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市場調查報告書
商品編碼
1798069
全球 UCaaS(統一通訊即服務)市場:預測至 2032 年 - 按服務類型、部署方法、通訊類型、架構、公司規模、應用和地區進行分析Unified Communications As A Service Ucaas Market Forecasts to 2032 - Global Analysis By Service Type, Deployment Model, Communication Type, Architecture, Enterprise Size, Application, and By Geography |
根據 Stratistics MRC 的預測,全球 UCaaS(統一通訊即服務)市場規模預計在 2025 年達到 680 億美元,到 2032 年將達到 2,190 億美元,預測期內的複合年成長率為 18.2%。 UCaaS(統一通訊即服務)是一種雲端基礎的統一通訊和協作工具交付模式。它將語音、視訊、通訊、會議和狀態管理整合到一個可透過網路存取的單一平台中。 UCaaS 透過第三方供應商託管服務,因此無需本地硬體。使用者可以從多種裝置存取通訊工具,確保行動性和靈活性。 UCaaS 在統一的系統下支援組織內部通訊和外部客戶互動。
根據政府最近的舉措,中國將在2025年前增加500億美元的雲端基礎設施投資,並將其數位連接數翻倍。
對經濟高效的通訊的需求不斷增加
越來越多的企業正在採用 UCaaS 解決方案,以降低與傳統通訊和本地基礎設施相關的營運成本。雲端基礎的通訊工具具有擴充性、靈活性和較低的前期投資,是尋求經濟實惠方案的企業的理想之選。向遠端和混合工作模式的轉變進一步加速了這一需求,企業優先考慮跨地域的無縫協作,而無需承擔高昂的維護和硬體成本。
依賴穩定的網際網路連接
UCaaS 平台高度依賴穩定、高速的網路連線。在基礎設施薄弱或頻繁斷電的地區,服務中斷可能會影響通訊和生產力。這種依賴為 UCaaS 的普及帶來了挑戰,尤其是在農村和發展中地區。企業必須投資強大的網路解決方案來確保可靠性,這可能會抵消成本效益,並限制 UCaaS 在某些市場的普及。
中小企業擴張
越來越多的中小型企業 (SMB) 開始採用 UCaaS 來簡化溝通流程並提升客戶參與。由於 IT 預算有限,中小企業受益於雲端基礎服務的經濟性和擴充性。隨著數位轉型成為當務之急,UCaaS 為中小企業提供了企業級工具,而無需承擔傳統系統的複雜性。這種日益成長的採用為提供者提供了一個重要的機會,可以根據中小企業的獨特需求量身定做解決方案。
UCaaS 提供者之間的激烈競爭
UCaaS 市場競爭激烈,許多供應商提供類似的功能和定價模式。這種飽和導致價格戰、淨利率和客戶維繫挑戰。供應商必須透過先進的整合能力、人工智慧功能和卓越的客戶支援不斷創新和差異化。如果無法脫穎而出,就有可能失去市場佔有率,尤其是在新參與企業以激進策略顛覆現有格局的情況下。
隨著企業轉向遠距辦公,新冠疫情顯著加速了統一通訊即服務 (UCaaS) 的採用。對虛擬協作工具、視訊會議和雲端基礎通訊平台的需求激增。 UCaaS 在疫情封鎖期間實現了業務的連續性和靈活性,成為企業韌性的關鍵要素。疫情過後,混合辦公模式將繼續推動 UCaaS 的採用,並將 UCaaS 牢牢定位為長期策略投資。這場危機凸顯了對敏捷且可擴展的通訊基礎設施的需求,推動了各行業的市場成長。
預計 VoIP 市場在預測期內將佔據最大佔有率
由於成本效益高且易於整合,VoIP 預計將在預測期內佔據最大市場佔有率。企業青睞 VoIP,因為它支援遠端通訊,降低通訊成本,並提供呼叫傳輸和語音郵件等高級功能。它與各種設備和平台相容,使其成為多功能的選擇,尤其適用於從舊有系統遷移到雲端基礎的企業。
預計公共雲端領域在預測期內將以最高複合年成長率成長
由於公共雲端市場價格實惠、擴充性且易於部署,預計在預測期內將實現最高成長率。越來越多的企業選擇公共雲端UCaaS 解決方案,以減少基礎設施管理的麻煩,並享受快速更新和全球存取的優勢。隨著企業尋求靈活、安全且經濟高效的通訊平台,遠距辦公和數位轉型計畫的興起進一步推動了這一成長。
預計在預測期內,亞太地區將佔據 UCaaS 市場的最大佔有率,這得益於快速的數位化轉型、不斷擴展的IT基礎設施以及新興經濟體日益成長的雲端技術採用。中國、印度和日本等國家的企業對可擴展通訊解決方案的需求日益成長,以支持混合型勞動力。政府支持數位轉型的政策,加上高速網路的普及,進一步推動了 UCaaS 的採用。全球 UCaaS 供應商在該地區日益成長的影響力也推動了市場的成長。
預計北美地區在預測期內將實現最高的複合年成長率,這得益於其先進的技術基礎設施、雲端基礎的廣泛採用以及對生產力工具的重視。美國和加拿大的企業正在快速整合統一通訊即服務 (UCaaS) 平台,以簡化分散式團隊之間的協作。該地區還受益於人工智慧通訊功能的早期採用以及主要供應商之間的激烈競爭。此外,對整合遠距工作解決方案的需求不斷成長,也推動了 UCaaS 的成長。
According to Stratistics MRC, the Global Unified Communications As A Service Ucaas Market is accounted for $68 billion in 2025 and is expected to reach $219 billion by 2032 growing at a CAGR of 18.2% during the forecast period. Unified Communications as a Service (UCaaS) is a cloud-based delivery model for integrated communication and collaboration tools. It combines voice, video, messaging, conferencing, and presence management into a single platform accessible via the internet. UCaaS eliminates the need for on-premises hardware by hosting services through third-party providers. Users can access communication tools from multiple devices, ensuring mobility and flexibility. It supports both internal organizational communication and external client interaction under one unified system.
