Unified Communications As A Service (UCaaS) Market Size, Share, Opportunities, And Trends By Application (Enterprise Telephony, Meetings (audio/video/web Conferencing), Messaging, Communications-enabled Business Processes), By End-User (BFSI, IT And Telecom, Retail, Healthcare, Public Sector, Education, Others), And By Geography - Forecasts From 2024 To 2029

  • Published : Jun 2024
  • Report Code : KSI061615186
  • Pages : 142

The United Communication As A Service (UCaaS) market is projected to grow from US$32.668 billion in 2022 to US$155.191 billion in 2029 at 24.93% (CAGR). Unified Communication as a Service is a cloud-based communication platform that integrates video conferencing, file sharing, chat, and telephony, among other tools, on a single interface. The platform is a modern approach over conventional communication networks and serves an organization’s multi-functional needs, which enhances its overall operational efficiency and workplace productivity. 

Unified communication as a service offers high scalability for communication networks, which assists large firms in expanding their communication channels, adapting to the dynamic environment, and gaining more customer exposure. Moreover, the high flexibility provided by UCaaS further allows the user to select an appropriate communication tool that suits his/her requirements.

Security features of Unified communication as a service, such as multi-factor authentication, data encryption, and firewall, safeguard private data and communication from unauthorized access, hacking, or breaches. As a result,  UCaaS provides a modern communication approach that offers a comprehensive collaboration platform to organizations across various industry verticals with the added benefits of scalability, accessibility, and security.

Unified Communication As A Service Market Drivers:

  • Growing work-from-home or remote working trend had bolstered the market expansion. 

 The COVID-19 pandemic has accelerated the remote working trend, which offers cost-effective and productivity benefits. Moreover, the bring-you-own device trend is also on the rise, which has contributed to the increase in market demand for remote working solutions and software. The multi-channel communication and collaboration tools provided by the UCaaS, owing to which the solution has become an ideal choice to address the current demand. 

Full-time employees based in major economies are showing interest in remote working owing to its cost-effective nature. According to the data provided by the Global Survey of Working Arrangements (G-SWA) for April-May 2023, work-from-home prevalence was higher in the UK, US, Australia, New Zealand, and Canada, with full-time employees working on an average of 1.4 fully paid days from home weekly. 

  • The booming demand and adoption of cloud-based solutions have propelled the market growth. 

Technological adoption is booming, and organizations are looking to implement investments in improving their IT infrastructure that would digitize their communication channels. The comprehensive suite of cloud-based communication and collaboration tools provided by Unified Communication as a service requires less maintenance and offers businesses the opportunity to simplify their employee workflow. Additionally, favorable investments undertaken by governing authorities in promoting a cloud computing environment have led to a further upward market trajectory for unified communication as a service.

  • UCaaS' cost-effective nature has stimulated the market growth.

Unified communication as a service provides a wide variety of options that make communication easy among employees and their clients. Likewise, the cost associated with deployment, staff training, licensing, and other operational costs varies depending on the size of the firm and can impact the demand for the solution. 

According to the “Unified Communications as a Service Total Cost of Ownership 2023,” research study released by Metrigy in January 2024, which covered 42 industry verticals across the US and Canada, a wide range of costs inclusive of licensing, third-part performance, administrative management, and training are considered while analyzing the total operational cost. Hence, on average the companies spent US$791 on licensing and US$4,429 on IT employee training every year. The study further stated that major firms such as Microsoft are one of the leading UCaaS solution providers for larger organizations. 

Unified Communication As A Service Market Segmentation Analysis

  • The healthcare sector is set to grow at a constant rate.

End-user-wise, the unified communication as a service market is analyzed into the BFSI, IT & Telecom, retail, healthcare, public sector, education, and others. The healthcare sector is expected to account for a considerable market share and is poised for constant growth fueled by the high applicability of UCaaS solutions to improve communication and collaboration among staff, patients, and caregivers, establishing a secure route for messaging, telemedicine services, and video conferencing. With the rise of remote work and telehealth services, the demand for UCaaS in the healthcare sector is expected to grow significantly in the coming years.  

Unified Communication As A Service Market Geographical Outlook

  • North America accounted for a significant share of the global unified communications as a service market.

Geography-wise, the unified communication as a service market is divided into North America, South America, Europe, the Middle East and Africa, and Asia Pacific. The North American region is set to account for a significant market share and will witness the quickest market expansion fuelled by the booming cloud computing in major regional nations, namely the USA and Canada. The well-established presence of major market players such as Microsoft, Zoom Communications Ins, and Verizon, which have formed close ties with leading business firms across varied industry verticals, mainly BFSI, IT & Telecom, for their cloud-based solutions inclusive of UCaaS, also fuels regional market growth. 

Moreover, favorable government initiatives and investments to bolster industrial digitization, such as “Industry 4.0,” coupled with the growing remote working, are acting as additional driving factors for the regional market growth. For instance, according to Statistics Canada, the remote working trend has witnessed a significant increase post-COVID pandemic, with the percentage of Canadians working from home increasing from 7.1% in May 2016 to 20.1% in May 2023. 

