Workplace Collaboration MetriCast 2024: UCaaS Market Share & Forecast 3Q24

The Workplace Collaboration MetriCast 2024 study for calling and collaboration platforms shows the continued movement from on-premises infrastructure to UCaaS, defined as multitenant, cloud-based UC and telephony services. UCaaS provides businesses with more flexibility and access to the latest features and capabilities.Businesses have a few choices for their phone architecture, and larger companies may use more than one platform type across their organizations. In our study, 39.2% of respondents indicated utilizing multiple phone systems. Today, 50.4% of businesses are utilizing just UCaaS.This report provides in-depth details on UCaaS spending, market share and forecast, and vendor selection, along with segmentation by size and global region. Highlights of the study include the following:

• The global market size for UCaaS was $20.6 billion in 2023, up 8.8% year over year (YoY). Metrigy forecasts the market to grow at a 5.3% CAGR from 2023 to 2028, reaching $26.7 billion by 2028. Today a little less than half of telephony seats worldwide are still on customer-owned platforms, either managed by the company or in a dedicated hosted environment, representing significant migration potential for UCaaS.
• UCaaS is being utilized worldwide, with 35-55% usage today in the three major regions of the world. Similarly, UCaaS is being utilized by businesses of all sizes, with between 43-59% usage in some form depending on size band.
• There are several global and regional UCaaS providers with varying levels of capabilities. Based on 2023 UCaaS seats, Microsoft is the global market share leader (19%), followed by Cisco (14%), Zoom (7%), and RingCentral (6%). Other leading providers include 3CX, 8x8, AstraQom, Comcast, Dialpad, Evolve IP, Gamma, Google, GoTo, Intermedia, KDDI, Nextiva, Sangoma, SK Telekom, Tele2, Verizon, Vonage, Windstream, and others.
• 43.0% of businesses use the same vendor for their contact center and UC platforms, whether in dedicated platforms or as a service (UCaaS/CCaaS). The biggest value businesses find using the same vendor is allowing agents and other employees to chat to help resolve customer issues.
• Among those using UCaaS, 49.5% have no plans to replace their primary provider. Cost is the number one reason for looking to make a change, followed by wanting to use a single, integrated platform for UC and contact center and more integrations.
• We track the percentage of each provider’s customers that plan to stay with that provider, as well as the percentage that are evaluating or planning a switch to a new provider. Google, Microsoft, Cisco, and Zoom are the top providers under evaluation for businesses looking to make a change.