SIP Trunking: Voice connectivity for premises-based PBX and contact centers with SIP interfaces and UCaaS/CCaaS services; includes Direct Routing and Operator Connect for Microsoft Teams

What We Count

In this service, we count vendor’s and provider’s relative revenue in US$ recognized during the calendar year for every category. We do not include revenue from management systems, service, or support within individual product categories.

Regions

The “bring your own carrier” model allows UCaaS adopters to separate call control from PSTN connectivity, potentially providing lower costs and improving flexibility.

Over the last few years, Metrigy has tracked a rapid rise in the adoption of unified communications-as-a-service, or UCaaS, for short. According to our global “Workplace Collaboration: 2021-22” research study, more than 47% of the 476 participating companies are now using it in some fashion, either as a complete replacement for legacy on-premises and/or hosted PBXs, or in conjunction with legacy platforms. Our data shows more than a 240% increase in UCaaS adoption since 2019.

Prior to the pandemic, UCaaS adoption was largely concentrated in the small-medium business segment, with larger companies reluctant to embrace it due to concerns about availability and reliability, security, performance, and cost. The pandemic, coupled with the maturation of UCaaS offerings, has dramatically changed that equation. Among this year’s data set, approximately one-third of large companies (defined as those with more than 2,500 employees) are using UCaaS, compared to 31% that still maintain their calling platforms on-premises. Of those still operating their own calling platforms, 25% plan to shift to UCaaS by the end of 2021 and another 14% are evaluating doing so in 2022.

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