Workplace Collaboration MetriCast 2023: UCaaS Size and Spending Forecast

Published on: September 28, 2023

Author: Diane Myers, Principal Analyst
This year’s Workplace Collaboration MetriCast 2023 market size and forecast report for calling and collaboration platforms shows the continued movement from on-premises infrastructure to multi-tenant, cloud-based UC and telephony services providing 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, 31.6% of respondents indicated utilizing multiple phone systems. Today, 36.9% of businesses are utilizing UCaaS, 33.1% have a dedicated hosted system, 30.6% use an on-premises PBX and UC solution, and 13.8% have other legacy technology. This report provides in-depth details on UCaaS spending, market size 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 $19.0 billion in 2022, up 8.4% year-over-year (YoY). Metrigy forecasts the market to grow at a 5.2% CAGR from 2022 to 2027, reaching $24.4 billion by 2027. Today more 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 36-39% usage today in the three major regions of the world. Similarly, UCaaS is being utilized by businesses of all sizes, with between 36-40% usage in some form depending on size band.
  • There are a number of global and regional UCaaS providers with varying levels of capabilities. Based on 2022 UCaaS seats, Microsoft is the market share leader, followed by Cisco, RingCentral, and Zoom. Other leading providers include 8x8, Comcast, Gamma, Google, GoTo, Nextiva, Verizon, Vonage, Windstream, and others.
  • 29.0% of businesses use the same vendor for their contact center and UC platforms, whether in dedicated platforms or as a service (UCaaS/CCaaS).
  • Among those using UCaaS, 41.8% have no plans to replace their primary provider. Looking for an integrated UC and contact center solution is the number one reason for looking to make a change, followed by the cost 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. Microsoft, Google, Zoom, and Cisco are the top providers under evaluation for businesses looking to make a change.

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