Hosted PBX Market

Hosted PBX Market by Solution, Service (Virtual Deployment & Setup, Virtual Assistance & Support, Online Charging Services, Emergency Call Routing Services, Protocol Management Services), Organization Size, Vertical, and Region - Global Forecast to 2023

Report Code: TC 6141 Apr, 2018, by marketsandmarkets.com

[151 Pages Report] The global hosted PBX market was valued at USD 4.19 Billion in 2017 and is expected to reach USD 9.50 Billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period. The base year considered for this study is 2017, and the forecast period is 2018–2023.

Objectives of the Study:

The main objective of the report is to define, describe, and forecast the hosted PBX market size by component (solution and services), organization size, vertical, and region. The report provides detailed information on the major factors (drivers, restraints, opportunities, and challenges) influencing the growth of the market. The report attempts to forecast the market size with respect to 5 main regions, namely, North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America. It strategically profiles key market players and comprehensively analyzes their core competencies. The report also tracks and analyzes competitive developments, such as partnerships, agreements, and collaborations, mergers and acquisitions, and new product developments, in the market.

The research methodology used to estimate and forecast the hosted PBX market size begins with the collection and analysis of data on key vendor revenues through secondary sources, including annual reports and press releases, investor presentations of companies; conferences and associations (International Conference and Business Expo on Wireless, Telecommunication & IoT [Wireless 2018], UC EXPO 2018, European VoIP Summit 2017, IIT RTC Conference and Expo, Mobile World Congress [MWC] 2018), technology journals, and certified publications; and articles from recognized authors, directories, and databases. The vendor offerings have also been taken into consideration to determine the market segmentations. The bottom-up procedure was employed to arrive at the overall market size of the market from the revenue of the key players and their market shares. The hosted PBX market spending across all regions along with the geographic split in various verticals was considered to arrive at the overall market size. After arriving at the overall market size, the total market was split into several segments and subsegments, which were then verified through primary research by conducting extensive interviews with key people, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), directors, and executives. The data triangulation and market breakdown procedures were employed to complete the overall market engineering process and arrive at the exact statistics for all the segments and subsegments. The breakdown of the profiles of primary participants is depicted in the below figure:

Hosted PBX Market

To know about the assumptions considered for the study, download the pdf brochure

The hosted PBX market consists of vendors providing hosted PBX solution and associated services including virtual deployment and setup, network traffic management, virtual assistance and support, configuration and change management, bandwidth management and optimization, online charging services, emergency call routing services, compliance management services, and protocol management services to commercial clients across the globe. Major vendors, such as Cisco Systems (US), AT&T (US), Avaya (US), BT Group (UK), Mitel Networks (Canada), 8x8 (US), Polycom (US), Comcast Business (US), MegaPath (US), CenturyLink (US), RingCentral (US), and XO Communications (US). The other players include Ozonetel (India), Nexge Technologies (India), BullsEye Telecom (US), TPx Communications (US), Telesystem (US), OneConnect (Canada), InterGlobe Communications (US), 3CX (Turkey), Star2Star Communications (US), Nextiva (US), NovoLink Communications (US), Datavo (US), and Digium (US), have adopted new product launches and partnerships, agreements, and collaborations as key strategies to improve their services and provide better solutions to enterprises and to expand their market reach.

Key Target Audience

  • VoIP service providers
  • Telecom service providers
  • Managed Service Providers (MSPs)
  • Information Technology (IT) service providers
  • Cloud service providers
  • System integrators
  • Wireless service providers
  • Network service providers
  • Training and education service providers

The study answers several questions for the stakeholders, primarily, which market segments to focus on in the next 2 to 5 years for prioritizing efforts and investments.

Scope of the Report

The research report segments the hosted PBX market into the following submarkets:

By Component:

  • Solution
  • Services

By Service:

  • Virtual Deployment and Setup
  • Network Traffic Management
  • Virtual Assistance and Support
  • Configuration and Change Management
  • Bandwidth Management and Optimization
  • Online Charging Services
  • Emergency Call Routing Services
  • Compliance Management Services
  • Protocol Management Services

By Organization Size:

  • Large Enterprises
  • Small and Medium-sized Enterprises

By Vertical:

  • IT
  • BFSI
  • Healthcare
  • Manufacturing
  • Retail
  • Government and Public Sector
  • Education
  • Others

By Region:

  • North America
  • Europe
  • APAC
  • MEA
  • Latin America

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Geographic Analysis

  • Further breakdown of US and Canada by component, services, organization size, and vertical
  • Further breakdown of UK and Germany by component, services, organization size, and vertical

Company Information

  • Detailed analysis and profiling of additional market players

MarketsandMarkets forecasts the global hosted PBX market size to grow from USD 4.73 Billion in 2018 to USD 9.50 Billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period.

