Hybrid work increases interest in UCaaS, Microsoft Teams®
of organizations say remote work has increased interest in UCaaS/CCaaS
97%
Easier to manage
Easier to integrate
Easier to address issues
Cost savings
UCaaS & CCaaS investment drivers
Critical elements for UCaaS & CCaaS success
The importance of technology integration has increased over time. According to the 2020 study, the top criteria for successful deployments were data security and network reliability. In the 2022 study, integration has broken into the top tier with near-equal significance.
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2022 UCaas & CCaaS market trends snapshot
of organizations have implemented UCaaS/CCaaS
47%
of organizations report increased use of Microsoft Teams
75%
Companies can’t afford a collaboration failure
9 out of 10 IT leaders say UCaaS/CCaaS downtime would be highly concerning or detrimental to their business — that’s up from 8 out of 10 in 2020.
Increasing IT flexibility/agility
Increasing productivity/collaboration
Modernizing tools
Reducing costs
Reducing complexity
41%
27%
17%
8%
7%
Security
91%
Network reliability
90%
Integration
89%
Challenges with UCaaS & CCaaS
Data security
Technology integration
Global service consistency
Migration Plan
62%
57%
56%
56%
Integration is a persistent problem. While security and service consistency have become less challenging over time, respondents find it equally as difficult to meet the integration challenge today as they did in 2020.
of IT leaders prioritize using Microsoft Teams® for voice/PSTN services
3
2
1
Integration
SD-WAN
Fully managed service
Higher demands for SIP Trunking and bundled solutions
Most critical UCaaS & CCaaS features
Use of SIP Trunking
51%
63%
51%
65%
38%
44%
Preference for bundled solutions
Integration as a success requirement
Use of SIP trunking with UCaaS & CCaaS has increased
The preference for bundled, pre-integrated UCaaS & CCaaS solutions has grown stronger
The importance of technology integration to deployment success has increased
2020
2022
2020
2022
2020
2022
Why IT leaders say bundled solutions are better
91%
90%
85%
80%
75%
70%
65%
60%
55%
50%
45%
40%
35%
30%
25%
20%
15%
10%
05%
00%
Selection criteria for UCaaS & CCaaS network services
Flexible network access
87%
Fully managed service
85%
Software-defined network
83%
Service level agreements
83%