UNIFIED COMMUNICATION AND COLLABORATION: TECHNOLOGIES AND GLOBAL MARKETS

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1 UNIFIED COMMUNICATION AND COLLABORATION: TECHNOLOGIES AND GLOBAL MARKETS IFT125A January 2016 Nandita Bhotika Project Analyst ISBN: BCC Research 49 Walnut Park, Building 2 Wellesley, MA USA (toll-free within the USA), or (+1)

2 TABLE OF CONTENTS CHAPTER 1 INTRODUCTION 2 STUDY GOALS AND OBJECTIVES 2 REASONS FOR DOING THE STUDY 2 SCOPE OF REPORT 3 INTENDED AUDIENCE 3 INFORMATION SOURCES 3 ANALYST'S CREDENTIALS 4 RELATED BCC RESEARCH REPORTS 4 BCC RESEARCH WEBSITE 4 DISCLAIMER 4 CHAPTER 2 SUMMARY 6 SUMMARY TABLE GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ SUMMARY FIGURE GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, ($ 7 7 CHAPTER 3 OVERVIEW 10 HISTORY OF UC&C SOLUTIONS 10 CHANGING FACE OF UC&C 12 COLLABORATIVE SOLUTIONS GAINING IN ADOPTION 12 UCAAS, THE NEXT GROWTH FRONTIER 12 MOBILITY DRIVING GROWTH OF UC&C 13 TECHNOLOGY TRENDS 13 FIGURE 1 UC &C TECHNOLOGY CONTINUUM CURVE 14 UC&C MARKET CHARACTERISTICS 15 LOW AWARENESS OF UC&C TECHNOLOGY AMONG IT MANAGERS 15 FRAGMENTED MARKET 15 CLOUD/HOSTED MODEL IS GAINING POPULARITY 16 CONCERNS OVER DATA SECURITY AND PRIVACY STILL A KEY ISSUE 16 GOVERNMENT REGULATIONS AND POLICY 16 GOVERNMENT REGULATIONS FOR CLOUD-BASED TELECOMMUNICATION PROVIDERS IN THE U.S. UC&C AND HEALTHCARE INDUSTRY REGULATIONS 17 REGULATIONS IN THE BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI) AND GOVERNMENT SECTORS CHAPTER 4 UC&C MARKETS 20 TABLE 1 GLOBAL UC &C MARKET BY SOLUTION SEGMENT, THROUGH 2020 ($ FIGURE 2 GLOBAL UC&C MARKET BY SOLUTION SEGMENT, ($ 21 MARKET BY BUSINESS SEGMENTS 22 BY BUSINESS SIZE 22 TABLE 2 GLOBAL UC &C MARKET BY BUSINESS SIZE, 2014 ($ 22 FIGURE 3 GLOBAL UC &C MARKET BY BUSINESS SIZE, 2014 ($ 22 BY REGION 23 20

3 TABLE 3 GLOBAL UC &C MARKET BY REGION AND SOLUTION SEGMENT, 2014 ($ FIGURE 4 GLOBAL UC &C MARKET BY REGION AND SOLUTION SEGMENT, 2014 ($ BY IT SEGMENT: HARDWARE, SOFTWARE AND SERVICES 24 TABLE 4 GLOBAL UC &C MARKET BY INFORMATION TECHNOLOGY SEGMENT, THROUGH 2020 ($ FIGURE 5 GLOBAL UC &C MARKET BY INFORMATION TECHNOLOGY SEGMENT, ($ CHAPTER 5 UC&C VOICE TELEPHONY 28 EVOLUTION OF VOICE SOLUTIONS 28 TABLE 5 GLOBAL TDM AND IP PBX SYSTEM SHIPMENTS MARKET SHARE BY REGION, 2014 AND 2015 (%) MARKET FOR UC&C VOICE TELEPHONY 29 TABLE 6 GLOBAL TDM AND IP PBX UC &C MARKET BY VOICE TELEPHONY, THROUGH 2020 ($ FIGURE 6 GLOBAL TDM AND IP PBX UC &C MARKET BY VOICE TELEPHONY, ($ TABLE 7 GLOBAL UC &C VOICE TELEPHONY MARKET BY TOP VENDORS, 2014 ($ FIGURE 7 GLOBAL UC &C VOICE TELEPHONY MARKET SHARE BY TOP VENDORS, 2014 (%) REGIONAL ANALYSIS OF UC&C VOICE TELEPHONY MARKET 32 TABLE 8 GLOBAL UC &C VOICE TELEPHONY MARKET BY REGION, 2014 ($ 33 FIGURE 8 GLOBAL UC &C VOICE TELEPHONY MARKET SHARE BY REGION, 2014 (%) 33 AMERICAS REGION 34 EUROPE, MIDDLE EAST, AND AFRICA (EMEA) REGION 34 ASIA-PACIFIC REGION 35 MARKET ANALYSIS BY DEPLOYMENT TYPE 35 TABLE 9 GLOBAL UC&C VOICE TELEPHONY SOLUTIONS MARKET SHARE BY DEPLOYMENT TYPE, THROUGH 2020 (%) FIGURE 9 GLOBAL UC &C VOICE TELEPHONY SOLUTIONS MARKET SHARE BY DEPLOYMENT TYPE, (%) ON-PREMISE UC&C VOICE TELEPHONY 36 MANAGED UC&C VOICE TELEPHONY 37 HOSTED/CLOUD-BASED UC&C VOICE TELEPHONY 37 Regional Markets for Hosted Voice Telephony 39 TABLE 10 GLOBAL HOSTED/CLOUD UC &C VOICE TELEPHONY MARKET BY REGION, 2014 ($ FIGURE 10 GLOBAL HOSTED/CLOUD UC&C VOICE TELEPHONY MARKET SHARE BY REGION, 2014 (%) CHAPTER 6 UC&C CONFERENCING 42 ANALYSIS OF THE GLOBAL UC&C CONFERENCING MARKET 43 TABLE 11 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT, THROUGH 2020 ($ FIGURE 11 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT, ($ TABLE 12 GLOBAL UC &C CONFERENCING MARKET BY VENDOR, 2014 ($

