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세계의 소매용 UCaaS(Unified Communication as-a-Service) 시장 : 지역별 - 성장, 동향, 예측(2018-2023년)

Unified Communication-as-a-Service (UCaaS) Market - Growth, Trends, COVID-19 Impact, and Forecasts (2021 - 2026)

리서치사 Mordor Intelligence Pvt Ltd
발행일 2021년 01월 상품 코드 546574
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세계의 소매용 UCaaS(Unified Communication as-a-Service) 시장 : 지역별 - 성장, 동향, 예측(2018-2023년) Unified Communication-as-a-Service (UCaaS) Market - Growth, Trends, COVID-19 Impact, and Forecasts (2021 - 2026)
발행일 : 2021년 01월 페이지 정보 : 영문

본 상품은 영문 자료로 한글과 영문목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

세계의 소매용 UCaaS(Unified Communication as-a-Service) 시장은 2017년에 34억 8,727만 달러를 기록했습니다. 향후 25.2%의 연평균 성장률(CAGR)로 성장하여 2023년에는 135억 75만 달러에 달할 것으로 예측됩니다.

세계의 소매용 UCaaS(Unified Communication as-a-Service) 시장에 대해 조사했으며, 시장 개요, 지역별 시장 동향, 시장 규모 추정과 예측, 시장 성장 촉진·저해요인 및 시장 기회, 경쟁 상황, 주요 기업 개요 등의 정보를 전해드립니다.


제1장 서론

  • 조사 성과
  • 시장 정의
  • 조사 가정

제2장 조사 방법

제3장 주요 요약

제4장 시장 분석

  • 시장 개요
  • 업계의 매력 : Porter's Five Forces 분석
    • 신규 참여업체의 위협
    • 공급업체의 협상력
    • 소비자의 협상력
    • 대체 제품의 위협
    • 업계내에서의 경쟁

제5장 시장 역학

  • 시장 성장 촉진요인
  • 시장 성장 저해요인

제6장 기술 동향

제7장 시장 세분화

  • 지역별
    • 북미
    • 유럽
    • 아시아태평양
    • 기타

제8장 기업 개요

  • Microsoft Corporation
  • Tieto
  • Avaya
  • IBM Corporation
  • Ring central
  • Cisco Systems, Inc
  • Alcatel-Lucent
  • Verizon Communications
  • Voss
  • DXC technology
  • NEC
  • 8×8, Inc.
  • Mitel
  • Call Tower
  • Dimension Data
  • Getronics

제9장 투자 분석

제10장 시장의 향후 전망

KSM 18.08.30

The global unified communication as-a-service market is expected to reach a CAGR of 25.67%, during the forecast period 2021 - 2026. Unified Communications (UC), since its launch, has emerged as a cost-effective solution for organizations across various industries, such as BFSI, healthcare, and retail, among others. However, the cloud delivery of the unified communications offered by companies, like Mitel Networks Corporation and IBM, is shaping the way organizations manage their communication networks.​

  • The growing need for an easily maintained network systems that can enable effective communications across multiple end-user industries, including healthcare, retail, and manufacturing, among others, is evident, considering the old/obsolete contact centers. ​
  • The advent of cost-effective cloud-based solutions has seen increased adoption from healthcare providers, who are often categorized to have minimum IT budgets. With the subscription-based United Communication services in place, the healthcare contact centers are establishing their PBX systems and seamlessly addressing multiple customer requests coming in from multiple sites. ​
  • The rapidly increasing adoption of the BYOD trend and other mobility solutions is expected to drive the adoption of UCaaS solutions even further. Bring Your Own Device (BYOD) has emerged as a significant trend in this new era of flexibility and network accessibility for employees working around the globe for various organizations, making the workplace more productive. ​For instance, According to Cisco, enterprises with a BYOD policy in place saves on average USD 350 per year, per employee.
  • Further, the ease of adoption of cloud-based technologies has further boosted the adoption of video conferencing among businesses, which is driving the adoption of cloud services for various business needs. Although many enterprise-level unified communications vendors, like Cisco, have offerings in this space, stand-alone and freemium persistent workspace applications are also still being implemented among businesses.​
  • Also, countries such as the United States, United Kingdom, China, Korea, etc., can be potential markets for UCaaS. For instance, healthcare spending in the United States is projected to increase by 5.5% annually, from 2017 through 2026, according to the US Centers for Medicare and Medicaid Services (CMS). If the spending increases at this rate, by 2026, health spending is projected to reach USD 5.7 trillion, which indicates stronger competition among the healthcare providers, and this creates the need to embrace new technologies in order to sustain.​

