雲端會議與團隊合作市場：2029 年預測

人工智慧成為成熟市場復甦的催化劑

在經歷了2023年的放緩之後，雲端會議和團隊合作市場預計將在2024年恢復溫和成長。預計2024年收益將達到153.9億美元，與前一年同期比較增5.1%。預計2029年將達216.2億美元，五年年複合成長率（CAGR）為7.0%。

會議和通訊仍然是通訊平台的基本要素，並在整個預測期內代表著巨大的商機。關鍵的成長載體包括人工智慧驅動的功能、更高的可用性、增強的參與度以及先進的分析技術。人工智慧和自動化的強勢崛起正在重塑會議和通訊的價值，改變用戶與這些工具的互動方式，同時也為技術提供者開闢了新的商機。

視訊和聊天正在從獨立產品轉變為端到端統一通訊 (UC) 堆疊的組成部分。它們正從傳統的通訊工具演變為綜合平台，工作生活、會議和通訊應用程式正在轉變為持久的協作環境，將對話、數據、第三方系統和人工智慧 (AI) 整合在一起，幫助團隊做出明智的決策，提高工作效率。

客戶和市場參與企業（包括技術供應商、服務提供者、通路合作夥伴、經銷商以及 IT 和通訊業決策者）將發現，利用本研究的結果來制定永續成長策略很有價值，可以充分利用各種規模的組織中日益成長的會議聊天採用浪潮。

作者：克里斯·彭內爾、魯帕姆·賈恩

分析範圍

本研究涵蓋雲端基礎的會議和團隊合作（也稱為通訊或團隊聊天）市場。由於會議應用和團隊合作應用的整合，本研究將兩種技術合併為一個細分市場。

本報告中的收益包括以下銷售額：

• 為使用桌上型電腦和行動裝置的個人提供的獨立雲端會議服務。
• 最佳化的雲端會議室服務可增強實體會議室和共用空間的體驗。
• 整合會議/團隊合作服務，在統一平台上提供會議和團隊聊天功能。
• 雲端會議提供者提供的網路研討會服務。
• 會議和團隊合作是 UCaaS 解決方案的一部分。由於 UCaaS 授權包含多個工作負載，本報告將會議和團隊聊天收益佔 UCaaS 總收益的百分比進行顯示。
• 收益數字代表原始服務供應商提供的雲端會議和團隊合作許可證的銷售額，不包括第三方解決方案的銷售額或經銷商的銷售額。
• 以下解決方案不在本報告範圍內：
• 本地、單一租戶、專用私有雲端服務
• 獨立的 PSTN 和 VOIP 音訊會議服務
• 消費性視訊會議/通訊服務（例如 WhatsApp、微信、DingTalk）
• 本報告的調查方法和資料來源包括：
• 採訪供應商和通路夥伴
• Frost & Sullivan 客戶調查與訪談
• 二手資料分析（年度報告、第三方調查等）

三大策略挑戰對雲端會議與團隊合作市場的影響

轉型大趨勢

• 原因
• 從混合工作模式的興起到人工智慧能力的爆炸性成長，影響雲端會議和團隊合作市場的結構性變化步伐正在加快。
• 最近的重大變化加速了技術融合，供應商重新定位其產品組合以適應不同的用例和成長。
• 人工智慧 (AI) 正在催化智慧安全會議和聊天體驗的下一波顛覆性創新。
• 弗羅斯特的觀點
• 近年來，線上會議和團隊聊天解決方案已經證明了其價值，並且已成為現代業務的必需品。
• 領先的供應商正在滿足市場對將獨立會議和聊天應用程式技術整合到整合通訊即服務(UcaS) 端到端平台的需求。
• 供應商必須提供完整的協作組合，以增強其核心競爭力並實現成長。

競爭日益激烈

• 原因
• 會議和通訊市場競爭激烈，有幾家大型、成熟的供應商和一大批規模較小的區域性供應商。
• 日益激烈的競爭迫使供應商透過易於複製的創新功能和定價來實現差異化。
• 市場成熟度對所有供應商的營收成長帶來壓力。
• 弗羅斯特的觀點
• 客戶滿意度至關重要。供應商必須優先考慮客戶需求，提供卓越的支持，並建立牢固的客戶關係。
• 提供者必須解決新的協作工作流程並轉變方法以加速從技術到成果的轉換。
• 許多供應商已經建立了策略聯盟，以與第三方應用程式和服務進行整合，從而為他們帶來顯著的競爭優勢。