4 FIGURE 12 GLOBAL UC &C CONFERENCING MARKET SHARE BY VENDOR, 2014 (%) 45 REGIONAL ANALYSIS OF THE UC&C CONFERENCING MARKET 46 TABLE 13 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT AND REGION, 2014 ($ FIGURE 13 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT AND REGION, 2014 ($ AMERICAS REGION 47 EUROPE, MIDDLE EAST AND AFRICA REGION (EMEA) 48 ASIA-PACIFIC REGION 48 SEGMENT ANALYSIS: UC&C WEB CONFERENCING MARKET 49 TABLE 14 GLOBAL UC &C WEB CONFERENCING MARKET, THROUGH 2020 ($ FIGURE 14 GLOBAL UC &C WEB CONFERENCING MARKET, ($ 50 UC&C WEB CONFERENCING SOLUTIONS AND VENDORS 50 TABLE 15 GLOBAL UC &C WEB CONFERENCING MARKET BY VENDOR, 2014 ($ FIGURE 15 GLOBAL UC &C WEB CONFERENCING MARKET SHARE BY VENDOR, 2014 (%) REGIONAL ANALYSIS OF UC&C WEB CONFERENCING MARKET 53 TABLE 16 GLOBAL UC &C WEB CONFERENCING MARKET BY REGION, 2014 ($ FIGURE 16 GLOBAL UC &C WEB CONFERENCING MARKET SHARE BY REGION, 2014 (%) Americas Region 54 EMEA Region 54 Asia-Pacific Region 55 HOSTED WEB CONFERENCING MARKET 56 TABLE 17 GLOBAL UC &C WEB CONFERENCING MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ FIGURE 17 GLOBAL UC &C WEB CONFERENCING MARKET BY DEPLOYMENT TYPE, ($ SEGMENT ANALYSIS: THE UC&C VIDEOCONFERENCING MARKET 57 TRENDS IN UC&C VIDEOCONFERENCING TECHNOLOGIES 58 WEBRTC 59 VIDEOCONFERENCING AND MOBILITY 60 MARKET ANALYSIS 60 TABLE 18 GLOBAL UC &C VIDEOCONFERENCING MARKET, THROUGH 2020 ($ FIGURE 18 GLOBAL UC &C VIDEOCONFERENCING MARKET, ($ 60 MARKET ANALYSIS OF UC&C VIDEOCONFERENCING SOLUTION VENDORS 61 TABLE 19 GLOBAL UC &C VIDEOCONFERENCING MARKET BY VENDOR, 2014 ($ FIGURE 19 GLOBAL UC &C VIDEOCONFERENCING MARKET SHARE BY VENDOR, 2014 (%) Cisco 62 Polycom 63 Huawei 63 Avaya 64 Lifesize 64 Vidyo

