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The State of North American Business Customer Adoption of IPT and VOIP: Page 2 of 4

Suppliers and service providers hold the key to stimulating enterprise customer adoption of CPE and Hosted systems
April 01, 2008

IP PBX AND HOSTED VOIP ADOPTION TRENDS

Compared to 2006, spending on IP telephony and deployment rates rose. In the 2007 survey we also learned that:

  • Enterprise IPT spending levels have increased. In 2007, 63 % of North American enterprise budgets included increases in year-over-year spending on IP PBXs and hosted IPT, compared with 52% in 2006. Fifty-three percent of large enterprises said they’d increase spending in 2007, as did 73% of Global 2000 enterprises. Utilities are also heavy spenders-- 82% of enterprises in this industry reported that their budgets for IP telephony grew in 2007.
  • Enterprise deployments are inversely related to company size. Twenty three percent of North American enterprises had deployed IP PBXs, up from 14% a year earlier. Enterprise deployment of hosted VOIP has almost tripled --from 3% in 2006 to 8% in 2007. Given the challenges of funding and managing multi-site installations, current deployment levels of both IP PBXs and hosted VOIP decrease as company size increases. However, this is a timing issue, since the percentage of companies which are in the process of rolling out both technologies increases with size. Planned migrations for both IP PBXs and hosted VOIP are remarkably consistent—with the biggest jumps in adoption occurring between 2007 and 2009 (see Figure 1).

    FIGURE 1: Adoption Of And Interest In IP PBX And Hosted VoIP Varies With Size

    “At what stage is your company in the adoption of IP PBX and hosted VoIP?”


    (percentages may not total 100 because of rounding)
    Base: 348 technology decision-makers at North American enterprises
    Source: Forrester Research Enterprise Network And Telecommunications Survey, North America And Europe, Q1 2007
  • By industry, business services and financial services are the heaviest adopters. North American enterprises in the business services and finance and insurance sectors have most aggressively deployed IP telephony to-date; companies in the public sector and media, entertainment and leisure sectors will be in the next wave of IP PBX adopters. Manufacturers and public sector organizations have been the biggest adopters of hosted VOIP, and companies in the finance and insurance organizations are currently most aggressively rolling out this service. Retail/wholesalers are evaluating and piloting both types of IPT solutions, and are closely followed by organizations in the public sector (see Figure 2).

    FIGURE 2: Enterprise Adoption Of And Interest In IP PBXs and Hosted VOIP Varies By Industry

    Figure 2a “At what stage is your company in the adoption of IP PBX?”


    Figure 2b: “At what stage is your company in the adoption of hosted VoIP and site-to-site WAN VoIP?”

    Base: 348 technology decision-makers at North American enterprises
    Source: Forrester Research Enterprise Network And Telecommunications Survey, North America And Europe, Q1 2007
  • Enterprise use of managed IPT services is steady. By definition, companies which use hosted VOIP are using a managed IPT service. Another 5% said they were ‘very interested’ in this type of approach, and 24% were ‘somewhat interested’. Current use, and interest in using managed IPT services, increase with company size, and thus also closely correlates with the number of locations to be managed—the greater the number of sites, the higher the interest in a managed IPT service. Companies in the manufacturing and media, entertainment and leisure industries are the greatest users of managed IPT services today. Retail/wholesalers and companies in the media, entertainment and leisure industries also are “very interested” in using managed IPT services in the future.

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