云端会议与团队合作市场：2029 年预测

人工智慧成为成熟市场復苏的催化剂

在经历了2023年的放缓之后，云端会议和团队合作市场预计将在2024年恢復温和成长。预计2024年收益将达到153.9亿美元，与前一年同期比较增5.1%。预计2029年将达216.2亿美元，五年年复合成长率（CAGR）为7.0%。

会议和通讯仍然是通讯平台的基本要素，并在整个预测期内代表着巨大的商机。关键的成长载体包括人工智慧驱动的功能、更高的可用性、增强的参与度以及先进的分析技术。人工智慧和自动化的强势崛起正在重塑会议和通讯的价值，改变用户与这些工具的互动方式，同时也为技术提供者开闢了新的商机。

视讯和聊天正在从独立产品转变为端到端统一通讯 (UC) 堆迭的组成部分。它们正从传统的通讯工具演变为综合平台，工作生活、会议和通讯应用程式正在转变为持久的协作环境，将对话、数据、第三方系统和人工智慧 (AI) 整合在一起，帮助团队做出明智的决策，提高工作效率。

客户和市场参与企业（包括技术供应商、服务提供者、通路合作伙伴、经销商以及 IT 和通讯业决策者）将发现，利用本研究的结果来制定永续成长策略很有价值，可以充分利用各种规模的组织中日益增长的会议聊天采用浪潮。

作者：克里斯·彭内尔、鲁帕姆·贾恩

分析范围

本研究涵盖云端基础的会议和团队合作（也称为通讯或团队聊天）市场。由于会议应用和团队合作应用的整合，本研究将两种技术合併为一个细分市场。

本报告中的收益包括以下销售额：

• 为使用桌上型电脑和行动装置的个人提供的独立云端会议服务。
• 优化的云端会议室服务可增强实体会议室和共用空间的体验。
• 整合会议/团队合作服务，在统一平台上提供会议和团队聊天功能。
• 云端会议提供者提供的网路研讨会服务。
• 会议和团队合作是 UCaaS 解决方案的一部分。由于 UCaaS 授权包含多个工作负载，本报告将会议和团队聊天收益占 UCaaS 总收益的百分比进行显示。
• 收益数字代表原始服务供应商提供的云端会议和团队合作许可证的销售额，不包括第三方解决方案的销售额或经销商的销售额。
• 以下解决方案不在本报告范围内：
• 本地、单一租户、专用私有云端服务
• 独立的 PSTN 和 VOIP 音讯会议服务
• 消费性视讯会议/通讯服务（例如 WhatsApp、微信、DingTalk）
• 本报告的调查方法和资料来源包括：
• 采访供应商和通路伙伴
• Frost & Sullivan 客户调查与访谈
• 二手资料分析（年度报告、第三方调查等）

三大策略挑战对云端会议与团队合作市场的影响

转型大趋势

• 原因
• 从混合工作模式的兴起到人工智慧能力的爆炸性成长，影响云端会议和团队合作市场的结构性变化步伐正在加快。
• 最近的重大变化加速了技术融合，供应商重新定位其产品组合以适应不同的用例和成长。
• 人工智慧 (AI) 正在催化智慧安全会议和聊天体验的下一波颠覆性创新。
• 弗罗斯特的观点
• 近年来，线上会议和团队聊天解决方案已经证明了其价值，并且已成为现代业务的必需品。
• 领先的供应商正在满足市场对将独立会议和聊天应用程式技术整合到整合通讯即服务(UcaS) 端到端平台的需求。
• 供应商必须提供完整的协作组合，以增强其核心竞争力并实现成长。

竞争日益激烈

• 原因
• 会议和通讯市场竞争激烈，有几家大型、成熟的供应商和一大批规模较小的区域性供应商。
• 日益激烈的竞争迫使供应商透过易于复製的创新功能和定价来实现差异化。
• 市场成熟度对所有供应商的营收成长带来压力。
• 弗罗斯特的观点
• 客户满意度至关重要。供应商必须优先考虑客户需求，提供卓越的支持，并建立牢固的客户关係。
• 提供者必须解决新的协作工作流程并转变方法以加速从技术到成果的转换。
• 许多供应商已经建立了策略联盟，以与第三方应用程式和服务进行整合，从而为他们带来显着的竞争优势。

