TECH SUPPLIER Jan 2022 - Market Forecast - Doc # EUR147162821

European Unified-Communications-as-a-Service Forecast, 2021-2025


Oru Mohiuddin
Graham Fruin
Table of Contents

IDC Market Forecast Figure

Figure: European UCaaS Spending Snapshot

Executive Summary

Advice for Technology Suppliers

Improve Customer Support

Figure: Key Factors That Influence Organizations' Selection of Cloud Communication Platform Vendors

Provide Rich Telephony Features

Ensure Reliability of Service

Expand Regional Coverage

Make Security a Key Priority

Leverage Local Providers' Reach with BYOC

Consider Contact Center as Part of the Solution

Build Stronger Partnerships Within the Ecosystem

Support Migration to Cloud

Market Forecast

Table: European UCaaS Revenue and Growth by Component, 2020–2025 ($M)

Table: European UCaaS Revenue and Growth by Main Geography, 2020–2025 ($M)

Market Context

Drivers and Inhibitors


The Constant Need to Connect

Healthy Competition Breeds Innovation


Business Hesitancy to Move to Cloud

Security Concerns Halt Progression

Significant Market Developments

Figure: Top Barriers to UCaaS Migration

Top UCaaS Players Innovating to Enhance User Experience

Figure: Top UCaaS Benefits

Vendors Allowing BYOC

Vendors Bundling Contact Centers and UCaaS

Downward Pressure on Pricing

Expansion Across Europe

Changes from Prior Forecast

Figure: Unified Communications and Collaboration Taxonomy

Market Definition

Managed/Hosted Voice (UCaaS)

Hosted Voice/Public Cloud (UCaaS)

Managed Voice/Private Cloud (UCaaS)


Related Research


Related Links