The Compelling Business Case for Cloud Communications: a detailed Assessment of the roi/tco benefits of Cloud ucc

EXECUTIVE SUMMARY

Businesses increasingly trust the cloud for their communications and customer care solutions. The North 

American hosted Internet protocol (IP) telephony and unified communications and collaboration (UCC) user 

base is expected to grow at a compound annual growth rate (CAGR) of 25 to 30 percent from 2014 until 2020.

Compelling Benefits Drive Adoption 

Frost & Sullivan research shows that 80 percent of North American information technology (IT) investment 

decision makers deploy cloud communications to gain access to advanced features and capabilities; 76 percent 

choose cloud technologies to supplement limited in-house IT/telecom resources and to eliminate the hassle of 

integrating multi-vendor products and solutions. 

Customer organizations are also increasingly moving their contact center operations to the cloud. Eighty-five 

percent  of  Frost  &  Sullivan  survey  respondents  cite  ease  of  use  and  improved  business  continuity/disaster 

recovery capabilities as key factors driving this migration; reduced cost of ownership is a key driver for 81 

percent of respondents adopting cloud contact center solutions.