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市場調查報告書
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2125801

企業語音通訊的未來：柔軟性優先於統一性

The Future of Enterprise Telephony Prioritizes Flexibility Over Uniformity
出版日期: | 出版商: Frost & Sullivan | 英文 87 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

本研究檢驗了2026年至2029年企業語音通訊的演變，揭示了市場的發展趨勢並非一味地向雲端通訊轉型，而是融合了柔軟性的混合架構、行動技術和人工智慧平台。本研究基於Frost & Sullivan於2026年進行的全球IT和通訊決策者（ITDM）調查結果，分析了企業在雲端PBX、營運商託管電話系統、PSTN服務、行動通訊、桌面和無線終端、客服中心平台以及人工智慧增強型通訊解決方案方面的部署模式。研究結果挑戰了長期以來認為企業必然會遷移到完全基於雲端的電話環境的觀點，並指出混合通訊成為一種永續的營運模式。

本研究基於2026年6月至7月進行的全球定量調查。 Frost & Sullivan公司訪問了北美、歐洲、亞太和拉丁美洲的1198位IT和電信產業決策者，了解他們對電信和技術投資重點的見解。受訪者根據其自述的專業水準進行分組，以確保特定技術領域的見解能夠反映可靠的觀點。其中，專門針對企業語音通訊設定了一個樣本，包含400位對電話通訊和呼叫控制環境具有中等至較高知識水準的受訪者。為確保樣本的廣泛代表性，我們根據地區、產業和組織規模設定了配額。分析結合了對現狀的評估、與2025年調查結果的對比以及對2029年之前的預測。

本次調查揭示了幾個關鍵主題。首先，混合電話系統已從過渡階段發展成為一項策略目標。近半數企業目前採用混合環境，結合了本地部署和雲端平台，受訪者預計這種配置將持續主導市場至2029年。儘管雲端採用率持續成長，但大多數企業仍傾向選擇性現代化改造，而非徹底取代現有語音通訊資產。同時，企業對雲端PBX和託管語音通訊的投資依然強勁，超過一半的受訪企業計劃在未來三年內增加相關支出。

其次，對可靠性、彈性和管治的擔憂重塑部署決策。安全性和可靠性已成為保留本地電話功能的最重要原因，這一比例較2025年的預期水準顯著上升。預計轉向以本地部署為中心的環境的組織比例已從上次調查的16%上升至2026年的26%，這表明人們對通訊架構相關風險的認知有所提高，並轉向一種平衡的方法。各組織越來越傾向於採用「最優架構」方法，使部署選擇與營運、監管和安全要求保持一致，而不是採用「雲端優先」策略。

第三項關鍵發現是移動性的重要性日益凸顯。超過90%的受訪者表示，行動通話「重要」、「非常重要」或「不可或缺」，預計到2029年，使用行動裝置作為主要商務通訊終端的員工比例將從2025年的43%上升至56%。然而，調查也顯示，「行動優先」並不意味著「僅限移動」。企業仍在持續投資桌上型IP電話、DECT終端機和VoWLAN終端，凸顯了多樣化通訊環境的持續存在。

最後，客戶體驗和人工智慧主導的平台整合正成為通訊投資的核心驅動力。對基於雲端的客服中心解決方案、CPaaS、對話智慧以及整合式統一通訊/客服中心平台的強勁需求，反映出企業向一個融合員工和客戶體驗的生態系統轉變。大多數受訪者表示，他們更傾向於採用整合式通訊環境，該環境能夠利用通用人工智慧技術，貫穿通話、通訊、會議和客戶參與等工作流程。綜上所述，這些發現表明，最大的成長機會並非在於雲端遷移本身，而是在於建構一個安全、靈活且由人工智慧驅動的混合通訊環境，整合企業和客戶的互動。

目錄

研究目標和調查方法

  • 研究目標和調查方法
  • 所有樣本與企業語音通訊樣本的比較
  • 受訪者屬性
  • 整合通訊與協作預算
  • 受訪者屬性：企業語音通訊樣本
  • 整合通訊與協作預算編制 - 企業語音通訊範例

主要發現

  • 主要發現

企業語音通訊部署模式的演變

  • 投資雲端PBX或電信商管理的電話系統
  • 投資區域雲端PBX或電信商託管電話系統
  • 依組織規模分類的對雲端PBX或營運商管理電話系統的投資
  • 公共交換電話網路（PSTN）呼叫服務的投資
  • 區域公共交換電話網路（PSTN）呼叫服務的投資
  • 依組織規模分類的PSTN呼叫服務投資
  • 企業語音通訊/業務呼叫控制環境的過去、現在和未來
  • 目前各地區的企業語音通訊
  • 未來企業語音通訊（依地區）
  • 依公司規模分類的當前企業語音通訊
  • 依公司規模分類的未來企業語音通訊
  • 保留本地電話功能的理由
  • 部署模式的預期變更：2025年
  • 部署模式的預期變化：2026年
  • 混合電話系統不再是過渡階段，而是成為一項策略目標。
  • 企業語音通訊採用狀況的區域趨勢
  • 依組織規模分類的企業語音通訊採用趨勢
  • 混合通訊創造最大的市場機會。

