UCaaS + CCaaS MetriRank 2026

Authors: Diane Myers, Senior Research Director

Businesses have used single-vendor solutions for enterprise telephony/PBX and contact center platforms for years in legacy, on-premises deployments. Vendors included Alcatel-Lucent, Avaya, Cisco, Genesys, Mitel, NEC, Nortel, Siemens, and many others that no longer exist. The shift away from single-vendor solutions began with the emergence of unified communications (UC) and the move to the cloud with UC as a service (UCaaS). Options for telephony and UC services expanded and created a disparate provider landscape. Today more than 50% of business lines are on UCaaS. Contact center as a service (CCaaS) came eventually through the innovation of a different set of providers. As businesses have continued the migration to these cloud services, provider selection has become fragmented. The UCaaS market share leader, Microsoft, rolled out CCaaS services in 2026, but on a separate platform. The CCaaS market share leaders, NiCE, Genesys, and Five9, offer UCaaS services through various third-party partnerships or integrations.

The market is at an inflection point where businesses are actively seeking unified UCaaS and CCaaS services. Metrigy’s MetriCast 2026 global market study of 1,437 companies finds that 41.8% of research participants are using the same vendor for UCaaS and CCaaS but not necessarily via an integrated platform. 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.

In this inaugural UCaaS + CCaaS MetriRank 2026 report, Metrigy considered 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 in determining the overall leadership score, but market share momentum, product mix, and customer sentiment are significant at setting providers apart in the rankings. All the providers offer fundamental UC and contact center capabilities, but for this report we evaluated key integrated capabilities, such as presence synchronization, collaborative customer support tools, consolidated analytics and artificial intelligence (AI) functionality, and unified call routing.