USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
What Does it Take to Capitalize on the Robust Growth Trajectory?
22-Jul-2022
North America
Market Research
K745-01-00-00-00
TE04099-NA-MT_26750
Fear of stagflation or recession is likely to dampen the momentum the industry has garnered in the past couple of years. Strong recognition of UCaaS benefits—including improved business continuity and enhanced remote/hybrid workforce productivity—is likely to be offset by budget tightening, delayed investments, and technology investment priorities re-evaluation.
The gap—in terms of growth rates and market share—between the winners and laggards among UCaaS providers is widening. This is compelling market participants to urgently seek greater differentiation and identify new growth opportunities. Providers with broader solutions portfolios (e.g., broadband, mobile services, SD WAN, and managed security) and those offering freemium and/or mobile-ready cloud collaboration services are likely to see pull-through on UCaaS sales.
The addressable market is becoming more clearly segmented between organizations and/or users looking for collaboration-rich UCaaS and those with a preference for voice-centric cloud communications solutions. Specific workflows, user demographics or job roles, or types of communications approaches (e.g., single-vendor versus multi-vendor/best-of-breed, and security posture) often determine each organization’s choice of a UCaaS solution.
This market analysis provides valuable insights on UCaaS market growth drivers and restraints, competitive factors and growth opportunities. It can be leveraged by market participants to develop sustainable growth strategies.
Author: Elka Popova
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the North American UCaaS Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
Scope of Analysis
Scope and Market Definitions
Scope and Market Definitions (continued)
Scope and Market Definitions (continued)
Scope and Market Definitions (continued)
Scope and Market Definitions (continued)
Scope and Market Definitions (continued)
Key Findings
Key Growth Metrics
Distribution Channels
Growth Drivers
Growth Driver Analysis
Growth Driver Analysis (continued)
Growth Restraints
Growth Restraint Analysis
Organization Likely to Decrease Share of Workforce Using PBX, PSTN and Both by 2025
Forecast Assumptions
Organizations’ Cloud Migration Plans
Enterprise Telephony/Business Call-control Environment Trends
Revenue and Installed Seats/Users Forecast
Net New Seats/Users Forecast
UCaaS Penetration of the Addressable Market
Installed Seats/Users Forecast by Country
Unit and Revenue Forecast Analysis
Market Analysis by Country
Market Analysis by Industry Vertical
Market Analysis by Industry Vertical (continued)
Percent Installed Seats/Users by Customer Size, 2021
Desktop and Mobile Access to UCaaS Functionality, 2021
Percent Installed Users by Type of Access, 2021
Pricing Trends and Forecast Analysis
Pricing Trends and Forecast, Total UCaaS Market
Monthly Average Cloud PBX/UCAAS Price Trends
Preferred Cloud PBX/UCaaS Packaging
Preferred Way to Purchase Calling Plans for Cloud PBX/UCaaS
Competitive Environment
Important PBX Features in Cloud PBX Solution/Provider Selection
Important Capabilities in Cloud Communications Provider Selection
Importance of a Fully Integrated UCaaS Solution
Importance of Purchasing Tangential Capabilities from the Same Provider
Installed Seats/Users Share by Service Provider Brand
Revenue Market Share by Service Provider Brand
UCaaS Platform Vendor Market Share by Installed Seats/Users
Selected Competitor Analysis
Selected Competitor Analysis (continued)
Selected Competitor Analysis (continued)
Competitive Trends
Competitive Trends (continued)
Important Aspects in Cloud PBX/UCaaS Provider Selection
Intent to Switch Cloud PBX/UCaaS Provider Upon Current Contract Expiration
Top 3 Reasons for Replacing Cloud PBX/UCaaS Provider
Growth Opportunity 1—Contact Center
Growth Opportunity 1—Contact Center (continued)
Growth Opportunity 2—Mobile-first UCaaS
Growth Opportunity 2—Mobile-first UCaaS (continued)
Growth Opportunity 3—Advanced Collaboration
Growth Opportunity 3—Advanced Collaboration (continued)
Growth Opportunity 4—International Expansion
Growth Opportunity 4—International Expansion (continued)
Growth Opportunity 5—Vertical Strategies and Frontliner Focus
Growth Opportunity 5—Vertical Strategies and Frontliner Focus (continued)
Growth Opportunity 6—Microsoft Teams Calling Enablement Services
Growth Opportunity 6—Microsoft Teams Calling Enablement Services (continued)
Survey Study Objectives
Evolution of the Cloud Communications Market Survey: Research Methodology
IT/Telecom Decision Maker Investment Priorities Survey: Research Methodology
Providers Included in “Other”
Platforms Included in “Other”
Your Next Steps
Why Frost, Why Now?
