European UCaaS Forecast, 2023-2028

Description

This IDC Market Forecast analyzes the European unified communications-as-a-service market over the 2023-2028 forecast period."While voice is seeing increased commoditization, it remains a widely used channel and the value comes from integrating it with the wider communication and collaboration stack. Recent AI innovations are addressing AI-based features for voice with a focus on improving voice quality and reliability," said Graham Fruin, senior research analyst, IDC European Unified Communications and Collaboration.

Product Code: EUR151654524

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Leverage Voice Integration into Collaboration Platforms
Explore Partnerships Within the Ecosystem
Offer Voice APIs to Enable More Flexible Deployments
Develop Solutions that Are Compatible with Smartphones
Enhance Offerings with Adjacent Technologies

Market Forecast

Market Context

Drivers and Inhibitors
- Drivers
  - Voice Becoming a Specialized Role-Based Channel
  - Combined UCaaS and CCaaS Offerings
- Inhibitors
  - Reluctance to Lose Control
  - Innovative On-Premises Infrastructure
Significant Market Developments
- UCaaS Vendors Are Expanding into Adjacent Technology Areas to Create a Connect Workflow Across Teams
- UCaaS Is a Popular Choice as It can Facilitate Hybrid Work
- Some Businesses Prefer Their Legacy Voice Infrastructure
- Hybrid Deployment Is Common
- Mobile Phone Is Widely Used by Workers
- Voice Is Still Widely Used for Business Communication
- Reliance on Channel Partners Is Growing
Changes from Prior Forecast