Cloud-based voice and unified communications: operator strategies for SMEs

07 October 2021 | Research

Catherine Hammond

Strategy report | PPTX and PDF (10 pages) | SME Services

"Operators may miss out on growth in the unified communications market as SMEs increasingly adopt cloud-based solutions and services beyond voice."


Small and medium-sized enterprises' (SMEs') adoption of cloud-based voice and unified communications (UC) services has accelerated as a result of the COVID-19 pandemic. Operators play a major role in this market, but face competition from over-the-top service providers and local cloud voice specialists.

This report provides:

  • an analysis of the opportunities for operators to enhance their cloud-based voice and UC portfolios to address the needs of SMEs
  • information and insights about business demand and the competitive landscape
  • an overview of operators' strategies for increasing customer value and providing effective differentiation.


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