Connected Work/UCC

The business communications and collaboration market is in the midst of an era of unprecedented change. An ever-expanding applications tool set, cloud delivery models, and advanced technologies such as artificial intelligence, machine learning, WebRTC, augmented/virtual reality, and programmable communications will disrupt the market in the next decade.

The profound industry transformation will present numerous opportunities, as well as challenges for market participants. Understanding every major aspect of this changing landscape and its impact on your business, and developing a strong and timely response will be key to continued success and growth in this market

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The Connected Work/UCC program provides comprehensive coverage of enterprise communications and collaboration markets.

Connected Work Services Icon


UCaaS, CPaaS, Audio/ Web/Video Conferencing, VoIP Access and SIP Trunking

Connected Work Application Icon


Desktop and Mobile UC. Audio/Video/Web Conferencing, Web/Virtual Events, Social Media, Content /Team Collaboration

Endpoints Icon


Desk Phones, Desktop and Mobile Clients, Audio /Video Conferencing Endpoints, Professional/Consumer Headsets, Microphones

Platforms & Infrastructure

Platforms & Infrastructure

Enterprise Telephony, VM/UM, IM/Presence, Video Conferencing Infrastructure, CPaaS Media Gateways, SBC, VDI sus

Technologies Icon


API, VoIP, SIP, WebRTC, Virtualization, SDN, Video, File/Screen and Content Sharing

Business communications and collaboration tools are becoming increasingly feature-rich and converged, more tightly integrated with business workflows, and more powerful through the leverage of contextual insights and deep analytics.

Frost & Sullivan’s Connected Work Growth Partnership Service is a unique and immersive program for Unified Communications and Collaboration vendor and enterprise organizations to successfully navigate this rapidly transforming industry. Rooted in a solid foundation of market intelligence research, our expert analysts and consultants provide a continuous flow of actionable opportunities, strategies, and tactics on Unified Communications and Collaboration solution areas, and advisory services through virtual and in-person interactions.

Our Growth Partnership Service research, advisory and interactive perspectives cover:

  • Technologies and market sector analysis
  • Competitive analysis
  • Geographic research
  • Marketing, sales, and partnerships
  • Buyer needs and implementation best practices

Our Unified Communications and Collaboration client base includes hundreds of vendor, service provider, enterprise, and SMB organizations across all major industry verticals and geographies. Our expertise and long- standing relationships in this industry make us an invaluable growth partner for our clients.

Our Connected Work research program covers a broad range of communications and collaboration solutions, including:

  • Enterprise communications infrastructure, platforms, and endpoints
  • Conferencing (audio, web, video conferencing) platforms, services, and endpoints
  • Enterprise mobility, the impact of consumerization and bring-your-own-technology (BYOT)
  • Enterprise email, IM/presence, productivity applications
  • Social collaboration platforms
  • Content collaboration platforms
  • Team collaboration applications
  • Virtual events
  • Hosted/cloud services, managed services, private cloud services
  • VAR and channel perspectives
  • Digital business models and capabilities for marketing, sales, and support

Today, it is absolutely true that one size does not fit all. Today’s solutions, while advancing rapidly, present a new set of opportunities for organizations to implement Unified Communications and Collaboration with more flexibility, less risk, and more control and clear ROI. Software and services-based solutions, and developers’ widespread use of industry standards enable the tailoring of unique solutions for each organization’s unique requirements for more value and faster ROI. Unified Communications and Collaboration software and infrastructure can and should be integrated with business software and infrastructure to streamline and automate business processes. Unified Communications and Collaboration applications should be matched to user roles, functions, preferences, and locations. Analytics should be applied to business processes in order to accurately measure Unified Communications and Collaboration impact on work streams and key performance indicators (KPIs). Frost & Sullivan’s Connected Work team is well positioned to guide businesses through their transformation journey and assist them in selecting the right solutions and providers for their specific needs.

The transformation taking place in the business market presents tremendous challenges to communications vendors, providers and resellers to reinvent and reposition themselves for future success. Frost & Sullivan analysts help market participants identify growth opportunities and develop sustainable business strategies. Close understanding of end-user needs and extensive competitive intelligence inform our consulting engagements and enable the Connected Work team to arm client with custom-tailored market data, analysis and insights to help them thrive and flourish in the dynamic and constantly evolving UCC market.

Key areas where Frost & Sullivan can provide value include the following:

  • New Product and Services Solutions: We can support your organization in developing or deploying new Unified Communications and Collaboration products and services that deliver greater customer value.
  • Business Model Transformation: We can support you in transforming your business to address the challenges and opportunities of the industry’s shift to the cloud.
  • Customer Analysis: We can help identify specific customer needs and pain points through detailed surveys and data analyses.
  • Branding and Positioning: Frost & Sullivan can support your organization through an integrated marketing platform to more effectively launch and promote new products, services or business models.
  • Statistical Analysis and Forecasting: We can assess growth opportunities and market potential in new/specific customer segments, geographies and product/service areas.

