UCaaS is a cloud-based deployment model of unified communications (UC) technology such as enterprise audio and video conferencing, hosted VoIP, and cloud private branch exchange (PBX). UCaaS is implemented in enterprises to communicate and collaborate globally in a cloud-based ICT ecosystem.The global UCaaS market covers cloud-based and hosted UC solutions. The state-ofthe-art communication infrastructure, functionality, scalability, customer engagement, remote communication, and business continuity are some of the key features of UCaaS. Voice, video, unified messaging, conference, and analytics services are primarily subscribed by organizations for UC&C.

PART 01: Executive summary 6

PART 02: Scope of the report 17

PART 03: Research methodology 22

PART 04: Introduction 25

Key market highlights 25

PART 05: Market landscape 27

Market overview 27

PART 06: Market segmentation by application 33

Global UCaaS market by application 33

Enterprise collaboration 33

Enterprise telephony 35

Contact center 36

PART 07: Market segmentation by end-user 38

Global UCaaS market by end-user 38

ICT 39

BFSI 40

Healthcare 41

Retail 42

Manufacturing 43

PART 08: Geographical segmentation 45

Global UCaaS market by geography 45

Americas 46

EMEA 47

APAC 48

PART 09: Decision framework 50

PART 10: Drivers and challenges 52

Market drivers 53

Impact of drivers on key customer segments 56

Market challenges 57

Impact of challenges on key customer segments 60

PART 11: Market trends 61

Increased adoption of BYOD and mobility 61

Hybrid UCaaS gaining more traction 61

Growing momentum of cloud brokerage services 62

Emergence of WebRTC 63

Rising popularity of OTT applications 64

PART 12: Five forces analysis 65

PART 13: Vendor landscape 66

Competitive Scenario 66

PART 14: Key vendor profile 68

8x8 68

AT&T 69

Google 71

Microsoft 72

Verizon Enterprise Solutions 74

Other prominent vendors 75

PART 15: Appendix 78

List of abbreviations 78

PART 16: Explore Technavio 80