The Parallel SMB Cloud study of 2014 is here.
VoIP Logic did a survey of Hosted VoIP. These are some highlights:
- 67.5% of Service Providers are willing to outsource some or all of their revenue generating technology.
- Both the selection of telephones and other customer premise equipment (66.8%) and the selection of network type (80.1%) are considered to be very important or crucial to the success of the opportunity. [Note: This is inconsistent with an emerging trend of bring your own device (BYOD) and reliance on the public Internet which indicates that Service Providers might not find BYOD a favorable development.]
- The three most prevalent services sold by Service Providers who work with VoIP technology are Hosted PBX (61%), SIP Trunking (54%) and Data Networking, which includes IP, MPLS and point-to-point circuits (33.9%)
- Over a third of all Service Providers (34.1%) do NOT have a disaster recovery strategy that employs geographic redundancy or fail-over in the event of a disruption of service at their primary site. Considering that outage sensitivity is rated as so relevant and geographic backup is highly correlated with uptime, this is surprising.
- The three most desirable characteristics when selecting technology for a VoIP service offering are Expected Uptime (33%), Stable and Well Regarded Technology (33%) and Cost (20%). While Uptime and Cost are tangible characteristics that lead to happier customers and better profit margins – and are therefore expected – Well Regarded Technology is aspirational (and, generally, more expensive).
- The three most highly ranked characteristics that contribute to a successful commercial strategy - sales and customer retention – are Existing Customer Relationship (52%), Pricing (13%) and Customer Support (9%). These are not surprising – especially among smaller operators who rely on personalized interaction – though the degree to which an existing relationship outstrips all other factors is an important data point when gauging which sales strategies have the greatest chance of success.