Special Report: Focus on CCaaS + UCaaS Leadership

Authors: Diane Myers, Principal Analyst Contributor: Robin Gareiss, CEO and Principal Analyst Not available for licensing. Adoption of Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) continues to rise. Metrigy’s global Customer Experience MetriCast 2023 and Workplace Collaboration MetriCast 2023 market size and forecast studies, conducted with nearly 1,700 and over 1,400 companies, respectively, found that 32% of enterprises utilize CCaaS, and 37% of businesses use UCaaS. Although the majority of contact center agent licenses and employee telephony seats are still with on-premises platforms, the adoption trend is toward cloud services, which allow improved flexibility and scalability, the ability to move to an OpEx model, and quicker access to enhanced capabilities, including artificial intelligence (AI), deep analytics, and more. The global market for CCaaS was $5.6 billion in 2022, up 30% year-over-year. Metrigy forecasts the market to grow at a 12% CAGR from 2022 to 2027, reaching $9.7 billion by 2027. Comparatively, 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 markets for CCaaS and UCaaS services are highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios, and others are smaller, with niche offerings. Our research has consistently shown that businesses want to utilize the same vendor for UC and contact center platforms. At the time of Metrigy’s Workplace Collaboration MetriCast 2023 study, conducted in July 2023, 29% of companies were currently using the same vendor for both areas, with an additional 43% planning to do so by the end of 2023 or in the near future (Figure 1). Most UCaaS providers have branched into CCaaS in some form or another over the past five years, and in some cases the contact center solutions have become more important than the UC portion of their integrated platforms. In fact, 66.9% of the 641 companies in Metrigy’s Customer Experience Optimization: 2023-24 global study said the contact center carries more weight in vendor selection when buying a combined UC/contact center platform. While there are a handful of providers that offer UCaaS and CCaaS, only three of them—8x8, Cisco, and Vonage—fall into Metrigy’s vendor ranking reports for each market. In the UCaaS MetriRank 2023 and CCaaS MetriRank 2023 reports, Metrigy examines the leading providers across market share, product capabilities, financials, and customer insights.

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Table of Contents

• Executive Summary
• About the MetriRank Studies
• CCaaS Leadership
• UCaaS Leadership
• 8x8 Leadership
  • CCaaS
  • UCaaS
• Appendix
  • Methodology