The Unified Communication as a Service (UCaaS) market revenue totaled USD 28.5 Billion in 2023, according to Future Market Insights (FMI) analysis. Rising at a CAGR of 14.7% between 2023 and 2033, the overall market is expected to reach USD 112.6 Billion by 2033.
The demand for UCaaS solutions will accelerate with the top 5 providers holding around 40% of the total market in 2023.
Newly released data on the UCaaS demand outlook indicates 13% y-o-y growth in 2023. Among industry verticals, the share held by the BFSI sector will remain the highest among all. However, the IT & telecom segment will grow at 18.5% CAGR through the assessment period.
| Report Attributes | Details |
|---|---|
| UCaaS Market Size Value in 2023 | USD 28.5 Billion |
| UCaaS Market Forecast Value by 2033 | USD 112.6 Billion |
| Global Growth Rate (2023 to 2033) | 14.7% |
| Forecast Period | 2023 to 2033 |
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New-age technologies such as smartphones and laptops have been found critical workplace utilities. This is especially true in the case of remote working, wherein the workforce is spread out globally. Huge conglomerates are adopting policies such as ‘bring your own device’, bolstering market outlook.
By harnessing the potential of new-age media, enterprises are attempting to promote seamless internal communication while minimalizing the costs incurred. A recent survey revealed that more than eighty percent of modern conglomerates are encouraging employees to bring their own devices to the workplace.
The market is expected to rake in big numbers during the forecast period, driven by critical applications across enterprises.
In comparison to other PBX systems, UcaaS is preferred by companies due to its minimal Total Cost of Ownership (TCO).In the current era, initial costs stand as a major deterrent to the adoption of advanced communication and data management systems. However, UcaaS manufacturers have resolved this concern through the implementation of a monthly payment system coupled with an externally hosted software infrastructure.
This substantially reduces the cost and effort involved in maintaining sophisticated server systems at the office. Furthermore, it ensures seamless connectivity within the internal employee network around the clock without hindrances. This aids in improving employees’ work-life and cutting down on unnecessary travel expenses.
Principal Consultant
The transmission and processing of data through UcaaS solutions, come with the heavy burden of maintaining robust cyber security. Thoroughly monitored data centers are a mandate for UcaaS implementation. Unfortunately, the inability of service providers to maintain a robust data system has caused havoc time and again. If cyber security norms aren’t abided by, it could lead to hampering and leakage of sensitive internal data.
With third-party hosted data centers on the rise, consumers are turning weary of trusting UcaaS providers with their critical data.
Increasing demand for UCaaS from large as well as small and medium enterprises (SMEs) can be attributed to the proliferation of mobility and Bring Your Own Device (BYOD) trends. The UCaaS demand is estimated to rise at 14.7% CAGR between 2023 and 2033 in comparison to the 11.8% CAGR registered from 2017 to 2022.
Since its inception, unified communications (UC), has emerged as a cost-effective solution for various industries, such as healthcare, retail & CPG, and BFSI among others. For savvy IT and business leaders, present-day communications are already in the cloud. With the rise of 100% remote workforces, virtual teams need to be totally integrated, so they can connect and collaborate with all the tools necessary to do their jobs.
Unified Communications as a Service (UCaaS) delivers on that vision with resilient, cloud-based solutions that can be deployed more quickly - and for less - than an on-premises solution.
Short Term (2023 to 2026): The implementation of hosted solutions by enterprises to reduce costs and improve productivity is creating growth opportunities for the UCaaS market. Also, the advantages of UCaaS over Unified Communication in terms of ROI, business continuity, speed, and flexibility are the factors increasing the popularity of UCaaS solutions. The advent of cloud-based unified communication solutions such as RingCentral and Mitel Networks Corporation is shaping the way organizations manage their communication networks.
Medium Term (2026 to 2029): Mid-term prospects are impacted by the adoption of advanced technologies such as AI and machine learning. The penetration of these technologies is expected to substantially rise during this phase. Through advancements in real-time connectivity technologies and virtual connectivity, the consumer base could be augmented. Additional features such as intelligent chatbots and seamless visual connectivity are also expected to show improvement.
