Unified Communication and Collaboration Market Analysis

UCC Industry Insights

Offering Insights

• The services category will hold the largest market share, of 50%, in 2024 and will grow at the highest CAGR of 15%, during the forecast period.
• Consumer demand for UCC services that can combine multiple communication channels into one is growing due to the increased level of digitization occurring globally.
• Additionally, these services include implementation and integrations services, managed service, training and consulting services and support and maintenance services.
• Furthermore, with the increasing remote and hybrid work models, these UCC services are on the greater demand as they help to improve scalability and flexibility of these work models.

On the basis of offering market has the following categories:

• Solutions
  • Unified communication platforms
  • Telephony solutions
  • Video conferencing solutions
  • Collaboration solutions
  • Messaging solutions
  • Contact center solutions
• Services (Largest and Fastest-Growing Category)
  • Implementation and integration services
  • Managed services
  • Training and consulting services
  • Support and maintenance services
• Hardware
  • VoIP phones
  • Video conferencing equipment
  • Unified communication appliances
  • Gateways and controllers
  • Collaboration endpoints

Deployment Mode Insights

• The cloud mode will hold the larger market share, of 65%, in 2024 and grow at the higher CAGR, of 14%, during the forecast period.
• This is because it offers increased accessibility to a vast array of hosted computer infrastructure and services via the internet from anywhere in the world.
• Furthermore, cloud-based deployments can be on a pay-as-you-go basis.
• This financial model allows businesses to manage their expenses and scale their infrastructure according to demand, without having to make huge upfront expenditures on physical hardware.

The deployment modes analyzed in this report are:

• On-Premises
• Cloud (Larger and Faster-Growing Category)
  • Public
  • Private

Organization Size Analysis

• Large enterprises will hold the larger market share, of 70%, in 2024 because they are integrating ERP solutions, planning, and business extension, which need a proper UCC.
• These enterprises use UCC solutions to manage complex operations and improve communication channels.
• SMEs will grow at the higher CAGR, of 16%, during the forecast period.
• This is because most of the SMEs, particularly those in the IT and telecommunications sector, are shifting toward remote working.
• UCC platforms provide collaborative workspaces, cloud-based communication tools, and integrated messaging systems, which are much needed for remote work.

The organization sizes analyzed in this report are:

• Large Enterprises (Larger Category)
• Small and Medium-Sized Enterprises (SMEs) (Faster-Growing Category)

Vertical Analysis

• IT & telecommunications will hold the largest market share, of 35%, driven by the adoption of remote working models and advanced unified communication features.
• With the convenience of a single platform, these solutions provide upgraded capabilities, such as instant messaging, video conferencing, and collaboration tools.
• The healthcare category will grow at the highest CAGR, of 14%, during the forecast period due to the industry's shift toward automation and the integration of communication technologies into a unified environment.
• By implementing automated systems, healthcare providers can streamline operations, improve patient care, and enhance overall efficiency.
• UCC provides the healthcare sector with telemedicine platforms such as video conferencing and telehealth apps that facilitate remote monitoring, consultations, remote diagnosis, and treatment.

The verticals analyzed in this report are:

• BFSI
• IT and Telecommunications (Largest Category)
• Retail and Consumer Goods
• Healthcare (Fastest-Growing Category)
• Public Sector and Utilities
• Logistics and Transportation
• Travel and Hospitality
• Others