Workplace Collaboration MetriCast 2024: UCaaS Market Share & Forecast: 1H25

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. The forecast has not changed since the beginning of the year.
• 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 1H2025 UCaaS seats, Microsoft remains the global market share leader (21.7%), followed by Cisco (15.1%), Zoom (8.8%), and RingCentral (6.4%). For 1H2025 worldwide seats grew 4.0% to 114.0 million over year-end 2024. While there were no shifts in leadership, Zoom and Europeanprovider Gamma had the largest seat growth in the first half of the year. Other leading providers include 3CX, 8x8, AstraQom, BlueIP, Comcast, Dialpad, Evolve IP, Fusion Connect, Gamma, Google, GoTo, Intermedia, KDDI, Lumen, 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.