Workplace Collaboration MetriCast 2024: UCaaS Market Share & Forecast: 4Q24 & CY 2024

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 $21.7 billion in 2024, up 6.5% year-over-year (YoY). Metrigy forecasts the market to grow at a 4.1% CAGR from 2024 to 2029, reaching $26.5 billion by 2029. 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 2024 UCaaS seats, Microsoft is the global market share leader (21%), followed by Cisco (15%), Zoom (8%), and RingCentral (6%). Other leading providers include 3CX, 8x8, AstraQom, Comcast, Dialpad, Evolve IP, Fusion Connect, Gamma, Google, GoTo, Intermedia, KDDI, Nextiva, Sangoma, SK Telekom, Tele2, Verizon, Vonage, Wildex, 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.