By 2030, more than 75% of companies will use UCaaS for their calling, meeting, and messaging needs.
Unified Communications-as-a-Service, or UCaaS for short, has revolutionized the way organizations obtain calling and communication services. Before UCaaS availability, calling platforms were typically purchased up front as capital expense, installed as appliances or as applications in data centers, and either self-managed or supported by a managed services provider. Upgrade cycles were long and often resulted in downtime. New feature delivery could take months or even years. And buyers had to pay a large up-front cost to purchase both current and anticipated future capacity.
Now, thanks to UCaaS, IT buyers can purchase calling services from the cloud as well as integrated video meetings, messaging, and even contact center, to create a truly unified employee and customer engagement experience. Buyers can get what they need, when they need it, without the requirement to install or manage on-premises servers. Purchases are made through OpEx models with minimal up-front investment. And, new features are typically delivered in a regular cadence, without any service interruption.
As a result of the many benefits of UCaaS, adoption has steadily increased. Metrigy research data shows that in 2018, just under 12% of companies used UCaaS. Today, more than 45% rely on it as their only platform for their calling and communications needs and an additional 14% use both UCaaS and on-premises platforms in a hybrid fashion. Even more impressive, roughly a quarter of the 45% of companies still using on-premises or custom-built hosted platforms are planning to migrate to UCaaS, or are evaluating such a move. Among Metrigy’s success group, defined as those with above average cost savings, revenue gain, or productivity increase associated with their investments in communications and collaboration technology, nearly 62% use UCaaS compared to just 37% of those with no or low ROI. It is clear that UCaaS adoption closely correlates with business success!
UCaaS adoption drivers are numerous. Chief among them the ability to save money by shifting to predictable, subscription-based licensing that bundles additional apps used for collaboration and that gives companies the flexibility to increase or decrease licenses as needed. In addition, IT leaders can reassign resources to more strategic, needle-moving IT projects by reducing the need for IT staff to manage calling and communications platforms. Other factors creating increasing demand for UCaaS include:
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