Any question? Please email us and we’ll respond within 48 hours

Frost & Sullivan can deliver a bespoke workshop to your organization to highlight emerging Unified Communications and Collaboration and Connected Work trends, and identify their impact on your company’s growth opportunities and business strategies. This highly interactive engagement is designed to fit your specific needs and circumstances; where we can attend your strategy day or workshop as an external expert keynote speaker; we can also fully manage and facilitate a workshop to ensure your delegates gain maximum benefits from our strategic analysis and walk away with actionable insights. Full written follow-up reports and strategic recommendations are provided thereafter.

The Frost & Sullivan team has consistently been responsive and helpful to Yorktel, whether from the account side or analyst side.  Not only are research documents valuable, but they  proactively provide insights to us that are specific to Yorktel’s roadmap and opportunities.  It’s a two-way conversation as industry trends and perspectives are shared.  We look forward to a long relationship with F&S.

Samantha Osowski, SVP Marketing, Yorktel

Given Frost & Sullivan’s unrivalled position as an authority on the carsharing market, Citeecar commissioned them to undertake a detailed white paper to support our launch positioning in Europe. With an aggressive and rapid growth plan we wanted to leverage Frost & Sullivan’s knowledge and insight on the market particularly in terms of the mega trends underpinning its growth. We also wanted them to evaluate and test the robustness of our model identifying the challenges we might face and the measures taken to mitigate them. The result is a comprehensive view of the market and the opportunity it presents for the Citeecar model.

Bill Jones, Citeecar CEO & co-founder

We invited Frost & Sullivan to support an internal workshop with the purpose to identify “New Mobility” opportunities that could contribute to our business growth by 2025. F&S opened the workshop by reviewing the Megatrends that would impact the world in general and our industry in particular in the next decade. By using an analytical model, they helped us to cluster and prioritize the results of our brainstorming sessions. Their engaged facilitation created the right innovative atmosphere and helped us to achieve tangible results.

VP Product Planning, Toyota Motor Europe

Meet Our Team

Engage with our industry experts and learn more about our process of identification, evaluation, go to market strategic planning and implementation emphasis on managing the transformation journey that lies ahead.

Connected Work, Vice President | Global

Elka Popova

Frost & Sullivan Connected Work & Digital Experience Vice President and Senior Fellow, Elka Popova, has 15 years of market analysis and strategic consulting expertise, with a focus on enterprise communications and next-generation technologies.

Elka’s experience spans across a broad range of industry sectors, with a particular focus on areas such as Enterprise Telephony and Messaging, Unified Communications and Collaboration, Hosted/Cloud-based Communications and SaaS, as well as SIP trunking and VoIP access services.

In addition to her extensive knowledge in various enterprise communications technologies and markets, clients are appealed by Elka’s ability to leverage a broad set of qualitative and quantitative analytical tools to develop comprehensive and in-depth market, product and competitive analyses.

Elka holds a Master’s Degree in Internation Management from Thunderbird, School of Global Management, a Master’s Degree in English and American Literature and Linguistics from Kilment Ohridsky University, as well as a Master’s Degree in Financial Management from the National University of Business Administration and Economics.

Senior Industry Director, Information & Communications Technologies | North America

Roopam Jain

Roopam Jain is Industry Director within Frost & Sullivan’s Information & Communications Technologies business unit. She focuses on Unified Communications & Collaboration Solutions with a particular expertise in Conferencing and Team Collaboration. With 20 years of experience in the industry, her know-how lies in strategic consulting projects and market intelligence studies in Enterprise Communications, as well as monitoring emerging trends and technologies. Jain was recognized as a Senior Fellow in 2015, as part of Frost & Sullivan’s Fellowship Program. Known for her deep understanding of markets, vendor strategies, user behaviors and challenges surrounding technology adoption; Jain has received acclaim for her industry knowledge through several industry reports and articles in leading publications such as Business Week, New York Times, USA Today, and Wall Street Journal. She holds an MBA in Marketing Management from Baruch College, City University of New York.

