CXTech Landscape Across Asia by Alan Quayle for TADSummit Asia 2020
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CXTech Landscape Across Asia by Alan Quayle, with the support of hundreds of people across CXTech The main updated include: Added another 200+ companies (bottoms-up analysis) Expanded list of global VoIP providers and CXTech companies Expanded list of master agents and distributors (mainly North America, international TBC) Added channel and telco contributions to the revenues Updated projections to include global recession for H2 2020 and H1 2021. Most collaboration providers are not impacted – slight acceleration for some Call center is initially not impacted, slight downturn in H1 2021 Usage based businesses impacted in H2 2020, e.g. CPaaS. Will update downturn model as company results get announced through 2020. Added regionalization of revenues (simple Americas, EMEA, Asia split) Below I show the gap for Asia on CXTech earnings for CPaaS. In the presentation you can also see the gap for enterprise VoIP, particularly for innovative smaller providers. Put simply, revenue earned in Asia is going to North America. Hence why for TADSummit Asia 2020 we're trying to help close the gap through: Encourage the Rise of Open Source Telecom Software across Asia Open Source Telecom Software Landscape Sessions from Asterisk, freePBX, Kamailio, OpenSIPS, and dratchio The Universal Telecom API in Asia An evolutionary outlook on the role of IT, by Sebastian Schumann, Technology & Innovation at Deutsche Telekom Improving the Experience of Realizing CXTech Use Cases, by Marten Schoenherr, CEO/Founder at Automat Berlin GmbH Panel discussion including: Mark White, Tech M&A, Investor, Founder, Board Member, Startup. Craig Richards, Vice President, Products and Engineering at Apigate Dinesh Saparamadu, Founder of Applova Inc., hSenid Group of Companies & PeoplesHR | Entrepreneur | HR & Mobile Industry Thought Leader Lots of programmable communications innovator interviews from across Asia, and an interview with David Curran from Dublin on the importance of hackathons. My hope is TADSummit Asia will help Asian entrepreneurs close the revenue gap in CXTech.
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CXTech Landscape Across Asia by Alan Quayle for TADSummit Asia 2020
- 1. CXTech Landscape Across Asia
- 2. We’ve Reached an Equitable Situation in Global Telecom Revenues Telecom services: Fixed telephony and broadband. Mobile voice, messaging, and broadband. Total is about $1.35T. 34% 33% 33% Global Distribution of Telecom Revenues Americas APAC EMEA
- 3. CXTech in Asia: Local Campions Emerge
- 4. Disclaimer 1. This is a work in progress. If you see any companies missing just let me know, thank you. 2. This is a rapidly shifting landscape, I guaranteed when you read this, it will be out of date. 3. This is an attempt to map out the companies and technologies across CXTech: CPaaS, CCaaS, UCaaS, business messaging, in-app communications enablers, enterprise messaging, collaboration, and all the automation tech. 4. There’s an associated excel sheet with company details and revenue breakdowns, all based on my guestimates (unless the company is listed and provides breakdown). 5. http://alanquayle.com/2019/12/cxtech-market-sizing-and-landscape/ © Alan Quayle 2020
- 5. Public CPaaS Communication Enabling Software and Platforms / Open Source Projects Business Messaging In-App Communications Employee Communications. Unified Comms, business telephony, phone systems, messaging, collaboration Enterprise Channel (Gamma, WWT, Verizon, AT&T, etc) Customer Communications. Contact center, messaging, trust, .. CXTech Framework (Borders are not solid, lots of grey zones) Automation Technologies (bots, speech rec, analytics, workforce management, knowledge management, conversational interfaces, marketing automation) © Alan Quayle 2020
- 6. What’s new in this update 1. Added another 200+ companies (bottoms-up analysis) 1. Expanded list of global VoIP providers and CXTech companies 2. Expanded list of master agents and distributors (mainly North America, international WIP) 2. Added channel and telco contributions to the revenues 3. Updated projections to include global recession for H2 2020 and H1 2021. 1. Most collaboration providers are unimpacted – slight acceleration for some 2. Call center is initially unimpacted, but slight downturn in H1 2021 3. Usage based businesses impacted in H2 2020, e.g. CPaaS. 4. Will update downturn model as results get announced through 2020. 4. Added regionalization of revenues (simple Americas, EMEA, Asia split) © Alan Quayle 2020