List of Exhibits
List of Exhibits (continued)
Legal Disclaimer
List of Figures
- Total UCaaS Market: Key Growth Metrics, North America, 2021
- Total UCaaS Market: Distribution Channel Analysis, North America, 2021
- Total UCaaS Market: Growth Drivers, North America, 2022 2028
- Total UCaaS Market: Growth Restraints, North America, 2022 2028
- Solutions Deployment as a Cloud Service, North America, 2021 2023
- Most Likely Future Environment, North America, 2025
- Present Environment, North America, 2021
- Total UCaaS Market: Revenue and Installed Seats/Users Forecast, North America, 2020 2028
- Total UCaaS Market: Net New Seats Forecast, North America, 2020 2028
- Total UCaaS Market: Market Penetration, North America, 2020 2028
- Total UCaaS Market: Installed Seat Forecast by Country, 2020 2028
- Total UCaaS Market: Percent Installed Users by Customer Size, North America, 2021
- Total UCaaS Market: Percent Installed Users with Desktop and Browser based Soft Clients, North America, 2021
- Total UCaaS Market: Percent Installed Users with Mobile Access to UCaaS via Mobile Soft Clients, Browsers and Native Mobile Dialers, North America, 2021
- Total UCaaS Market: Percent Installed Users Deployed Over the Top Versus Over Managed Bandwidth, North America, 2021
- Total UCaaS Market: Average Price Forecast, North America, 2020 2028
- Monthly Average Price Per User Paying, North America, 2021
- Monthly Average Price Per User Willing to Pay, North America, 2021
- Preference to Purchase Cloud PBX/UCaaS, North America, 2021
- Preference to Purchase Calling Plans for Cloud PBX/UCaaS, North America, 2021
- Total UCaaS Market: Competitive Environment, North America, 2021
- Importance of Enterprise Telephony/PBX Features, North America, 2021
- Importance of Cloud Communications Provider Capabilities, North America, 2021
- Importance of Fully Integrated UCaaS Solution That Also Includes Messaging and Meetings, North America, 2021
- Importance of Purchasing Tangential Capabilities from the Same Provider, North America, 2021
- Total UCaaS Market: Percent Share of Installed Seats/Users, North America, 2021
- Total UCaaS Market: Percent Share of UCaaS Revenue, North America, 2021
- Total UCaaS Market: Percent Installed Users by Platform Vendor, North America, 2021
- Important Aspects in Cloud PBX/UCaaS Provider Selection, North America, 2021
- Intent to Switch Cloud PBX/UCaaS Provider, North America, 2021
- Reasons to Replace Cloud PBX/UCaaS Provider, North America, 2021
Speak directly with our analytics experts for tailored recommendations.
Recent related Unified Communications and Collaboration (UCC) research
08 Oct 2026 | Global | Customer Research
Growth Opportunities for Communications and Collaboration in the Government Sector
Data from Frost & Sullivan's IT Decision Maker survey shows that government communications are entering a decisive new phase. The research finds that modernization is moving beyond routine technology replacement. Agencies now want communications platforms that improve public services, support employ...
