Unified Communications and Collaboration (UC&C) Market Size & Share Analysis - Growth Trends & Forecasts (2024 - 2029)

The Report Covers Unified Communications Market Trends & Share. The Market is Segmented by Deployment Type (on-Premise/hosted, Cloud), Type (business VOIP/UC Solutions, Enterprise Collaboration, Contact Center Services, Customer Interaction Applications), End-User Vertical (retail, BFSI, Healthcare, Public Sector) and Geography (North America, Europe, Asia-Pacific, Rest of the World (Latin America and Middle East & Africa). The Market Size and Forecasts are Provided in Terms of Value (USD) for all the Above Segments.

Unified Communications and Collaboration Market Size

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Unified Communications and Collaboration Market Summary
Study Period 2019 - 2029
Market Size (2024) USD 145.58 Billion
Market Size (2029) USD 496.30 Billion
CAGR (2024 - 2029) 27.80 %
Fastest Growing Market Asia Pacific
Largest Market North America

Major Players

Unified Communications and Collaboration Market Major Players

*Disclaimer: Major Players sorted in no particular order

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Unified Communications and Collaboration Market Analysis

The Unified Communications And Collaboration Market size is estimated at USD 145.58 billion in 2024, and is expected to reach USD 496.30 billion by 2029, growing at a CAGR of 27.80% during the forecast period (2024-2029).

Traditionally, demand for unified communication and collaboration has been dominated by single products. Businesses used to select their own products for particular needs. For example, organizations bought email servers for messaging, team rooms for teamwork, portals for organizational information sharing, and PBX and voicemail for telephony services. Customers are making strategic technology decisions to deploy unified communications and collaboration environments based on the entire collaboration stack's capability, richness, and integration.

  • Companies that choose collaboration and communication products often do so based on the platform's future direction. Selecting the right platform helps companies reduce IT costs, management overhead, and integration challenges. Moreover, a holistic platform approach substantially benefits end-user training, adoption, and business value.
  • The advent of cost-effective cloud-based solutions has increased healthcare providers' adoption, often categorized as having minimum IT budgets. With the subscription-based united communication services, the healthcare contact centers establish their PBX (Private Branch Exchange) systems and seamlessly address multiple customer requests from various sites.
  • Various individual and B2B data-intensive applications, such as AR, VR, and video applications, are emerging. The industries such as IT, telecom, BFSI, healthcare, retail, media and entertainment, and many others have different types of video conferencing essentials, including high bandwidth, low power, ultra power latency, and high speed.
  • Remote work mandates create an unprecedented opportunity for service providers to promote software-based communications as a critical enabler of business continuity and demonstrate the flexibility of unified communications as a service (UCaaS) and cloud services regarding capacity adjustments and service delivery (irrespective of location). This trend is expected to support market growth.
  • The high installation costs of UCC systems are one of the greatest problems SMEs confront. Integration of multiple communication channels onto a single platform necessitates substantial investments in infrastructure, software, and hardware.
  • The COVID-19 pandemic hastened the transition to remote work, compelling businesses and organizations to adopt virtual collaboration tools to ensure business continuity. Demand for video conferencing, instant messaging, and other communication and collaboration technologies has skyrocketed as more employees work from home

Unified Communications and Collaboration Market Trends

Retail Sector to Witness the Growth

  •  In order to increase sales, analyse customer information and improve the user experience by lowering costs and improving network performance, retailers are taking advantage of cloud technology. For example, the benefits to retailers are enhanced by Unified Communications as a Service UCaaS for Voice and Other Collaboration Tools, WiFI Networks Enabled Network As A Service SDNA for Centralized Data Services Across All Retails,and Software Wide Area Networks.
  •  In the retail sector, RFID technology is still increasing. As a proximity technology, RFID has an innate synergistic effect. In the field of pricing and inventory management in the checkout line, it has been extensively tested as a customer service tool. RFID is also intended to be a device recognition and authentication mechanism for the next generation of mobile or handheld devices, like recognising customers who are coming into stores in order to deliver tailored experiences based on their tastes. Only information can be used to leverage the impact of a customer experience at this scale. Unified communications technologies that integrate customer, sales and inventory operations in a single telephone, computer or point of sale system are the locus for retailing.
  • Rapid changes in customer purchasing patterns have led to a dynamic shift in the retail sector from an individual point of interaction to omnichannel via the Internet or social media. Increased consumer demand has led to the need for an enhanced shopping and customer service experience across all channels, which is in line with the requirement of innovative communication tools that will enable automated retail business processes.
  •  In order to guarantee a smooth functioning of its business, clothing retailers' online stores may switch from the traditional cloud model for several activities in order to take advantage of different cloud models. In order to process orders and manage the scalability of resources, public cloud resources could be used. On the other hand, working on legal regulations, including essential data, such as customer payment details, which require strict management, could be done using a private cloud model.
  • Furthermore, According to the Kantar 2023, Amazon was ranked as the world’s most valuable retail brand, with a brand value of around 175 billion U.S. dollars Offerings products in the area of Internet retailing, computers, consumer electronics, digital content and other locally relevant services like shopping discounts. The demand in the market studied could also be stimulated by such an increase in retailers.
Unified Communications and Collaboration Market - Most Valuable Retail Brands Worldwide in 2023, by Brand Value, in USD Million