行動性和通訊終端的發展趨勢

  • 手機通話的重要性
  • 依地區分類的手機通話重要性
  • 公司配發行動電話採用狀況
  • 公司配發行動電話普及率的區域細分
  • 企業級行動語音和資訊服務的採用情況
  • 企業級行動語音和資訊服務的區域普及情況
  • 使用個人擁有的或公司配發的行動電話作為存取商業通訊服務的主要設備的情況。
  • 對行動通話策略改進的要求
  • 對區域移動戰略改進的要求
  • 投資桌面IP電話
  • 各地區對桌上型電話的投資
  • 對DECT無線電話的投資
  • 區域投資DECT無線電話
  • 投資VOWLAN手機
  • 對 VoWLAN 電話的區域投資
  • 依公司規模分類的行動和統一通訊設備部署計劃
  • 未來是「行動優先」，但不是「行動專屬」
  • 行動通訊體驗之爭：安全將推動下一波投資浪潮
  • 企業移動性的區域重點

人工智慧推動對整合通訊平台的需求

  • 提升客戶體驗是我們最重要的投資重點
  • 客戶體驗目標推動人工智慧和CPaaS/API的普及
  • 對雲端客服中心的投資
  • 對人工智慧驅動的整合式統一通訊和客服中心平台的需求
  • 整合統一通訊中心和客服中心/客戶體驗的主要優勢
  • 遷移到整合員工體驗（EX）和客戶體驗（CX）的人工智慧平台

以雲端語音通訊為中心的組織的關鍵特徵

  • 隨著雲端運算的普及，使用者體驗管理和工具的激增成為新的挑戰。
  • 隨著雲端運算的成熟，IT 部門的負擔正從風險管理轉移到協調供應商、人員和決策。
  • 以雲端語音通訊為中心的企業對自身應對力充滿信心。
  • 對於依賴雲端語音通訊的組織而言，行動通話功能是一項策略重點。
  • 對於優先考慮雲端語音通訊的組織而言，整合客服中心具有更大的策略意義。
  • 以雲端語音通訊為核心的組織加大對通訊和協作解決方案的投資。
  • 以雲端語音通訊為中心的組織概況

附錄

  • 成長機會驅動Growth Pipeline Engine™。
  • 為什麼經濟成長變得越來越困難？
  • The Strategic Imperative 8（TM）

未來計劃

  • 成長機會的益處和影響
  • 後續步驟
  • 附件清單
  • 免責聲明
簡介目錄
Product Code: KD0F-64

This study examines the evolution of enterprise telephony between 2026 and 2029, revealing a market that is increasingly defined by flexibility, hybrid architectures, mobility, and AI-enabled platform convergence rather than a uniform migration to cloud communications. Drawing on Frost & Sullivan’s 2026 global survey of IT and telecom decision-makers (ITDMs), the research explores enterprise adoption patterns for cloud PBX, provider-hosted telephony, PSTN services, mobile communications, desktop and wireless endpoints, contact center platforms, and AI-enhanced communications solutions. The findings challenge the long-held assumption that organizations are moving inexorably toward fully cloud-based telephony environments and instead point to the emergence of hybrid communications as a durable operating model.

The study is based on a global quantitative survey conducted between June and July 2026. Frost & Sullivan interviewed 1,198 IT and telecom decision-makers with visibility into communications and technology investment priorities across North America, Europe, Asia-Pacific, and Latin America. To ensure that technology-specific insights reflected informed perspectives, respondents were segmented based on self-reported expertise levels, including a dedicated enterprise telephony sample of 400 respondents with moderate to high knowledge of telephony and call control environments. Quotas were established by geography, industry, and organization size to ensure broad representation. The analysis combines current-state assessments, longitudinal comparisons with 2025 survey results, and forward-looking projections through 2029.

Several major themes emerge from the research. First, hybrid telephony has evolved from a transitional state into a strategic destination. Nearly half of organizations currently operate hybrid environments that combine premises-based and cloud platforms, and respondents expect these configurations to remain dominant through 2029. While cloud adoption continues to expand, most organizations are pursuing selective modernization rather than complete replacement of existing telephony assets. In parallel, investment in cloud PBX and hosted telephony remains strong, with more than half of surveyed organizations planning to increase spending over the next three years.

Second, concerns surrounding trust, resilience, and governance are reshaping deployment decisions. Security and reliability have emerged as the most important reasons for retaining on-premises telephony capabilities, increasing substantially from 2025 levels. The proportion of organizations expecting to shift toward more premises-centric environments rose from 16% in the previous survey to 26% in 2026, indicating a more risk-aware and balanced approach to communications architecture. Rather than embracing a cloud-first strategy, organizations are increasingly pursuing a best-fit architecture approach that aligns deployment choices with operational, regulatory, and security requirements.