- 7. In App / Video Comms CPaaS / Messaging / Content / Payments CCaaSUCaaS Communication Enabling Software and Platforms Open Source Projects © Alan Quayle 2020
- 8. Open Source Projects Summary © Alan Quayle, 2020 Asterisk (Sangoma) Leading open source telecom app server, largest community dratchio (Dave Horton) The Node.js framework for SIP server applications (one to watch) easyRTC (Priologic Software) WebRTC toolkit suitable for building highly secure, WebRTC applications elastix (PaloSanto Solutions) UC wrap including Asterisk, FreePBX, HylaFAX, Openfire and Postfix. FreePBX (Sangoma) open source GUI (graphical user interface) that controls and manages Asterisk FreeSWITCH (Signalwire) Telecom application server for real-time communication, WebRTC, telecommunications, video and Voice over Internet Protocol (VoIP). FusionPBX (FusionPBX.com) FreeSWITCH GUI (Graphical User Interface) for PBX, carrier grade switch, call center server, fax server, voip server, voicemail server, conference server, voice application server, appliance framework and more HOMER (qxip) SIP Capture system and Monitoring Application Janus (Meetecho) lightweight (written in C) WebRTC Gateway jitsi.org (8X8) JavaScript WebRTC application and can be used for videoconferencing Kamailio (Astipo + many more) SIP server for building SIP services such as a SIP proxy, SIP Presence Server, SIP location server (direct competitor to OpenSIPS) Kazoo (2600Hz) Refocused on CPaaS / UCaaS enabler with Kazoo Kurento (Twilio) WebRTC media server. Bought by Twilio, code still available. mediasoup Open Source WebRTC SFU for Node.js. mediasoup is a low level component to build multi-party video conferencing applications. Medooze SIP Video Multiconference Media Server with WebRTC support. Mobicents / Restcomm Mobicents is an Open Source VoIP Platform written in Java to help create, deploy, manage services and applications integrating voice, video and data across a range of IP and legacy communications networks. The focus was principally telecom networks. NodeRed (IBM) Node-RED is a flow-based development tool for visual programming developed originally by IBM for wiring together hardware devices, APIs and online services as part of the Internet of Things (IoT). Now seeing broader use across programmable communications. openSIPS (OpenSIPS Solutions) SIP proxy/server for voice, video, IM, presence (direct competitor to Kamailio) RTPENGINE (Sipwise / ALE) The Sipwise (Alcatel Lucent Enterprise) NGCP (Next Generation Communication Platform) rtpengine is a proxy for RTP traffic and other UDP based media traffic. It's meant to be used with the Kamailio SIP proxy and forms a drop-in replacement for any of the other available RTP and media proxies. RTPProxy (Sippy Software) Sippy RTPproxy is a high-performance software proxy server for RTP streams that works together with OpenSIPS. Typical scenarios where RTPproxy needs to be used are NAT traversal or network bridging SIP3 (SIP3) RTC and VoIP traffic monitoring & analysis sipXcom (eZuce) Unified communications solution. Plug & play management system. Installation and configuration is automated and GUI based, phones from over 10 manufacturers are plug & play managed including auto-discovery, full configuration, directory management, speed dial, BLF, and firmware management, and users are provided with a Web portal for self-service administration. VICIdial (VICIDial group) VICIdial is an enterprise class, open source, call center suite in use by many large call centers Wazo Platform (Wazo) Open Source project to build carrier grade programmable IP communication infrastructures WebRTC (Google + lots of others) provides browsers and mobile applications with Real-Time Communications (RTC) capabilities via simple APIs. Yate Project (Null Team/SS7WARE) Yate (Yet Another Telephony Engine) is free and open source communications software with support for video, voice and instant messaging. It is an extensible, GPL licensed PBX. It is written in C++ with a modular design, allowing the use of scripting languages like Perl, Python and PHP to create external functionality.