Long Term (2029 to 2033): Towards the end of the forecast period, the public sector and hospitality sectors could emerge as lucrative end-user segments. The application of technologies such as intelligent chatbots, AI analytics, and automation tools is critical to these sectors. Owing to rising digitization in these sectors, adoption of UcaaS is expected to be substantially high, as per the long-term market analysis.
The global UCaaS growth scenario is anticipated to witness an increase in revenue from ~USD 28.5 Billion in 2023 to ~USD 112.6 Billion by 2033.
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UCaaS has been at the center stage as the adoption of cloud solutions and services is increasing with each passing year. The demand for UCaaS is rising as businesses around the globe are looking to have more unified communications capabilities to ensure their ability to get work done and to acknowledge the cost and productivity benefits of cloud communications.
In the past few years, the continuous digitizing of workspaces has increased the demand for remote solutions which is further creating opportunities for the implementation of UCaaS solutions.
Besides this, the rising demand for mobile devices, applications, and a variety of collaboration tools is enabling employees to connect across geographies, platforms, and devices. This further is transforming IT consumption trends and increasing the adoption of cloud computing and UCaaS solutions.
North America is predicted to remain one of the most attractive markets during the forecast period, according to Future Market Insights. According to the study, the USA is expected to account for more than 85% of the North American share through 2033.
The UCaaS demand in the USA is projected to offer the most lucrative opportunity for revenue generation over the forecast period. The presence of various key players in the USA and the proliferation of trends such as Work from Home (WFH) and Bring-Your-Own-Device (BYOD) are some of the key factors encouraging the adoption of UCaaS solutions in the country.
Moreover, increasing investments in digitizing IT infrastructure, the rising popularity of cloud-based communication solutions, growing mobile workers, and the continuous increase in penetration of smart devices are some of the significant elements to segment the growth of UCaaS solutions in the USA
During the forecast period, the USA market is projected to grow at a CAGR of 10.8% to reach a valuation of USD 21.1 by 2033.
Demand for UCaaS platforms in ASEAN countries is expected to rise at nearly 20% CAGR over the forecast period owing to the growing remote workforce and continued digitization of work culture in these economies.
The presence of an increasing number of AI development hubs in various ASEAN countries, such as Singapore and others has resulted in a surge in the number of startups that offer AI-related services to clients across the globe.
Furthermore, the rapid penetration of smartphones and an aggressive rollout of high-speed internet at affordable tariffs in the region are y encouraging enterprises to opt for UCaaS solutions to allow people to work remotely.
This is typically driving the adoption of UCaaS solutions and platforms in the region and is expected to contribute to the overall demand during the forecast period.
As per the report, ASEAN countries are recognized as a primary industry, and it holds a major revenue share of 55.0% in 2023.
Demand for UCaaS solutions in the United Kingdom is estimated to total USD 7.2 Billion by 2033. Expansion of the retail industry in the United Kingdom, together with the presence of major players such as 8x8, a USA-based company, which is among the leading UCaaS providers has positively influenced market growth.
The company has expanded significantly in the Europe market, by making two major acquisitions of UK-based enterprises. Furthermore, several network providers in the United Kingdom are likely to discontinue integrated digital network services, resulting in the migration of carriers and customers towards IP connectivity services.
This major shift is driving the adoption of next-generation business communication solutions, such as UCaaS solutions and hosted private branch exchange (PBX), thereby propelling significant growth in the United Kingdom
During the forecast period, the United Kingdom market is expected to grow at a CAGR of 17.9%
| Region | North America |
|---|---|
| Country | United States |
| CAGR | 10.8% |
| Market Value (2033) | USD 21.1 Billion |
| Region | Europe |
|---|---|
| Country | United Kingdom |
| CAGR | 17.9% |
| Market Value (2033) | USD 7.2 Billion |
| Region | Asia Pacific |
|---|---|
| Country | China |
| CAGR | 13.5% |
| Market Value (2033) | USD 9.4 Billion |
| Region | Asia Pacific |
|---|---|
| Country | Japan |
| CAGR | 17.4% |
| Market Value (2033) | USD 9.3 Billion |
| Region | Asia Pacific |
|---|---|
| Country | South Korea |
| CAGR | 14.7% |
| Market Value (2033) | USD 4.4 Billion |
Based on software, an integrated UCaaS platform/suite is expected to contribute nearly 67% of the overall share in 2023. UCaaS platforms provide a broad range of communication and collaboration applications and services in the cloud. The three main capability areas that UCaaS solutions cover are: voice/VoIP, audio and video conferencing, and instant messaging/chat. Many vendors also include team collaboration features, such as screen sharing or real-time document editing.
