Increased multi-country UC demand spells new opportunities for VARs

More than half of organisations now have sites or employees outside their domestic market requiring cloud communications solutions, opening up new opportunities for value-added resellers (VARs) with multi-country offerings.

This is according to new research from Cavell, telecoms industry analysts, and CallTower, which says that 56% of businesses with staff in different markets are being driven towards unified comms solutions that don’t require hardware investment to connect their teams.

The European UCaaS and telephony markets are also forecast to grow significantly alongside the need for multi-country offerings. Total cloud communications users will increase by 50% to surpass 80 million by 2028, representing an expected revenue growth of £1 billion to a total of £5.5bn. At the same time users of Microsoft Teams telephony will grow to almost 20 million, with Operator Connect in line to be the dominant solution (roughly 50% market share) and Direct Routing Partners to be close second.

Contact centres are an increasing part of the predicted growth, with Cavell forecasting that cloud-enabled contact centre agents will exceed one million by 2028, and stating that the traditional boundaries between unified communications and contact centre technologies are rapidly dissolving.

Paul Holden, VP of EMEA Sales at CallTower said: “Taken together, the revenue predictions and the trends we’re seeing in enterprise organisations have created a significant growth opportunity for multi-country VARs – if they can offer a single voice platform that plugs into the leading unified comms products and provides flexibility to move between them. The rewards are even greater for VARs that can include contact centre seats as part of their offering, as contact centre solutions typically offer higher margins than basic unified comms services.”

The research also highlights the complexity of maintaining a presence across multiple countries with distinct regulatory and compliance requirements, creating unique challenges for service delivery, support and management. With VARs increasingly working with partners to address these challenges, the white paper highlights that VARs should choose a partner with a proven track record, a strong presence in key EU markets, and certification/established relationships across the major technology platforms and vendors.

“It’s clear that enterprises are committed to running multi-vendor communication systems in multi-country environments, but that they are increasingly looking to enable this through a single system that’s simpler to procure and manage. With the backing of the right unified comms solution provider, there’s a massive opportunity for VARs grow their customer base and share of wallet by enhancing their multi-national capabilities,” added Holden.

Learn more about the growing opportunity for VARs to become the unified comms provider of choice for multi-country enterprises by downloading the Global Calling white paper.

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Editors notes

Transforming how we connect across the globe! Dive into the future of global communication with CallTower, where the forefront of innovation meets the vast expanse of connectivity. CallTower is revolutionising communications through cutting-edge technology. CallTower delivers seamless MS Teams, Zoom, and Webex voice solutions elevated by the integration of AI technology, comprehensive contact centre solutions and one-click failover, marking a significant milestone in the communication landscape.

Since its establishment in 2002, CallTower has evolved into a global cloud-based, enterprise-class cloud communications (unified communications, contact centre and collaboration) solutions provider, catering to the needs of expanding businesses globally. CallTower offers and supports cutting-edge solutions such as Operator Connect for Microsoft® Teams, MS Teams Direct Routing, GCC High Teams Direct Routing, Microsoft® 365, Cisco® Webex Calling / UCM, Cisco® CCP, Zoom Phone, Zoom (BYOB), and a range of contact centre options, including Five9 for business customers.

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