Worldwide Hosted PBX Market Table of Contents. EasternManagementGroup 0

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1 Worldwide Hosted PBX Market Table of Contents EasternManagementGroup 0

2 2018 The Eastern Management Group, Inc. EasternManagementGroup 1

3 Introduction Worldwide Hosted PBX Market was published by The Eastern Management Group in the fourth quarter of Researching and forecasting the worldwide deployment of hosted PBX reflects a significant undertaking by The Eastern Management Group. Hosted PBX is now in place on every continent, and it is quickly displacing premises PBXs. To create the Worldwide Hosted PBX Market , we gathered global data both from vendors and customers. Bringing this report together required completed surveys from more than 20,000 Information Technology (IT) managers and technology vendors worldwide. Surveys were done by the Eastern Management Group with businesses ranging in size from one employee to more than a million in 19 vertical markets and seven world theaters. To this information, the Eastern Management Group added 30 years of quarterly PBX market data from our Monitor reports. All of the gathered intelligence was used in models and analyzed by our consulting team in order to produce this landmark 385 page report. EasternManagementGroup 2

4 Page Part 1 Sixteen Market Conclusions 13 Part 2 Marketing Analysis 16 Billion Dollar Vendor Roadmap Two Broad Hosted PBX Markets Cust Size Profile 12 UC Applications Importance to Businesses Initial Customer Sale and What s Included Vendors Not Wanting to Sell to SMBs Hosted PBX Gross Margin Vendor Problems with Going Up-Market Multi-Tenant and Multi-Instance Top Vertical Markets for Hosted PBX Customer Churn Rates 17 Drivers of Hosted PBX EasternManagementGroup 3

5 Part 3 Market Size and Shipments 34 Historic Hosted PBX Annual Sales Growth Worldwide Hosted PBX Annualized New Sales Revenue Total Revenue Analysis Worldwide Hosted PBX Annualized New Sales Revenue 2018 Hosted PBX Shipments by Region 2018 Hosted PBX Shipments by Employee Size 2018 Hosted Phone System (Only) Shipments by Employee Size 2018 Hybrid Phone System (Only) Shipments by Employee Size 2018 Hosted PBX Shipments by Number of Seats 2018 Hosted Phone System (Only) Shipments by Number of Seats 2018 Hybrid Phone System (Only) Shipments by Number of Seats 10 Largest Vertical Markets for Hosted PBX Annual Seat Growth Forecast for Installed Hosted PBX Systems 2017 Hosted PBX Sales by Vendor EasternManagementGroup 4

6 Hosted PBX Market Share Hosted PBX Seat Shipments Total Addressable Market for Hosted PBX Number of PBX Seats Up-For-Grabs 2018 Worldwide Total Addressable Market (TAM) for Hosted PBX 2018 Worldwide Lines Shipped by Business Phone System Type 2018 Worldwide Market Share by Business Phone System Type Pre 2018 to 2024 Market Share Purchases by Business Phone System Type Part 4 Offers Features Generally Included in Vendor Offers Basic Voice Features Package What Partners That Sell to the SMB Must Expect EasternManagementGroup 5

7 Important Optional Features to Package with Hosted PBXs Top 12 UC Features Ranked By IT Managers Most Popular Data Integration Applications for Customers Contact Center Importance to Customers Basic Contact Center Vendor Offers Advanced Contact Center Vendor Requirements Vertical Market Offers Six Widely Used Softphone Operating Systems for Hosted PBX Softphone Operating System Market Share The Six Best Bundled Offers for Vendors Most Popular VoIP Phones with Hosted PBXs How Long Should Contracts Run Over-the-Top or Provisioned Networks First Sale to the Customer: What Gets Sold Second Sale to the Customer: What Gets Sold Pull Through Revenue Opportunities for Vendors and Partners EasternManagementGroup 6