As a result, UCaaS platforms have become mainstream and are fast becoming the ultimate business communications technology of choice. This allows developers to add even more capability to the platform, facilitating its growth along with that of businesses. These elements are estimated to create new growth avenues for integrated UCaaS platforms during the forecast period.
The large enterprise segment accounted for more than half of the overall demand for UCaaS in 2023. Contract and remote work are increasingly common, offering enterprises the agility to be responsive as well as strategic in order to maintain an edge in the marketplace.
Driven by the disruption, the B2B market has seen an influx of communication tools to cover every type of interaction conceivable. Companies use a range of different communication platforms and performance measurement tools to connect and align their diverse global workforce.
UCaaS supports flexible working and keeps a disparate global workforce connected, maintaining high productivity regardless of geographical location. Moreover, UCaaS works in collaboration with existing workplace applications such as video calling and messaging and integrates with a range of tools. Therefore, enterprises undergoing digital transformation have transitioned their communications stacks to the cloud to consolidate their tools and take advantage of improvements in efficiency.
During the forecast period, the large enterprises segment is projected to register a CAGR of 11.1%.
The IT & telecom sector is expected to expand at an impressive CAGR of 18.5% between 2023 and 2033. Incumbents of the IT & telecom industry often have to work with high-profile clients, such as federal organizations and government departments, which calls for an efficient and secure exchange of information.
Also, the strong emphasis of several IT & telecom companies to roll out more efficient collaboration tools among their globally-distributed teams is driving the need to deploy UCaaS solutions. Thus, the growing need for privacy protection, data security, and seamless workplace integration is driving the adoption of UCaaS solutions by IT & telecom organizations.
| Start-up Company | Simmplr |
|---|---|
| Country | United States |
| Description | The startup aims to promote seamless employee engagement. It allows employees in diverse locations and departments to easily connect and coordinate with one another. |
| Start-up Company | Illumy |
|---|---|
| Country | United States |
| Description | Launched by a UcaaS veteran, Illumy is a startup developing advanced cloud communications to amalgamate email, messaging, group chat, voice, video, and phone for a single point cloud-based easy access. This helps clients avoid the hassle of switching between accounts and different application interfaces |
Intense competition and growing customer expectations are creating a storm in the global UCaaS market which is compelling solution providers to innovate and improve customer engagement. The accelerated shift by customers to cloud communication is creating a demand for enhanced user productivity and flexibility and is creating opportunities for advanced communications and collaboration tools.
