Research Overview

The year 2020 was marked by significant changes in the way European businesses operate and serve customers. The COVID-19 pandemic forced many people to leave their traditional workplaces and move to work-from-home setups to comply with social distancing mandates and limit the spread of the virus. In addition to continuing to adequately serve customers, European organizations are compelled to seek ways to keep employees engaged, motivated, and productive.

Digital technologies and cloud communications and collaboration services, in particular, have provided a solution to European businesses and public sector organizations looking to bridge physical distances across employees, customers, suppliers, and partners. Flexible consumption models, mobile-ready solutions, and collaboration-rich user experiences have proved their value at a time of unprecedented physical disconnectedness.

To grow revenue above historical levels, unified communications as a service (UCaaS) market participants must create a robust growth pipeline incorporating strategic imperatives in the post-pandemic world to empower a globally connected organization, a demographically diverse workforce, and digital-native customers.