Microsoft, Zoom and Cisco are the leaders in the worldwide Communications and Collaboration market. Microsoft, Zoom and Cisco help their clients to ensure efficiency and business growth.
MICROSOFT
Microsoft has maintained its leadership in the UC&C market, holding a 44.7 percent share of revenue in Q1 2024.
A report from Forrester Consulting says organizations, which are using Microsoft Teams, have gained from the reduction in workflow friction, streamlining and automation of routine tasks. Customers of Microsoft Teams have also saved money, improved flexibility, and reduced risk by eliminating redundant tools and inefficient paper-based processes.
ABN AMRO, a leading bank, meets customers anywhere for financial advice with Microsoft Teams and Azure Communication Services.
ABN AMRO uses Teams and Azure Communication Services to create a seamless, branded experience for customers without requiring them to leave their digital banking environment or download an application.
“We offer a friction-free experience. It’s been a huge milestone,” Joeri Hartmans, Senior Product Owner of Video Banking and Interactive Voice Response, said.
ABN AMRO used Teams and Azure Communication Services to construct a unified banking portal, including an ABN AMRO branded lobby where customers can wait to start a meeting and enhancements to help build trust in the online experience. The video banking portal also includes all the tools that customers need for signing and sharing documents.
L’Oreal, the global beauty company, has adopted Teams to establish a more efficient, user-friendly process with a single, centralized hub for communication.
In the past, L’Oreal beauty advisors had to juggle various platforms to chat with each other and receive communications from their head office about training, product launches, and promotions. L’Oreal earlier used multiple applications such as Facebook, WhatsApp, and Instagram to communicate.
“We use Teams to create the sense of belonging that empowers beauty advisors to be the best ambassadors for their individual brands,” Nicolas Koller, Head of IT Retail, L’Oreal, said.
L’Oreal has also improved onboarding through its combination of Teams and Azure Active Directory, which L’Oreal uses to automatically assign new hires an identity.
ZOOM
Zoom has a 6.4 percent share in the Unified Communications and Collaboration market during the first quarter of 2024.
Zoom’s UCaaS platform combines VoIP phone service, video conferencing, chat, and more into a single app. Zoom says its customers will spend less time managing different systems and contracts, and more time improving productivity, enhancing collaboration, and getting work done.
Inteva Products, a leading automotive supplier, consolidated its various solutions onto the Zoom unified communications platform and leverages Zoom Meetings for video, audio, chat, and screen sharing for more than 10,000 meetings and 2.3 million minutes a month. The company plugged in Zoom’s Outlook integration to easily manage and schedule meetings right from email.
By replacing its various legacy audio conferencing systems and meeting tools, Inteva saved tens of thousands of dollars every month and untold more in global travel, Inteva CIO Dennis Hodges said. Inteva had a few disparate communications solutions in place, including several locations with conference rooms set up for video using Polycom and other assorted technologies.
Warner Bros. Discovery, a global media company, is using Zoom platform to enhance collaboration within the organization.
Warner Bros. Discovery CIO Dave Duvall said: “Our goals as a company are to be the place where storytellers want to come to bring that to as many consumers as possible. The ambition is to come together as one team and create the future.”
Capital One adopted Zoom as part of an enterprise-wide digital transformation. Capital One also used Zoom to transform its operations and expand the reach of its program.
Nikita Steals, Vice President of Tech Talent Acquisition at Capital One, said: “We need to be agile, we need to be able to move quickly and have the interface where they can build rapport and build that human element with ease.”
CISCO
Cisco has a 5.5 percent share in the Unified Communications and Collaboration market during the first-quarter of 2024.
AIA Life Insurance selected Cisco collaboration solutions because technology, after-sales support, and price. AIA Life Insurance has achieved 50 percent reduction in cost in some areas.
“With Cisco, we knew we would get the newest, frequently updated technology along with improved support and maintenance,” Tony Wang, Network Manager at AIA Life Insurance, said.
AION, a professional services company, is using Webex by Cisco for collaboration.
Nada Buric, Director at Aion, said: “Webex was the obvious choice, and it’s still the superior platform,” Buric says. “It is what we needed for security and confidentiality.
Balfego, a distribution company in Spain, is using Cisco Webex Messaging and Webex Meetings.
Cisco says Webex has overhauled Balfego’s collaboration. In 2021-22, a total of 800 meetings were held, with an average of 56 minutes per meeting. This marks an increase in use by 374 percent compared to the previous year.
“Cisco products have allowed us to do more. We have saved an enormous amount of internal resources and cut back on travel time, which optimizes our workdays and reduces CO2 emissions, Jose Martin, Responsable IT at Balfego, said.
Bank Rakyat Indonesia has implemented Cisco Solutions for Broader Banking Services. Cisco’s network infrastructure and ACI enabled Bank Rakyat Indonesia to digitally transform to a secure & agile network, handling different WAN traffic loads across islands of Indonesia with faster application deployment and integration.
CPaaS leaders
Twilio leads the CPaaS market with a 24.1 percent market share. Its revenues surpassed $913 million in 2Q23, growing 15.8 percent year over year.
Sinch has 15.8 percent CPaaS market share. Its revenue grew 0.8 percent year over year to $600 million in 2Q23.
Unified Communications and Collaboration Market
The Unified Communications and Collaboration (UC&C) market is on track to generate $69.1 billion in revenue by 2024, marking a 7.5 percent increase from 2023, according to a recent report by the International Data Corporation (IDC). The market is forecast to experience a compound annual growth rate (CAGR) of 5.7 percent, reaching $85 billion by 2028.
AI in Collaboration Market
The UC&C landscape is evolving rapidly, with many solutions becoming commoditized in a crowded marketplace. However, artificial intelligence (AI) is introducing a new wave of innovative and differentiated capabilities, drawing significant investments as businesses seek to enhance employee productivity and customer engagement.
Jitesh Gera, Research Manager for Unified Communications and Collaboration at IDC, highlighted AI’s transformative impact on the industry.
In 2023, UC collaboration tools and Unified Communications as a Service (UCaaS) dominated the market, accounting for 89 percent of global revenue. The UC collaboration segment is forecasted to outpace the overall market, with a five-year CAGR of 7.6 percent.
The adoption of UC&C solutions is being driven by the integration of AI capabilities, including AI-powered videoconferencing and telephony tools that boost productivity and enhance business outcomes.
Baburajan Kizhakedath
