Unified Communication as a Service (UCaaS) Global Market Report 2024

The unified communication as a service (ucaas) market size has grown strongly in recent years. It will grow from $36.14 billion in 2023 to $39.75 billion in 2024 at a compound annual growth rate (CAGR) of 10.0%. The growth observed in the historic period can be attributed to several factors, including a focus on cost efficiency and scalability, the globalization of businesses, trends in remote work, efforts towards integrating systems with business applications, and a heightened emphasis on enhancing employee productivity.

The unified communication as a service (ucaas) market size is expected to see rapid growth in the next few years. It will grow to $68.39 billion in 2028 at a compound annual growth rate (CAGR) of 14.5%. The anticipated growth in the forecast period is expected to be driven by the adoption of hybrid work models, heightened concerns regarding security and compliance, the expansion of the mobile workforce, increasing demand for integration of AI and analytics, and the emergence of collaboration hubs. Major trends expected during this period include the utilization of AI for improved communication, emphasis on customization and scalability, a shift towards mobile-centric UCaaS solutions, integration of Web Real-Time Communication (WebRTC), and the utilization of unified communication analytics tools.

The escalating demand for unified communication as a service (UCaaS) is poised for growth due to the surge in BYOD and mobility. BYOD, allowing personal device use in lieu of organization-provided ones, fosters productivity gains. Studies indicate its positive impact on productivity, employee satisfaction, and cost efficiency. TechJury's October 2021 report highlighted that 67% of employees use personal devices at work, with 59% of firms adopting BYOD. This mounting demand for mobility fuels the UCaaS sector's expansion.

The upsurge in cloud adoption is set to drive the unified communication as a service (UCaaS) market. Cloud adoption, leveraging cloud computing services for business operations, is complemented by UCaaS, offering flexible and feature-rich communication solutions. A survey by O’Reilly Media Inc. revealed that 90% of 2,834 global respondents employed cloud-based applications, with 48% planning to migrate over half of their apps to the cloud within a year. This increasing cloud adoption acts as a catalyst for UCaaS market growth.

In the unified communication as a service (UCaaS) market, companies are driving innovation by integrating cloud technology. RingCentral Inc.'s launch of cloud telephony services in India marks a significant move. This initiative allows international corporations operating in India to streamline interactions through advanced cloud communication tools, thanks to RingCentral securing a Unified License from the Indian government. It highlights RingCentral's commitment to India's information technology and communication sector expansion. For instance, in RingCentral Inc., a US-based software company launched cloud telephony service in India, becoming the inaugural global cloud provider to offer compliant, high-quality telephony services in the country. This initiative allows international corporations operating in India to leverage advanced cloud communication tools, streamlining interactions with clients, associates, and staff. RingCentral has successfully completed regulatory checks and secured a Unified License from the Indian government for delivering Unified Communications as a Service (UCaaS). The unveiling of this service underscores RingCentral's dedication to actively participating in the substantial expansion of India's information technology and communication sector.


Major players in the unified communication as a service (UCaaS) market are strategically leveraging partnerships to enhance profitability. A noteworthy collaboration took place in July 2023, where Tata Teleservices Limited partnered with Microsoft to launch Smartflo UCaaS. This solution facilitates PSTN calls from various devices via the corporate network, consolidating communication channels for improved productivity and reduced infrastructure expenses. Smartflo UCaaS replaces conventional PBXs, offering a secure and budget-friendly cloud-based call control system. Tailored for scalability, it meets the needs of small to medium-sized enterprises, eliminating the necessity for costly infrastructure and optimizing capital allocation.

In June 2021 marked the acquisition of Unify Square, a US-based provider of unified communications as a service (UCaaS), software solutions, cloud-managed services, and consulting, by Unisys, a prominent US-based information technology company. The $152.5 million deal positions Unisys to leverage Unify Square's robust UCaaS offerings, augmenting its focus on experience-centric digital workplace services. This strategic acquisition aims to bolster Unisys' digital workplace business, fostering increased revenue growth and improved profitability through an expanded suite of tailored digital solutions.

Major companies operating in the unified communication as a service (ucaas) market report are Amazon.com, Google LLC, Microsoft Corporation, Verizon Communication Inc., Comcast Corporation, AT&T Inc., ALE International SAS, Cisco Systems Inc., BT Group PLC, Lumen Technologies Inc., NTT Communications Corporation, Orange Business Services India Solutions Pvt. Ltd., Zoom Video Communications Inc., Avaya Inc., Tata Communications Ltd., Genesys Telecommunications Laboratories Inc., Alcatel-Lucent Enterprise International SAS, RingCentral Inc., Vonage Holdings Corp., LogMeIn Inc., Mitel Networks Corporation, 8x8 Inc., Nextiva Inc., Gamma Communication PLC, Dialpad Inc., Sify Technologies Ltd., Masergy Communications Inc., Fuze Inc., Metaswitch Networks Ltd., Star2Star Communications LLC.

North America was the largest region in the unified communication as a service market in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the unified communication as a service (ucaas) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in the unified communication as a service (ucaas) market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The core elements within the unified communication as a service (UCaaS) market encompass telephony, unified messaging, collaboration platforms, conferencing, and supplementary components. Telephony covers the creation, implementation, and utilization of telecommunication services. UCaaS solutions comprise software and services tailored for diverse entities, including small to medium-sized enterprises (SMEs) and larger corporations. These solutions are applied across various verticals such as banking, financial services, insurance, IT, telecommunications, IT-enabled services, education, retail, government, defense, healthcare, and other sectors.

The unified communication as a service market research report is one of a series of new reports that provides unified communication as a service market statistics, including unified communication as a service industry global market size, regional shares, competitors with a unified communication as a service market share, detailed unified communication as a service market segments, market trends and opportunities, and any further data you may need to thrive in the unified communication as a service industry. This unified communication as a service market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future state of the industry.

The unified communication as a service (UCaas) market includes revenues earned by entities by providing unified communication services such as enterprise telephony, audio/video/ web conferencing, unified messaging, data mobility, instant messaging, and communication-enabled business operations to form unified communications channel within the organizations. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.