UCaaS Buying Trends

Authors: Irwin Lazar, President and Principal Analyst

The Unified Communications-as-a-Service (UCaaS) market is in a state of flux. A market that had been driven in a large part by migration from on-premises PBXs is now shifting to one in which UCaaS customers evaluate shifting to other UCaaS providers. This has led providers to focus on differentiation through features, especially artificial intelligence (AI). Some UCaaS customers are also evaluating moving back to private—on-premises or cloud-hosted—solutions for their specific needs.

Our latest Workplace Collaboration MetriCast study, involving 775 global IT leaders, reveals a market that is mature yet remarkably dynamic, with security, AI, and feature depth driving the next wave of adoption and replacement. Companies that have already adopted UCaaS are settling into regular refresh cycles during which they evaluate their current platforms and determine potential vendor change. This report provides insights into how the UCaaS market is evolving and is likely to continue to evolve in the coming year.

Table of Contents

• Overview
• Defining UCaaS
• UCaaS Market Trends
  • Study Demographics:
  • Spending Growth
  • UCaaS Platform Evolution
  • UCaaS Buying Patterns
  • Return to Private Solutions?
• Recommendations
• Working With Metrigy