The UCaaS (Unified Communications as a Service) market is maturing and evolving rapidly, according to Gartner’s 2025 Magic Quadrant review, with AI, collaboration, and cloud-native telephony driving adoption. The article notes that Cisco, Microsoft, RingCentral, and Zoom lead the market, while vendors like 8×8, Dialpad, and GoTo are recognized as Visionaries, and Google, Vonage, Wildix, and Sangoma occupy niche spaces. Key buying drivers include simplified management, lower total cost of ownership, and tighter integration across messaging, meetings, and telephony. Gartner predicts that by 2028, 90 percent of organizations will rely on cloud office platforms for enterprise telephony (up from about 30 percent in 2025), and spending on traditional telephony systems will decline by half.
Gartner highlights emerging trends shaping the future of UCaaS, including a shift toward collaboration-centric usage (over traditional telephony), deeper AI-enabled features (such as transcription, translation, sentiment analysis, and agentic assistance), and the blurring lines between UCaaS, CCaaS (contact center) and CPaaS (platform services). Vendors are increasingly focusing on extensibility through APIs and app marketplaces, while transparency in pricing and licensing is becoming a crucial factor in vendor selection. As hybrid and remote work settle in as standard, UCaaS platforms are expected to become central to enabling seamless communication and productivity across dispersed teams. Learn more at UC Today.
Learn more about UCaaS in our UCaaS Buying Guide. Learn more about our partner providers at our Featured Partner Overview.