The hosted PBX market is segmented on the basis of components (solution and services), verticals, organization size, and regions. The market is gaining traction, as hosted PBX is instrumental in offering a reliable and appropriate choice for enterprises that are demanding for a centralized and reliable phone system, without the hassles of onsite setup and maintenance costs. Hosted PBX solutions and associated services actively provide cost-free telephony features, thereby empowering enterprises to save on their CAPEX and OPEX. Hosted PBX removes the burden of the regular maintenance of the existing traditional phone system and frees up the core IT team to focus on their primary processes and business operations. In addition, it empowers enterprises and boosts their corporate image, so that they can focus on building an impression of being a large enterprise with a professional and hassle-free phone system. Services are evolving as an important aspect, as vendors are offering integrated service packages along with IP telephony solutions to their commercial clientele. The services segment of the market comprises various services, such as virtual deployment and setup, virtual assistance and support, network traffic management, bandwidth management and optimization, configuration and change management, online charging services, emergency call routing services, compliance management services, and protocol management services. The virtual deployment and setup segment is expected to hold the largest market size during the forecast period, as this service helps enterprises in deploying and setting up IP telephony by providing virtual support and assistance via the internet. The organization size segment is categorized into SMEs and large enterprises. The vertical segment is further categorized into IT, Banking, Financial Services and Insurance (BFSI), retail, government and public sector, healthcare, manufacturing, education, and others (travel and hospitality, automotive, transportation and logistics, and energy and utilities).

Hosted PBX is delivered as a hosted service and empowers enterprises to utilize the total benefits of a phone system, including Unified Communications (UC) applications, such as unified conferencing and messaging, VoIP calling, intelligent call routing, emergency calling, and on-demand applications, such as fax and video. It helps enterprises in saving on installation, operation, and maintenance costs, which are involved in a traditional PBX system, thereby offering reliable and centralized cost-effective telephone systems. Furthermore, hosted PBX provides add-on features that empower enterprises to scale or extend their telephone lines or accounts virtually with the use of softphones, thereby eliminating the need for dedicated hardware or device.

Hosted PBX Market

North America is expected to hold the largest market share and dominate the hosted PBX market during the forecast period. The region has witnessed huge investments in wireless technologies and the rapid adoption of trending technologies, such as cloud, IoT, mobility, and UC, which drives the critical need for reliable connectivity and communication. Furthermore, the growth in the North American region is attributed to the low TCO and OPEX required for hosted PBX as compared to the traditional PBX or telephony system. These factors are expected to drive the market in North America. The startup culture in North America is growing at a high rate as compared to other regions. Furthermore, growing number of SMEs and increasing digitalization in organizations are projected to drive the North American market. SMEs in North America adopt hosted PBX solutions and services to achieve a reliable communication system to improve the connectivity within organizations with less investments and minimal maintenance.

Asia Pacific (APAC) has witnessed an advanced and dynamic adoption of new technologies and has always been a lucrative region. The hosted PBX market in APAC is expected to grow at the highest CAGR during the forecast period. The growth in this region is primarily driven by the strong positive outlook of regional enterprises. In APAC, the demand for UC and video conferencing is growing, and hence, companies are looking for advanced UC components and delivery platforms to achieve centralized and reliable connectivity and communication system. The technological advancements in APAC, along with the increasing trend of adopting VoIP solutions and services, are expected to provide added benefits to the growth of hosted PBX market in APAC.

Concerns related to security and privacy is likely to be one of the restraining factors for the growth of hosted PBX market. However, recent developments, new product launches, and acquisitions undertaken by the major market players are expected to boost the market growth.

The study measures and evaluates major offerings and key strategies of the major market vendors, including Cisco Systems (US), AT&T (US), Avaya (US), BT Group (UK), Mitel Networks (Canada), 8x8 (US), Polycom (US), Comcast Business (US), MegaPath (US), CenturyLink (US), RingCentral (US), and XO Communications (US). The other players include Ozonetel (India), Nexge Technologies (India), BullsEye Telecom (US), TPx Communications (US), Telesystem (US), OneConnect (Canada), InterGlobe Communications (US), 3CX (Turkey), Star2Star Communications (US), Nextiva (US), NovoLink Communications (US), Datavo (US), and Digium (US). These companies offer reliable hosted PBX solutions and associated services to commercial clients across regions.

