Table of Content

Research Objectives and Methodology
Research Objectives and Methodology
Sample Structure of the Survey—By Country
Sample Structure of the Survey—By Industry
Introduction and Industry Opportunity

Introduction
The UCaaS Disruption—The Merging of Telephony Services and Cloud Applications
The UCaaS Disruption—The Rise of UCaaS Resale Models
The Value of UCaaS and Network Provider Partnerships
The Microsoft Effect and the Telecom Opportunity

Customer Preferences for Voice and Collaboration Services
PSTN Connectivity Options for Microsoft Cloud Phone System
Key Reasons for Preferred Method of PSTN Access
Preferred Method Analysis of Microsoft Teams Users

Reframing Voice Services in a Collaboration-First Market
Approaches and Responsibilities for Voice Services Integration
Customer-managed Communications Infrastructure
Provider-managed SBC Services
Communications Infrastructure as a Service
Integrated Calling Plans
Carrier-integrated Services

Key Findings and Provider Growth Opportunities
Key Findings
Growth Opportunities for Communications Service Providers

Appendix
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
Growth Opportunities Fuel the Growth Pipeline Engine™
List of Exhibits
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