5 Telepresence Solutions 64 KEY ACQUISITIONS IN THE UC&C VIDEOCONFERENCING MARKET 65 REGIONAL ANALYSIS OF UC&C VIDEOCONFERENCING MARKET 65 TABLE 20 GLOBAL UC &C VIDEOCONFERENCING MARKET BY REGION, 2014 ($ FIGURE 20 GLOBAL UC &C VIDEOCONFERENCING MARKET SHARE BY REGION, 2014 (%) Americas Region 67 EMEA Region 67 Asia-Pacific Region 67 HOSTED UC&C VIDEOCONFERENCING MARKET 68 TABLE 21 GLOBAL UC &C VIDEOCONFERENCING MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ FIGURE 21 GLOBAL UC &C VIDEOCONFERENCING MARKET BY DEPLOYMENT TYPE, ($ TABLE 22 PRODUCT FEATURES OF POPULAR HOSTED VIDEOCONFERENCING SOLUTIONS New Technologies Driving the Cloud/Hosted Transition for Videoconferencing Challenges for Hosted Videoconferencing Adoption 71 SEGMENT ANALYSIS: UC&C AUDIO CONFERENCING MARKET 71 MARKET ANALYSIS OF THE GLOBAL UC&C AUDIO CONFERENCING MARKET 72 TABLE 23 GLOBAL UC&C AUDIO CONFERENCING MARKET, THROUGH 2020 ($ FIGURE 22 GLOBAL UC &C AUDIO CONFERENCING MARKET, ($ TABLE 24 GLOBAL AUDIO CONFERENCING MARKET BY VENDOR, 2014 ($ 73 FIGURE 23 GLOBAL AUDIO CONFERENCING MARKET SHARE BY VENDOR, 2014 (%) 74 REGIONAL ANALYSIS OF UC&C AUDIO CONFERENCING MARKET 75 TABLE 25 GLOBAL UC &C AUDIO CONFERENCING MARKET BY REGION, 2014 ($ FIGURE 24 GLOBAL UC &C AUDIO CONFERENCING MARKET SHARE BY REGION, 2014 (%) Americas Region 76 EMEA Region 77 Asia-Pacific Region 77 HOSTED UC&C AUDIO CONFERENCING MARKET CHAPTER 7 UC COLLABORATIVE APPLICATIONS 80 TABLE 26 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET, THROUGH 2020 ($ FIGURE 25 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET, ($ MARKET ANALYSIS OF UC COLLABORATIVE APPLICATIONS BY SUBSEGMENT 81 TABLE 27 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET BY SEGMENT, 2014 ($ FIGURE 26 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET SHARE BY SEGMENT, 2014 (%) UNIFIED MESSAGING

6 TABLE 28 KEY FEATURES OF TOP UC&C SOLUTIONS WITH UNIFIED MESSAGING FEATURES BY VENDOR IM AND PRESENCE 83 TABLE 29 KEY FEATURES OF TOP UC &C SOLUTIONS WITH IM/PRESENCE FUNCTIONALITY BY VENDOR COLLABORATION TOOLS AND SOCIAL NETWORKING APPLICATIONS 85 MOBILITY APPS 86 TABLE 30 GLOBAL MOBILITY APPS MARKET, THROUGH 2020 ($ 87 FIGURE 27 GLOBAL MOBILITY APPS MARKET, ($ 87 TABLE 31 KEY FEATURES OF TOP UC &C SOLUTIONS WITH MOBILITY FEATURES BY VENDOR MARKET ANALYSIS FOR UC COLLABORATIVE APPLICATIONS 89 TABLE 32 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET BY VENDOR, 2014 ($ FIGURE 28 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET SHARE BY VENDOR, 2014 (%) MARKET ANALYSIS FOR ENTERPRISE MESSAGING PLATFORMS 91 HOSTED UC COLLABORATIVE APPLICATIONS MARKET 92 TABLE 33 GLOBAL ON-PREMISE AND HOSTED UC COLLABORATIVE APPLICATIONS MARKET BY REGION, 2014 ($ FIGURE 29 GLOBAL ON-PREMISE AND HOSTED UC COLLABORATIVE APPLICATIONS MARKET BY REGION, 2014 ($ CHAPTER 8 CONTACT CENTER 95 MARKET ANALYSIS FOR UC&C CONTACT CENTER SOLUTIONS 95 TABLE 34 GLOBAL UC &C CONTACT CENTER MARKET, THROUGH 2020 ($ 95 FIGURE 30 GLOBAL UC &C CONTACT CENTER MARKET, ($ 96 TABLE 35 GLOBAL UC &C CONTACT CENTER MARKET BY VENDOR, 2014 ($ FIGURE 31 GLOBAL UC &C CONTACT CENTER MARKET SHARE BY VENDOR, 2014 (%) UC&C CONTACT CENTER VENDORS AND THEIR OFFERINGS 98 Avaya 98 Cisco 98 Genesys 99 Interactive Intelligence 99 Huawei 99 Unify 99 Mitel 100 REGIONAL UC&C CONTACT CENTER MARKETS 100 TABLE 36 GLOBAL UC &C CONTACT CENTER MARKET BY REGION, 2014 ($ FIGURE 32 GLOBAL UC &C CONTACT CENTER MARKET SHARE BY REGION, 2014 (%) 100 HOSTED UC&C CONTACT CENTER MARKET 101 Regional Markets for Hosted/Cloud-based UC Contact Center Solutions TABLE 37 GLOBAL HOSTED/CLOUD-BASED UC&C CONTACT CENTER MARKET BY REGION, 2014 ($ FIGURE 33 GLOBAL HOSTED/CLOUD-BASED UC &C CONTACT CENTER MARKET BY REGION, 2014 ($