顛覆性技術

• 原因
• 透過在單一平台上支援多種通訊模式（會議、通訊、通話、網路研討會等），創造更大的客戶價值。這種融合消除了資訊孤島，並提升了效能、管理、可用性和安全性。
• 作為一項整體技術，人工智慧正在推動會議和團隊合作軟體的許多創新，使其更加自動化、高效和引人入勝。
• 弗羅斯特的觀點
• 許多人工智慧功能（例如說話者追蹤/框架、音訊和影像清晰度、說話者歸屬、轉錄、翻譯、會議摘要和見解）已經很常見。
• 市場正處於人工智慧提供更個人化、更具影響力的商業價值的風口浪尖。
• 有關人工智慧的風險（例如安全性和合規性）和回報（例如效率和成本節約）的教育正在進行中。

競爭格局

• 商務會議和聊天平台市場非常成熟，競爭激烈。該市場正在經歷大規模整合，預計未來還將持續。這導致平台之間缺乏積極的定價策略和功能差異化。
• BlueJeans、Amazon Chime 和 Workplace by Meta 等知名公司已退出市場。市場整合是由於競爭加劇以及前三大巨頭（Microsoft Teams、Zoom 和 Google Meet）的主導地位。
• 排名前五的供應商（微軟、Zoom、Google、思科、Slack）將在 2024 年佔據 81.4% 的收益佔有率，此外還有大量規模較小的供應商，其中許多僅在區域開展業務。
• Microsoft Teams 是領先的會議和聊天平台，其次是 Zoom 和 Google Meet。這些大型供應商擁有強大的市場影響力，在定價、功能集和行業標準方面都具有影響力。
• 產品差異化正逐漸消失。能夠有效解決客戶痛點，並優先提供易於使用、全面、擴充性且易於管理的解決方案的供應商正在贏得勝利。展望未來，人工智慧平台將成為市場的關鍵成長點和關鍵差異化因素。供應商必須協助客戶駕馭新的活動工作流程，並擁抱從技術到成果的快速轉變。
• 領先的 UC 平台提供全面的功能，整合了雲端呼叫、會議、通訊、會議室視訊、網路研討會、活動和客服中心。這種整體方法有助於簡化工作流程並提高生產力，在遠端和混合工作環境中至關重要。與 Microsoft 和 Zoom 等供應商提供的一體化解決方案相比，獨立供應商面臨著被視為冗餘或過於小眾的挑戰。

競爭格局

• 隨著企業客戶尋求整合工具以簡化供應商管理、降低成本並提升使用者體驗，那些無法發展成為更廣泛平台的供應商可能會變得無關緊要。整合的趨勢通常有利於擁有成熟生態系統並能夠提供無縫過渡的供應商，而規模較小或專業化的公司則處於劣勢。
• 企業優先考慮能夠提供出色使用者體驗和可靠性能的平台。服務可靠性問題或功能受限可能會導致使用者採用率低。
• 在經濟持續不確定和不可預測的時期，企業正在尋找能夠提供最大價值的經濟高效的解決方案，而客戶則青睞能夠提供可擴展定價模式和強大功能的平台。

主要競爭對手

• ADOBE
• AMAZON CHIME*
• AVAYA
• CISCO
• DIALPAD
• ENGHOUSE SYSTEMS
• GOOGLE
• GOTO
• MICROSOFT
• PEXIP
• PGI
• RINGCENTRAL
• ROAM
• SYNERGY SKY
• TRUECONF
• ZOHO
• ZOOM
• BITRIX24
• CHANTY
• CISCO
• FLOCK
• GLOBAL RELAY
• GOOGLE
• MATTERMOST
• MICROSOFT
• RINGCENTRAL
• ROCKET.CHAT
• RYVER
• SLACK
• SYMPHONY COMMUNICATIONS
• META**
• ZOHO
• ZOOM

成長動力

• 人工智慧功能和服務使提供者能夠顯著提高客戶價值、推動採用並透過提高 ARPU 來推動收益成長。
• 混合工作模式的興起以及對能夠實現跨地點無縫協作的工具的需求使得會議和團隊聊天變得至關重要。
• 與其他業務應用程式（CRM、ERP 等）無縫整合的能力創建了一個強大的第三方整合生態系統，以擴展其功能並增加其對客戶的價值提案。
• 人們越來越重視整合多種功能並降低不同工具相關成本的解決方案。
• 客製化和高度客製化的會議和活動為提供者發展其託管服務創造了新的機會。
• 結合行動 UCaaS、穿戴式裝置、物聯網、CPaaS 和 API 的進步，滿足第一線工人和行業特定工作流程的潛力已將潛在市場從知識工作者擴展到全球 15 億一線工人。