A third major finding is the growing importance of mobility. Mobile calling is considered important, very important, or crucial by more than 90% of respondents, while the share of employees using mobile devices as their primary business communications endpoint is projected to rise from 43% in 2025 to 56% by 2029. However, the research also demonstrates that mobile-first does not mean mobile-only. Organizations continue to invest in desktop IP phones, DECT devices, and VoWLAN endpoints, underscoring the persistence of diverse communications environments.

Finally, customer experience and AI-driven platform convergence are becoming central drivers of communications investment. Strong demand for cloud contact center solutions, CPaaS, conversational intelligence, and integrated UC and contact center platforms reflects a shift toward unified employee and customer experience ecosystems. The vast majority of respondents indicate a preference for integrated communications environments that leverage common AI technologies across calling, messaging, meetings, and customer engagement workflows. Collectively, these findings suggest that the strongest growth opportunities will emerge not from cloud migration alone, but from enabling secure, flexible, AI-powered hybrid communications environments that unify enterprise and customer interactions.

Table of Contents

Research Objectives and Methodology

  • Research Objectives and Methodology
  • Total Sample Versus Enterprise Telephony Sample
  • Respondent Demographics
  • Unified Communications and Collaboration Budgets
  • Respondent Demographics: Enterprise Telephony Sample
  • Unified Communications and Collaboration Budgets - Enterprise Telephony Sample

Key Findings

  • Key Findings

Enterprise Telephony Deployment Models Evolution

  • Investments in Cloud PBX or a Provider-Hosted Phone System
  • Investments in Cloud PBX or a Provider-Hosted Phone System by Region
  • Investments in Cloud PBX or a Provider-Hosted Phone System by Organization Size
  • Investments in PSTN Calling Services
  • Investments in PSTN Calling Services by Region
  • Investments in PSTN Calling Services by Organization Size
  • Past, Current, and Future Enterprise Telephony/Business Call Control Environments
  • Current Enterprise Telephony Environments by Region
  • Future Enterprise Telephony Environments by Region
  • Current Enterprise Telephony Environments by Company Size
  • Future Enterprise Telephony Environments by Company Size
  • Reasons for Keeping Telephony Capabilities on the Premises
  • Expected Shifts in Deployment Models: 2025
  • Expected Shifts in Deployment Models: 2026
  • Hybrid Telephony Is Becoming a Strategic Destination Rather Than a Transitional State
  • Enterprise Telephony Deployment Trends by Region
  • Enterprise Telephony Deployment Trends by Organization Size
  • Hybrid Communications Creates the Largest Market Opportunity

Mobility and Communications Endpoint Trends

  • Importance of Mobile Calling
  • Importance of Mobile Calling by Region
  • Company-Provided Mobile Phones Adoption
  • Company-Provided Mobile Phones Adoption by Region
  • Business Mobile Voice and Data Services Adoption
  • Business Mobile Voice and Data Services Adoption by Region
  • Use of Personal or Company-provided Mobile/Cellular Phones as Primary Devices to Access Business Communications Services
  • Desired Improvements in Mobile Calling Strategy
  • Desired Mobile Strategy Improvements by Region
  • Desktop IP Phone Investments
  • Desktop Phone Investments by Region
  • DECT Phone Investments
  • DECT Phone Investments by Region
  • VoWLAN Phone Investments
  • VoWLAN Phone Investments by Region
  • Mobility and UCC Device Investment Plans by Company Size
  • The Future Is Mobile-First, But Not Mobile-Only
  • The Battle for the Mobile Communications Experience: Security Drives the Next Wave of Investment
  • Regional Highlights in Enterprise Mobility

AI Drives Demand for Integrated Communications Platforms

  • Customer Experience Improvement is a Top Investment Priority
  • Customer Experience Objectives Drive AI and CPaaS/APIs Adoption
  • Investments in Cloud Contact Center
  • Demand for AI-Powered Integrated UCC and Contact Center Platforms
  • Top Benefits of Unified UCC and Contact Center/CX
  • The Shift to AI-Powered Platforms Unifying EX and CX

Distinctive Characteristics of Cloud Telephony-Centric Organizations

  • As Cloud Adoption Matures, Managing User Experience and Tool Sprawl Becomes the New Challenge
  • Cloud Maturity Shifts the IT Burden from Managing Risk to Orchestrating Vendors, Talent, and Decisions
  • Cloud Telephony-Centric Organizations are More Confident in Their Hybrid-Work Readiness
  • Mobile Calling is a Strategic Priority for Cloud Telephony-Centric Organizations
  • Integrated Contact Center is More Strategic for Cloud Telephony-Centric Organizations
  • Cloud Telephony-Centric Organizations Are Investing More Aggressively in Communications and Collaboration Solutions
  • The Cloud Telephony-Centric Organization Profile

Appendix

  • Growth Opportunities Fuel the Growth Pipeline Engine™
  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative 8™

Next Steps

  • Benefits and Impacts of Growth Opportunities
  • Next Steps
  • List of Exhibits
  • Legal Disclaimer