North America is Expected to Witness the Growth

  • A variety of communication and collaboration tools are offered to enterprises by the rapidly expanding Unified Communications and Collaboration UC&C market. The market has grown significantly over the past few years, mainly as a result of increasing demand for teleworking solutions and adoption of cloud technologies. North America, with a significant share of the UC&C market's revenues, has become an important participant on this market.
  • The high rate of technology adoption and emphasis on innovation in North America have made it mature UC&C market solution. Microsoft, Cisco, and IBM, pioneers in the UC&C market, are headquartered there. 
  • These businesses have made substantial investments in research and development to create innovative UC&C solutions that meet the evolving requirements of businesses.
  • Due to its large and diverse economy and high concentration of businesses in a number of sectors, North America is a favourable solution for the UC&C market. Communication and collaboration solutions that increase productivity, reduce costs while increasing consumer involvement are sought by these businesses. UC&C solutions offer businesses a comprehensive set of tools to achieve these goals, making them one of the most popular options among North American companies.
Unified Communications and Collaboration Market : Market CAGR (%), By Region, Global

Unified Communications and Collaboration Industry Overview

The unified communications and collaboration market is consolidated and witnessed rapid innovation, industry consolidation, and a shift toward team and workstream collaboration. In recent years, the need to have a complete UC&C platform caused many vendors to consolidate because acquiring the customer base was the fastest way to accomplish this. The significant players operating in the market focus on new product development techniques to strengthen their product portfolio and increase customer acquisition. 

  • In November 2023, Momentum,has announced that it has completed its acquisition of G12 Communications, By joining forces with G12, company would to deliver premier voice-enabled collaboration solutions that empower organizations and the modern workforce to thrive in an increasingly digital and collaborative world
  • In October 2023, Cisco has announced an AI strategy that the company is making good on with a smattering of generative AI-based features and functionality into the Webex platform. The company highlighted several new device options, promoted its Apple partnership, and even discussed how teamwork and interoperability with third-party collaboration providers, such as Microsoft Teams,

Unified Communications and Collaboration Market Leaders

  1. Avaya Inc.

  2. Cisco Systems Inc.

  3. RingCentral Inc.

  4. Verizon Communications Inc.

  5. Mitel Networks Corporation

*Disclaimer: Major Players sorted in no particular order

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Unified Communications and Collaboration Market News

  • April 2023: NICE announced that it received Frost & Sullivan's 2022 European Contact Center as a Services Technology Innovation Leadership Award for the exceptional business value it delivers. With this Best Practices award, Frost & Sullivan recognizes companies in various regional and international markets for An outstanding record in leadership, customer service, technology innovation and strategic product development.
  • April 2023 : Avaya has launched the Avaya Experience Platform (AXP) in Australia and New Zealand (A/NZ) to deliver flexible and productive hybrid work for employees and create seamless experiences for customers, Where AXP is an AI-powered, contact centre-as-a-service (CCaaS) collaboration platform and a key component of the Avaya Experience Platform, which offers comprehensive workstream collaboration and unified communications technologies.

Unified Communications and Collaboration Market Report - Table of Contents

  1. 1. INTRODUCTION

    1. 1.1 Study Assumptions and Market Definition

    2. 1.2 Scope of the Study

  2. 2. RESEARCH METHODOLOGY

  3. 3. EXECUTIVE SUMMARY

  4. 4. MARKET INSIGHTS

    1. 4.1 Market Overview

    2. 4.2 Industry Attractiveness - Porter's Five Forces Analysis

      1. 4.2.1 Bargaining Power of Consumers

      2. 4.2.2 Bargaining Power of Suppliers

      3. 4.2.3 Threat of New Entrants

      4. 4.2.4 Threat of Substitute Products

      5. 4.2.5 Intensity of Competitive Rivalry

    3. 4.3 Assessment of COVID-19 on the Industry

  5. 5. MARKET DYNAMICS

    1. 5.1 Market Drivers

      1. 5.1.1 Emergence of Pay-as-you-go Model Driving the Demand over Legacy UC Solutions

      2. 5.1.2 Changing Workforce Dynamics Leading to the Emergence of New Forms of Enterprise Collaboration

      3. 5.1.3 Growing Demand from SME's Expected to Drive Adoption

    2. 5.2 Market Challenges

      1. 5.2.1 Management and Integration Challenges Remain a Concern for Traditional UC