成長抑制因素

• 在高度成熟且競爭激烈的市場中，供應商正在努力維持收益成長、盈利和客戶忠誠度，從而帶來定價和收益成長的壓力。
• 許多協作工具各自為政。協作平台之間缺乏互通性，為使用多種解決方案的組織帶來了障礙，導致生產力下降和培訓成本增加。
• 客戶對隱私、安全、管治和合規性的擔憂，以及缺乏關於真正業務影響的證明點，對人工智慧的快速應用提出了挑戰。
• 隨著資料保護和隱私法規的審查日益嚴格，企業對所採用的協作工具變得更加謹慎。
• 景氣衰退削減了 IT 預算，導致公司推遲或縮減對新協作技術的投資。
• 協作工具的有效性取決於其使用者。如果沒有充分的培訓，協作工具可能無法充分利用，預期的生產力效益也會打折扣。

目錄

戰略問題

• 為何成長變得越來越困難？
• The Strategic Imperative 8（TM）
• 三大策略挑戰對雲端會議與團隊合作市場的影響

生態系統

• 分析範圍
• 定義

市場概覽

• 市場概覽
• 競爭格局
• 主要競爭對手

UC 和 AI 決策者調查的主要發現：混合工作趨勢和投資重點

• 混合工作趨勢
• 雖然高階主管仍然具有影響力，但業務線領導者的影響力正在增強
• 推動各種規模的公司引進新技術解決方案
• 企業 AI 的採用已超越概念驗證階段
• 提高業務效率是人工智慧投資的關鍵驅動力
• 數據問題和評估投資報酬率的能力是挑戰
• 跨業務職能實施人工智慧
• 通訊和協作解決方案投資的關鍵促進因素
• 強烈偏好在單一平台上使用單一堆堆疊進行通話、聊天和會議
• 技術整合的現狀
• 未來技術整合計劃

成長機會分析

• 成長指標
• 成長動力
• 成長抑制因素
• 收益和安裝許可證預測：雲端會議和團隊合作
• 收益和許可證預測分析
• 區域收益分析
• 價格趨勢
• 競爭環境

成長機會領域

• 成長機會1：人工智慧機會

附錄與後續步驟

• 成長機會的益處和影響
• 後續步驟Next steps
• 附件列表
• 免責聲明

AI Emerges as the Catalyst for Renewed Growth in a Mature Market

After experiencing a slowdown in 2023, the cloud meetings and team collaboration market returned to moderate growth in 2024. Revenue in 2024 reached $15.39 billion, growing at 5.1 percent YoY. The market is forecasted to reach $21.62 billion by 2029 at a 5-year compound annual growth rate (CAGR) of 7.0 percent.

Meetings and messaging remain foundational elements of communication platforms and represent a robust opportunity throughout the forecast period. Key growth vectors include AI-powered features, enhanced ease of use, greater engagement, and advanced analytics. The strong emergence of AI and automation is creating seismic shifts in the value of meetings and messaging, changing how users interact with these tools while creating new revenue opportunities for technology providers.

Video and chat have morphed from stand-alone products to integral components of an end-to-end UC stack. Evolving from traditional communication tools into a comprehensive platform where work itself lives, meeting and messaging apps have transformed into persistent collaboration environments that integrate conversations, data, third-party systems, and AI, enabling teams to make informed decisions and work more effectively.

Customer organizations and market participants, including technology vendors, service providers, channel partners, resellers, and IT/telecom decision-makers, among others, will find value in leveraging the findings of this study to develop sustainable growth strategies that tap into the growing wave of meetings and chat adoption across organizations of all sizes.

Authors: Chris Pennell and Roopam Jain

Scope of Analysis

This research covers the market for cloud-based meetings and team collaboration (also referred to as messaging or team chat). Due to the convergence of meeting and team collaboration apps, this research combines the two technologies into a single segment.

