AI and Integration are Shaping UCaaS Market

Sticking with a status-quo UCaaS platform might hinder an enterprise’s bottom line. Recent research shows that UCaaS reassessment gets rewarded.

Unified Communications as a Service (UCaaS) is not exactly a new technology. The first services appeared on the market more than 25 years ago. Since then, UCaaS has rapidly replaced on-premises and private-hosted services as the communications platform of choice for most organizations (though private solutions still have their place in the market).

Today, though mature, the UCaaS market is in a state of flux. No longer is the conversation focused on selling the benefits of cloud versus on-prem, or on targeting those remaining on-prem customers for migration. Now, the battle lines in the market are focused on refresh cycles and cloud-to-cloud migration, with AI and integrations as the key product differentiations.

Metrigy’s latest Workplace Collaboration MetriCast study of 775 global IT leaders highlights a market that is far from stagnant. Organizations aren’t just buying dial tone anymore—they are evaluating whether their current providers can keep pace with a world obsessed with AI, security, collaboration improvements and contact center integration.

The Spending Surge

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Author(s)

Irwin Lazar

President and Principal Analyst