- 9. Public CPaaS – those that identify as + do more than SMS © Alan Quayle 2019
- 10. Bottom-up Build of Market Size Yes, I know these growth figures are conservative compared to your business plan, but reality! Public CPaaS 2018 Revenue2019 Growth2020 Growth2021 Growth2022 Growth SIP Trunking Core API / Aggregation / Routing (voice and messaging) / minutes and messages / IVR / VASBusiness Messaging / Marketing2FA / Identity / Authenitcation / Fraud ManagementIoT CCaaS (Customer Comms / Collab - voice & video / chat)UCaaS (Employee Comms / Collab / messaging / IVR)Employees Simple Description 2600Hz / Kazoo 10 30% 15% 15% 25% 10% 70% 20% 40 Refocused on CPaaS / UCaaS enabler with Kazoo 46elks 8 25% 10% 20% 20% 100% 8 Swedish CPaaS Aculab 25 25% 15% 20% 20% 40% 20% 10% 15% 15% 80 Long established enterprise comms provider AeriaLink 5 45% 15% 25% 40% 60% 40% 20 Landline messaging Amazon 180 75% 40% 65% 60% 50% 20% 20% 10% 145 Simple Notifiction Service, MFA, resell of Twilio Voice (but likely to roll its oen in time), plus voice services like Poly and Chime Apeiron (bought 2019 Konatel) 2 40% 10% 25% 35% 100% 3 Couple of years old cpaas, based in CA Apifonica (Dzinga) 10 35% 10% 20% 35% 15% 65% 20% 25 European CPaaS - focused on services aql 20 35% 30% 35% 35% 60% 20% 10% 10% 80 Long established wholesale telecoms provider babl.biz 10 35% 30% 35% 35% 20% 60% 20% 20 UK-based CPaaS Bandwidth 165 30% 20% 25% 25% 20% 75% 5% 400 NAR-focused voice/messaging API (911 focus) BrightLink 20 40% 30% 35% 35% 10% 20% 35% 35% 30 Cloud based PBX / CPaaS Callfire 25 40% 30% 35% 35% 100% 90 Voice/SMS customer comms Callr 5 35% 15% 35% 35% 15% 75% 10% 8 Paris-based CPaaS since 2010 Cequens 45 35% 15% 35% 35% 10% 30% 45% 5% 5% 5% 125 MEA focus Cloudonix 1 100% 20% 50% 60% 100% Cloud based Asterisk platform CM 25 20% 10% 15% 15% 40% 50% 10% 100 Dutch Business Messaging / CPaaS CYDNE 15 35% 25% 30% 30% 65% 25% 10% 80 Notification services (voice and messaging) Dreambox 4 25% 0% 15% 25% 50% 50% 20 CPaaS and cloud contact center (currently focused on chatbots) Exotel 15 35% 15% 35% 35% 100% 120 India based CPaaS Flowroute (West) 15 35% 25% 35% 30% 40% 60% 50 NAR-focused SIP Trunking provider FoneDynamics 5 25% 10% 20% 25% 100% 20 Australian CPaaS bought by Uniti Wireless hoiio 25 65% 65% 60% 55% 20% 60% 20% 45 Singapore based CPaaS - expanding in Asia Infobip 400 10% 5% 10% 10% 25% 65% 10% 1800 Original A2P SMS provider, based in Crotia Intelepeer 170 25% 20% 25% 25% 20% 30% 15% 10% 15% 10% 240 CPaaS products complementary to UC/CC solutions, channel sales model, expanding internationally
- 11. CPaaS Market Sizing IDC Market size estimate is $2B in 2017, $11B in 2022 0 2000 4000 6000 8000 10000 12000 14000 16000 2018 2019 2020 2021 2022 Public CPaaS Revenues SIP Trunking Core API Business Messaging Authenitcation IoT CCaaS UCaaS Total
- 12. CPaaS Market: By Region Company is HQed Asia is significantly underrepresented in CPaaS. Growth is anticipated to be capped by acquisitions from US companies, e.g. Wavecell and 8X8. 0 2000 4000 6000 8000 10000 12000 14000 16000 2018 2019 2020 2021 2022 CPaaS Revenue by Region (of Company) Global Americas EMEA APAC
- 13. CPaaS Market: By Where revenue is earned 0 2000 4000 6000 8000 10000 12000 14000 16000 2018 2019 2020 2021 2022 CPaaS Revenue by Region Earned Global Americas EMEA APAC Asia is catching the US slightly faster than EMEA in CPaaS revenues earned.