Revenue in this report includes sales of:

• Stand-alone cloud meeting services for individual use over desktop and mobile devices.
• Cloud meeting room services that are optimized to enhance the experience in physical meeting rooms and shared spaces.
• Integrated meetings/team collaboration services, which offer meeting and team chat capabilities over a unified platform.
• Webinar services when offered by cloud meeting providers.
• Meetings and team collaboration that are a part of UCaaS solutions. Because UCaaS licenses include multiple workloads, this report attributes a percentage of the total revenue from UCaaS to meetings and team chat.
• Revenue figures represent sales of cloud meetings and team collaboration licenses offered by the original service providers and do not include sales of third-party solutions or reseller sales.
• The following solutions are excluded from this report:
• On-premises, single-tenant, or dedicated private cloud services
• Stand-alone PSTN and VOIP audio conferencing services
• Consumer-grade video meeting/messaging services (e.g. WhatsApp, WeChat, DingTalk)
• The methodology for this report involves triangulation of data sources across:
• Interviews with vendors and channel partners
• Frost & Sullivan customer surveys and interviews
• Analysis of secondary data (annual reports, third-party research, etc.)

The Impact of the Top 3 Strategic Imperatives on the Cloud Meeting and Team Collaboration Market

Transformative Megatrends

• WHY:
• The pace of structural changes impacting the cloud meetings and team collaboration market-from the rise in hybrid work to an explosion in AI capabilities-is accelerating.
• Significant shifts in recent years have expedited technology convergence, with providers repositioning their portfolios for diverse use cases and growth.
• Artificial intelligence (AI) is catalyzing the next wave of disruptive innovation in intelligent, secure meeting and chat experiences.
• FROST PERSPECTIVE:
• Online meetings and team chat solutions proved their worth in recent years and are now table stakes for modern work.
• Leading providers have aligned with the market demand for technology consolidation of standalone meeting and chat apps into an integral end-to-end platform for unified communications-as-a-service (UcaS).
• Providers must strengthen core competencies and deliver a complete collaboration portfolio to enable growth.

Competitive Intensity

• WHY:
• The meetings and messaging market is crowded and populated by several large, established vendors and a long tail of smaller regional providers.
• Increased competition forces vendors to differentiate through innovative features and pricing but these features are easily replicated.
• Growing market maturity is putting pressure on top-line growth for all providers.
• FROST PERSPECTIVE:
• Customer satisfaction is paramount. Vendors must prioritize customer needs, provide excellent support, and build strong customer relationships.
• Providers must help address new collaboration workflows and an accelerated methodological shift from technology to "outcomes."
• Many vendors have formed strategic alliances for integrations with third-party apps and services, which significantly increases their competitive edge.

Disruptive Technologies

• WHY:
• A single platform for multiple communication modalities-meetings, messaging, calling, webinars-is providing greater customer value. This convergence breaks down silos and enhances performance, management, usability, and security.
• As the overarching technology, AI is driving much of the innovation in meetings and team collaboration software, making them more automated, efficient, and engaging.
• FROST PERSPECTIVE:
• Many AI capabilities (e.g., speaker tracking/framing, enhanced audio and video clarity, speaker attribution, transcription, translation, meeting summaries, and insights) are already table stakes.
• The market is on the cusp of delivering greater personalization and more impactful business value enabled by AI.
• Education about the risks (e.g., security and compliance) and rewards (e.g., efficiencies and cost savings) of AI is a work in progress.

Competitive Landscape

• The market for business meetings and chat platforms is highly mature and competitive. There has been significant market consolidation, with more on the way. This has led to aggressive pricing strategies and a lack of feature differentiation across platforms.
• Notable players like BlueJeans, Amazon Chime, and Workplace by Meta have exited the market. The market consolidation is a result of increased competition and dominance of the top three platforms - Microsoft Teams, Zoom, and Google Meet.
• The top five providers-Microsoft, Zoom, Google, Cisco, and Slack-held 81.4% revenue market share in 2024 with a long tail of smaller providers, many of whom have regional presence only.
• Microsoft Teams is the leading platform for meetings and chat, followed by Zoom and Google Meet. These leading vendors have greater market power, influencing pricing, feature sets, and industry standards for the rest of the industry.
• Product differentiators are diminishing. Vendors that effectively address customer pain points and prioritize easy-to-use, comprehensive, scalable, and manageable solutions are winning. Going forward, AI platforms are emerging as key growth vectors and significant differentiators in the market. Vendors must assist customers in navigating new event workflows and embracing a rapid shift from technology to outcomes.
• Leading UC platforms offer comprehensive capabilities that integrate cloud calling, meetings, messaging, room video, webinars, events, and contact centers. This holistic approach helps streamline workflows and improve productivity, which is crucial for remote and hybrid work environments. Stand-alone vendors face the challenge of being perceived as redundant or overly niche when compared to all-in-one solutions from providers like Microsoft and Zoom.