颠覆性技术

• 原因
• 透过在单一平台上支援多种通讯模式（会议、通讯、通话、网路研讨会等），创造更大的客户价值。这种融合消除了资讯孤岛，并提升了效能、管理、可用性和安全性。
• 作为一项整体技术，人工智慧正在推动会议和团队合作软体的许多创新，使其更加自动化、高效和引人入胜。
• 弗罗斯特的观点
• 许多人工智慧功能（例如说话者追踪/框架、音讯和影像清晰度、说话者归属、转录、翻译、会议摘要和见解）已经很常见。
• 市场正处于人工智慧提供更个人化、更具影响力的商业价值的风口浪尖。
• 有关人工智慧的风险（例如安全性和合规性）和回报（例如效率和成本节约）的教育正在进行中。

竞争格局

• 商务会议和聊天平台市场非常成熟，竞争激烈。该市场正在经历大规模整合，预计未来还将持续。这导致平台之间缺乏积极的定价策略和功能差异化。
• BlueJeans、Amazon Chime 和 Workplace by Meta 等知名公司已退出市场。市场整合是由于竞争加剧以及前三大巨头（Microsoft Teams、Zoom 和 Google Meet）的主导地位。
• 排名前五的供应商（微软、Zoom、Google、思科、Slack）将在 2024 年占据 81.4% 的收益占有率，此外还有大量规模较小的供应商，其中许多仅在区域开展业务。
• Microsoft Teams 是领先的会议和聊天平台，其次是 Zoom 和 Google Meet。这些大型供应商拥有强大的市场影响力，在定价、功能集和行业标准方面都具有影响力。
• 产品差异化正逐渐消失。能够有效解决客户痛点，并优先提供易于使用、全面、扩充性且易于管理的解决方案的供应商正在赢得胜利。展望未来，人工智慧平台将成为市场的关键成长点和关键差异化因素。供应商必须协助客户驾驭新的活动工作流程，并拥抱从技术到成果的快速转变。
• 领先的 UC 平台提供全面的功能，整合了云端呼叫、会议、通讯、会议室视讯、网路研讨会、活动和客服中心。这种整体方法有助于简化工作流程并提高生产力，在远端和混合工作环境中至关重要。与 Microsoft 和 Zoom 等供应商提供的一体化解决方案相比，独立供应商面临着被视为冗余或过于小众的挑战。

竞争格局

• 随着企业客户寻求整合工具以简化供应商管理、降低成本并提升使用者体验，那些无法发展成为更广泛平台的供应商可能会变得无关紧要。整合的趋势通常有利于拥有成熟生态系统并能够提供无缝过渡的供应商，而规模较小或专业化的公司则处于劣势。
• 企业优先考虑能够提供出色使用者体验和可靠性能的平台。服务可靠性问题或功能受限可能会导致使用者采用率低。
• 在经济持续不确定和不可预测的时期，企业正在寻找能够提供最大价值的经济高效的解决方案，而客户则青睐能够提供可扩展定价模式和强大功能的平台。

主要竞争对手

• ADOBE
• AMAZON CHIME*
• AVAYA
• CISCO
• DIALPAD
• ENGHOUSE SYSTEMS
• GOOGLE
• GOTO
• MICROSOFT
• PEXIP
• PGI
• RINGCENTRAL
• ROAM
• SYNERGY SKY
• TRUECONF
• ZOHO
• ZOOM
• BITRIX24
• CHANTY
• CISCO
• FLOCK
• GLOBAL RELAY
• GOOGLE
• MATTERMOST
• MICROSOFT
• RINGCENTRAL
• ROCKET.CHAT
• RYVER
• SLACK
• SYMPHONY COMMUNICATIONS
• META**
• ZOHO
• ZOOM

成长动力

• 人工智慧功能和服务使提供者能够显着提高客户价值、推动采用并透过提高 ARPU 来推动收益成长。
• 混合工作模式的兴起以及对能够实现跨地点无缝协作的工具的需求使得会议和团队聊天变得至关重要。
• 与其他业务应用程式（CRM、ERP 等）无缝整合的能力创建了一个强大的第三方整合生态系统，以扩展其功能并增加其对客户的价值提案。
• 人们越来越重视整合多种功能并降低不同工具相关成本的解决方案。
• 客製化和高度客製化的会议和活动为提供者发展其託管服务创造了新的机会。
• 结合行动 UCaaS、穿戴式装置、物联网、CPaaS 和 API 的进步，满足第一线工人和行业特定工作流程的潜力已将潜在市场从知识工作者扩展到全球 15 亿一线工人。