7 Hosted UC&C Contact Center Solutions - An Overview of Key Offerings Genesys 103 Cisco 103 Interactive Intelligence 103 Mitel 104 Avaya CHAPTER 9 REGIONAL UC&C MARKETS 106 TABLE 38 GLOBAL UC &C MARKET BY REGION AND SOLUTIONS, 2014 ($ 106 FIGURE 34 GLOBAL UC &C MARKET BY REGION AND SOLUTIONS, 2014 ($ 106 AMERICAS REGION 107 TABLE 39 AMERICAS UC &C MARKET BY SOLUTION TYPE, THROUGH 2020 ($ FIGURE 35 AMERICAS UC &C MARKET BY SOLUTION TYPE, ($ 108 VOICE TELEPHONY 109 CONFERENCING SOLUTIONS 109 Web Conferencing 109 Videoconferencing 109 Audio Conferencing 110 EUROPE, MIDDLE EAST AND AFRICA (EMEA) REGION 111 TABLE 40 EMEA UC&C MARKET BY SOLUTION TYPE, THROUGH 2020 ($ 112 FIGURE 36 EMEA UC &C MARKET BY SOLUTION TYPE, ($ 112 VOICE TELEPHONY 113 CONFERENCING MARKET 114 Audio Conferencing 114 Videoconferencing 114 Web Conferencing 114 HOSTED UC&C MARKET IN THE EMEA REGION 117 TABLE 41 EMEA UC &C MARKET BY DEPLOYMENT TYPE AND SUBREGION, 2014 ($ FIGURE 37 EMEA UC &C MARKET BY DEPLOYMENT TYPE AND SUBREGION, 2014 ($ ASIA-PACIFIC REGION 118 TABLE 42 ASIA-PACIFIC UC&C MARKET BY SOLUTION TYPE, THROUGH 2020 ($ FIGURE 38 ASIA-PACIFIC UC &C MARKET BY SOLUTION TYPE, ($ DRIVERS AND CHALLENGES 120 ASIA-PACIFIC BUSINESS CHARACTERISTICS AND UC&C ADOPTION 121 VOICE TELEPHONY 121 CONFERENCING 121 Web Conferencing 122 Videoconferencing 123 Audio Conferencing 123 HOSTED UC&C MARKET IN ASIA-PACIFIC 124 TABLE 43 ASIA-PACIFIC VENDORS OF UC&C SOLUTIONS, CHAPTER 10 APPLICATION OF UC&C BY ENTERPRISE SIZE 128

8 ANALYSIS OF UC&C MARKET BY SIZE OF BUSINESS 128 TABLE 44 GLOBAL ENTERPRISE UC &C MARKET BY SIZE OF BUSINESS AND SOLUTION TYPE, 2014 ($ FIGURE 39 GLOBAL ENTERPRISE UC &C MARKET BY SIZE OF BUSINESS AND SOLUTION TYPE, 2014 ($ TABLE 45 GLOBAL UC &C MARKET SHARE BY DEPLOYMENT TYPE FOR MEDIUM AND LARGE ENTERPRISES, 2014 (%) FIGURE 40 GLOBAL UC &C MARKET SHARE BY DEPLOYMENT TYPE FOR MEDIUM AND LARGE ENTERPRISES, 2014 (%) U.S. SMALL-MEDIUM BUSINESS SECTOR FOR UC&C SOLUTIONS 131 Factors Driving Growth in UC&C for SMBs CHAPTER 11 UC&C BY INDUSTRY SECTORS 134 APPLICATION OF UC&C SOLUTIONS BY INDUSTRY SEGMENT 134 HEALTHCARE INDUSTRY 134 TABLE 46 UC &C SOLUTIONS FOR THE HEALTHCARE INDUSTRY 135 FINANCIAL SERVICES INDUSTRY 136 MANUFACTURING INDUSTRY 136 FINANCE/STOCK TRADING 137 HOSPITALITY INDUSTRY 137 TABLE 47 UC &C SOLUTIONS FOR THE HOSPITALITY INDUSTRY 137 PUBLIC SECTOR (GOVERNMENT) 138 EDUCATION SECTOR 138 TABLE 48 UC &C SOLUTIONS FOR THE EDUCATION SECTOR 139 ANALYSIS OF GLOBAL UC&C MARKET BY INDUSTRY SECTOR 140 TABLE 49 GLOBAL UC&C MARKET REVENUE BY INDUSTRY SECTOR, 2014 ($ FIGURE 41 GLOBAL UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 141 REGIONAL MARKET ANALYSIS FOR UC&C SOLUTIONS BY INDUSTRY SECTOR 142 AMERICAS REGION 142 TABLE 50 AMERICAS UC &C MARKET BY INDUSTRY SECTOR, 2014 ($ 143 FIGURE 42 AMERICAS UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 143 EMEA REGION 145 TABLE 51 EMEA UC &C MARKET BY INDUSTRY SECTOR, 2014 ($ 145 FIGURE 43 EMEA UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 145 ASIA-PACIFIC 147 TABLE 52 ASIA-PACIFIC UC&C MARKET BY INDUSTRY SECTOR, 2014 ($ 147 FIGURE 44 ASIA-PACIFIC UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) CHAPTER 12 MARKET FOR UC&C BY TYPE OF DEPLOYMENT: ON-PREMISE OR CLOUD/HOSTED TYPES OF UC&C DEPLOYMENT 150 ON-PREMISE UC&C DEPLOYMENT 150 HOSTED/CLOUD-BASED DEPLOYMENTS 151 HYBRID DEPLOYMENT 152 MARKET ANALYSIS FOR ON-PREMISE OR HOSTED UC&C DEPLOYMENT 152 TABLE 53 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ FIGURE 45 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, ($

