Evaluating Integrated UCaaS + CCaaS Providers: Zoom Takes Top Spot

As businesses have continued their steady migration from premises-based systems to cloud-based services for unified communications (UC) and contact center, the market has hit an inflection point. Many of them no longer want standalone UC-as-a-service (UCaaS) and contact center-as-a-service (CCaaS) solutions, but rather a platform that brings them together.

Oftentimes the starting point is getting both services from the same vendor, even if not fully integrated, and our MetriCast 2026 (Customer Experience and Workplace Collaboration) global market research finds that 41.8% of the 1,437 companies studied are already doing so. Adoption rates are higher across smaller businesses, but interest is growing among larger enterprises. The top values companies have recognized in working with a single-vendor solution are the ability for agents to chat and collaborate seamlessly in resolving customer issues and cost savings.

To help guide enterprise IT and CX decision makers that see the value in an integrated UCaaS + CCaaS platform but haven’t yet implemented one, Metrigy has published our inaugural vendor ranking report for this market. In the newly published UCaaS + CCaaS MetriRank 2026 report, we assessed providers that have both service elements running across a common platform. We used combined UCaaS and CCaaS market share to determine inclusion in the report and an overall leadership score, but market share momentum, product mix, and customer sentiment are significant at setting providers apart in the rankings.

While there are multitudes of UCaaS and CCaaS platform providers, fewer than 20 companies operate UCaaS and CCaaS across a unified platform. Based on our criteria, the top four are:

• Zoom–It leads our ranking with the second-largest market share and the highest marks for financial strength and product capabilities. Zoom also received an above-average score for market share momentum. It is well positioned to continue being a leader in integrated solutions, successfully moving into the CCaaS space with its newer offering.
• RingCentral –The second-ranked provider in this year’s report, RingCentral has the second-largest combined market share, the highest marks for customer sentiment and customer business success, and above-average financial and product scores. It has been a leading UCaaS provider for many years and more recently added the CCaaS piece with its RingCX service for contact center. (For this analysis, we only included RingCX, not the contact center offering RingCentral has long delivered via partnership with NiCE).
• Cisco – It is the third-largest UCaaS + CCaaS provider, and lands in the No. 3 spot with high marks for financials and market share momentum. Across all the other categories, Cisco scored above average. As the only MetriRank provider with legacy on-premises telephony and contact center solutions, Cisco has an advantage in migrating its installed customer base to the cloud.
• 8×8 –As a pure-play UCaaS and CCaaS provider landing in the No. 4 spot, 8×8 has the highest product score and is highly focused on delivering the right mix of capabilities. It has above-average customer sentiment and customer business success scores, an average financial score, and is fourth overall in market share.

The other providers in alphabetical order are: Content Guru, Dialpad, Go-To, Intermedia, Nextiva, and Vonage.

The UCaaS + CCaaS MetriRank 2026 report is now available for subscribers of our MetriCast Service.

Author(s)

Diane Myers