Connected Work, Principal Analyst, Program Manager | North America

Robert Arnold

Functional Expertise
Seventeen years of experience in communications markets. Particular expertise in:

    -Competitive and market intelligence
    -Market trend analysis and forecasting
    -Strategy development and growth consulting

Industry Expertise
Experience covering a broad range of sectors, including:

    -Telephony and unified communications
    -Conferencing and collaboration
    -Next generation communications architectures
    -Hosted/cloud communications and SaaS
    -User experience

What I bring to the Team
Extensive knowledge of communications technologies and markets

    -Detail oriented research and in-depth analyses
    -Project and workload management
    -Strong organizational and teamwork skills
    -Hands-on solutions usage and evaluation

Career Highlights

    -Joined Frost & Sullivan in 2010 as Senior Analyst; promoted to Program Manager in 2012; promoted to Principal Analyst in 2013; named Associate Fellow in 2015.
    -Eight years conducting communications market competitive intelligence research for Current Analysis, Inc.
    -Four years at MCI/WorldCom operations supporting US national communications systems resale and managed services division
    -Several roles within contact centers in the healthcare and retail sectors

B.A. from State University of New York at Albany, USA

Connected Work, Industry Analyst | North America

Michael Brandenburg

Functional Expertise
Strong background in enterprise infrastructure. Particular expertise in:

    -Competitive and market intelligence and analysis
    -Making complex topics understandable as technical editor, journalist, and industry analyst.
    -15+ years as an information technology practitioner, deploying networking and communications solutions.

Industry Expertise
Experience covering a broad range of sectors, including:

    -Telephony and unified communications
    -Enterprise network and communication infrastructure
    -Real world use cases and deployment scenarios

What I bring to the Team

    -Broad knowledge of enterprise networking and unified communications technologies
    -Big-picture focus on how each of the components fit into the broader enterprise infrastructure
    -A focused researcher who can quickly understand new technologies and the competitive landscape
    -A team player that can build professional relationships with internal teams and industry clients

Career Highlights
Joined Frost & Sullivan in 2011 as part of the Connected Work team. Lead analyst for on-premise UC platforms, enterprise media gateways, session border controllers, SIP trunking services, and the emerging communications platforms as a service (CPaaS) market.

Served as technical editor for TechTarget’s networking media group, researching new technologies and defining existing ones for the enterprise networking, unified communications, and wide area network markets.

Provided thoughtful competitive analysis on the enterprise networking market at Current Analysis, Inc.
Over fifteen years as an IT practitioner in progressively higher roles including application development, systems administration, and department management

Information & Communications Technologies, Research Director | Latin America

Juan Manuel González

Juan Manuel González serves as Research Director within Frost & Sullivan’s Digital Transformation business unit. He focuses on Contact Centers, BPO, Unified Communications & Collaboration Solutions areas. González has over 11 years of experience in the industry, his know-how lies in managing strategic consulting projects and regional market intelligence studies in the Enterprise Communications field, as well as monitoring emerging trends, technologies and market dynamics. González was recognized as Associate Fellow in 2015, as part of Frost & Sullivan’s Fellowship Program. Furthermore, he was ranked in the Top 50 official list of most influential Executives in Nearshoring Outsourcing in 2010 and 2011, according to Nearshore Americas. He holds a Bachelor’s Degree in Political Science (Cum laude) and a Master’s Degree in International Economic Relations from the University of Buenos Aires (Argentina).


Nearshore Americas – Call Centers in Latin America: Soon to Be Irrelevant?
Nearshore Americas – Top 10 BPO Trends and Business Priorities for 2017
Nearshore Americas – Top Customer Experience Management Trends for Latin America in 2016
Nearshore Americas – Hot Tips for Latin American Outsourcing Providers in 2015
Nearshore Americas – Will Paraguay Be the Next Star in Latin American BPO?

Top Mentions:

Finance TnT – People Are Complaining About Their Banks Much More than Last Year
Call Center News – Juan Manuel González, Frost & Sullivan: “Las 10 prioridades para América Latina en 2017”
Exame –  Aplicativo de emprendedor canadense quer o fim do e-mail
CC Sur – América Latina: el sector de las telecomunicaciones ante la transformación digital


The Future of Latin America
Cloud, Video and Contact Centers in Latin America
Panorama y tendencias claves que impactarán en la industria de BPO
Lavisión de Frost sobre la industria del contactcenter en América Latina

Information & Communications Technologies, Senior Industry Analyst | Latin America

Sebastian Menutti

Functional Expertise
8 years of consulting and research expertise in the Information and Communications Technologies industry in Latin America.

Particular expertise in:

  • Market research reports & participating in consultancy projects.
  • Monitoring emerging trends, technologies and market dynamics.
  • Thought leadership, press releases and articles.

Industry Expertise
Experience base covering the Information and Communications Technologies industry in Latin America.

  • Business Process Outsourcing (BPO)
  • Customer Relationship Management (CRM)
  • Unified Communications & Collaboration (UC&C) & Connected Work.
  • Communications as a Services (CaaS)
  • Telecommunications.

What I bring to the Team

  • Strategic Analysis & Planning Capabilities
  • Strong Methodology Basis.

