Metrigy’s MetriRank study evaluates leading UCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.
October 26, 2023 – Research and advisory firm Metrigy released its UCaaS MetriRank 2023 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Microsoft has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.
“Microsoft is the undisputed leader in our first UCaaS MetriRank report, with the largest market share, strong financials, and above-average market momentum and customer sentiment ratings. Over the past three years, Microsoft with Teams has extended its market share, putting it at the top of the market and on the short list of most UCaaS evaluations,” said Diane Myers, principal analyst responsible for Metrigy’s MetriRank reports as well as market sizing and forecasting.
Metrigy 2023 UCaaS MetriRank Highlights
- Following Microsoft in the rankings are: Cisco, Zoom, 8×8, and RingCentral
- Rounding out the UCaaS MetriRank leaders are (in alphabetical order): Comcast, GoTo, Nextiva, Verizon, and Vonage
- UCaaS providers that did not make the 2023 ranking but are on Metrigy’s watchlist are: Dialpad, Gamma, Google, Intermedia, Sangoma, Wildex, and Windstream
Metrigy defines UCaaS as a cloud-based suite of integrated communications and collaboration applications. At a minimum, UCaaS offerings must include calling to and from the public switched telephone network (PSTN). UCaaS may be sold as telephone-only services or be bundled with other UC features, including meetings and messaging. The service provider hosts all applications for call control, though customers may deploy local equipment for PSTN connectivity and remote site survivability.
The global market for UCaaS was $19.0 billion in 2022, up 8% year-over-year. Metrigy forecasts the market to grow at a 5% CAGR from 2022 to 2027, reaching $24.4 billion by 2027. The UCaaS market has been highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. However, the market has coalesced around a few large providers, with Microsoft at the top and tough to beat, forcing other UCaaS providers to figure out ways to coexist with integrated telephony and contact center-as-a-service (CCaaS) solutions.
In determining companies in the UCaaS MetriRank, market share is important to overall leadership, but financial strength and customer sentiment are significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities today.
The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s UCaaS MetriRank study, please reach out to Layne Haaksma, layne.haaksma@metrigy.com.
