PBX機能とPSTN接続の需要評価

当レポートでは、ワークスタイルの進化、マクロ経済要因が通信予算やデジタル変革に与える影響、ビジネスコミュニケーションの進化に関するいくつかの仮説の検証を目的として、PBX（Private Branch Exchange）機能とPSTN（Public Switched Telephone Network）接続の重要性と使用率の動向、需要動向、今後の見通しなどをまとめています。

目次

調査の目的

調査手法と構造

調査仮説と重要な発見

• ハイブリッドワーク時代のエンタープライズテレフォニーとビジネスコール制御
• モバイルビジネスコミュニケーションの新たな段階
• 通信投資の意思決定における世代要因
• 主な調査結果

エンタープライズテレフォニー/ビジネスコール制御環境の進化

• 現在および将来のエンタープライズテレフォニー/ビジネスコール制御環境
• 将来のエンタープライズテレフォニー環境、地域別
• 将来のエンタープライズテレフォニー環境、企業規模別
• ハイブリッドテレフォニー環境が標準

UCCソリューションの導入状況と今後の予定

• UCCの導入は順調に進んでいる
• UCCソリューションの導入は強力
• UCCソリューションの導入は導入組織内で拡大
• UCCの導入はデジタル変革の重要な柱

PBX機能とPSTN接続の需要

• リモートデスクワーカー向けのPBX/クラウドまたはモバイルPBXへの投資
• 地域別のリモートデスクワーカー向けのPBX/クラウドまたはモバイルPBXへの投資
• リモートデスクワーカーのためのPSTN通話プランへの投資
• 地域別のリモートデスクワーカー向けのPSTN通話プランへの投資
• オフィス内のデスクワーカー向けのPBX/クラウドまたはモバイルPBXへの投資
• 地域別のオフィス内のデスクワーカー向けのPBX/クラウドまたはモバイルPBXへの投資
• オフィス内のデスクワーカー向けのPSTN通話プランへの投資
• 地域別のオフィス内デスクワーカー向けのPSTN通話プランへの投資
• 最前線の従業員のためのエンタープライズテレフォニーの導入
• 地域別の最前線の従業員へのエンタープライズテレフォニーの導入
• 最前線およびフィールドワーカーのためのPBX/クラウドまたはモバイルPBXへの投資
• 地域別の最前線およびフィールドワーカー向けのPBX/クラウドまたはモバイルPBXへの投資
• PSTN通話プランの最前線およびフィールドワーカーへの投資
• 地域別の最前線およびフィールドワーカー向けのPSTN通話プランへの投資
• 企業向け電話市場は成長機会をもたらす

クラウドベースのエンタープライズテレフォニーへの移行

モバイル通信の動向

付録

Is the Future of Business Call Control Mobile?

Frost & Sullivan's 2023 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations' priorities:

• Current communications and collaboration technology adoption rates and future adoption plans
• Demand for private branch exchange (PBX) and cloud/mobile PBX functionality
• Evolution of enterprise telephony/business call control environments
• Demand for public switched telephone network (PSTN) connectivity and calling plans
• Demand for mobile voice and data services
• Importance of different mobile communications solutions

The survey also aimed to test several hypotheses related to evolving work styles, the impact of macro-economic factors on communications budgets and digital transformation, and the evolution of business communications.

A key objective of this study was to test the hypothesis that private branch exchange (PBX) functionality and public switched telephone network (PSTN) connectivity are declining in importance and usage due to changing organizational requirements. More specifically, our assumption was that many organizations might look to save costs by decreasing their investments in PBX/enterprise telephony and PSTN services provided to remote workers, and even in-office employees, as collaboration services (e.g., video meetings and group chat) gain widespread adoption. In addition, our assumption was a zero-sum game between collaboration and telephony services: if communication budgets are static, additional investment in collaboration required a decline in PSTN services.

The survey results proved our hypothesis incorrect. Demand for PBX and PSTN connectivity remains strong, most likely boosted by customer migration to modern cloud/mobile PBX and unified communications as a service (UCaaS). However, other unified communications and collaboration (UCC) solutions are gaining traction even more rapidly as a result of evolving work models.

Our survey also tested the hypothesis that mobility is becoming an increasingly important business communications capability. Evolving flexible work programs are amplifying existing drivers for the adoption of mobile-first or mobile-ready business communications. Lengthy commutes for those going into offices, frequent business travel, and underserved frontline and field workers, in addition to a greatly expanded remote/hybrid workforce, drive investments in mobile solutions to keep employees productive and engaged anywhere, anytime.

The survey results proved the validity of our hypothesis and showed high demand for mobile business communications, including mobile voice

and data services, smartphones and tablets, mobile and desktop soft clients, and native mobile dialers with business phone numbers. Many organizations have already adopted a variety of mobility solutions at some level and others are planning to do so in the next three years.

Adoption of next-generation technologies, including cloud/mobile PBX and UCaaS, is typically delayed by a variety of factors including existing technology investments, lack of awareness of new technologies' benefits, budget constraints and change management issues. Our survey tested the hypothesis that the age of the ITDM is another important factor impacting speed of technology adoption, and more specifically that younger ITDMs are more likely to adopt cloud/mobile PBX/UCaaS and perhaps drive a shift to mobile-first or mobile-only communications.