9 REGIONAL DEPLOYMENT TRENDS FOR UC&C SOLUTIONS 154 TABLE 54 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE AND REGION, 2014 ($ FIGURE 46 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE AND REGION, 2014 (%) CHAPTER 13 MARKET ANALYSIS FOR HOSTED/CLOUD-BASED UCAAS SOLUTIONS 158 TYPES OF CLOUD-BASED DEPLOYMENT 159 PUBLIC CLOUD UCAAS 159 PRIVATE CLOUD UCAAS 159 HYBRID CLOUD UCAAS 160 ADVANTAGES/DISADVANTAGES OF A CLOUD-BASED SOLUTION 160 ADVANTAGES 160 DISADVANTAGES 161 MARKET OVERVIEW OF HOSTED UC&C SOLUTIONS 161 TABLE 55 GLOBAL UCAAS MARKET BY SOLUTION TYPE, THROUGH 2020 ($ FIGURE 47 GLOBAL UCAAS MARKET BY SOLUTION TYPE, ($ 161 HOSTED VOICE TELEPHONY 162 HOSTED WEB CONFERENCING 163 HOSTED UC COLLABORATIVE APPLICATIONS 163 ANALYSIS OF MARKET PLAYERS IN THE UCAAS SEGMENT 163 TABLE 56 GLOBAL UCAAS MARKET BY SERVICE PROVIDER, 2014 ($ 163 FIGURE 48 GLOBAL UCAAS MARKET SHARE BY SERVICE PROVIDER, 2014 (%) 165 ANALYSIS OF CLOUD/HOSTED OFFERINGS OF TOP UCAAS VENDORS 166 ANALYSIS OF STAND-ALONE UCAAS VENDORS 166 Microsoft 166 Citrix 167 Avaya 167 Cisco 167 NTT/Arkadin 167 Orange Business Services 168 Google 168 AT&T 169 HP 169 Telefonica 169 Verizon 170 BUSINESS SUITE FOR UCAAS 170 TABLE 57 GLOBAL BUSINESS SUITE MARKET BY UCAAS VENDOR, 2014 ($ MILLIONS/%) ADDITIONAL UCAAS PROVIDERS 171 RingCentral 171 8X8 171 ShoreTel Sky 172 Vonage 172 West IP Communications 172 PGi 173 Fonality 173 Mitel

10 TABLE 58 SUBSCRIBERS TO BUSINESS SUITE UCAAS CLOUD SEATS, DECEMBER 2014 (UNITS/%) PUBLIC AND PRIVATE BUSINESS SUITE UCAAS 174 TABLE 59 BUSINESS SUITE UCAAS CLOUD SEATS BY MODEL TYPE, 2014 (UNITS) 175 FIGURE 49 BUSINESS SUITE UCAAS CLOUD SEATS BY MODEL TYPE, 2014 (%) 175 REGIONAL ANALYSIS OF UCAAS MARKETS 176 TABLE 60 GLOBAL UCAAS SOLUTIONS MARKET BY REGION, THROUGH 2020 ($ FIGURE 50 GLOBAL UCAAS SOLUTIONS MARKET BY REGION, ($ CHAPTER 14 EMERGING TECHNOLOGY TRENDS IN UC&C 180 TEAM COLLABORATION APPLICATIONS 180 WEBRTC 180 TABLE 61 FEATURES OF KEY WEBRTC APPLICATIONS IN THE UC&C MARKET 181 OTT APPLICATIONS 182 MOBILITY APPLICATIONS 182 IT AND MOBILITY TRENDS BY BUSINESS SIZE 183 MOBILITY TRENDS IN THE U.S. 183 VIRTUALIZATION 184 FEDERATION 184 NEW STANDARDS FOR UC&C SOLUTIONS 185 VOICE TELEPHONY SEGMENT 185 UC COLLABORATIVE APPLICATIONS STANDARDS 186 VIDEO AND AUDIO CONFERENCING STANDARDS 186 WEBRTC FOR VIDEOCONFERENCING 187 CONTACT CENTER SOLUTION STANDARDS 187 TABLE 62 NEW STANDARDS FOR UC &C SOLUTIONS BY TECHNOLOGY 187 UC&C FORUMS FOR STANDARDS DEVELOPMENT 188 CHAPTER 15 INDUSTRY STRUCTURE AND COMPETITIVE ANALYSIS 190 UC&C MARKET STRUCTURE 190 MARKET DRIVERS AND CHALLENGES 192 COMPETITIVE FACTORS 194 COMPETING ON THE VOICE TELEPHONY OR COLLABORATIVE APPS FRONT 194 STRATEGIC INVESTMENTS BY VENDORS 194 TECHNOLOGY AS A COMPETITIVE ADVANTAGE 195 CLOUD-HOSTED UCAAS CAPABILITY 195 MOBILITY APPLICATIONS BECOME INTEGRAL TO UCC SOLUTIONS 196 MARKET ANALYSIS 196 MARKET SHARE OF UC&C SOLUTION PROVIDERS 196 TABLE 63 GLOBAL UC &C SOLUTIONS MARKET BY PROVIDER, 2014 ($ 197 FIGURE 51 GLOBAL UC &C SOLUTIONS MARKET SHARE BY PROVIDER, 2014 (%) 197 UC&C MARKET LEADERS 200 CISCO 200 MICROSOFT CORP. 200 AVAYA 201 INTERCALL 202

