SOURCE: Infonetics Research

Infonetics Research

April 01, 2010 08:05 ET

Infonetics Research: Trend toward hosted and business VoIP services seen across three new reports

BOSTON, MA--(Marketwire - April 1, 2010) -  Market research firm Infonetics Research ( recently published 3 voice over IP and unified communications reports:

"The enterprise telephony market was hit hard in 2009 due to the recession, but based on the latest quarterly shipment figures and results from our March 2010 survey of North American enterprises about IP PBX spending, it appears that the bleeding has stopped and 2010 promises to be a better year, good news for vendors and service providers alike," notes Matthias Machowinski, directing analyst for enterprise voice and data at Infonetics Research. "From our IP PBX survey, it appears that businesses are increasingly embracing a hosted services model, as their capacity needs will depend on how robust the economic recovery is, and hosted services allow them to more easily ramp their capacity needs up and down without a huge cash layout for equipment."

Diane Myers, directing analyst for service provider VoIP and IMS at Infonetics Research, adds: "VoIP services sold to the residential/SOHO market still make up the lion's share (about three-quarters) of total VoIP service revenue, but we saw a pickup in business VoIP service revenue growth in late 2009 and service providers report that they are seeing increasing interest in hosted VoIP services across all sizes of businesses, including large enterprises. We expect this trend to continue as more companies turn to hosted services for their voice needs, with business VoIP services making up almost a third of all VoIP service revenue by 2014."


  • Most phone extensions today are delivered via IP PBXs, having out-shipped TDM PBXs for years, and are finally taking up a sizable share of the installed base
  • Businesses expect to increase their phone extensions at a slightly higher-than-normal growth rate over the next 2 years (15%), which can be attributed to hiring and growing following the recession
  • Applications expenditures are expected to rise 14% in 2010; they will play a crucial role in increasing an organization's efficiency and employee productivity
  • Cisco leads the list of deployed IP PBX vendors by far, with 18% of respondents have Cisco installed today


  • Service provider revenue from residential/SOHO and business VoIP services increased 20% between 2008 and 2009, to $41.6 billion
  • IP connectivity services are the fastest growing segment of the business VoIP services market, followed by hosted VoIP and unified communication services and managed IP PBX services
  • The sweet spot of the North American IP Centrex services market continues to be small businesses (fewer than 100 employees), although service providers are increasingly signing new customers with more than 100 employees
  • Central and Latin America saw the strongest revenue growth for VoIP services in 2009, led by the residential VoIP segment, which jumped 84%
  • The number of residential/SOHO VoIP subscribers grew 24% in 2009 to 132 million worldwide
  • NTT, Comcast, and France Télécom are the world's largest VoIP service providers, together holding roughly 20% of the world's residential and SOHO VoIP subscribers


  • In 4Q09, worldwide sales of enterprise unified communication, VoIP, and TDM equipment together grew 3% sequentially, to $2.2 billion
  • For the 2009 year, revenue dropped 21%, from $10.4 billion to $8.2 billion
  • Revenue is expected to see a lift in 2010, led by pure IP PBX phone systems, as worldwide economic conditions improve
  • Cisco continues to lead the pure IP PBX system market, although their annual revenue is down in 2009 from 2008, while NEC and Aastra made big gains in this segment

For the Communication Expenditures and IP PBX Vendor Ratings: North American Enterprise Survey, published in March 2010, Infonetics asked IP PBX phone system purchase decision-makers at 113 US and Canadian companies about their 2010-2012 buying plans, the type of equipment being deployed, expenditures, communication infrastructure requirements, and vendors - including vendor brand awareness, vendors installed and under evaluation, vendor familiarity, vendor ratings, and top three IP PBX vendors. Respondents rated 6 IP PBX vendors (Avaya, Cisco, Microsoft, Mitel, NEC, Nortel) on 8 criteria: reliability, security, features, price-to performance ratio, pricing, financial stability, service and support, ease of use.

Infonetics' biannual VoIP and UC Services and Subscribers report provides worldwide and regional market size, forecasts, and analysis of residential/SOHO VoIP services, business VoIP and UC services, and residential/SOHO VoIP subscribers. Business voice services tracked include managed IP PBX services, hosted VoIP and unified communication services (IP Centrex by business size, UC applications, UC telephony), and IP connectivity services (VoIP VPN/IP access, SIP trunking, IP integrated access). Consumer VoIP subscriber market share is provided for AT&T, Cablevision, Charter, Comcast, Cox, Embratel NetFone, France Télécom, Free, KDDI, LG Dacom, LibertyGlobal, NTT, ONO, PCCW, Portugal Telecom, Rogers, SFR, SK Broadband, SoftBank, Tele2 Netherlands, Telecom Italia, Time Warner Cable, Vonage, and others. The report includes a VoIP Service Provider Leadership Matrix for North America and EMEA, analyzing and ranking the top IP Centrex and IP connectivity service providers.

Infonetics' quarterly Enterprise Unified Communication, VoIP, and TDM Equipment report tracks 3Com, Aastra, AudioCodes, Alcatel-Lucent, Avaya, Cisco, Dialogic, D-Link, Mitel, NEC, Nortel, NET/Quintum, Samsung, ShoreTel, Siemens, Tadiran, Toshiba, Vertical, and others. The report provides worldwide and regional market size, market share, analysis, and forecasts through 2014 for TDM PBX and KTS systems, hybrid and pure IP PBX systems, IP PBX by system size, VoIP gateways, unified communication applications (communicator, unified messaging), IP desk phones and IP soft phones.


See Infonetics' portal for details (

  • North America and EMEA Business VoIP Services Leadership Matrix
  • IMS Product Features and Vendor Ratings: Global Service Provider Survey
  • IMS Services Strategies: Global Service Provider Survey
  • Residential Voice, Video, and Data Services in North America
  • SIP Trunking Deployment Strategies: North American Enterprise Survey

Log on or join: From the portal, go to RESEARCH, then ENTERPRISE VOICE AND UC or SERVICE PROVIDER VOIP AND IMS.


Infonetics Research is an international market research and consulting firm serving the communications industry since 1990. A leader in defining and tracking emerging and established technologies in all world regions, Infonetics helps clients plan, strategize, and compete more effectively.

Contact Information

  • Lead Analysts:
    Matthias Machowinski
    Directing Analyst, Enterprise Voice and Data
    Infonetics Research
    Email Contact
    +1 (408) 583-3363

    Diane Myers
    Directing Analyst, Service Provider VoIP and IMS
    Infonetics Research
    Email Contact
    +1 408.583.3391