Career Highlights

  • Played a prominent role in consulting projects for CANTV (Venezuela), Bain Capitals, Atento, Teleperformance, Genesys, Interactive Intelligence, Contax and Avaya, among other companies.
  • Interviewed and quoted several times in regional and international publications.
  • A frequent speaker at international industry events.


Bachelor in Political Science from Universidad de Buenos Aires, (Argentina).

Alexander Michael

Alexander Michael has 25 years of industry and corporate strategy advisory experience and heads up Frost & Sullivan’s global ICT Advisory practice. He is fluent in six languages with work experience from 14 countries and well-developed, cross-cultural problem-solving skills. He is passionate about helping organizations grow and achieve differentiation through game-changing technology like the practical application of artificial intelligence to business processes and use cases.

His functional expertise includes:

  • Customer experience and engagement.
  • Employee experience and the future of work.
  • Strategic partner programs and ecosystem creation.
  • Technology convergence.
Connected Work, Industry Analyst | Europe

Vaishno Devi Srinivasan

Functional Expertise
8 years of research & consulting expertise, including project implementation at a global scale. Particular expertise in:

    -Tracking technology and market trends across the telecoms industry
    -Market sizing and strategy formulation relating to New Product Entry, Competitive Intelligence, Market Entry & Geographical expansion, and Go-to-Market

Industry Expertise
Experience base covering a broad range of sectors, leveraging long-standing working relationships with Senior Executives at leading industry participants in:

    -Unified communication and collaboration systems and endpoints
    -Unified communications as a service

What I bring to the Team
Ability to analyse project requirements and deliver compelling insight

    -Translating the domain knowledge efficiently in project execution
    -Ability to communicate effectively with market participants and streamlining the thought process of the team

Career Highlights
Prior to Frost & Sullivan, worked as a Project Associate in Indian Institute of Technology, Madras, India

MBA, Birla Institute of Technology & Science, Pilani, India
M.Sc. (Tech) Finance from Birla Institute of Technology & Science, Pilani, India

Practice Area Leader

Adrian Drozd

Functional Expertise
16 years’ of line-of-business operations experience. Particular expertise in:

    -Developing and implementing business strategy
    -New product launch and geographic expansion
    -Team and project management/leadership
    -Business services operations

Industry Expertise
Significant analytical experience in the telecommunications and digital media industries, spanning areas including:

    -ICT in vertical markets
    -Telecoms, UC industry dynamics
    -The digital entertainment ecosystem: from device to content delivery

What I Bring to the Team

    -Strong analytical and project management skills
    -Team and project management
    -Telecom business services experience

Career Highlights

    -Experience working for the following leading research firms:
    -Canalys (Senior Analyst, Digital Content Analysis)
    -Datamonitor (Senior Analyst, Media & Broadcast Technology)

BSc in Geography & Statistics from Exeter University

Connected Work, Associate Director | Asia

Krishna Baidya

Functional Expertise
More than 15 years of industry research, consulting and marketing experience, including 10 years in the ICT sector. Particular expertise in:

    -Analyzing market dynamics and highlighting future trends
    -Strategy and corporate planning
    -New business opportunity, market strategies, channel and partner development and growth strategies

Industry Expertise
Experience base covering broad range of sectors, leveraging long-standing working relationships with leading industry participants’ Senior Executives

    -Customer Experience Technology, Contact Center, Outsourcing
    -Office of the Future, Wearables, Internet of Things (IoT), Big Data Analytics (BDA), Connected Industries
    -Unified Communications & Collaboration, Enterprise Software

Recent Reports/projects worked on

  • Market engineering reports: Asia-Pacific contact center applications, Hosted/ Cloud contact center, Contact center outsourcing, Customer analytics market
  • Buyer’s guide report: Hosted/ Cloud Contact center market
  • Growth consulting projects for global/ regional contact center solution vendors/ outsourcers
  • Thought leadership roadshows – global customer interactions management vendor
  • Customer experience benchmarking study – Malaysia, Singapore, Indonesia
  • QBR presentations to client partner’s global/ regional leadership team
  • Number of whitepapers and webinars for leading vendors

Career Highlights

  • Pitched for, won, and led significant research and strategic consulting projects
  • Widely quoted in prestigious on-line, print and broadcast media
  • Held leadership positions in firms in different businesses
    • -Drove business planning activities across the region for a multi-faceted telecom group
      -Held overall business responsibility for Singapore operation for an innovative Dutch start-up


    -MBA (Finance & Marketing) from University of Illinois, Chicago, USA
    -B.Tech (Mechanical Engineering) from Indian Institute of Technology, Chennai, India
Connected Work, Industry Manager | Asia

Shailendra Soni

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