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More and more organizations are choosing to run communications and customer engagement from a single platform. In the latest research from analyst firm Metrigy, Zoom comes out on top.
The cloud communications market is reaching a tipping point. Whereas companies were initially focused on moving from on-premises systems to the cloud, a growing number of organizations no longer want separate solutions for Unified Communications (UCaaS) and the contact center (CCaaS). They are looking for a platform that brings the two together.
One vendor for communications and customer engagement
Metrigy’s global MetriCast 2026 market study, which surveyed 1,437 companies, shows that 41.8% already source UCaaS and CCaaS from the same vendor, even where the solutions are not yet fully integrated. Smaller companies in particular are making this move, but larger enterprises are also showing growing interest.
Companies that already work with a single vendor cite two key benefits:
- Contact center agents can chat and collaborate seamlessly to resolve customer queries.
- Cost savings can be achieved.
Zoom takes the top spot
To help IT and CX decision-makers who see the value of an integrated platform but have not yet made a choice, Metrigy has published its first UCaaS + CCaaS MetriRank 2026. The report evaluates providers that deliver both services on a single, shared platform. Fewer than twenty companies are able to do so.
Combined market share determined whether a provider was included in the report, and it also determined the overall leadership score. Market momentum, product offering and customer satisfaction played a significant role in differentiating between providers.
Zoom ranks No. 1. According to Metrigy, Zoom has:
- the second-largest combined market share;
- the highest scores for financial stability and product capabilities;
- an above-average score for market momentum.
Metrigy concludes that Zoom is well positioned to remain a leader in integrated solutions. According to the analysts, the company has successfully entered the CCaaS market with its newer contact center offering.
What does this mean for organizations?
For companies considering consolidating their communications and customer engagement on a single platform, the result is a clear signal. Zoom combines a strong financial foundation with a broad product offering and growing market share, in a market where few providers actually deliver a truly integrated platform.
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The full report is available on the Metrigy website: UCaaS + CCaaS MetriRank 2026
Source: Metrigy, “Evaluating Integrated UCaaS + CCaaS Providers: Zoom Takes Top Spot,” September 30, 2026.