- 14. But how to close the gap? 0 2000 4000 6000 8000 10000 12000 14000 16000 2018 2019 2020 2021 2022 CPaaS Revenue by Region (of Company) Global Americas EMEA APAC 0 2000 4000 6000 8000 10000 12000 14000 16000 2018 2019 2020 2021 2022 CPaaS Revenue by Region Earned Global Americas EMEA APAC 1. Talent is everywhere – so that’s not an excuse 2. CPaaS is no longer that interesting to VCs – so conservative Asian VCs in not an excuse 3. Open Source will commoditize CPaaS (Wazo and Dratchio) – so technology barrier is not an excuse, though adoption of open source is lower in Asia than in other regions 4. Perception in Asia that I do not see in Western markets that “telcos still own telecoms”
- 15. © Alan Quayle 2019 Business Messaging – SMS Focused
- 16. Bottom-up Build of Market Size Yes, I know these growth figures are conservative compared to your business plan, but reality! Business Messaging 2018 Revenue2019 Growth2020 Growth2021 Growth2022 Growth Partial list, there's 100+ more, many geographically focused on regions / cities 3C Interactive (IMIMobile) 24 25% 25% 25% 35% 60% 40% 100 SMS shortcode business messaging ActiveCampaign 100 25% 25% 25% 25% 100% 375 Email marketing, expanded into business messaging and automation AirMovil 5 45% 25% 35% 45% 100% 15 Mexico based, business messaging projects aldeamo 12 35% 25% 25% 35% 60% 40% 50 Latim America based business messaging / aggregation Avidmobile 8 15% 15% 5% 15% 20% 80% 10 Business messaging with reseller model avochato 4 65% 25% 35% 65% 100% 18 Business messaging for CRM platforms Callloop 4 35% 25% 25% 35% 100% 5 Business messaging and calling, not sure of current status Clickatel 60 20% 10% 5% 20% 20% 60% 5% 15% 140 Business Messaging (less CPaaS focus) Clicksend 5 50% 25% 25% 50% 100% 18 Oz based aggregator for business messaging ComAPI 18 25% 15% 15% 25% 70% 30% 45 UK based business messaging aggregator - bought 2017 by dotdigital (adding services beyong aggregation) Digital Media Interactive (Parateum) 5 25% 15% 15% 25% 80% 20% 20 Aggregator for business messaging enageSPARK 3 20% 10% 10% 20% 100% 12 Philippines based business communications workflows EZTexting 25 35% 15% 20% 35% 100% 110 US based business messaging gupshup 50 50% 25% 25% 50% 40% 60% 120 India based business messaging raised 40+M HeyWire (SFDC) 55 30% 15% 15% 30% 30% 70% 100 Business Messaging within SFDC Hustle 20 25% 15% 15% 25% 100% 80 US based business messaging focused on p2p comms IMIMobile 170 30% 10% 15% 25% 20% 80% 2000 India based technology and business messaging provider ImpactMobile 10 20% 10% 15% 20% 50% 50% 20 Business messaging, based in Canada, division of IMIMobile Kirusa 5 10% 0% 10% 10% 80% 20% Primarily a telco platform provider with a small enterprise messaging business (note figures are for enterprise revenue NOT telco) Lime Cellular 25 35% 15% 20% 35% 100% 45 Business messaging reseller / provider MacroKiosk 30 25% 15% 15% 25% 20% 60% 20% 60 KL based enterprise messaging / payments Mediaburst / ClockworkSMS 20 45% 20% 20% 45% 100% 15 Manchester based SMS API / Aggregator MessageMedia 8 20% 10% 10% 20% 30% 60% 10% 40 Australian Business Messaging
- 17. Business Messaging Market Sizing 0 1000 2000 3000 4000 5000 6000 7000 2018 2019 2020 2021 2022 Business Messaging BM Focused Total inc CPaaS
- 18. Business Messaging Regionalized More mature business, remember premium SMS, with Asian champions like IMIMobile. 0 1000 2000 3000 4000 5000 6000 7000 2018 2019 2020 2021 2022 Business Messaging Regionalized Global Americas EMEA APAC
- 19. Employee Communications UC, business telephony, phone systems Messaging and collaboration © Alan Quayle 2019
- 20. 2018 revenue either published or guestimate Growth either based on published #s or guestimate %aaS / hosted guestimate Employees based on published numbers or guestimate Employee Communications % aaS (includes hosted) UC / Enterprise Telephony 2018 Revenue2019 Growth2020 Growth2021 Growth2022 Growth 3CX 22 25% 25% 25% 25% 10% 4Com 20 20% 20% 15% 15% 15% 8X8 280 20% 20% 20% 20% 100% Aircall 18 55% 50% 45% 40% 100% ALU Enterprise / Sipwise 380 0% 0% 0% 0% 10% Amazon Chime 25 45% 45% 45% 45% 100% AMP Telecom 1 20% 20% 20% 20% 100% Audiocodes 50 10% 10% 10% 10% 20% Avaya 1200 -10% -10% -10% -10% 5% Birchills Telecom 1 10% 10% 10% 10% 100% Blueface / Star2Star 260 20% 20% 20% 20% 15% Broadview / Windstream Enterprise 220 0% 0% 0% 0% 10% Broadvoice 45 15% 15% 15% 15% 50% Centile (part of Within