Unified Communication As A Service Market Developments:

  • January 2023: Atos entered into an exclusive negotiation with Mintel Network to sell the former’s Unified Communications & Collaboration Services businesses, which also provides cloud-based unified communication as a service. The acquisition would further expand Unify’s geographical footprint, serving over 75 million users globally. 
  • July 2022: Ericsson completed the acquisition of Vonage Holding Corp, which would enable the former to provide a comprehensive portfolio of communication solutions, including CCaaS and UCaaS. The acquisition was part of Ericsson's plan to expand its mobile network business in enterprises. 

Unified Communications as a Service (UCaaS) Market Scope:


Report Metric Details
Market Size Value in 2022 US$32.668 billion
Market Size Value in 2029 US$155.191 billion
Growth Rate CAGR of 24.93% from 2022 to 2029
Study Period
2019 to 2029
Historical Data
2019 to 2022
Base Year 2023
Forecast Period 2024 – 2029
Forecast Unit (Value) USD Billion
Segments Covered
  • Application
  • End-User
  • Geography
Companies Covered
  • Zoom Video Communications, Inc.
  • Verizon
  • Microsoft
  • Sangoma
  • Bandwidth Inc.
Regions Covered
North America, South America, Europe, Middle East and Africa, Asia Pacific
Customization Scope Free report customization with purchase


The Unified Communication As A Service market is segmented and analyzed as:

  • By Application
    • Enterprise Telephony
    • Meetings (Audio/Video/Web Conferencing)
    • Messaging
    • Communication-Enabled Business Processes
  • By End-User
    • BFSI
    • IT & Telecom
    • Retail
    • Healthcare
    • Public Sector
    • Education
    • Others
  • By Geography
    • North America
      • United States
      • Canada
      • Mexico
    • South America
      • Brazil
      • Argentina
      • Others
    • Europe
      • Germany
      • France
      • United Kingdom 
      • Spain
      • Others
    • Middle East and Africa
      • Saudi Arabia
      • UAE
      • Israel
      • Others
    • Asia Pacific
      • China
      • Japan
      • India
      • South Korea
      • Indonesia
      • Taiwan
      • Others

Frequently Asked Questions (FAQs)

The unified communications as a service (UCaaS) market is projected to reach a market size of US$155.191 billion by 2029.
The global unified communications as a service (UCaaS) market is projected to grow at a CAGR of 24.93% during the forecast period.
Unified Communications As A Service (UCaaS) Market was valued at US$32.668 billion in 2022.
North America accounted for a significant share of the unified communications as a service market.
The unified communications as a service market is driven by the rising incorporation of remote work and its solutions and the growing demand and adaptation of cloud-based solutions.


1.1. Market Overview

1.2. Market Definition

1.3. Scope of the Study

1.4. Market Segmentation

1.5. Currency

1.6. Assumptions

1.7. Base and Forecast Years Timeline

1.8. Key benefits for the stakeholders


2.1. Research Design

2.2. Research Process


3.1. Key Findings


4.1. Market Drivers

4.2. Market Restraints

4.3. Porter’s Five Forces Analysis

4.3.1. Bargaining Power of Suppliers

4.3.2. Bargaining Power of Buyers

4.3.3. The Threat of New Entrants

4.3.4. Threat of Substitutes

4.3.5. Competitive Rivalry in the Industry

4.4. Industry Value Chain Analysis

4.5. Analyst View


5.1. Introduction 

5.2. Enterprise Telephony

5.3. Meetings (Audio/Video/Web Conferencing)

5.4. Messaging

5.5. Communications-Enabled Business Processes


6.1. Introduction 

6.2. BFSI

6.3. IT and Telecom

6.4. Retail

6.5. Healthcare

6.6. Public Sector

6.7. Education

6.8. Others


7.1. Introduction

7.2. North America

7.2.1. By Application

7.2.2. By End-User

7.2.3. By Country United States Canada Mexico

7.3. South America

7.3.1. By Application

7.3.2. By End-User

7.3.3. By Country Brazil Argentina Others

7.4. Europe

7.4.1. By Application

7.4.2. By End-User

7.4.3. By Country Germany France United Kingdom Spain Others

7.5. Middle East and Africa

7.5.1. By Application

7.5.2. By End-User

7.5.3. By Country Saudi Arabia UAE Israel Others

7.6. Asia Pacific

7.6.1. By Application

7.6.2. By End-User

7.6.3. By Country China Japan India South Korea Indonesia Taiwan Others


8.1. Major Players and Strategy Analysis

8.2. Market Share Analysis

8.3. Mergers, Acquisitions, Agreements, and Collaborations

8.4. Competitive Dashboard


9.1. Zoom Video Communications, Inc.

9.2. Verizon

9.3. Microsoft 

9.4. Sangoma

9.5. 8x8, Inc.

9.6. Bandwidth Inc. 

9.7. Dstny

9.8. Genesys

9.9. Avaya Inc.

9.10. RingCentral, Inc.

Zoom Video Communications, Inc.




8x8, Inc.

Bandwidth Inc. 



Avaya Inc.

RingCentral, Inc.