CUSTOMER EXPERIENCE (CX) AND UNIFIED COMMUNICATIONS (UC)
PATHWAY 1
Customers expect to be met on their terms— by phone, chat, email, video, or social media. Employees expect to collaborate without friction, whether they’re in the office, at home, or in the field. UC and CX solutions are no longer discretionary purchases. They are the operating infrastructure of the modern business— and they’re growing faster than almost any other technology category.
2025 Market Size
2030 Projection
CAGR
$87.4B (2024) $7.6B (2025)
$262.4B 19.8%
UCaaS CCaaS
$45.2B
20.1%
Sources: Grand View Research, UCaaS Market Report 2025–2030 (grandviewresearch.com); Precedence Research, CCaaS Market Report 2025–2035 (precedenceresearch.com)
THREE FORCES DRIVING ADOPTION NOW Hybrid work is permanent. 22.8% of U.S. employees work remotely at least part of the time— 36 million people who need reliable cloud communications to do their jobs. (Source: Backlinko/Semrush, March 2025) AI is reshaping the contact center. More than 50% of CCaaS providers now deploy AI-driven tools for intelligent call routing, sentiment analysis, and self-service resolution. Customers expect it. (Source: scoop.market.us, 2025) The market is consolidating fast. Microsoft Teams Rooms installations grew 28% year-over-year. Zoom became Mitel’s exclusive UCaaS platform for 70 million users. Customers need a trusted partner to guide them through the disruption. (Source: Mordor Intelligence, 2026)
2
Made with FlippingBook - PDF hosting