Metrigy releases Workplace Collaboration 2025 & 4Q25 Market Shares

April 28, 2026 – Metrigy has published its Workplace Collaboration MetriCast 2025 and 4Q25 market shares and updated forecasts. The categories include enterprise session border controllers (eSBCs), IP desk phones, on-premises PBX, SIP trunking, and UC as a service (UCaaS). Highlights include:

“Voice and collaboration tools remain important to businesses and with over half of users now on a UCaaS platform, overall revenue growth for the market has slowed. UCaaS is now a commodity market with little differentiation on core service capabilities. There are still a number of smaller providers but the Big 4—Microsoft, Cisco, Zoom, RingCentral—comprise 53% of the total market,” says Diane Myers, Metrigy senior research director.

MetriCast forecasts and market shares are a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit http://www.metrigy.com/metricast/. 

Collaboration tools are prime targets for attackers eager to gain access to enterprises. A proactive security strategy not only protects tools but also boosts ROI.

Attackers are increasingly setting their sights on collaboration applications and platforms. According to Metrigy’s annual “Workplace Collaboration and Contact Center Security and Compliance: 2026” global study of 305 organizations, two primary truths emerged:  Attacks on collaboration applications and platforms are rapidly increasing, and a proactive security strategy centered on collaboration security and governance correlates with success.

Security threats on the rise

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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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Optimizing the end-user computing environment means overcoming the hassles that can plague the delivery of UC-based voice and video.

Ever since the advent of the softphone and desktop video applications, IT leaders have wrestled to intertwine unified communications with end-user computing. In the days when voice and video conferencing typically ran on dedicated hardware and networks, engineers could easily provision appropriate resiliency and performance. Now, voice and video are simply applications on the network, though they continue to have their own unique requirements that require careful consideration to ensure success.

End-user computing (EUC) includes the devices and networks that individuals use to run their apps. Today, these environments vary greatly, but usually at a minimum include desktop and mobile devices, along with remote access technologies such as virtual private networks. EUC may also include OSes and virtualization, as well as management and analytics.

Key challenges converging UC and end-user computing

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Employee engagement tools, compliance platforms and meeting summaries can track employee conversations for business leaders. But watch out for privacy issues.Conversational analytics is now a primary component of an effective customer experience strategy. Nearly half of approximately 1,000 companies are using conversational analytics to gain insights from customer calls, texts and other CX engagement channels, according to Metrigy research.

Conversational analytics insights include information about the performance of products and services, customer pain points, sales opportunities and overall customer service agent performance. But customer conversations and interactions are not the only source of business intelligence.

Conversational analytics go beyond CX

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In this episode we’ll chat with HP about the evolving endpoint security and threat landscape in 2026. We’ll discuss the impact of AI for both attack and defense, the growing risk of cookie-based attacks, increasing risks to enterprise devices, how quantum computing will impact security strategies, how organizations should think about security incident management going forward, and how they should unify hardware and software security management to minimize risk.

Businesses have come to rely on a host of communication tools, including video meetings and chat, for connecting with employees, partners, and customers. While these tools have proven extremely important, businesses still require traditional calling capabilities. Metrigy’s Employee Engagement Optimization: 2025 global study of 400 businesses found that for 68% of participants, the phone system remains critical for communications. The importance of the traditional phone call has not gone away.From the retailer to the doctor’s office, high school office, municipal water department, and beyond, the phone system remains critical for interfacing with customers and partners. The ability to receive and send calls is critical for the foreseeable future, but where the calling system resides and how it is managed continues to undergo a transformation as businesses migrate their phone systems to the cloud and managed service providers.

Download and read this issue paper at clearspancloud.com.

As we move deeper into 2026, the intersection of workplace collaboration, customer experience (CX), and artificial intelligence (AI) is reshaping the enterprise. But as we accelerate into this “AI” era, a critical divide has emerged. At Metrigy, in each of our studies we identify a success group—companies that consistently see higher ROI, better productivity, and superior CSAT from their technology investments compared to the non-success group.What sets them apart? They don’t view compliance as a “gatekeeper” or a bureaucratic tax. Instead, they treat it as a strategic foundation that enables them to deploy high-value emerging technologies faster and more safely than their peers.Based on our global Workplace Collaboration and Contact Center Security and Compliance: 2026 study of 307 organizations, here are five key lessons for leaders looking to turn compliance into a competitive differentiator.

1. Elevate Compliance to the C-Suite

The data is clear: Success starts with leadership. More 84% of our success group has a Chief Compliance Officer (CCO) or equivalent, compared to just 51.0% of non-successful organizations. When compliance has a seat at the table, it moves from being a reactive department to a proactive enabler.

2. Guidance Over Approval

One of the most surprising findings in our research is the role the CCO plays in app selection. Success group companies are significantly more likely to involve the CCO before deployment:

Interestingly, there is no significant difference between the groups when it comes to requiring final CCO approval. This suggests that the value lies in early strategic alignment rather than late-stage gatekeeping.

3. Move Beyond “Native” Tools

While most platforms offer basic built-in compliance, the success group understands that a multi-vendor, AI-driven environment requires more. Currently, 42.2% of the success group uses a third-party compliance management platform, nearly double the rate of those with no or low measurable business success for their collaboration investments. Dedicated compliance platforms provide a “single pane of glass” to manage risk across all collaboration modalities, including voice, messaging, meetings, and documents, as well as across customer engagement channels.

4. Harness Compliance Data for Business Intelligence

Here is where the competitive advantage truly kicks in. Nearly 70% of companies in our study now use compliance data for business intelligence. By leveraging the data already being captured for regulatory reasons, leaders can identify:

5. Standardize the Audit Cadence

Finally, successful organizations don’t treat compliance as a “one and done” event. They audit their collaboration and contact center apps annually at significantly higher rates (85.3% and 90.3%, respectively) than the non-success group. On average, these audits take between 26 and 27 hours—a small price to pay for the “moat” of trust and reliability it builds for the brand.

The Bottom Line

In 2026, you cannot have an AI-based workplace collaboration and customer engagement strategy without compliance. Organizations that embed compliance leaders into the technology lifecycle early don’t just stay out of trouble—they build the agility and trust necessary to lead the market.

AI meeting assistants now come packed with powerful features to improve employee productivity and meeting workflows. So, which AI tool is best for your organization?

AI meeting assistants are a fundamental part of today’s collaboration productivity suites. Among other capabilities, they automate note capture, summarize meetings, capture follow-on action items, enable quick catch-up for participants who are late to meetings and even translate meeting audio.

AI assistant adoption rates are projected to grow steadily in 2026, with 42% of 1,100 companies polled in Metrigy’s “AI for Business Success: 2025-26” global research study reporting they plan to roll out AI meeting assistants in the next year. The study found that almost 40% of participants had already deployed the technology in their operations.

What to expect in an AI meeting assistant

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This article was originally written by Beth Schultz and updated by Irwin Lazar to refresh out-of-date data and provide insights into new AI meeting assistant capabilities.

AI in workplace collaboration is rapidly moving beyond summarization and content generation.

AI in the workplace continues to evolve. Early capabilities, enabled by generative AI, were mostly focused on saving employees time by summarizing meeting transcripts, documents and messages, improving search and access to knowledge, and enabling basic content creation.

These capabilities have become table stakes with just about every collaboration vendor now either including generative AI in its products or enabling add-ons at additional cost. Generative AI has certainly been helpful, but it hasn’t fundamentally changed the nature of our work; in most cases it has just saved time.

As we move into 2026, we are entering a much more disruptive phase: The shift from Generative AI to Agentic AI.

From Summarization to Automation

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