According to recent government developments, China is set to double down on digital connectivity with an expansion of cloud infrastructure investments of USD 50 billion by 2025.
Growing demand for cost-efficient communication
Organizations are increasingly adopting UCaaS solutions to reduce operational costs associated with traditional telephony and on-premise infrastructure. Cloud-based communication tools offer scalability, flexibility, and lower upfront investment, making them ideal for businesses seeking budget-friendly alternatives. The shift to remote and hybrid work models has further accelerated this demand, as companies prioritize seamless collaboration across geographies without incurring high maintenance or hardware expenses.
Dependence on stable internet connections
UCaaS platforms rely heavily on consistent and high-speed internet connectivity. In regions with poor infrastructure or frequent outages, service disruptions can hinder communication and productivity. This dependence poses a challenge for widespread adoption, especially in rural or developing areas. Businesses must invest in robust network solutions to ensure reliability, which can offset the cost benefits and limit UCaaS deployment in certain markets.
Expansion in small and medium enterprises
SMEs are increasingly embracing UCaaS to streamline communication and enhance customer engagement. With limited IT budgets, these businesses benefit from the affordability and scalability of cloud-based services. As digital transformation becomes a priority, UCaaS offers SMEs access to enterprise-grade tools without the complexity of traditional systems. This growing adoption presents a significant opportunity for providers to tailor solutions to the unique needs of smaller organizations.
Intense competition among UCaaS providers
The UCaaS market is highly competitive, with numerous players offering similar features and pricing models. This saturation leads to price wars, reduced margins, and challenges in customer retention. Providers must continuously innovate and differentiate through advanced integrations, AI-driven features, and superior customer support. Failure to stand out may result in loss of market share, especially as new entrants disrupt the landscape with aggressive strategies.
The COVID-19 pandemic significantly accelerated UCaaS adoption as businesses shifted to remote work. Demand surged for virtual collaboration tools, video conferencing, and cloud-based communication platforms. UCaaS enabled continuity and flexibility during lockdowns, becoming a critical component of business resilience. Post-pandemic, hybrid work models continue to drive usage, solidifying UCaaS as a long-term strategic investment. The crisis highlighted the need for agile, scalable communication infrastructure, boosting market growth across sectors.
The VoIP segment is expected to be the largest during the forecast period
The VoIP segment is expected to account for the largest market share during the forecast period due to its cost-effectiveness and ease of integration. Businesses prefer VoIP for its ability to support remote communication, reduce telephony expenses, and offer advanced features like call forwarding and voicemail-to-email. Its compatibility with various devices and platforms makes it a versatile choice, especially for enterprises transitioning from legacy systems to cloud-based communication.
The public cloud segment is expected to have the highest CAGR during the forecast period
Over the forecast period, the public cloud segment is predicted to witness the highest growth rate, driven by its affordability, scalability, and ease of deployment. Organizations are increasingly choosing public cloud UCaaS solutions to avoid infrastructure management and benefit from rapid updates and global accessibility. The rise of remote work and digital transformation initiatives further fuels this growth, as businesses seek flexible, secure, and cost-efficient communication platforms.
During the forecast period, the Asia Pacific region is projected to hold the largest UCaaS market share, fuelled by rapid digitalization initiatives, expanding IT infrastructure, and growing cloud adoption across emerging economies. Countries like China, India, and Japan are witnessing strong enterprise demand for scalable communication solutions to support hybrid workforces. Government policies supporting digital transformation, combined with increasing penetration of high-speed internet, further enhance adoption. The expanding presence of global UCaaS providers in the region also strengthens market growth.
Over the forecast period, North America is expected to record the highest CAGR, driven by advanced technological infrastructure, high adoption rates of cloud-based communication, and a strong emphasis on productivity tools. Enterprises in the U.S. and Canada are rapidly integrating UCaaS platforms to streamline collaboration across distributed teams. The region also benefits from early adoption of AI-powered communication features and strong competition among key providers. Moreover, increasing demand for unified remote work solutions continues to fuel accelerated UCaaS growth.
Key players in the market
Some of the key players in Unified Communications As A Service Ucaas Market include Microsoft Corporation, Cisco Systems, Inc., Avaya Inc., RingCentral, Inc., Mitel Networks Corporation, 8x8, Inc., Alcatel-Lucent Enterprise (ALE), Fuze, Inc., Zoom Video Communications, Inc., Vonage Holdings Corp., Twilio Inc., Unify (Atos SE), BroadSoft (acquired by Cisco), IBM Corporation, Google LLC, and AT&T Inc.
In August 2025, RingCentral, Inc. and NiCE extended their partnership to accelerate AI-driven customer and employee experiences. Building on a decade of collaboration, the renewed partnership strengthens integrated AI-powered UCaaS and CCaaS solutions to transform customer interactions.
In July 2025, Vonage Holdings Corp. partnered with AWS to unveil AI Voice Agent Integration for real-time, natural-sounding voice agents. This integration allows businesses to deploy advanced AI capabilities within UCaaS environments and will be showcased at AWS Summit New York City.
In June 2025, RingCentral, Inc. launched Customer Journey Analytics for unifying UCaaS and CCaaS data with AI. It connects the entire customer journey to provide added insights for contact center leaders and enhance business outcomes.
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.