11 IBM 202 MITEL 203 SHORETEL 203 ACQUISITIONS AND PARTNERSHIPS 203 TABLE 64 ANALYSIS OF KEY ACQUISITIONS IN THE UC&C MARKET, PRICING TRENDS FOR UC&C SOLUTIONS 207 PURCHASING INFLUENCES FOR UC&C SOLUTIONS 207 CHAPTER 16 COMPANY PROFILES 210 8X8 INC. 210 ALCATEL-LUCENT ENTERPRISE 210 AT&T 211 AVAYA 211 BLUE JEANS NETWORKS 212 BT GLOBAL SERVICES 212 CISCO SYSTEMS INC. 213 CITRIX SYSTEMS INC. 213 HEWLETT PACKARD (HP) 214 HUAWEI TECHNOLOGIES CO. LTD. 215 IBM 215 INTERACTIVE INTELLIGENCE 216 INTERCALL 216 LIFESIZE 217 MICROSOFT 217 MITEL NETWORKS 217 NEC 218 NTT COMMUNICATIONS 219 ORANGE BUSINESS SERVICES 219 PANTERRA NETWORKS 220 POLYCOM INC. 220 RINGCENTRAL INC. 221 SHORETEL INC. 221 TELSTRA CORP. LTD. 222 TELEFONICA 222 UNIFY INC. 223 VERIZON COMMUNICATIONS 223 WEST CORP. 224 CHAPTER 17 APPENDIX 226 TABLE 65 SUMMARY OF KEY PATENTS IN THE UC &C MARKET 226

12 LIST OF TABLES TABLE HEADING SUMMARY TABLE GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ TABLE 1 GLOBAL UC &C MARKET BY SOLUTION SEGMENT, THROUGH 2020 ($ TABLE 2 GLOBAL UC &C MARKET BY BUSINESS SIZE, 2014 ($ 22 TABLE 3 GLOBAL UC &C MARKET BY REGION AND SOLUTION SEGMENT, 2014 ($ TABLE 4 GLOBAL UC &C MARKET BY INFORMATION TECHNOLOGY SEGMENT, THROUGH 2020 ($ TABLE 5 GLOBAL TDM AND IP PBX SYSTEM SHIPMENTS MARKET SHARE BY REGION, 2014 AND 2015 (%) TABLE 6 GLOBAL TDM AND IP PBX UC &C MARKET BY VOICE TELEPHONY, THROUGH 2020 ($ TABLE 7 GLOBAL UC &C VOICE TELEPHONY MARKET BY TOP VENDORS, 2014 ($ TABLE 8 GLOBAL UC &C VOICE TELEPHONY MARKET BY REGION, 2014 ($ 33 TABLE 9 GLOBAL UC&C VOICE TELEPHONY SOLUTIONS MARKET SHARE BY DEPLOYMENT TYPE, THROUGH 2020 (%) TABLE 10 GLOBAL HOSTED/CLOUD UC &C VOICE TELEPHONY MARKET BY REGION, 2014 ($ TABLE 11 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT, THROUGH 2020 ($ TABLE 12 GLOBAL UC &C CONFERENCING MARKET BY VENDOR, 2014 ($ 45 TABLE 13 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT AND REGION, 2014 ($ TABLE 14 GLOBAL UC &C WEB CONFERENCING MARKET, THROUGH 2020 ($ TABLE 15 GLOBAL UC &C WEB CONFERENCING MARKET BY VENDOR, 2014 ($ TABLE 16 GLOBAL UC &C WEB CONFERENCING MARKET BY REGION, 2014 ($ TABLE 17 GLOBAL UC &C WEB CONFERENCING MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ TABLE 18 GLOBAL UC &C VIDEOCONFERENCING MARKET, THROUGH 2020 ($ TABLE 19 GLOBAL UC &C VIDEOCONFERENCING MARKET BY VENDOR, 2014 ($ TABLE 20 GLOBAL UC &C VIDEOCONFERENCING MARKET BY REGION, 2014 ($ TABLE 21 GLOBAL UC &C VIDEOCONFERENCING MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ TABLE 22 PRODUCT FEATURES OF POPULAR HOSTED VIDEOCONFERENCING SOLUTIONS TABLE 23 GLOBAL UC&C AUDIO CONFERENCING MARKET, THROUGH 2020 ($ TABLE 24 GLOBAL AUDIO CONFERENCING MARKET BY VENDOR, 2014 ($ 73 TABLE 25 GLOBAL UC &C AUDIO CONFERENCING MARKET BY REGION, 2014 ($ TABLE 26 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET, THROUGH 2020 ($

