For years, communications service providers (CSPs) have made attractive overtures to enterprises around hosted services, only to be rebuffed at the door with the answer: “No thanks, we do that in house.” These days, however, enterprises are changing their tune and are more open to hosted services than ever before. Buoyed by the success of the cloud, and driven by the need to keep their networks lean and agile—two words not synonymous with premise-based PBX systems—hosted telecommunications services are enjoying a robust revival among enterprises.
By 2018, Infonetics predicts the hosted Voice over IP (VoIP) and unified communications (UC) market will reach $12 billion and over 60 million subscribers.
Not surprisingly, CSPs are gearing up to grab a bigger share of that market by identifying the revenue opportunities for hosted services and building robust platforms to support those services. But where are the biggest revenue opportunities in hosted services over the next few years? Let’s take a look at five hosted services that have the biggest potential to win over enterprise customers.
1) Hosted VoIP
Hosted VoIP is the most mature of the hosted telecommunications services, with many national and regional CSPs already competing in this space. The secret to success lies in differentiating their services, both in terms of quality/reliability and features. For both, it’s hard to beat BroadSoft, long recognized as the leading voice services platform in the industry.
2) Hosted UC
Most enterprises will start out with hosted VoIP to save money, but many soon move on to hosted UC solutions in order to enhance productivity and functionality. There’s a cost-savings component here too, especially when you consider the high cost that enterprises typically pay for audioconferencing and videoconferencing services. Both BroadSoft’s BroadWorks and Microsoft’s Lync (soon to be Skype for Business) provide CSPs with a robust UC platform that combines voice, video, email, IM, and data services into a unified, single-app experience.
3) Hosted Call Center
Over the next few years, the number of remote call agents deployed is expected to grow in double digits year over year. This trend is fueling interest in hosted call center solutions that allow enterprises to easily add and manage remote users. At the core of this hosted experience, however, CSPs still need to provide robust call routing and carrier-class quality/reliability—characteristics that Dialogic’s ControlSwitch System and BroadSoft’s BroadWorks have long delivered.
4) Enterprise Mobility Management
From mobile security to Bring Your Own Device (BYOD) strategies, enterprises are looking for service providers to help them integrate mobility into their business seamlessly across locations and applications. With BroadSoft and Dialogic solutions, CSPs can deliver enterprise mobility management as a service while leveraging the enterprise’s existing legacy communications solutions (e.g., PBXs, IP PBXs, call center applications).
5) SIP Trunking
The SIP trunking market alone is expected to reach $8 billion by 2018, according to Infonetics. SIP trunks provide a cost-effective path for IP communications growth, combining voice and data into a single connection that can be shared across sites for better efficiency and scalability. In order to secure and control SIP communications, enterprises require a session border controller (SBC) at their network edge, such as Dialogic’s BorderNet SBC.
We’ve outlined five ways to woo enterprise customers to hosted services, but what’s the best way to deliver those services? With BroadSoft voice and UC applications supported by fully compatible Dialogic products. As a trusted BroadSoft partner, Dialogic can help you plan, install and deploy BroadSoft solutions in your network with an end-to-send hosted services platform that delivers carrier-class levels of reliability, availability, security and rich communications features.