8 Part 5 Prices 77 Side-By-Side Price Comparisons of 10 Vendors 8X8 Configuration Prices Comcast Configuration Prices EarthLink-Windstream Configuration Prices Mitel Configuration Prices RingCentral Configuration Prices ShoreTel Configuration Prices Vonage Business Cloud Configuration Prices Vonage Enterprise Configuration Prices Verizon Configuration Prices West Configuration Prices Part 6 Economic Model for Pull through Services 109 Managed Services, Systems Integration, and Third Party Services Services Pull through Per $1 of Cloud Sales EasternManagementGroup 7

9 Services Profit Systems Integration Pull through Per $1 of Cloud Sales Systems Integration Profit Third Party Pull trough Per $1 of Cloud Sales Third Party Profit Pull through Aggregation Part 7 Distribution Channels for Hosted PBX Routes-To-Market How Vendors and Customers Should Select Channel Partners Emerging Roles for Master Agents Distributors and SIs Hosted PBX Market Share by Route-To-Market Direct Sales Channel: How it Should Work Inbound Marketing: How it Should Work Inbound Marketing Channel: How it Should Work EasternManagementGroup 8

10 Partner Sales Channel: How it Should Work How Many Channel Partners are Needed Average Sales Cycle Mean Time Expected Number of Monthly Partner Sales What Do Partners That Sell to the SMB Expect Keys to Partner Success How Partner Channels Are Expected to Change How Hosted PBX Customers Are Expected to Change Part 8 Hosted PBX Company Evaluations 136 Company Description Go-To-Market Services Support EasternManagementGroup 9

11 Services and Equipment Strategy and Analysis 8X8 Company Evaluation Comcast Company Evaluation EarthLink-Windstream Company Evaluation Mitel Company Evaluation RingCentral Company Evaluation ShoreTel Company Evaluation Verizon Company Evaluation Vonage Business Cloud (Vocalocity) Company Evaluation Vonage Enterprise (Telesphere) Company Evaluation West Company Evaluation Part 9 Integrations 368 Integrations Are Table Stakes for All Vendors Bundling Integrations for MRR EasternManagementGroup 10

12 8X8 Integrations Comcast Integrations EarthLink-Windstream Integrations Fuze Integrations Mitel Integrations RingCentral Integrations ShoreTel Integrations Verizon Integrations Vonage Business Integrations West Integrations Part 10 Appendix 382 Appendix A Research Methodology Appendix B About The Eastern Management Group Appendix C Contact EasternManagementGroup 11

13 Research Methodology Researching and forecasting the worldwide deployment of hosted PBX reflects a significant undertaking by The Eastern Management Group. Hosted PBX is now in place on every continent, and it is quickly displacing premises PBXs. To create the Worldwide Hosted PBX Market , we gathered global data both from vendors and customers. Bringing this report together required completed surveys from more than 20,000 Information Technology (IT) managers and technology vendors worldwide. Surveys were done by the Eastern Management Group with businesses ranging in size from one employee to more than a million in 19 vertical markets and seven world theaters. To this information, the Eastern Management Group added 30 years of quarterly PBX market data from our Monitor reports. All of the gathered intelligence was used in models and analyzed by our consulting team in order to produce this landmark almost 385 page report. EasternManagementGroup 12

14 About The Eastern Management Group The Eastern Management Group is an American technology company. We are one of the top communications research and consulting businesses in the world. Since our founding in 1979, we have maintained a concentration on global markets and vertical industries. And because we know products, services, applications, markets, suppliers and customers, we are able to conduct research and consulting assignments that meet our clients' needs. The Eastern Management Group researches and advises clients on market behavior, and benchmark practices. Our expertise, industry contacts, database, and analytical skills help thousands of clients manage effectively in an ever changing technology world. With a database of market information built and managed over decades, the information we collect, retain, and have available to our analysts and clients, is unparalleled. EasternManagementGroup 13

15 Contact We would like to hear from you. You can learn more about The Eastern Management Group on our web site. You can also contact our CEO directly. John Malone Ext EasternManagementGroup 14

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