13 TABLE HEADING TABLE 27 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET BY SEGMENT, 2014 ($ TABLE 28 KEY FEATURES OF TOP UC&C SOLUTIONS WITH UNIFIED MESSAGING FEATURES BY VENDOR TABLE 29 KEY FEATURES OF TOP UC &C SOLUTIONS WITH IM/PRESENCE FUNCTIONALITY BY VENDOR TABLE 30 GLOBAL MOBILITY APPS MARKET, THROUGH 2020 ($ 87 TABLE 31 KEY FEATURES OF TOP UC &C SOLUTIONS WITH MOBILITY FEATURES BY VENDOR TABLE 32 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET BY VENDOR, 2014 ($ TABLE 33 GLOBAL ON-PREMISE AND HOSTED UC COLLABORATIVE APPLICATIONS MARKET BY REGION, 2014 ($ TABLE 34 GLOBAL UC &C CONTACT CENTER MARKET, THROUGH 2020 ($ 95 TABLE 35 GLOBAL UC &C CONTACT CENTER MARKET BY VENDOR, 2014 ($ 97 TABLE 36 GLOBAL UC &C CONTACT CENTER MARKET BY REGION, 2014 ($ 100 TABLE 37 GLOBAL HOSTED/CLOUD-BASED UC&C CONTACT CENTER MARKET BY REGION, 2014 ($ TABLE 38 GLOBAL UC &C MARKET BY REGION AND SOLUTIONS, 2014 ($ 106 TABLE 39 AMERICAS UC &C MARKET BY SOLUTION TYPE, THROUGH 2020 ($ TABLE 40 EMEA UC&C MARKET BY SOLUTION TYPE, THROUGH 2020 ($ 112 TABLE 41 EMEA UC &C MARKET BY DEPLOYMENT TYPE AND SUBREGION, 2014 ($ TABLE 42 ASIA-PACIFIC UC&C MARKET BY SOLUTION TYPE, THROUGH 2020 ($ TABLE 43 ASIA-PACIFIC VENDORS OF UC&C SOLUTIONS, TABLE 44 GLOBAL ENTERPRISE UC &C MARKET BY SIZE OF BUSINESS AND SOLUTION TYPE, 2014 ($ TABLE 45 GLOBAL UC &C MARKET SHARE BY DEPLOYMENT TYPE FOR MEDIUM AND LARGE ENTERPRISES, 2014 (%) TABLE 46 UC &C SOLUTIONS FOR THE HEALTHCARE INDUSTRY 135 TABLE 47 UC &C SOLUTIONS FOR THE HOSPITALITY INDUSTRY 137 TABLE 48 UC &C SOLUTIONS FOR THE EDUCATION SECTOR 139 TABLE 49 GLOBAL UC&C MARKET REVENUE BY INDUSTRY SECTOR, 2014 ($ TABLE 50 AMERICAS UC &C MARKET BY INDUSTRY SECTOR, 2014 ($ 143 TABLE 51 EMEA UC &C MARKET BY INDUSTRY SECTOR, 2014 ($ 145 TABLE 52 ASIA-PACIFIC UC&C MARKET BY INDUSTRY SECTOR, 2014 ($ 147 TABLE 53 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, THROUGH 2020 ($ TABLE 54 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE AND REGION, 2014 ($ TABLE 55 GLOBAL UCAAS MARKET BY SOLUTION TYPE, THROUGH 2020 ($ 161 TABLE 56 GLOBAL UCAAS MARKET BY SERVICE PROVIDER, 2014 ($ 163 TABLE 57 GLOBAL BUSINESS SUITE MARKET BY UCAAS VENDOR, 2014 ($ MILLIONS/%) TABLE 58 SUBSCRIBERS TO BUSINESS SUITE UCAAS CLOUD SEATS, DECEMBER 2014 (UNITS/%) TABLE 59 BUSINESS SUITE UCAAS CLOUD SEATS BY MODEL TYPE, 2014 (UNITS)

14 TABLE HEADING TABLE 60 GLOBAL UCAAS SOLUTIONS MARKET BY REGION, THROUGH 2020 ($ TABLE 61 FEATURES OF KEY WEBRTC APPLICATIONS IN THE UC&C MARKET 181 TABLE 62 NEW STANDARDS FOR UC &C SOLUTIONS BY TECHNOLOGY 187 TABLE 63 GLOBAL UC &C SOLUTIONS MARKET BY PROVIDER, 2014 ($ 197 TABLE 64 ANALYSIS OF KEY ACQUISITIONS IN THE UC&C MARKET, TABLE 65 SUMMARY OF KEY PATENTS IN THE UC &C MARKET