  6. 6. TECHNOLOGY OVERVIEW

    1. 6.1 Evolution of UC&C

    2. 6.2 Cost Comparison of Various UC&C Offerings

    3. 6.3 Emerging Case Studies - Contextual Collaborations, Enterprise Social Networking and Other Internal Communication Tools

  7. 7. MARKET SEGMENTATION

    1. 7.1 By Deployment Type

      1. 7.1.1 On-premise/Hosted

      2. 7.1.2 Cloud (UCaaS)

    2. 7.2 By Type

      1. 7.2.1 Business VOIP/UC Solutions

      2. 7.2.2 Enterprise Collaboration

      3. 7.2.3 Contact Center Services

      4. 7.2.4 Customer Interaction Applications

      5. 7.2.5 Other Types

    3. 7.3 By End-User Industry

      1. 7.3.1 Retail

      2. 7.3.2 BFSI

      3. 7.3.3 Healthcare

      4. 7.3.4 Public Sector

      5. 7.3.5 Others End User Industries (Logistics, IT & Telecom, Etc.)

    4. 7.4 By Geography

      1. 7.4.1 North America

      2. 7.4.2 Europe

      3. 7.4.3 Asia-Pacific

      4. 7.4.4 Rest of the World (Latin America and Middle East & Africa)

  8. 8. COMPETITIVE LANDSCAPE

    1. 8.1 Company Profiles

      1. 8.1.1 Avaya Inc.

      2. 8.1.2 Cisco Systems Inc.

      3. 8.1.3 RingCentral Inc.

      4. 8.1.4 Verizon Communications Inc.

      5. 8.1.5 Mitel Network Communications

      6. 8.1.6 Polycom Inc. (Plantronics)

      7. 8.1.7 NEC Corporation

      8. 8.1.8 AT&T Inc.

      9. 8.1.9 GoToConnect

      10. 8.1.10 8x8 Inc

      11. 8.1.11 Zoom Video Communications Inc.

      12. 8.1.12 3CX Ltd.

    2. *List Not Exhaustive
  9. 9. INVESTMENT ANALYSIS

  10. 10. FUTURE OF THE MARKET

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Unified Communications and Collaboration Industry Segmentation

Unified Communications and Collaboration (UC&C) is a group of solutions organizations implement to ensure that nearly all their technology works smoothly and securely for near real-time collaboration. It is beneficial to integrate multiple enterprise communication tools such as voice calling, video conferencing, instant messaging (IM), presence, content sharing, etc.

unified communications market is segmented by deployment type (on-premise/hosted, cloud), type (business VOIP/UC solutions, enterprise collaboration, contact center services, customer interaction applications), end-user vertical (retail, BFSI, healthcare, public sector) and geography (North America, Europe, Asia-Pacific, Rest of the World (Latin America and Middle East & Africa). The market size and forecasts are provided in terms of value (USD) for all the above segments.

By Deployment Type
On-premise/Hosted
Cloud (UCaaS)
By Type
Business VOIP/UC Solutions
Enterprise Collaboration
Contact Center Services
Customer Interaction Applications
Other Types
By End-User Industry
Retail
BFSI
Healthcare
Public Sector
Others End User Industries (Logistics, IT & Telecom, Etc.)
By Geography
North America
Europe
Asia-Pacific
Rest of the World (Latin America and Middle East & Africa)
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Unified Communications and Collaboration Market Research FAQs

The Unified Communications And Collaboration Market size is expected to reach USD 145.58 billion in 2024 and grow at a CAGR of 27.80% to reach USD 496.30 billion by 2029.

In 2024, the Unified Communications And Collaboration Market size is expected to reach USD 145.58 billion.

Avaya Inc., Cisco Systems Inc., RingCentral Inc., Verizon Communications Inc. and Mitel Networks Corporation are the major companies operating in the Unified Communications And Collaboration Market.

Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2024-2029).

In 2024, the North America accounts for the largest market share in Unified Communications And Collaboration Market.

In 2023, the Unified Communications And Collaboration Market size was estimated at USD 105.11 billion. The report covers the Unified Communications And Collaboration Market historical market size for years: 2019, 2020, 2021, 2022 and 2023. The report also forecasts the Unified Communications And Collaboration Market size for years: 2024, 2025, 2026, 2027, 2028 and 2029.

Unified Communications and Collaboration (UC&C) Industry Report

Statistics for the 2024 Unified Communications and Collaboration (UC&C) market share, size and revenue growth rate, created by Mordor Intelligence™ Industry Reports. Unified Communications and Collaboration (UC&C) analysis includes a market forecast outlook to 2029 and historical overview. Get a sample of this industry analysis as a free report PDF download.

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Unified Communications and Collaboration (UC&C) Market Size & Share Analysis - Growth Trends & Forecasts (2024 - 2029)