North American Enterprise Telephony Implementation and Management Services Market Advancements in Internet Protocol (IP)Technology Spark Interest in

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1 North American Enterprise Telephony Implementation and Management Services Market Advancements in Internet Protocol (IP)Technology Spark Interest in Managed Services December 2011

2 Contents Section Slide Numbers Executive Summary 8 Executive Summary 9 Market Engineering Measurements 11 CEO s Perspective 13 Market Overview 14 Definitions 15 Key Questions This Study Will Answer 22 Segmentation by Country 23 Segmentation by Service Type 24 Segmentation by Business Size 25 Segmentation by Business Size Discussion 26 Distribution Channels 27 Distribution Channels Discussion 28 External Challenges: Drivers and Restraints Total Market 29 Drivers Impact and Duration 30 3

3 Contents Section Slide Numbers Drivers Explanation 31 Restraints Impact and Duration 36 Restraints Explanation 37 Forecasts and Trends Total Market 41 Market Engineering Measurements 42 Forecast Assumptions 44 Total Enterprise Telephony Implementation and Management Services Market Revenue Forecast Revenue Forecast Discussion 47 Total Enterprise Telephony Implementation and Management Services Market Percent Revenue Forecast by Service Type Demand Analysis Total Market 49 Degree of Influence 50 Users of Managed Services 51 Non-Users of Managed Services 52 Perceived Managed Services Benefits 53 Perceived Managed Services Disadvantages

4 Contents Section Slide Numbers Market Share and Competitive Analysis Total Market 55 Market Share 56 Competitive Environment 57 Top Competitors SWOT Analysis 58 Competitive Factors and Assessment 59 AT&T Profile 60 Arrow S3 (Shared Technologies) Profile 62 Avaya, Inc. Profile 64 Black Box Network Services Profile 66 Cisco Systems, Inc. Profile 68 Mitel Networks Corporation Profile 70 NEC Corporation of America Profile 72 Verizon Business Profile 74 Installation and Professional Services Breakdown 76 Installation and Professional Services Segment Revenue Forecast 77 5

5 Contents Section Slide Numbers Installation and Professional Services Segment Revenue Forecast Discussion 78 Contractual Maintenance Services Breakdown 79 Contractual Maintenance Services Segment Revenue Forecast 80 Contractual Maintenance Services Segment Revenue Forecast Discussion 81 Managed Services Breakdown 82 Managed Services Segment Revenue Forecast 83 Managed Services Segment Revenue Forecast Discussion 84 Time and Material Services Breakdown 85 Time and Material Services Segment Revenue Forecast 86 Time and Material Services Segment Revenue Forecast Discussion 87 The Last Word 88 Three Big Predictions 89 Appendix 91 Market Engineering Methodology 92 6

6 Contents Section Slide Numbers Other Competitors 93 Avaya, Inc. Profile (continued) 94 Black Box Network Services Profile (continued) 96 Frost & Sullivan Survey Method Details and Corporate Demographic Profile 97 Frost & Sullivan Survey Corporate Demographic Profile 98 7

7 Executive Summary 8

8 Executive Summary The North American enterprise telephony implementation and management services market returned to positive growth in Total market revenue rose by x.x percent, from $x.xx billion in 2009 to $x.xx billion in In 2008, revenue had reached $x.xx billion, but then declined at () percent in 2009 due to the tough economic climate. Total market growth in 2010 was fueled primarily by the increasing adoption of Internet Protocol (IP) communications platforms and endpoints within the enterprise space. In 2010, the North American enterprise telephony systems market shipped million lines - a growth rate of percent from the previous year. North America continues to represent the most mature enterprise communications market, with around percent penetration of IP telephony platforms and endpoints. Although time division multiplexing (TDM) line license shipments grew in 2010, upcoming decline is expected in the coming years as customers continue to acknowledge the value of IP communications and vendors gradually phase out legacy TDM private branch exchange (PBX) and key telephone systems (KTS). Going forward, continued infrastructure refresh will drive demand for implementation services. Moreover, the growing complexity of enterprise communications environments (converged, multi vendor, multi endpoint networks, greater bandwidth requirements) will encourage enterprises to outsource management of their on-premises equipment to skilled service providers. Source: Frost & Sullivan analysis. 9

9 Executive Summary Furthermore, the growing consideration for advanced Unified Communications and Collaboration (UCC) technologies is positively impacting the professional and managed services market as customers begin to recognize an internal knowledge gap with regard to design, planning, implementation and on-going upkeep of these technologies, and tend to hire professional and managed service providers to complete these tasks. Frost & Sullivan expects professional services to slowly decline as cloud communications increasingly gain traction, but it will not be until 2016 and 2017 when cloud, hosted and software-as-a-service (SaaS) solutions will begin to have a significant impact on premises-based system shipments and related services. Contractual maintenance revenue growth will remain positive in the short and medium term, however, maintenance revenue will gradually decrease as customers migrate to IP-based communications environments and adopt managed services. A Frost & Sullivan survey shows that percent of non-managed services users expect that they will likely implement managed services in the next 12 months, and percent said they will definitely implement.* Top-tier professional and managed services providers include: Avaya and Black Box Networks. The second tier includes the following companies: Arrow S3, AT&T, Cisco, Mitel, NEC, and Verizon. Finally, IBM, Siemens Enterprise Communications and ShorTel are showing strong growth in this market. * 2011 Investment Decisions in Communications and Collaboration Products and Services among North American Decision Makers (for more information click here). Source: Frost & Sullivan analysis. 10

10 Market Overview Segmentation by Country Percent Sales Breakdown by Country Total Enterprise Telephony Implementation and Management Service Market, North America, 2010 Canada x.x% Note: United States GDP is approximately xx times larger than Canada. This helps explain the large difference in sales between the two countries. United States % Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 23

11 Market Overview Segmentation by Service Type Key Takeaway: Managed services are gaining traction due to the increased adoption of IP-based communications platforms. Total Enterprise Telephony Implementation and Management Services Market: Revenue Percent Share Trend, North America, 2006 and 2010 Revenue (%) x Year 2010 Installation and Professional Services Managed Services Contractual Maintenance Time and Material Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 24

12 Market Overview Segmentation by Business Size Percent Sales Breakdown by Business Size Total Enterprise Telephony Implementation and Management Services Market: North America, 2010 Medium % Small % The large enterprise space continues to be the primary adopter of these services. These customers tend to deploy more complex communications systems and require the expertise of professional and managed service providers. Additionally, SMBs are more price sensitive than large businesses and typically opt for the most economical services arrangements. Key: Small: employees Medium: employees Large: more than 500 employees Large Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 25

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