15 LIST OF FIGURES FIGURE TITLE SUMMARY FIGURE GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, ($ FIGURE 1 UC &C TECHNOLOGY CONTINUUM CURVE 14 FIGURE 2 GLOBAL UC&C MARKET BY SOLUTION SEGMENT, ($ 21 FIGURE 3 GLOBAL UC &C MARKET BY BUSINESS SIZE, 2014 ($ 22 FIGURE 4 GLOBAL UC &C MARKET BY REGION AND SOLUTION SEGMENT, 2014 ($ FIGURE 5 GLOBAL UC &C MARKET BY INFORMATION TECHNOLOGY SEGMENT, ($ FIGURE 6 GLOBAL TDM AND IP PBX UC &C MARKET BY VOICE TELEPHONY, ($ FIGURE 7 GLOBAL UC &C VOICE TELEPHONY MARKET SHARE BY TOP VENDORS, 2014 (%) FIGURE 8 GLOBAL UC &C VOICE TELEPHONY MARKET SHARE BY REGION, 2014 (%) 33 FIGURE 9 GLOBAL UC &C VOICE TELEPHONY SOLUTIONS MARKET SHARE BY DEPLOYMENT TYPE, (%) FIGURE 10 GLOBAL HOSTED/CLOUD UC&C VOICE TELEPHONY MARKET SHARE BY REGION, 2014 (%) FIGURE 11 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT, ($ FIGURE 12 GLOBAL UC &C CONFERENCING MARKET SHARE BY VENDOR, 2014 (%) 45 FIGURE 13 GLOBAL UC &C CONFERENCING MARKET BY SEGMENT AND REGION, 2014 ($ FIGURE 14 GLOBAL UC &C WEB CONFERENCING MARKET, ($ 50 FIGURE 15 GLOBAL UC &C WEB CONFERENCING MARKET SHARE BY VENDOR, 2014 (%) FIGURE 16 GLOBAL UC &C WEB CONFERENCING MARKET SHARE BY REGION, 2014 (%) FIGURE 17 GLOBAL UC &C WEB CONFERENCING MARKET BY DEPLOYMENT TYPE, ($ FIGURE 18 GLOBAL UC &C VIDEOCONFERENCING MARKET, ($ 60 FIGURE 19 GLOBAL UC &C VIDEOCONFERENCING MARKET SHARE BY VENDOR, 2014 (%) FIGURE 20 GLOBAL UC &C VIDEOCONFERENCING MARKET SHARE BY REGION, 2014 (%) FIGURE 21 GLOBAL UC &C VIDEOCONFERENCING MARKET BY DEPLOYMENT TYPE, ($ FIGURE 22 GLOBAL UC &C AUDIO CONFERENCING MARKET, ($ 72 FIGURE 23 GLOBAL AUDIO CONFERENCING MARKET SHARE BY VENDOR, 2014 (%) 74 FIGURE 24 GLOBAL UC &C AUDIO CONFERENCING MARKET SHARE BY REGION, 2014 (%) FIGURE 25 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET, ($ FIGURE 26 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET SHARE BY SEGMENT, 2014 (%) FIGURE 27 GLOBAL MOBILITY APPS MARKET, ($ 87 FIGURE 28 GLOBAL UC COLLABORATIVE APPLICATIONS MARKET SHARE BY VENDOR, 2014 (%) FIGURE 29 GLOBAL ON-PREMISE AND HOSTED UC COLLABORATIVE APPLICATIONS MARKET BY REGION, 2014 ($

16 FIGURE TITLE FIGURE 30 GLOBAL UC &C CONTACT CENTER MARKET, ($ 96 FIGURE 31 GLOBAL UC &C CONTACT CENTER MARKET SHARE BY VENDOR, 2014 (%) 97 FIGURE 32 GLOBAL UC &C CONTACT CENTER MARKET SHARE BY REGION, 2014 (%) 100 FIGURE 33 GLOBAL HOSTED/CLOUD-BASED UC &C CONTACT CENTER MARKET BY REGION, 2014 ($ FIGURE 34 GLOBAL UC &C MARKET BY REGION AND SOLUTIONS, 2014 ($ 106 FIGURE 35 AMERICAS UC &C MARKET BY SOLUTION TYPE, ($ 108 FIGURE 36 EMEA UC &C MARKET BY SOLUTION TYPE, ($ 112 FIGURE 37 EMEA UC &C MARKET BY DEPLOYMENT TYPE AND SUBREGION, 2014 ($ FIGURE 38 ASIA-PACIFIC UC &C MARKET BY SOLUTION TYPE, ($ 119 FIGURE 39 GLOBAL ENTERPRISE UC &C MARKET BY SIZE OF BUSINESS AND SOLUTION TYPE, 2014 ($ FIGURE 40 GLOBAL UC &C MARKET SHARE BY DEPLOYMENT TYPE FOR MEDIUM AND LARGE ENTERPRISES, 2014 (%) FIGURE 41 GLOBAL UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 141 FIGURE 42 AMERICAS UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 143 FIGURE 43 EMEA UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 145 FIGURE 44 ASIA-PACIFIC UC &C MARKET SHARE BY INDUSTRY SECTOR, 2014 (%) 147 FIGURE 45 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE, ($ 152 FIGURE 46 GLOBAL UC &C MARKET BY DEPLOYMENT TYPE AND REGION, 2014 (%) 154 FIGURE 47 GLOBAL UCAAS MARKET BY SOLUTION TYPE, ($ 161 FIGURE 48 GLOBAL UCAAS MARKET SHARE BY SERVICE PROVIDER, 2014 (%) 165 FIGURE 49 BUSINESS SUITE UCAAS CLOUD SEATS BY MODEL TYPE, 2014 (%) 175 FIGURE 50 GLOBAL UCAAS SOLUTIONS MARKET BY REGION, ($ 177 FIGURE 51 GLOBAL UC &C SOLUTIONS MARKET SHARE BY PROVIDER, 2014 (%)

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