成长抑制因素

• 在高度成熟且竞争激烈的市场中，供应商正在努力维持收益成长、盈利和客户忠诚度，从而带来定价和收益成长的压力。
• 许多协作工具各自为政。协作平台之间缺乏互通性，为使用多种解决方案的组织带来了障碍，导致生产力下降和培训成本增加。
• 客户对隐私、安全、管治和合规性的担忧，以及缺乏关于真正业务影响的证明点，对人工智慧的快速应用提出了挑战。
• 随着资料保护和隐私法规的审查日益严格，企业对所采用的协作工具变得更加谨慎。
• 景气衰退削减了 IT 预算，导致公司推迟或缩减对新协作技术的投资。
• 协作工具的有效性取决于其使用者。如果没有充分的培训，协作工具可能无法充分利用，预期的生产力效益也会打折扣。

目录

战略问题

• 为何成长变得越来越困难？
• The Strategic Imperative 8（TM）
• 三大策略挑战对云端会议与团队合作市场的影响

生态系统

• 分析范围
• 定义

市场概览

• 市场概览
• 竞争格局
• 主要竞争对手

UC 和 AI 决策者调查的主要发现：混合工作趋势和投资重点

• 混合工作趋势
• 虽然高阶主管仍然具有影响力，但业务线领导者的影响力正在增强
• 推动各种规模的公司引进新技术解决方案
• 企业 AI 的采用已超越概念验证阶段
• 提高业务效率是人工智慧投资的关键驱动力
• 数据问题和评估投资报酬率的能力是挑战
• 跨业务职能实施人工智慧
• 通讯和协作解决方案投资的关键驱动因素
• 强烈偏好在单一平台上使用单一堆堆迭进行通话、聊天和会议
• 技术整合的现状
• 未来技术整合计划

成长机会分析

• 成长指标
• 成长动力
• 成长抑制因素
• 收益和安装许可证预测：云端会议和团队合作
• 收益和许可证预测分析
• 区域收益分析
• 价格趋势
• 竞争环境

成长机会领域

• 成长机会1：人工智慧机会

附录与后续步骤

• 成长机会的益处和影响
• 后续步骤Next steps
• 附件列表
• 免责声明

AI Emerges as the Catalyst for Renewed Growth in a Mature Market

After experiencing a slowdown in 2023, the cloud meetings and team collaboration market returned to moderate growth in 2024. Revenue in 2024 reached $15.39 billion, growing at 5.1 percent YoY. The market is forecasted to reach $21.62 billion by 2029 at a 5-year compound annual growth rate (CAGR) of 7.0 percent.

Meetings and messaging remain foundational elements of communication platforms and represent a robust opportunity throughout the forecast period. Key growth vectors include AI-powered features, enhanced ease of use, greater engagement, and advanced analytics. The strong emergence of AI and automation is creating seismic shifts in the value of meetings and messaging, changing how users interact with these tools while creating new revenue opportunities for technology providers.

Video and chat have morphed from stand-alone products to integral components of an end-to-end UC stack. Evolving from traditional communication tools into a comprehensive platform where work itself lives, meeting and messaging apps have transformed into persistent collaboration environments that integrate conversations, data, third-party systems, and AI, enabling teams to make informed decisions and work more effectively.

Customer organizations and market participants, including technology vendors, service providers, channel partners, resellers, and IT/telecom decision-makers, among others, will find value in leveraging the findings of this study to develop sustainable growth strategies that tap into the growing wave of meetings and chat adoption across organizations of all sizes.

Authors: Chris Pennell and Roopam Jain

Scope of Analysis

This research covers the market for cloud-based meetings and team collaboration (also referred to as messaging or team chat). Due to the convergence of meeting and team collaboration apps, this research combines the two technologies into a single segment.