07 Oct 2026 | Global | Market Research
Global Audio-Conferencing Devices Market Forecast to 2032
For years, while cameras drew the attention and budget in meeting rooms, audio was often a second thought. That assumption has expired. Audio now sits at the center of meeting equity and collaboration effectiveness, because even the sharpest image is useless if people cannot be heard and understood ...
28 Sep 2026 | Global | Frost Radar
Frost Radar™: Communications Platform as a Service, 2026
Communications platform as a service (CPaaS) has become foundational infrastructure for digital business, embedding programmable voice, messaging, and video into the applications where customers and employees engage. Enterprises are rearchitecting their communication workflows around programmable in...
24 Sep 2026 | Global | Customer Research
UCC Buyers’ Perspective: Investment Priorities in 2026 and Beyond
This research examines enterprise buyer priorities, investment plans, and purchasing behaviors related to Unified Communications and Collaboration (UCC) technologies through 2029, based on Frost & Sullivan’s 2026 global Information Technology Decision-Maker (ITDM) survey. The study explores how orga...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Market Research |
|---|---|
| Author | Elka Popova |
| Industries | Telecom |
| No Index | No |
| Is Prebook | No |
| List of Charts and Figures | Total UCaaS Market: Key Growth Metrics, North America, 2021~ Total UCaaS Market: Distribution Channel Analysis, North America, 2021~ Total UCaaS Market: Growth Drivers, North America, 2022 2028~ Total UCaaS Market: Growth Restraints, North America, 2022 2028~ Solutions Deployment as a Cloud Service, North America, 2021 2023~ Most Likely Future Environment, North America, 2025~ Present Environment, North America, 2021~ Total UCaaS Market: Revenue and Installed Seats/Users Forecast, North America, 2020 2028~ Total UCaaS Market: Net New Seats Forecast, North America, 2020 2028~ Total UCaaS Market: Market Penetration, North America, 2020 2028~ Total UCaaS Market: Installed Seat Forecast by Country, 2020 2028~ Total UCaaS Market: Percent Installed Users by Customer Size, North America, 2021~ Total UCaaS Market: Percent Installed Users with Desktop and Browser based Soft Clients, North America, 2021~ Total UCaaS Market: Percent Installed Users with Mobile Access to UCaaS via Mobile Soft Clients, Browsers and Native Mobile Dialers, North America, 2021~ Total UCaaS Market: Percent Installed Users Deployed Over the Top Versus Over Managed Bandwidth, North America, 2021~ Total UCaaS Market: Average Price Forecast, North America, 2020 2028~ Monthly Average Price Per User Paying, North America, 2021~ Monthly Average Price Per User Willing to Pay, North America, 2021~ Preference to Purchase Cloud PBX/UCaaS, North America, 2021~ Preference to Purchase Calling Plans for Cloud PBX/UCaaS, North America, 2021~ Total UCaaS Market: Competitive Environment, North America, 2021~ Importance of Enterprise Telephony/PBX Features, North America, 2021~ Importance of Cloud Communications Provider Capabilities, North America, 2021~ Importance of Fully Integrated UCaaS Solution That Also Includes Messaging and Meetings, North America, 2021~ Importance of Purchasing Tangential Capabilities from the Same Provider, North America, 2021~ Total UCaaS Market: Percent Share of Installed Seats/Users, North America, 2021~ Total UCaaS Market: Percent Share of UCaaS Revenue, North America, 2021~ Total UCaaS Market: Percent Installed Users by Platform Vendor, North America, 2021~ Important Aspects in Cloud PBX/UCaaS Provider Selection, North America, 2021~ Intent to Switch Cloud PBX/UCaaS Provider, North America, 2021~ Reasons to Replace Cloud PBX/UCaaS Provider, North America, 2021~ |
| Podcast | No |
| WIP Number | K745-01-00-00-00 |
Analysis of the North American UCaaS Market, Forecast to 2028
$4,950.00
Special Price $3,712.50 save 25 %