The CALA UCaaS market exhibited strong performance in 2019, with double-digits growth in terms of users and high single-digit growth in terms of revenue. Future growth is expected and forecast in the double-digit rates zone, driven by a growing number of offerings in the market, an increasing acceptance of the cloud as a proven modality for technology consumption, and a greater knowledge in the market about UCaaS solutions (both by the customers and the SPs). Price compression continues to be a reality of this market. As technology becomes more cost-effective, more UCaaS offerings are released at lower price-points, which increases the competitive pressure in the market and leads most providers to review their prices and bundling. As a beneficial effect of this dynamic, lower prices leads to higher adoption rates and a democratization of the service. Significant growth is expected in several market segments, including mid-size companies, banks, insurance and financial services; retail and consumer goods; professional services firms; industry; government; healthcare; education; travel and hospitality; and other smaller industry verticals. There is an increasing acceptance of video-based meetings in the enterprise communications market in CALA which is leading to the adoption of more advance UCaaS licenses or packages among users, as most SPs include meetings in their advance or premium license. The majority of technology providers have incorporated such technology into their UCaaS portfolio and are enhancing video-based meetings (e.g. Avaya Spaces, Cisco Webex Teams, Metaswitch Accession Communicator, Microsoft Teams, Unify Circuit). Market challenges: • Rapid changes in strategy in the technology vendors landscape cause hesitation among SPs and potential UCaaS users. • Price-based competition from open-source-based and free collaboration services pushes prices down and reduces the ARPU. • Companies with still-functioning enterprise telephony platforms are reluctant to replace them and move to a full-fledge UCaaS solution, but look to add cloud-based UC capabilities though hybrid implementations. • Some large enterprises with elevated customization and integration requirements are likely to continue to choose premises-based solutions and dedicated, private-cloud services. Major growth opportunities in this market include, but are not limited to: • Increasing adoption of video-based meetings • Competitive Differentiation • Mobile-first approach • SD-WAN to empower UCaaS • Contact Center as a Service This study provides a detailed assessment of the cloud IP telephony and UC&C services Market in Latin America, providing segmentations for several variables such as geography, customer size, type of license, industry vertical, technology platform, architecture type, IP phone as a service, type of access and market share. The base year of this study is 2019. Revenue and users are forecasted until 2026. Author: Sebastian Menutti