The survey results show certain notable differences across ITDM age groups in terms of technology perceptions and investment plans, but not enough to fully prove our hypothesis. For example, a larger proportion of younger decision makers, compared to older ones, plan to adopt cloud PBX in the next three years. Also, younger decision makers place greater importance on mobile capabilities such as soft phones and native mobile dialers with business phone numbers. However, younger decision makers do not appear to be more averse to leveraging PBX functionality, PSTN connectivity, IP phones or analog fax.

Table of Contents

Research Objectives

• Research Objectives

Research Methodology and Structure

• Research Methodology
• Respondent Demographics

Research Hypotheses and Key Findings

• Enterprise Telephony and Business Call Control in the Era of Hybrid Work
• The New Phase of Mobile Business Communications
• The Generational Factor in Communications Investment Decision Making
• Key Findings

Evolution of Enterprise Telephony/Business Call Control Environments

• Current and Future Enterprise Telephony/Business Call Control Environments
• Future Enterprise Telephony Environments by Region
• Future Enterprise Telephony Environments by Company Size
• Hybrid Telephony Environments Are the Norm

UCC Solutions Adoption Status and Future Plans

• UCC Adoption is Well Underway
• UCC Solution Adoption is Strong
• UCC Solution Deployments Expand Within Adopting Organizations
• UCC Adoption is a Key Pillar of Digital Transformation

Demand for PBX Functionality and PSTN Connectivity

• PBX/Cloud or Mobile PBX Investments for Remote Desk Workers
• PBX/Cloud or Mobile PBX Investments for Remote Desk Workers by Region
• PSTN Calling Plan Investments for Remote Desk Workers
• PSTN Calling Plan Investments for Remote Desk Workers by Region
• PBX/Cloud or Mobile PBX Investments for In-Office Desk Workers
• PBX/Cloud or Mobile PBX Investments for In-Office Desk Workers by Region
• PSTN Calling Plan Investments for In-Office Desk Workers
• PSTN Calling Plan Investments for In-Office Desk Workers by Region
• Enterprise Telephony Adoption for Frontline Workers
• Enterprise Telephony Adoption for Frontline Workers by Region
• PBX/Cloud or Mobile PBX Investments for Frontline and Field Workers
• PBX/Cloud or Mobile PBX Investments for Frontline and Field Workers by Region
• PSTN Calling Plan Investments for Frontline and Field Workers
• PSTN Calling Plan Investments for Frontline and Field Workers by Region
• The Enterprise Telephony Market Presents Growth Opportunities

The Shift to Cloud-based Enterprise Telephony

• Cloud or Mobile PBX Services Adoption
• Cloud or Mobile PBX Services Adoption by Region
• Cloud or Mobile PBX Services Adoption by Age of ITDM
• Cloud or Mobile PBX Services Investments Among Current Users
• Cloud or Mobile PBX Services Investments Among Current Users by Region
• Cloud or Mobile PBX Services Investments Among Current Users by Age of ITDM
• Current Cloud or Mobile PBX/UCaaS Solutions/Providers
• Current Cloud or Mobile PBX/UCaaS Solutions/Providers by Region
• Future Cloud or Mobile PBX/UCaaS Solution Providers
• Future Cloud or Mobile PBX/UCaaS Solution Providers by Region
• Importance of a Fully Integrated UCaaS Solution
• Importance of a Fully Integrated UCaaS Solution by Region
• The Enterprise Telephony Market Presents Growth Opportunities

Mobile Communications Trends

• Mobile Business Calling App (Mobile Soft Phone) Adoption
• Mobile Business Calling App (Mobile Soft Phone) Adoption by Region
• Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users
• Mobile Business Calling App (Mobile Soft Phone) Investments Among Current Users by Region
• Company-Provided Mobile Phones Adoption
• Company-Provided Mobile Phones Adoption by Region
• Company-Provided Mobile Phones Investments Among Current Users
• Company-Provided Mobile Phones Investments Among Current Users by Region
• Business Mobile Voice and Data Services Adoption
• Business Mobile Voice and Data Services Adoption by Region
• Business Mobile Voice and Data Services Investments Among Current Users
• Business Mobile Voice and Data Services Investments Among Current Users by Region
• Importance of Soft Phones
• Importance of Soft Phones by Region
• Importance of Soft Phones by Age of ITDM
• Importance of a Native Mobile Dialer with a Business Phone Number
• Importance of a Native Mobile Dialer with a Business Phone Number by Region
• Importance of a Native Mobile Dialer with a Business Phone Number by Age of ITDM
• Importance of DECT/VoWLAN Phones
• Importance of DECT/VoWLAN Phones by Region
• Importance of DECT/VoWLAN Phones by Age of ITDM
• Usage of Business Communications Services via Personal or Company-Provided Mobile/Cellular Devices Today and in 2026
• Trends in Using Business Communications Services via Personal or Company-Provided Mobile/Cellular Devices
• Mobility is Critical, But it is Not a Mobile-Only World Yet

Appendix

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• Growth Opportunities Fuel the Growth Pipeline Engine™
• List of Exhibits
• Legal Disclaimer