Table of Content

1. Executive Summary


2. Introduction

2.1 Unified Communication and Collaboration (UCC): An Overview

2.1.1 Unified Communication and Collaboration (UCC): Meaning
2.1.2 UCC by Services
2.1.3 Popular Unified Communication Systems
2.1.4 Major Advantages of UCC

2.2 Contact Center as a Service (CCaaS): An Overview

2.2.1 CCaaS: Definition
2.2.2 Benefits of CCaaS Application


3. Global Market Analysis

3.1 Global UCC Market: An Analysis
3.1.1 Global UCC Market by Value

3.2 Global UCC Market: Application Analysis

3.2.1 Global UCC Market by Application (IT & Telecom, BFSI, Public Sector, Retail and Others)
3.2.2 Global UCC IT & Telecom Market by Value
3.2.3 Global UCC BFSI Market by Value
3.2.4 Global UCC Public Sector Market by Value
3.2.5 Global UCC Retail Market by Value
3.2.6 Global UCC Others Market by Value

3.3 Global UCC Market: Segment Analysis

3.3.1 Global UCC Market by Segment (CCaaS, CPaaS & UCaaS)
3.3.2 Global CCaaS Market by Value
3.3.3 Global CPaaS Market by Value
3.3.4 Global UCaaS Market by Value
3.3.5 Global Hosted IP Telephony and UCaaS Market by Value
3.3.6 Global Hosted IP Telephony and UCaaS Market by Installed Users
3.3.7 Global UCaaS Market by User Penetration

3.4 North America UCaaS Market: An Analysis

3.4.1 North America UCaaS Market by User Penetration
3.4.2 North America SMB UCaaS Market by User Penetration
3.4.3 North America Mid Enterprise UCaaS Market by User Penetration


4. Market Dynamics

4.1 Growth Drivers
4.1.1 Growth in Enterprise Customers
4.1.2 Applied in Various Fields
4.1.3 Favorable Changes to Accounting Standards
4.1.4 Growing Penetration of Smartphones and Large-Scale Investments
4.1.5 Reasons for Growth of the Market
4.1.6 Increasing 4G connectivity

4.2 Challenges
4.2.1 High Competition
4.2.2 Hyper-converged Networks

4.3 Trends
4.3.1 New Product Launch
4.3.2 Indirect Sales Channel and Go-to-market Partnerships
4.3.3 Tight Integration Between CCaaS and CRM
4.3.4 Key Findings Influencing The Planning And Deployment Of Contact Center Infrastructure
4.3.5 Multiple Acquisitions in CCaaS Services
4.3.6 Themes Shaping UCC Industry


5. Competitive Landscape

5.1 Global UCC Market: Competitive Landscape

5.1.1 Global CCaaS Market Player by Share
5.1.2 Global CPaaS Market Player by Share
5.1.3 Global UCC Market Segmentation and Vendor Landscape