Reach) 15 20% 20% 20% 20% 100% Cisco 800 5% 5% 5% 5% 10% Crexendo 15 10% 10% 10% 10% 80% Dialpad 50 40% 40% 40% 40% 100% Digium 30 15% 15% 15% 15% 50% Dzinga 5 50% 50% 50% 50% 100% EvolveIP 55 25% 25% 25% 25% 80% Flat Planet Phone 1 15% 15% 15% 15% 100% Fuze 125 25% 25% 25% 25% 100% Grasshopper (bought by Citrix/GoTo) 30 15% 15% 15% 15% 100% Huawei 650 20% 20% 20% 20% 5% Intelepeer 180 20% 20% 15% 15% 80% Intermedia 125 10% 10% 10% 10% 50% Intulse 3 25% 25% 25% 25% 100% ipcortex (bought by Aerial Direct) inc Aerial Direct #s18 18% 18% 18% 18% 50% Jive Communications (bought by Citrix/GoTo)80 35% 35% 35% 35% 100% Magicjack (for business) 30 18% 18% 18% 18% 100% Megapath 32 15% 15% 15% 15% 35% Microsoft 700 20% 20% 20% 20% 20% MightyCall 20 15% 15% 15% 15% 100% Mission Labs (CircleLoop) 1 200% 150% 100% 80% 100% Mitel 300 10% 10% 10% 10% 20% Natterbox 15 35% 35% 35% 35% 100% NEC 230 5% 5% 5% 5% 5% net2phone 10 5% 5% 5% 5% 100% Nextiva 140 20% 20% 20% 20% 100% Univoip (OfficeConnect) 25 10% 10% 10% 10% 100% onsip 13 15% 15% 15% 15% 100% ooma 55 18% 18% 18% 18% 100%
- 21. UC / Enterprise Phone System Market Sizing • Analysis has closed the gap on top-down predictions, UC market is approx. $33B in 2021! • Of small players approx 80% use open source telecom software, with Asterisk being the dominate project. Average age of companies is 6.5 years old. • For small players 50% of revenue is from cloud/hosted services – hybrid matters • For large players 30% is from cloud/hosted because legacy revenues tend to be on-prem 0 5000 10000 15000 20000 25000 30000 35000 40000 2018 2019 2020 2021 2022 Enterprise Voice / UC Total Large Small
- 22. Regional Distribution of UC / Phone System Revenues • Regional distributions is similar to other top-down analysis – its an established market • However, Asia is under-performing with respect to innovative smaller VoIP providers in the market • Perception in Asia that I do not see in Western markets that “telcos own telecoms” 0 5000 10000 15000 20000 25000 30000 35000 40000 2018 2019 2020 2021 2022 Regional Distribution Total Enterprise VoIP Global Americas EMEA APAC 0 2000 4000 6000 8000 10000 12000 2018 2019 2020 2021 2022 Regional Distribution of Small Providers Global Americas EMEA APAC
- 23. What Should Asia Do? • Encourage the Rise of Open Source Telecom Software across Asia – Open Source Telecom Software Landscape – Sessions from Asterisk, freePBX, Kamailio, OpenSIPS, and dratchio • The Universal Telecom API in Asia – An evolutionary outlook on the role of IT, by Sebastian Schumann, Technology & Innovation at Deutsche Telekom – Improving the Experience of Realizing CXTech Use Cases, by Marten Schoenherr, CEO/Founder at Automat Berlin GmbH – Panel discussion including: • Mark White, Tech M&A, Investor, Founder, Board Member, Startup. • Craig Richards, Vice President, Products and Engineering at Apigate • Dinesh Saparamadu, Founder of Applova Inc., hSenid Group of Companies & PeoplesHR | Entrepreneur | HR & Mobile Industry Thought Leader • Lots of programmable communications innovator interviews from across Asia, and an interview with David Curran from Dublin on the importance of hackathons
- 24. Any Questions? • Go to the TADSummit weblog on this presentation for a public discussion: http://blog.tadsummit.com/2020/05/4/cxtech- landscape/ • Contact me directly alan@alanquayle.com
Editor's Notes
- Revision - 4th August 2020
- The CXTech Framework breaks out the main components: Communication Enabling Software and Platforms / Open Source Projects - these are the building blocks of the whole of CXTech. See slide 3 for companies. Public CPaaS is defined as requiring PSTN and optionally IP based: voice, messaging and often DIDs. Available through an on-demand or B2B public APIs. See slide 4 for companies. Business messaging focused on SMS (MMS/RCS), Whatsapp and other IP messaging for marketing automation. See slide 5 for companies. In-app communications is voice, video and messaging that is generally IP only, not breaking out to the PSTN. See slide 6 for companies. There is a massive tool box of automation technologies, like bots, conversational interface technology, speech rec, analytics, workflow management, that lower costs and improve experiences in employee and customer communications. This is not studied in this rev of the analysis. We break the Enterprise Communications Solutions into 2 broad categories, which reflects the two main buying groups in an enterprise: Employee Communications and Customer Communications. See Slide 7 for a partial list of Employee Communication companies. Customer Communications is for a later rev of the analysis. And last but definitely not least are the Enterprise Channels that package, configure, and customize ICT solutions for businesses in the cities / countries of operations. This is not studied in this rev of the analysis. Boxes in green are studied in this revision of the analysis.
