Whitepaper: Customer trends that will shape the future of UCaaS

Changing customer trends that will shape the future of UCaaS subscription-based businesses [Whitepaper]

UCaaS Industry: The Present and The Future

The global Unified Communication as a Service market size was valued at USD 38.74 billion in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 23.6% from 2021 to 2028 with a 10.7% CAGR registered during 2016-2020. This figure will probably rise due to the global pandemic and the resulting shift to distributed, remote workforces.

Changing customer trends that will shape the future of UCaaS subscription-based businesses

Changing customer trends

According to our recent survey with over 3000 UCaaS leaders across the globe, 87.5% of them agree that “more businesses needing support for remote or hybrid workplaces” is the key driver of their revenue growth over the last three years.

Moving forward, OneBill Software envisages that the following customer trends will impact the way UCaaS providers do business.

  • 65% of customers are wildly excited and looking forward to a ‘pay as you go’ payment plan.
  • 80% of consumers are more likely to purchase from a brand that provides personalized experiences.
  • 90% of CEOs are anticipating to invest more or the same amount in AI since the Covid-19 pandemic.
  • 98% of business leaders are worried about data privacy due to staff resignation which could be a catalyst for data exposure and exfiltration.

Download your free copy of our 12-page long white paper on changing customer trends and how these trends will shape the future of UCaaS subscription-based businesses.

How did we collect these customer trends

*OneBill’s UCaaS Revenue Growth Study, December 2022:

OneBill surveyed UCaaS leaders across the globe on the key growth drivers of their UCaaS business over the last three years.

*Trends Collected from Different Sources:

We also went through different sources and collected customer trends that will shape the future of UCaaS subscription-based businesses.


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