Revenue in this report includes sales of:

• Stand-alone cloud meeting services for individual use over desktop and mobile devices.
• Cloud meeting room services that are optimized to enhance the experience in physical meeting rooms and shared spaces.
• Integrated meetings/team collaboration services, which offer meeting and team chat capabilities over a unified platform.
• Webinar services when offered by cloud meeting providers.
• Meetings and team collaboration that are a part of UCaaS solutions. Because UCaaS licenses include multiple workloads, this report attributes a percentage of the total revenue from UCaaS to meetings and team chat.
• Revenue figures represent sales of cloud meetings and team collaboration licenses offered by the original service providers and do not include sales of third-party solutions or reseller sales.
• The following solutions are excluded from this report:
• On-premises, single-tenant, or dedicated private cloud services
• Stand-alone PSTN and VOIP audio conferencing services
• Consumer-grade video meeting/messaging services (e.g. WhatsApp, WeChat, DingTalk)
• The methodology for this report involves triangulation of data sources across:
• Interviews with vendors and channel partners
• Frost & Sullivan customer surveys and interviews
• Analysis of secondary data (annual reports, third-party research, etc.)

The Impact of the Top 3 Strategic Imperatives on the Cloud Meeting and Team Collaboration Market

Transformative Megatrends

• WHY:
• The pace of structural changes impacting the cloud meetings and team collaboration market-from the rise in hybrid work to an explosion in AI capabilities-is accelerating.
• Significant shifts in recent years have expedited technology convergence, with providers repositioning their portfolios for diverse use cases and growth.
• Artificial intelligence (AI) is catalyzing the next wave of disruptive innovation in intelligent, secure meeting and chat experiences.
• FROST PERSPECTIVE:
• Online meetings and team chat solutions proved their worth in recent years and are now table stakes for modern work.
• Leading providers have aligned with the market demand for technology consolidation of standalone meeting and chat apps into an integral end-to-end platform for unified communications-as-a-service (UcaS).
• Providers must strengthen core competencies and deliver a complete collaboration portfolio to enable growth.

Competitive Intensity

• WHY:
• The meetings and messaging market is crowded and populated by several large, established vendors and a long tail of smaller regional providers.
• Increased competition forces vendors to differentiate through innovative features and pricing but these features are easily replicated.
• Growing market maturity is putting pressure on top-line growth for all providers.
• FROST PERSPECTIVE:
• Customer satisfaction is paramount. Vendors must prioritize customer needs, provide excellent support, and build strong customer relationships.
• Providers must help address new collaboration workflows and an accelerated methodological shift from technology to "outcomes."
• Many vendors have formed strategic alliances for integrations with third-party apps and services, which significantly increases their competitive edge.

Disruptive Technologies

• WHY:
• A single platform for multiple communication modalities-meetings, messaging, calling, webinars-is providing greater customer value. This convergence breaks down silos and enhances performance, management, usability, and security.
• As the overarching technology, AI is driving much of the innovation in meetings and team collaboration software, making them more automated, efficient, and engaging.
• FROST PERSPECTIVE:
• Many AI capabilities (e.g., speaker tracking/framing, enhanced audio and video clarity, speaker attribution, transcription, translation, meeting summaries, and insights) are already table stakes.
• The market is on the cusp of delivering greater personalization and more impactful business value enabled by AI.
• Education about the risks (e.g., security and compliance) and rewards (e.g., efficiencies and cost savings) of AI is a work in progress.

Competitive Landscape

• The market for business meetings and chat platforms is highly mature and competitive. There has been significant market consolidation, with more on the way. This has led to aggressive pricing strategies and a lack of feature differentiation across platforms.
• Notable players like BlueJeans, Amazon Chime, and Workplace by Meta have exited the market. The market consolidation is a result of increased competition and dominance of the top three platforms - Microsoft Teams, Zoom, and Google Meet.
• The top five providers-Microsoft, Zoom, Google, Cisco, and Slack-held 81.4% revenue market share in 2024 with a long tail of smaller providers, many of whom have regional presence only.
• Microsoft Teams is the leading platform for meetings and chat, followed by Zoom and Google Meet. These leading vendors have greater market power, influencing pricing, feature sets, and industry standards for the rest of the industry.
• Product differentiators are diminishing. Vendors that effectively address customer pain points and prioritize easy-to-use, comprehensive, scalable, and manageable solutions are winning. Going forward, AI platforms are emerging as key growth vectors and significant differentiators in the market. Vendors must assist customers in navigating new event workflows and embracing a rapid shift from technology to outcomes.
• Leading UC platforms offer comprehensive capabilities that integrate cloud calling, meetings, messaging, room video, webinars, events, and contact centers. This holistic approach helps streamline workflows and improve productivity, which is crucial for remote and hybrid work environments. Stand-alone vendors face the challenge of being perceived as redundant or overly niche when compared to all-in-one solutions from providers like Microsoft and Zoom.

