Forecast Methodology
5.1.1. The TAM for Unified Communications
5.1.2. Forecasting Key Vertical Market UC Growth
5.1.3. Economic Factors Impacting the Forecast
5.2. The Enterprise Communications Market: Prospects for Growth
5.3. The Unified Communications Market: Prospects for Growth
5.4. Fixed Mobile Convergence Vertical Market Growth Forecast
5.5. Vertical Market Growth Forecast for Contact Centers
5.6. The IP PBX Market Forecast
5.7. TDM PBX Revenue Forecast
5.8. Messaging Market Forecast
5.9. Conferencing and Collaboration Revenue Forecast
5.10. The Managed UC Services Revenue Forecast
5.11. How Unified Communications Will Grow
5.12. The Growth of Fixed Mobile Convergence as an Integral Part of Unified Communications
5.13. The Revenue Forecast for Contact Centers as Integral Parts of a Unified Communications Solution
5.14. IP PBX Unified Communications Revenue Forecast
5.15. The Dim Prospects of TDM PBX UC Revenue
5.16. Messaging UC Revenue Forecast
5.17. Conferencing and Collaboration UC Revenue Forecast
5.18. Forecast for Healthcare Unified Communications Growth
5.19. UC Growth Forecast for the Financial Sector
5.20. UC Services Revenue Forecast
5.21. Hospitality UC Revenue Forecast
5.22. UC Government Revenue Forecast
5.23. UC Manufacturing Revenue Growth Forecast
5.24. UC Revenue Forecast for Other Sectors

Section 6.
For Further Research

Section 7.
Company Directory

Section 8.
Acronyms
Scope of Study
Sources and Methodology
Notes





Tables
  • Total Enterprise Communications Market by Component, World Market, Forecast: 2008 to 2014
  • Total Unified Communications Market by Component, World Market, Forecast: 2009 to 2014
  • Fixed Mobile Convergence Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Contact Center Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • IP PBX Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • TDM PBX Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Messaging Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Conferencing and Collaboration Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Managed Unified Communications Services Revenue, World Market, Forecast: 2008 to 2014
  • Unified Communications Hardware and Software Revenue by Component, World Market, Forecast: 2008 to 2014
  • Fixed Mobile Convergence UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Contact Center UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • IP PBX UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • TDM PBX UC Revenue, World Market, Forecast: 2008 to 2014
  • Messaging UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Conferencing & Collaboration UC Revenue, World Market, Forecast: 2008 to 2014
  • Healthcare UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Finance UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Services UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Hospitality UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Government UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Manufacturing UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Other UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014

Charts
  • Revenue from Enterprise Communications' Equipment Shipped Used for Unified Communications
  • Total Enterprise Communications Market by Component, World Market, Forecast: 2008 to 2014
  • Total Unified Communications Market by Component, World Market, Forecast: 2009 to 2014
  • Fixed Mobile Convergence Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Contact Center Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • IP PBX Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • TDM PBX Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Messaging Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Conferencing & Collaboration Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Managed Unified Communications Services Revenue, World Market, Forecast: 2008 to 2014
  • Unified Communications Hardware and Software Revenue by Component, World Market, Forecast: 2008 to 2014
  • Fixed Mobile Convergence UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Contact Center UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • IP PBX UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • TDM PBX UC Revenue, World Market, Forecast: 2008 to 2014
  • Messaging UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Conferencing and Collaboration UC Revenue, World Market, Forecast: 2008 to 2014
  • Healthcare UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Finance UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Services UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Hospitality UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Government UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Manufacturing UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Other UC Revenue by Region of the World, World Market, Forecast: 2008-2014
  • Total Enterprise Communications Market by Component, World Market, Forecast: 2008 to 2014
  • Total Unified Communications Market by Component, World Market, Forecast: 2009 to 2014
  • Fixed Mobile Convergence Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Contact Center Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • IP PBX Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • TDM PBX Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Messaging Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Conferencing and Collaboration Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Managed Unified Communications Services Revenue, World Market, Forecast: 2008 to 2014
  • Unified Communications Hardware and Software Revenue by Component, World Market, Forecast: 2008 to 2014
  • Fixed Mobile Convergence UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Contact Center UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • IP PBX UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • TDM PBX UC Revenue, World Market, Forecast: 2008 to 2014
  • Messaging UC Revenue by Vertical Market, World Market, Forecast: 2008 to 2014
  • Conferencing and Collaboration UC Revenue, World Market, Forecast: 2008 to 2014
  • Healthcare UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Finance UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Services UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Hospitality UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Government UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Manufacturing UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014
  • Other UC Revenue by Region of the World, World Market, Forecast: 2008 to 2014