Key Market Trends

Manufacturing Sector is Expected to Register a Significant Growth

  • The manufacturing sector is the backbone of the economy of every country across the world. Thus, observing efficient time to market, quality control, and avoiding downtime is of vital importance. Companies have realized that effective communication throughout the work floor of factories and industries is one of the ways to achieve these three goals. ​
  • As a result, the manufacturing sector, which was previously limited by their traditional communication systems and legacy infrastructures, is now increasingly adopting UCaaS and is experiencing greater productivity gains as a result. The increasing deployment of cloud solutions, coupled with the rise in usage of VoIP and IP phones, has been a significant driver for the adoption of UCaaS in manufacturing environments. ​
  • Additionally, Government initiatives such as "Made in China 2025", which primarily aim to make China a dominant region in the global high-tech manufacturing sector is influencing other regions to take up initiatives like this which are expected to drive the market even further. This initiative is primarily focused on the manufacturing of electric cars, next-generation IT and telecommunications, new energy vehicles, and advanced robotics and AI and is expected to drive the unified communication-as-a-service in the manufacturing industry even forward.​

Europe is Expected to Occupy Significant Market Share

  • There are approximately 319,000 retail businesses in the United Kingdom, with approximately 87% of UK consumers reported having made a purchase of at least one product online in 2018. UK retailers are looking to entice customers to interact with them in-store so that they keep coming back. To do this, they need to provide a convenient and frictionless in-store experience, with the added advantage of knowledgeable sales staff that can explain product offerings and the number-one preference of in-store shoppers, ahead of ambiance, which is propelling the adoption of UCaaS.​
  • The country has witnessed a potential growth in the retail industry, with major players, like 8x8, a US-based company, which is one of the largest UCaaS providers comprising more than 1 million users, expanded significantly in the European market, after it made two acquisitions of UK-headquartered enterprises.​

The country's carriers' efforts to discontinue the integrated services digital network services are driving the carrier and customer migration to Internet protocol connectivity services. This huge shift is driving the adoption of next-generation business communication solutions, such as hosted private branch exchange (PBX) and UCaaS solutions. ​For instance, companies, such as Node4, announced a new and improved UCaaS platform. This offering is primarily built on a shared architecture, which implies that Node4 customers will benefit from both the customer dedicated platform and a multi-tenant one, allowing smaller organizations to access top-tier collaboration tools, affordably.​

Competitive Landscape

The competitive rivalry in the market between the players is high owing to the presence of some major players like 8x8 inc, Fuze Inc, Verizon, and many more. These companies are able to gain a competitive advantage over the other players due to their ability to bring about innovations by investing heavily in research and developments. The companies entering into strategic partnerships and their mergers and acquisitions have allowed them to occupy a substantial share in the market.

  • December 2019: BridgeClimb, the operator of Sydney's iconic Harbour Bridge experience, selected RingCentral Australia Pty Ltd, a wholly-owned subsidiary of RingCentral, Inc., to enable multichannel communications and customer service. To replace its legacy on-premise infrastructure, BridgeClimb has deployed RingCentral Office and RingCentral Contact Centre solutions across its entire staff. ​

Reasons to Purchase this report:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support



  • 1.1 Study Assumptions & Market Definition​
  • 1.2 Study Assumptions




  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Force Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Intensity of Competitive Rivalry
    • 4.2.5 Threat of Substitute Products
  • 4.3 Market Drivers
  • 4.4 Market Restraints​


  • 5.1 End-user Industry
    • 5.1.1 Healthcare
    • 5.1.2 Retail
    • 5.1.3 Manufacturing
    • 5.1.4 Financial Services
    • 5.1.5 Other end-user Industries​
  • 5.2 Geography
    • 5.2.1 North America
      • United States
      • Canada
    • 5.2.2 Europe
      • United Kingdom
      • Germany
      • France
      • Rest of Europe
    • 5.2.3 Asia-Pacific
      • China
      • India
      • Japan
      • Rest of Asia-Pacific
    • 5.2.4 Rest of the World


  • 6.1 Company Profiles
    • 6.1.1 Mitel Networks Corporation
    • 6.1.2 Ring Central Inc.
    • 6.1.3 8X8 Inc.
    • 6.1.4 Verizon Communications Inc.
    • 6.1.5 Vonage Holdings Inc.
    • 6.1.6 West Corporation
    • 6.1.7 Star2Star Communications LLC
    • 6.1.8 DXC technology
    • 6.1.9 Alcatel Lucent Enterprise International​
    • 6.1.10 IBM Corporation
    • 6.1.11 Cisco Systems Inc.​
    • 6.1.12 Dialpad, Inc.​
    • 6.1.13 Fuze, Inc.​
    • 6.1.14 Comcast Corporation( Blue Face Ltd.)​



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