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Melinda Stoker
November 29, 2016
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Independent Research by No Jitter Reveals Significant Growth of Cloud Communications Services in the Enterprise

nojitterstateofcloudcommsRingCentral recently sponsored No Jitter’s 2016 “The State of Cloud Communications” Industry Insights report. No Jitter’s independent research revealed that companies of all sizes are adopting cloud-hosted unified communications services to gain cost efficiencies, agility, resiliency, and scalability.

This year’s findings show respondents favor a model in which a provider owns, operates, and maintains the communications software on its cloud infrastructure versus a model in which the enterprise owns, operates, and maintains its own communications software on a provider’s cloud-based platform.

“The State of Cloud Communications” report highlights include:

  • Cloud PBX: Overall, 28% of 2016 survey respondents using cloud-hosted communications are getting PBX/call control functions from the cloud, a significant jump from 2015, when only 20% of respondents said their organizations were using cloud PBX. The forecast for 2017 looks promising, with 11% of this year’s respondents indicating they would be adding PBX services to their cloud portfolios within the next 12 months.
  • Mobile apps: 2016 survey results show 36% of respondents using video calling, team collaboration, and other mobile cloud communications services, compared to only 28% in 2015. Another uptick should follow in 2017, with 16% of respondents indicating their organizations would be adding these services in the next 12 months.
  • UC: One-third of this year’s respondents (34%) said they are already using the cloud for UC, with 20% signaling they would be doing so within the next 12 months.
  • Contact Center: Year-over-year growth in cloud contact center is noteworthy. In this year’s survey, 22% of respondents said they are using cloud-hosted cloud contact center services, up 2% from 2015. Ten percent of respondents said they’d be bringing on cloud contact center services in the next 12 months.

The No Jitter survey results come at a time of substantial growth in cloud communications. According to Gartner,* unified communications end-user spending is projected to grow from $37.2 billion in 2016 to $42.1 billion in 2020 (in US dollars). Gartner data also states that cloud UC end-user spending is expected to accelerate, growing from 28% of UC spend in 2015 to 41% of UC spend in 2020.

To download the full white paper report by No Jitter sponsored by RingCentral, click here.

Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

*Source: Gartner, Inc., Forecast: Unified Communication 2013-2020, 1Q16 Update, Megan Fernandez, Daniel O’Connell, 29 March 2016.