To speak to our analyst for a discussion on the above findings, click Speak to Analyst

Table of Contents

1 Introduction (Page No. - 16)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
    1.4 Years Considered for the Study
    1.5 Currency
    1.6 Stakeholders

2 Research Methodology (Page No. - 20)
    2.1 Research Data
           2.1.1 Secondary Data
           2.1.2 Primary Data
                    2.1.2.1 Breakdown of Primaries
                    2.1.2.2 Key Industry Insights
    2.2 Market Size Estimation
    2.3 Research Assumptions
    2.4 Limitations

3 Executive Summary (Page No. - 28)

4 Premium Insights (Page No. - 31)
    4.1 Attractive Market Opportunities in the Hosted PBX Market
    4.2 Market By Vertical and Region, 2018
    4.3 Market Investment Scenario, 2018–2023
    4.4 Market By Organization Size, 2018
    4.5 Market By Region, 2018 vs 2023

5 Market Overview (Page No. - 35)
    5.1 Introduction
    5.2 Market Dynamics
           5.2.1 Drivers
                    5.2.1.1 Rising Need for Enterprise Mobility
                    5.2.1.2 Low Capex and TCO
                    5.2.1.3 Rising Adoption of the Cloud and UC
                    5.2.1.4 Necessity to Upgrade From Traditional PBX to Cloud-Based PBX
           5.2.2 Restraints
                    5.2.2.1 Security and Privacy Concerns
           5.2.3 Opportunities
                    5.2.3.1 Rising Adoption of the Telco Cloud
                    5.2.3.2 Advent of Webrtc
                    5.2.3.3 Growing Trend of Network Convergence and UC Applications
           5.2.4 Challenges
                    5.2.4.1 Growing Concerns About QOS
    5.3 Hosted PBX: Features
           5.3.1 Intelligent Call Routing
           5.3.2 Automatic Call Distribution Queuing Management
           5.3.3 Fax-On-Demand
    5.4 Hosted PBX: Related Components
           5.4.1 Softswitch
           5.4.2 Softphone

6 Hosted PBX Market, By Component (Page No. - 41)
    6.1 Introduction
    6.2 Solution
    6.3 Services

7 Hosted PBX Market, By Service (Page No. - 45)
    7.1 Introduction
    7.2 Virtual Deployment and Setup
    7.3 Network Traffic Management
    7.4 Virtual Assistance and Support
    7.5 Configuration and Change Management
    7.6 Bandwidth Management and Optimization
    7.7 Online Charging Services
    7.8 Emergency Call Routing Services
    7.9 Compliance Management Services
    7.10 Protocol Management Services

8 Hosted PBX Market, By Organization Size (Page No. - 56)
    8.1 Introduction
    8.2 Small and Medium-Sized Enterprises
    8.3 Large Enterprises

9 Hosted PBX Market, By Vertical (Page No. - 60)
    9.1 Introduction
    9.2 Information Technology
    9.3 Banking, Financial Services, and Insurance
    9.4 Healthcare
    9.5 Manufacturing
    9.6 Retail
    9.7 Government and Public Sector
    9.8 Education
    9.9 Others

10 Hosted PBX Market, By Region (Page No. - 70)
     10.1 Introduction
     10.2 North America
     10.3 Europe
     10.4 Asia Pacific
     10.5 Middle East and Africa
     10.6 Latin America

11 Competitive Landscape (Page No. - 94)
     11.1 Overview
     11.2 Market Ranking
     11.3 Competitive Scenario
             11.3.1 New Product Launches
             11.3.2 Mergers and Acquisitions
             11.3.3 Partnerships, Agreements, and Collaborations

12 Company Profiles (Page No. - 98)
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
     12.1 AT&T
     12.2 BT Group
     12.3 Cisco Systems
     12.4 8x8
     12.5 Avaya
     12.6 Megapath
     12.7 Centurylink
     12.8 Polycom
     12.9 Mitel Networks
     12.1 Ringcentral
     12.11 Comcast Business
     12.12 XO Communications
     12.13 Ozonetel
     12.14 Nexge Technologies
     12.15 Bullseye Telecom
     12.16 TPX Communications
     12.17 Telesystem
     12.18 Oneconnect
     12.19 Interglobe Communications
     12.20 3CS
     12.21 Star2star Communications
     12.22 Nextiva
     12.23 Novolink Communications
     12.24 Datavo
     12.25 Digium

*Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

13 Appendix (Page No. - 142)
     13.1 Industry Experts
     13.2 Discussion Guide
     13.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     13.4 Introducing RT: Real-Time Market Intelligence
     13.5 Available Customizations
     13.6 Related Reports
     13.7 Author Details


List of Tables (64 Tables)

Table 1 Hosted PBX Market Size and Growth Rate, 2016–2023 (USD Million, Y-O-Y %)
Table 2 Market Size, By Component, 2016–2023 (USD Million)
Table 3 Solution: Market Size, By Region, 2016–2023 (USD Million)
Table 4 Services: BX Market Size, By Region, 2016–2023 (USD Million)
Table 5 Hosted PBX Market Size, By Service, 2016–2023 (USD Million)
Table 6 Virtual Deployment and Setup: Market Size, By Region, 2016–2023 (USD Million)
Table 7 Network Traffic Management: Market Size, By Region, 2016–2023 (USD Million)
Table 8 Virtual Assistance and Support: Market Size, By Region, 2016–2023 (USD Million)
Table 9 Configuration and Change Management: Market Size, By Region, 2016–2023 (USD Million)
Table 10 Bandwidth Management and Optimization: Market Size, By Region, 2016–2023 (USD Million)
Table 11 Online Charging Services: Market Size, By Region, 2016–2023 (USD Million)
Table 12 Emergency Call Routing Services: Market Size, By Region, 2016–2023 (USD Million)
Table 13 Compliance Management Services: Market Size, By Region, 2016–2023 (USD Million)
Table 14 Protocol Management Services: Market Size, By Region, 2016–2023 (USD Million)
Table 15 Hosted PBX Market Size, By Organization Size, 2016–2023 (USD Million)
Table 16 Small and Medium-Sized Enterprises: Market Size, By Region, 2016–2023 (USD Million)
Table 17 Large Enterprises: Market Size, By Region, 2016–2023 (USD Million)
Table 18 Market Size, By Vertical, 2016–2023 (USD Million)
Table 19 Information Technology: Market Size, By Region, 2016–2023 (USD Million)
Table 20 Banking, Financial Services, and Insurance: Market Size, By Region, 2016–2023 (USD Million)
Table 21 Healthcare: Market Size, By Region, 2016–2023 (USD Million)
Table 22 Manufacturing: Market Size, By Region, 2016–2023 (USD Million)
Table 23 Retail: Market Size, By Region, 2016–2023 (USD Million)
Table 24 Government and Public Sector: Market Size, By Region, 2016–2023 (USD Million)
Table 25 Education: Market Size, By Region, 2016–2023 (USD Million)
Table 26 Others: Market Size, By Region, 2016–2023 (USD Million)
Table 27 Hosted PBX Market Size, By Region, 2016–2023 (USD Million)
Table 28 North America: Market Size, By Component, 2016–2023 (USD Million)
Table 29 North America: Market Size, By Service, 2016–2023 (USD Million)
Table 30 North America: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 31 North America: Market Size, By Vertical, 2016–2023 (USD Million)
Table 32 North America: Market Size, By Country, 2016–2023 (USD Million)
Table 33 United States: Market Size, By Component, 2016–2023 (USD Million)
Table 34 United States: Market Size, By Service, 2016–2023 (USD Million)
Table 35 United States: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 36 United States: Market Size, By Vertical, 2016–2023 (USD Million)
Table 37 Canada: Hosted PBX Market Size, By Component, 2016–2023 (USD Million)
Table 38 Canada: Market Size, By Service, 2016–2023 (USD Million)
Table 39 Canada: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 40 Canada: Market Size, By Vertical, 2016–2023 (USD Million)
Table 41 Europe: Market Size, By Component, 2016–2023 (USD Million)
Table 42 Europe: Market Size, By Service, 2016–2023 (USD Million)
Table 43 Europe: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 44 Europe: Market Size, By Vertical, 2016–2023 (USD Million)
Table 45 Europe: Market Size, By Country, 2016–2023 (USD Million)
Table 46 Asia Pacific: Hosted PBX Market Size, By Component, 2016–2023 (USD Million)
Table 47 Asia Pacific: Market Size, By Service, 2016–2023 (USD Million)
Table 48 Asia Pacific: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 49 Asia Pacific: Market Size, By Vertical, 2016–2023 (USD Million)
Table 50 Asia Pacific: Market Size, By Country, 2016–2023 (USD Million)
Table 51 Middle East and Africa: Market Size, By Component, 2016–2023 (USD Million)
Table 52 Middle East and Africa: Market Size, By Service, 2016–2023 (USD Million)
Table 53 Middle East and Africa: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 54 Middle East and Africa: Market Size, By Vertical, 2016–2023 (USD Million)
Table 55 Middle East and Africa: Market Size, By Country, 2016–2023 (USD Million)
Table 56 Latin America: Hosted PBX Market Size, By Component, 2016–2023 (USD Million)
Table 57 Latin America: Market Size, By Service, 2016–2023 (USD Million)
Table 58 Latin America: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 59 Latin America: Market Size, By Vertical, 2015–2022 (USD Million)
Table 60 Latin America: Market Size, By Country, 2016–2023 (USD Million)
Table 61 Market Ranking for the Hosted PBX Market, 2018
Table 62 New Product Launches, 2015–2017
Table 63 Mergers and Acquisitions, 2017–2018
Table 64 Partnerships, Agreements, and Collaborations, 2015–2017


List of Figures (46 Figures)

Figure 1 Hosted PBX Market: Market Segmentation
Figure 2 Market: Research Design
Figure 3 Breakdown of Primary Interviews: By Company, Designation, and Region
Figure 4 Data Triangulation
Figure 5 Market Size Estimation Methodology: Bottom-Up Approach
Figure 6 Market Size Estimation Methodology: Top-Down Approach
Figure 7 Hosted PBX Market: Assumptions
Figure 8 Market Top 3 Segments, 2018
Figure 9 Market By Component, 2018
Figure 10 Necessity to Upgrade From Traditional PBX to Cloud-Based PBX and Rising Adoption of Cloud and Unified Communications is Expected to Drive the Hosted PBX Market Growth
Figure 11 Information Technology Vertical and North American Region are Estimated to Have the Largest Market Shares in 2018
Figure 12 Asia Pacific is Expected to Emerge as the Best Market for Investment in the Next 5 Years
Figure 13 Large Enterprises Segment is Estimated to Have the Larger Market Share in 2018
Figure 14 North America is Expected to Have the Largest Market Size During the Forecast Period
Figure 15 Hosted PBX Market: Drivers, Restraints, Opportunities, and Challenges
Figure 16 Solution Segment is Expected to Have the Larger Market Size During the Forecast Period
Figure 17 North America is Expected to Have the Largest Market Size in the Services Segment During the Forecast Period
Figure 18 Virtual Deployment and Setup Segment is Expected to Have the Largest Market Size During the Forecast Period
Figure 19 North America is Expected to Have the Largest Market Size in the Virtual Deployment and Setup Segment During the Forecast Period
Figure 20 Asia Pacific is Expected to Grow at the Highest CAGR in the Protocol Management Services Segment During the Forecast Period
Figure 21 Large Enterprises Segment is Expected to Have the Larger Market Size During the Forecast Period
Figure 22 North America is Expected to Have the Largest Market Size in the Large Enterprises Segment During the Forecast Period
Figure 23 Information Technology Vertical is Expected to Have the Largest Market Size During the Forecast Period
Figure 24 North America is Expected to Have the Largest Market Size in the Information Technology Vertical During the Forecast Period
Figure 25 Asia Pacific is Expected to Grow at the Highest CAGR in the Healthcare Vertical During the Forecast Period
Figure 26 North America is Expected to Have the Largest Market Size During the Forecast Period
Figure 27 Asia Pacific is Expected to Be an Attractive Destination in the Hosted PBX Market During the Forecast Period
Figure 28 North America: Market Snapshot
Figure 29 Solution Segment is Expected to Have the Larger Market Size in North America During the Forecast Period
Figure 30 Asia Pacific: Market Snapshot
Figure 31 Virtual Deployment and Setup Segment is Expected to Grow Two-Fold in Asia Pacific During the Forecast Period
Figure 32 Key Developments By the Leading Players in the Hosted PBX Market for 2015–2018
Figure 33 AT&T: Company Snapshot
Figure 34 AT&T: SWOT Analysis
Figure 35 BT Group: Company Snapshot
Figure 36 BT Group: SWOT Analysis
Figure 37 Cisco Systems: Company Snapshot
Figure 38 Cisco Systems: SWOT Analysis
Figure 39 8x8: Company Snapshot
Figure 40 8x8: SWOT Analysis
Figure 41 Avaya: Company Snapshot
Figure 42 Avaya: SWOT Analysis
Figure 43 Centurylink: Company Snapshot
Figure 44 Mitel Networks: Company Snapshot
Figure 45 Ringcentral: Company Snapshot
Figure 46 Comcast Business: Company Snapshot


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Report Code
TC 6141
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