Key Players and Recent Market Developments
| Company | Sangoma Technologies |
|---|---|
| Details | Founded in 1984, it is a global leader in providing Communication as a Service solutions. |
| Recent Developments | In March 2022, Sangoma Technologies Corporation acquired NetFortris Corporation, which is also an UCaaS, and cloud-based solutions provider. This was to enhance the cloud-based servicing capabilities of Sanhgoma through MSP integration |
| Company | Ericsson |
|---|---|
| Details | It is a Swedish multinational company focusing on networking and communication. They provide software and services in ICT, including 5G, 45, and 3G related. |
| Recent Developments | In July 2022, Ericsson acquired Vonage Holdings Corp., which is a UCaaS and CCaaS provider. This was to enhance its existing mobile network capabilities. As a result, Ericsson now has advanced communications solutions such as CPaaS, CCaaS, and UCaaS. |
| Company | Microsoft |
|---|---|
| Details | It is an American conglomerate known for manufacturing its brand of software, electronics, personal computers, and other devices. Its key software products include Windows OS, Microsoft Office, and Edge browsers. |
| Recent Developments | In March 2022, Microsoft announced the launch of Microsoft Teams Connect shared channels, which integrates Microsoft 365 Business, Enterprise, and Education subscriptions. This enables users to invite someone to a channel without adding them to a team. |
| Company | 8 x 8 |
|---|---|
| Details | It is a leading SaaS provider for chat, video, and voice as well as API solutions for enterprises. All the services are centrally powered by an integrated cloud communication platform. This enables employees scattered around the globe to seamlessly connect with one another. |
| Recent Developments | In May 2021, 8x8, Inc. announced Experience Communications as a Service (XCaaS), a cloud communications deployment model that erases the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). With XCaaS, organizations can support the communications requirements of all employees as they work together to deliver differentiated customer experiences. |
The market is valued at USD 28.5 million in 2023.
BYOD and mobility are key trends in the market.
A CAGR of 14.7% is expected from 2023 to 2033.
The market is expected to reach USD 112.6 billion by 2033.
The top 5 producers hold a market share of 40%.
The market is estimated to secure a valuation of USD 28.5 billion in 2023.
The growth potential of the market is 14.7% CAGR through 2033.
The global market size is likely to reach USD 112.6 billion by 2033.
Fuze Inc., Vonage, and Avaya Inc. are the key market players.
Rising remote workforce and digital work culture boost demand in these nations.
1. Executive Summary 2. Market Overview 3. Key Market Trends 4. UCaaS - Pricing Analysis 5. Market Structure Analysis 6. Global Market Demand (in Value in USD Million) Analysis 2018 to 2022 and Forecast, 2023 to 2033 7. Market Background 8. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, by Solution 8.1. Software 8.1.1. Integrated UCaaS Platform/Suite 8.1.2. Standalone Solutions 8.1.2.1. Audio & Video Conferencing 8.1.2.2. Hosted IP Telephony/VoIP 8.1.2.3. Collaboration Platform 8.1.2.4. Unified Messaging 8.2. Services 8.2.1. Professional Services 8.2.1.1. Integration & Deployment Service 8.2.1.2. Consulting Services 8.2.1.3. Support & Maintenance 8.2.2. Managed Services 9. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, by Enterprise Size 9.1. Small and Medium Enterprises (SMEs) 9.2. Large Enterprises 10. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, by Vertical 10.1. BFSI 10.2. IT & Telecom 10.3. Healthcare 10.4. Retail & CPG 10.5. Travel & Hospitality 10.6. Transportation & Logistics 10.7. Military & Defence 10.8. Others 11. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, by Region 11.1. North America 11.2. Latin America 11.3. Europe 11.4. East Asia 11.5. South Asia & Pacific 11.6. Middle East & Africa (MEA) 12. North America Market Analysis 2018 to 2022 and Forecast 2023 to 2033 13. Latin America Market Analysis 2018 to 2022 and Forecast 2023 to 2033 14. Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033 15. East Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033 16. South Asia & Pacific Market Analysis 2018 to 2022 and Forecast 2023 to 2033 17. Middle East and Africa Market Analysis 2018 to 2022 and Forecast 2023 to 2033 18. Key Countries Analysis- Market 19. Competition Analysis 19.1. 8x8, Inc. 19.2. Cisco Systems, Inc. 19.3. Google LLC 19.4. Microsoft Corporation 19.5. LogMeIn Inc. 19.6. RingCentral, Inc. 19.7. Mitel Networks Corporation 19.8. Fuze Inc. 19.9. Windstream Holdings, Inc. 19.10. ALE International 19.11. DIALPAD, INC. 19.12. Verizon Communications Inc. 19.13. NTT Communications Corporation 19.14. Vonage 19.15. Masergy Communications, Inc. 19.16. Avaya Inc. 20. Assumptions and Acronyms Used 21. Research Methodology
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Unified Communication as a Service (UCaaS) Market