Competitive Landscape

• Customer organizations are looking to simplify vendor management, reduce costs, and improve user experiences by consolidating tools, which means vendors that cannot evolve into broader platforms may lose relevance. The shift toward consolidation often favors vendors with established ecosystems and the ability to offer seamless transitions, putting smaller or specialized players at a disadvantage.
• Companies are prioritizing platforms that offer superior user experiences and reliable performance. Issues with service reliability or limited features can lead to a decline in user adoption.
• As the economic landscape remains volatile and unpredictable, businesses are looking for cost-effective solutions that provide maximum value. Platforms that offer scalable pricing models and robust features are gaining customer preference.

Key Competitors

• ADOBE
• AMAZON CHIME*
• AVAYA
• CISCO
• DIALPAD
• ENGHOUSE SYSTEMS
• GOOGLE
• GOTO
• MICROSOFT
• PEXIP
• PGI
• RINGCENTRAL
• ROAM
• SYNERGY SKY
• TRUECONF
• ZOHO
• ZOOM
• BITRIX24
• CHANTY
• CISCO
• FLOCK
• GLOBAL RELAY
• GOOGLE
• MATTERMOST
• MICROSOFT
• RINGCENTRAL
• ROCKET.CHAT
• RYVER
• SLACK
• SYMPHONY COMMUNICATIONS
• META**
• ZOHO
• ZOOM

Growth Drivers

• AI-powered features and services enable providers to significantly enhance customer value to drive increased adoption, while boosting revenue growth from higher ARPU.
• The prevalence of hybrid work and the need for tools that enable seamless collaboration across locations have made meetings and team chat essential.
• The ability to seamlessly integrate with other business applications (CRM, ERP, etc.) is creating a robust ecosystem of third-party integrations, expanding functionality, and increasing the value proposition for customers.
• Organizations increasingly value solutions that consolidate multiple functions, reducing costs associated with disparate tools.
• Bespoke or highly customized meetings and events create new opportunities for providers to grow managed services.
• The potential to address frontline workers and vertical-specific workflows, combined with advancements in mobile UCaaS, wearables, IoT, CPaas, and APIs, is expanding the addressable market beyond knowledge workers to 1.5 billion frontline workers globally.

Growth Restraints

• In a highly mature and competitive market, providers struggle to maintain revenue growth, profitability, and customer loyalty, leading to pressure on pricing and revenue growth.
• Many collaboration tools operate in silos. Lack of interoperability across collaboration platforms create barriers for organizations that use multiple solutions, resulting in decreased productivity and increased training costs.
• Customer concerns about privacy, security, governance, and compliance coupled with lack of proof points on the true business impact challenge more rapid adoption of AI.
• With increasing scrutiny of data protection and privacy regulations, organizations are becoming more cautious about the collaboration tools they adopt.
• Economic downturns can lead to reduced IT budgets, causing organizations to delay or scale back investments in new collaboration technologies.
• The effectiveness of collaboration tools depends on user proficiency. Insufficient training can lead to underutilization, reducing the anticipated productivity benefits.

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on the Cloud Meeting and Team Collaboration Market

Ecosystem

• Scope of Analysis
• Definitions

Market Overview

• Market Overview
• Competitive Landscape
• Key Competitors

Key Findings from UC and AI Decision Maker Surveys: Hybrid Work Trends and Investment Priorities

• Hybrid Work Movement
• C-suite Influence Remains High While the Influence of Line-of-Business Heads is Growing
• Roles Driving the Adoption of New Technology Solutions by Company Size
• Enterprise AI Deployments Move Beyond Proof-of-Concept Stage
• Improving Operational Efficiency is a Key Driver for AI Investments
• Data Concerns and Ability to Assess ROI are Key Challenges
• AI Deployments Across Business Functions
• Primary Drivers for Investments in Communications and Collaboration Solutions
• Customers Show a Strong Preference for a Single Stack-Phone, Chat, and Meetings on a Unified Platform
• Current State of Technology Consolidation
• Future Plans for Technology Consolidation

Growth Opportunity Analysis

• Growth Metrics
• Growth Drivers
• Growth Restraints
• Revenue and Installed License Forecast, Cloud Meetings and Team Collaboration
• Revenue and License Forecast Analysis
• Revenue Analysis by Region
• Pricing Trends
• Competitive Environment

Growth Opportunity Universe

• Growth Opportunity 1: The AI opportunity

Appendix & Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer