Gartner Research

Forecast Analysis: Unified Communications, Worldwide

Published: 10 January 2020

ID: G00383775

Analyst(s): Brian Doherty , Megan Fernandez , Tom Eagle , Daniel O'Connell


Unified communications end-user spending will yield a 2.1% compound annual growth rate with cloud telephony and collaboration, particularly from large enterprises, driving market growth.

Table Of Contents
  • Forecast Assumptions
  • Market Impacts
  • Notable Changes

Forecast Data Summary

Forecast Model Summary

Influencing Factors and Assumptions

  • Influencing Factor: Provider Technology/Service Offerings
    • Forecast Assumption: In 2020, 92% of IT leaders making a decision for group videoconferencing systems will acquire personal and huddle room systems, in addition to large group systems, up from 85% in 2018.
  • Influencing Factor: Provider Technology/Service Offerings
    • Forecast Assumption: The proportion of large organizations using cloud telephony will rise from about 6% of telephony installed base users in 2019 to 20% in 2023.
  • Influencing Factor: Workplace Policies
    • Forecast Assumption: In 2023, 25% of small business users will rely on mobile-only phone services, up from 15% in 2019.

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