- Revision - 8th August 2019
- These are the companies building the telecom application services, application frameworks, management GUIs, testing and control systems of CXTech. Its a small group of open source software experts revolutionizing the whole communications / telecoms industry. There are also a group of companies building CPaaS / UCaaS / CCaaS enablers for other companies to build and offer services. For example, hSenid Mobile supplies the technology and processes for IdeaMart, one of the longest running and most successful telco CPaaS. Apigate, Kandy, Telenity, Telestax, MITTO, IMIMobile and 2600Hz also fall into this category. See associated Excel sheet for categorization and revenue breakdown – all my guestimates.
- See associated Excel sheet for categorization and revenue breakdown – all my guestimates. Also check out the business messaging slide for CPaaS you consider missing. It’s not a clear divide between the 2 categories of Public CPaaS and Business Messaging, many in the business messaging segment are customers of the CPaaS segment. And some of the CPaaS providers like thinQ, Bandwidth, Sinch are suppliers to other CPaaS based on region and communications type. The division between CPaaS and business messaging is based on business focus, that is where the majority of the revenue or business effort is spent.
- See associated Excel sheet for categorization and revenue breakdown – all are my guestimates. These are just a few of the providers, there are lots to add, some focus on addressable markets limited to just one cities. The reason is the focus on customer relationship to filter out all the technology and options, and simply work with their customers to improve customer and employee experiences.
- See associated Excel sheet for names of companies – I’m working on revenue breakdowns and further categorization. We’re just scratching the surface of this space in this slide. I’ve not included all the legacy audio conference providers, rather the richer video, whiteboard, online collab tools. LHS of slide is focused on telephony, RHS on messaging and collab. With the big companies in the middle that cover both. Key Points: There are LOADS of messaging platforms, looking at the customer logos shows enterprises are using multiple messaging platforms. Also messaging is embedded in lots of enterprise tools, like project management, I’ve not included those companies in the landscape. Messaging and collaboration are not a one supplier wins all for many enterprises. While telephony for employee communications does appear to be generally a single supplier win, and the telephony win does not correlate to a messaging win. Hence, diversity in supply of employee communications will remain the norm. Cloud based telephony is maturing, yet there are still lots of premise and hosted based offers being bought today. Many VAR focus on user experience simplicity, reselling the core platform of an established UC vendor, and they focus on augmenting with devices and UE that meet specific vertical needs. Slack is not the only game in town for enterprise messaging, there are tens of other providers, some focused on verticals, or security, or simplicity, or business process features built-in. Telephony has a simpler enterprise use case A calls B for a voice conversation (with recording, analytics and integrations being options), messaging and collaboration have many more use cases and hence diversity in supply. For employee communications, anything that tries to be unifying across all communications is likely to result in an overly complex experience. Sometimes a calculator is good enough, sometime an excel sheet, and sometimes a specialized modelling tool is required. The modelling tool can do everything the others can, but most people can not use it. Messaging and collaboration use cases are too varied for a single unified solution – UCaaS is a misnomer.
- Use as an example of how the sizes where determined