5.2 North America UCC Market: Competitive Landscape
5.2.1 North America UCaaS Market Player by Share


6. Company Profiling

6.1 8X8
6.1.1 Business Overview
6.1.2 Financial Overview
6.1.3 Business Strategy

6.2 NEC Corporation
6.2.1 Business Overview
6.2.2 Financial Overview
6.2.3 Business Strategy

6.3 Avaya
6.3.1 Business Overview
6.3.2 Financial Overview
6.3.3 Business Strategy

6.4 NICE inContact
6.4.1 Business Overview
6.4.2 Financial Overview
6.4.3 Business Strategy



List of Figures



Figure 1: Benefits of Applying UCC
Figure 2: Difference Between Ucaas, CCaaS, and CPaaS
Figure 3: Popular Unified Communication Systems
Figure 4: Features of CCaaS
Figure 5: Benefits of CCaaS Application
Figure 6: Global UCC Market by Value; 2018-2023 (US$ Billion)
Figure 7: Global UCC Market by Application (IT & Telecom, BFSI, Public Sector, Retail and Others); 2018 (Percentage,%)
Figure 8: Global UCC IT & Telecom Market by Value; 2018-2023 (US$ Billion)
Figure 9: Global UCC BFSI Market by Value; 2018-2023 (US$ Billion)
Figure 10: Global UCC Public Sector Market by Value; 2018-2023 (US$ Billion)
Figure 11: Global UCC Retail Market by Value; 2018-2023 (US$ Billion)
Figure 12: Global UCC Others Market by Value; 2018-2023 (US$ Billion)
Figure 13: Global UCC Market by Segment (CCaaS, CPaaS & UCaaS); 2018 (Percentage, %)
Figure 14: Global CCaaS Market by Value; 2018-2023 (US$ Billion)
Figure 15: Global CPaaS Market by Value; 2018-2023 (US$ Billion)
Figure 16: Global UCaaS Market by Value; 2018-2023 (US$ Billion)
Figure 17: Global Hosted IP Telephony and UCaaS Market by Value; 2016-2018 (US$ Billion)
Figure 18: Global Hosted IP Telephony and UCaaS Market by Value; 2019-2023 (US$ Billion)
Figure 19: Global Hosted IP Telephony and UCaaS Market by Installed Users; 2016-2018 (Million)
Figure 20: Global Hosted IP Telephony and UCaaS Market by Installed Users; 2019-2023 (Million)
Figure 21: Global UCaaS Market by User Penetration; 2015-2018 (Percentage, %)
Figure 22: Global UCaaS Market by User Penetration; 2019-2023 (Percentage, %)
Figure 23: North America UCaaS Market by User Penetration; 2015-2018 (Percentage, %)
Figure 24: North America UCaaS Market by User Penetration; 2019-2023 (Percentage, %)
Figure 25: North America SMB UCaaS Market by User Penetration; 2015-2018 (Percentage, %)
Figure 26: North America SMB UCaaS Market by User Penetration; 2019-2023 (Percentage, %)
Figure 27: North America Mid Enterprise UCaaS Market by User Penetration; 2015-2018 (Percentage, %)
Figure 28: North America Mid Enterprise UCaaS Market by User Penetration; 2019-2023 (Percentage, %)
Figure 29: UCC Application Fields
Figure 30: Number of Smartphone Users Worldwide; 2014-2016 (Billion)
Figure 31: Major Reasons for Growth of the UCC Market
Figure 32: Number of 4G Mobile Subscribers Worldwide
Figure 33: X Series Offerings on Cloud
Figure 34: Five9 Sales Channel And Go-to-market Partnerships
Figure 35: CCaaS and CRM Connection
Figure 36: Upcoming Themes in UCC Industry
Figure 37: Global CCaaS Market Player by Share; 2017 (Percentage, %)
Figure 38: Global CPaaS Market Player by Share; 2017 (Percentage, %)
Figure 39: Global UCC Market Segmentation and Vendor Landscape
Figure 40: North America UCaaS Market Player by Share; 2017 (Percentage, %)
Figure 41: 8x8 Revenue; 2014-2018 (US$ Million)
Figure 42: 8x8 Revenue by Segment; 2018 (Percentage, %)
Figure 43: 8x8 Revenue by Region; 2018 (Percentage, %)
Figure 44: NEC Corporation Revenue; 2016-2018 (US$ Thousand)
Figure 45: NEC Corporation Revenue by Segment; 2018 (Percentage, %)
Figure 46: Avaya Revenue; 2014-2017 (US$ Million)
Figure 47: NICE inContact Total Revenue; 2013-2017 (US$ Million)
Figure 48: NICE inContact Total Revenue by Segment; 2017 (Percentage, %)
Figure 49: NICE inContact Total Revenue by Region; 2017 (Percentage, %)
Table 1: Key Metrics Across UCaaS Customer Segments
Table 2: Changes to Accounting Standards
Table 3: Major Acquisitions within UCC Industry