Competitive Landscape

• Customer organizations are looking to simplify vendor management, reduce costs, and improve user experiences by consolidating tools, which means vendors that cannot evolve into broader platforms may lose relevance. The shift toward consolidation often favors vendors with established ecosystems and the ability to offer seamless transitions, putting smaller or specialized players at a disadvantage.
• Companies are prioritizing platforms that offer superior user experiences and reliable performance. Issues with service reliability or limited features can lead to a decline in user adoption.
• As the economic landscape remains volatile and unpredictable, businesses are looking for cost-effective solutions that provide maximum value. Platforms that offer scalable pricing models and robust features are gaining customer preference.

Key Competitors

• ADOBE
• AMAZON CHIME*
• AVAYA
• CISCO
• DIALPAD
• ENGHOUSE SYSTEMS
• GOOGLE
• GOTO
• MICROSOFT
• PEXIP
• PGI
• RINGCENTRAL
• ROAM
• SYNERGY SKY
• TRUECONF
• ZOHO
• ZOOM
• BITRIX24
• CHANTY
• CISCO
• FLOCK
• GLOBAL RELAY
• GOOGLE
• MATTERMOST
• MICROSOFT
• RINGCENTRAL
• ROCKET.CHAT
• RYVER
• SLACK
• SYMPHONY COMMUNICATIONS
• META**
• ZOHO
• ZOOM

Growth Drivers

• AI-powered features and services enable providers to significantly enhance customer value to drive increased adoption, while boosting revenue growth from higher ARPU.
• The prevalence of hybrid work and the need for tools that enable seamless collaboration across locations have made meetings and team chat essential.
• The ability to seamlessly integrate with other business applications (CRM, ERP, etc.) is creating a robust ecosystem of third-party integrations, expanding functionality, and increasing the value proposition for customers.
• Organizations increasingly value solutions that consolidate multiple functions, reducing costs associated with disparate tools.
• Bespoke or highly customized meetings and events create new opportunities for providers to grow managed services.
• The potential to address frontline workers and vertical-specific workflows, combined with advancements in mobile UCaaS, wearables, IoT, CPaas, and APIs, is expanding the addressable market beyond knowledge workers to 1.5 billion frontline workers globally.

Growth Restraints

• In a highly mature and competitive market, providers struggle to maintain revenue growth, profitability, and customer loyalty, leading to pressure on pricing and revenue growth.
• Many collaboration tools operate in silos. Lack of interoperability across collaboration platforms create barriers for organizations that use multiple solutions, resulting in decreased productivity and increased training costs.
• Customer concerns about privacy, security, governance, and compliance coupled with lack of proof points on the true business impact challenge more rapid adoption of AI.
• With increasing scrutiny of data protection and privacy regulations, organizations are becoming more cautious about the collaboration tools they adopt.
• Economic downturns can lead to reduced IT budgets, causing organizations to delay or scale back investments in new collaboration technologies.
• The effectiveness of collaboration tools depends on user proficiency. Insufficient training can lead to underutilization, reducing the anticipated productivity benefits.

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on the Cloud Meeting and Team Collaboration Market

Ecosystem

• Scope of Analysis
• Definitions

Market Overview

• Market Overview
• Competitive Landscape
• Key Competitors

Key Findings from UC and AI Decision Maker Surveys: Hybrid Work Trends and Investment Priorities

• Hybrid Work Movement
• C-suite Influence Remains High While the Influence of Line-of-Business Heads is Growing
• Roles Driving the Adoption of New Technology Solutions by Company Size
• Enterprise AI Deployments Move Beyond Proof-of-Concept Stage
• Improving Operational Efficiency is a Key Driver for AI Investments
• Data Concerns and Ability to Assess ROI are Key Challenges
• AI Deployments Across Business Functions
• Primary Drivers for Investments in Communications and Collaboration Solutions
• Customers Show a Strong Preference for a Single Stack-Phone, Chat, and Meetings on a Unified Platform
• Current State of Technology Consolidation
• Future Plans for Technology Consolidation

Growth Opportunity Analysis

• Growth Metrics
• Growth Drivers
• Growth Restraints
• Revenue and Installed License Forecast, Cloud Meetings and Team Collaboration
• Revenue and License Forecast Analysis
• Revenue Analysis by Region
• Pricing Trends
• Competitive Environment

Growth Opportunity Universe

• Growth Opportunity 1: The AI opportunity

Appendix & Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer