Global Unified Communications as a Service in Healthcare Market By Product Type (Voice Over Internet Protocol, Messaging Services, Video Conferencing, Contact Center Services, and Call Management), By Technology (Public, Hybrid, and Private), By Application (Telemedicine, Collaboration Tools, Patient Engagement, Workforce Management, and Healthcare Analytics), By End-user (Hospitals & Clinics, Health Insurance Providers, Pharmaceuticals, and Diagnostic Laboratories), Region and Companies – Industry Segment Outlook, Market Assessment, Competition Scenario, Trends and Forecast 2025-2034

Report Overview

Global Unified Communications as a Service in Healthcare Market size is expected to be worth around US$ 25.9 Billion by 2034 from US$ 9.8 Billion in 2024, growing at a CAGR of 10.2% during the forecast period 2025 to 2034. In 2024, North America led the market, achieving over 42.6% share with a revenue of US$ 4.2 Billion.

Increasing demand for streamlined communication systems in healthcare drives the growth of the Unified Communications as a Service (UCaaS) market. Healthcare providers increasingly require efficient and reliable communication tools to enhance collaboration, improve patient care, and ensure smooth operational workflows. UCaaS in healthcare integrates voice, video, messaging, and data sharing, all in a single platform, ensuring real-time communication across various departments and with patients.

This unified approach optimizes response times, reduces errors, and enhances the coordination of care. Rising adoption of telemedicine and virtual care services accelerates the need for robust communication systems, facilitating consultations, follow-ups, and remote monitoring.

In July 2022, Nextiva launched Nextiva Workhub, a collaborative platform that integrates communication channels for seamless interactions. This platform helps healthcare teams improve efficiency by managing internal and external communications from a single interface, reducing reliance on multiple tools.

Additionally, increasing regulatory pressures around data security and patient privacy stimulate the adoption of secure, compliant UCaaS solutions. Opportunities arise in improving patient engagement, enabling healthcare providers to offer more personalized services and a higher standard of care.

The trend toward cloud-based platforms is another key driver, as healthcare organizations seek scalable, cost-effective solutions. As healthcare facilities focus on enhancing patient satisfaction and streamlining operations, the UCaaS market will continue to see strong growth, driven by the need for integrated communication systems that support evolving healthcare delivery models.

Key Takeaways

• In 2024, the market for unified communications as a service in healthcare generated a revenue of US$ 9.8 billion, with a CAGR of 10.2%, and is expected to reach US$ 25.9 billion by the year 2034.
• The product type segment is divided into voice over internet protocol, messaging services, video conferencing, contact center services, and call management, with voice over internet protocol taking the lead in 2023 with a market share of 42.8%.
• Considering technology, the market is divided into public, hybrid, and private. Among these, hybrid held a significant share of 52.1%.
• Furthermore, concerning the application segment, the market is segregated into telemedicine, collaboration tools, patient engagement, workforce management, and healthcare analytics. The telemedicine sector stands out as the dominant player, holding the largest revenue share of 47.6% in the unified communications as a service in healthcare market.
• The end-user segment is segregated into hospitals & clinics, health insurance providers, pharmaceuticals, and diagnostic laboratories, with the hospitals & clinics segment leading the market, holding a revenue share of 58.9%.
• North America led the market by securing a market share of 42.6% in 2023.

Product Type Analysis

The voice over internet protocol segment claimed a market share of 42.8% owing to the increasing need for cost-effective and reliable communication solutions across healthcare organizations. VoIP enables seamless communication between healthcare professionals, patients, and administrative staff, improving efficiency in scheduling, consultations, and medical record management.

The anticipated expansion of telemedicine and remote healthcare services, which rely heavily on clear and uninterrupted voice communication, is expected to further boost demand for VoIP services. Additionally, advancements in internet infrastructure and the growing adoption of cloud-based solutions in healthcare are likely to increase the popularity of VoIP solutions, thereby contributing to the segment’s growth.

Technology Analysis

The hybrid held a significant share of 52.1% as healthcare organizations increasingly seek a balance between the flexibility of public cloud solutions and the security and control offered by private cloud infrastructure. The hybrid model enables healthcare organizations to manage sensitive patient data in private environments while leveraging the scalability and cost efficiency of public cloud services for less sensitive tasks.

The adoption of hybrid UCaaS solutions is projected to be driven by the growing need for data privacy and regulatory compliance, such as HIPAA in the US, which mandates secure handling of healthcare data. Furthermore, healthcare organizations are likely to adopt hybrid solutions to integrate legacy systems with new technologies, enhancing the overall performance of communication and collaboration tools.

Application Analysis

The telemedicine segment had a tremendous growth rate, with a revenue share of 47.6% as healthcare providers continue to embrace remote consultations, driven by the increasing demand for accessible and convenient healthcare services. Telemedicine offers patients the ability to consult with healthcare professionals from the comfort of their homes, reducing the need for physical visits and improving access to care, especially in rural and underserved areas.

This segment is expected to expand due to advancements in video conferencing, messaging, and collaboration tools, which enable real-time consultations and improved patient engagement. The rise in chronic diseases and the need for continuous monitoring are anticipated to further drive the growth of telemedicine as part of the broader healthcare communication ecosystem.

End-user Analysis

The hospitals & clinics segment grew at a substantial rate, generating a revenue portion of 58.9% due to their widespread adoption of cloud-based communication solutions to enhance operational efficiency and patient care. Hospitals and clinics are increasingly implementing UCaaS solutions to streamline internal communication, manage patient appointments, improve collaboration among healthcare teams, and provide remote care services.

The growing need for integrated communication solutions that support various functions, including telemedicine, patient engagement, and workforce management, is anticipated to drive the demand for UCaaS platforms. Additionally, hospitals and clinics are likely to continue adopting cloud-based technologies to reduce operational costs, comply with healthcare regulations, and improve patient outcomes, further contributing to the growth of the segment.

Key Market Segments

By Product Type

• Voice Over Internet Protocol
• Messaging Services
• Video Conferencing
• Contact Center Services
• Call Management

By Technology

• Public
• Hybrid
• Private

By Application

• Telemedicine
• Collaboration Tools
• Patient Engagement
• Workforce Management
• Healthcare Analytics

By End-user

• Hospitals & Clinics
• Health Insurance Providers
• Pharmaceuticals
• Diagnostic Laboratories

Drivers

Rising Adoption of Telehealth Services is Driving the Market

The increasing integration and widespread adoption of telehealth services significantly propels the unified communications as a service (UCaaS) in healthcare market. Telehealth platforms rely heavily on robust, secure, and integrated communication tools to facilitate virtual consultations, remote patient monitoring, and seamless communication between patients and providers. UCaaS solutions provide the underlying infrastructure for these services, encompassing video conferencing, secure messaging, and voice communication within a single, compliant platform.

According to a Mastermind Behavior Services report from March 2025, 74% of physicians utilized telehealth in 2022, a dramatic increase from earlier years, highlighting the rapid adoption of remote care solutions that necessitate integrated communication systems. This persistent shift towards virtual care models continues to drive the demand for UCaaS in healthcare.

Restraints

Cybersecurity and Data Privacy Concerns are Restraining the Market

Significant concerns regarding cybersecurity and the privacy of sensitive patient data act as a major restraint on the unified communications as a service (UCaaS) in healthcare market. Healthcare organizations handle highly confidential patient health information (PHI), making them prime targets for cyberattacks and data breaches. Integrating various communication channels into a single UCaaS platform, while offering convenience, also centralizes potential vulnerabilities if not adequately secured.

The HIPAA Journal reported in January 2025 that 725 data breaches of 500 or more records occurred in 2024, with hacking and other IT incidents accounting for 81.2% of these breaches, underscoring the severe risks. This constant threat of data compromise necessitates rigorous security measures and compliance, which can increase the complexity and cost of UCaaS implementation, thus moderating market growth.

Opportunities

Growth of Remote Patient Monitoring Creates Growth Opportunities

The rapid growth of remote patient monitoring (RPM) services is creating significant opportunities for the unified communications as a service (UCaaS) market in healthcare. RPM leverages advanced technologies to collect health data from patients outside of traditional clinical environments, allowing for continuous monitoring and management of chronic conditions, recovery progress, and general well-being.

As healthcare becomes increasingly decentralized, UCaaS provides the essential communication infrastructure to support these remote interactions. By enabling seamless video calls for virtual check-ups, secure messaging for patient inquiries, and integrated voice communication for immediate assistance, UCaaS platforms are facilitating real-time communication between patients, healthcare professionals, and caregivers. This functionality ensures that patients receive timely support, while healthcare providers can track progress, adjust treatments, and offer guidance remotely.

As RPM adoption increases, the need for robust, secure, and scalable communication platforms is growing, creating an expanding market for UCaaS in healthcare. These platforms enable healthcare providers to offer high-quality care in a cost-effective manner, reducing the strain on in-person visits and enhancing patient satisfaction.

Furthermore, UCaaS platforms allow healthcare professionals to access and exchange patient data in real-time, improving the accuracy and timeliness of medical interventions. With more healthcare systems adopting RPM solutions, UCaaS is set to play a crucial role in ensuring that these services are effectively integrated into the broader healthcare ecosystem, making it a key driver for growth in the market.

Impact of Macroeconomic / Geopolitical Factors

Macroeconomic factors significantly influence the unified communications as a service in healthcare market. Economic downturns can lead to reduced healthcare budgets, potentially slowing down investments in new IT infrastructure and cloud-based services like UCaaS. Healthcare organizations might prioritize essential services over technological upgrades during challenging economic times.

Conversely, periods of economic growth often facilitate greater investment in digital transformation, including the adoption of advanced communication solutions to enhance efficiency and patient care. Geopolitical considerations, such as data sovereignty concerns and regional trade policies, can also affect the choice of UCaaS providers and data center locations, impacting cross-border service delivery.

Despite these broader influences, the persistent drive for improved healthcare outcomes and operational efficiency within the healthcare sector ensures a fundamental demand for these integrated communication platforms.

Current US tariff policies can have a direct impact on the unified communications as a service in healthcare market. Tariffs on imported hardware components, such as servers, networking equipment, and other IT infrastructure essential for cloud data centers, can increase the operational costs for UCaaS providers. A May 2025 report from EHRinPractice indicated that the reimposition of broad tariffs on imported goods is leading to rising costs across medical technology and digital infrastructure. This could potentially translate into higher subscription fees for healthcare organizations utilizing these services, affecting affordability and adoption rates.

However, these tariffs could also encourage domestic manufacturing of IT infrastructure and software components within the US, potentially leading to a more resilient and localized supply chain for UCaaS providers in the long term, reducing dependency on foreign imports.

Latest Trends

Increasing Integration of Artificial Intelligence (AI) is a Recent Trend

A prominent trend shaping the unified communications as a service (UCaaS) market in healthcare is the increasing integration of Artificial Intelligence (AI). AI is transforming various aspects of healthcare communication and operational efficiency, playing a pivotal role in streamlining workflows and improving service delivery.

One of the most noticeable applications of AI within UCaaS platforms is the deployment of AI-powered chatbots, which are being used to handle patient inquiries, appointment scheduling, and administrative tasks, allowing healthcare providers to focus on more complex issues. These chatbots are capable of providing immediate responses to common questions, ensuring that patients receive timely information and reducing the burden on medical staff.

Another AI application is the use of virtual assistants, which help manage appointment bookings and reminders, allowing for smoother patient interactions and better management of healthcare calendars. Additionally, AI is being used for intelligent call routing, which ensures that patient queries are directed to the appropriate healthcare professional based on the nature of the inquiry. This AI-driven approach to communication not only enhances the speed and efficiency of healthcare delivery but also ensures that interactions are more personalized and responsive, improving the overall patient experience.

As AI technologies continue to evolve, the integration of these capabilities within UCaaS platforms is enhancing the functionality and flexibility of healthcare communication systems. This trend is contributing to the ongoing evolution of UCaaS offerings, with healthcare organizations increasingly adopting AI tools to improve patient care, optimize internal workflows, and reduce operational costs. As AI becomes more deeply integrated into UCaaS platforms, it is expected to further drive innovation and growth within the healthcare communications sector, making it a key component of the industry’s digital transformation.

Regional Analysis

North America is leading the Unified Communications as a Service in Healthcare Market

North America dominated the market with the highest revenue share of 42.6% owing to the increasing demand for enhanced care coordination and improved patient engagement. According to the US Bureau of Labor Statistics, remote work in the US rose to 19.9% by July 2023, up from 18.5% in April 2023, reflecting a broader trend toward flexible and hybrid work environments that UCaaS platforms help facilitate. This shift towards remote work has accelerated the need for cloud-based communication solutions that enable healthcare providers to deliver effective services across various settings, whether in-office, at home, or remotely.

Additionally, the Office of the National Coordinator for Health Information Technology (ONC) continues to emphasize the importance of interoperability in healthcare. UCaaS platforms play a crucial role in achieving this by integrating multiple communication channels, allowing healthcare providers to securely share information and collaborate with patients and other medical professionals. This seamless communication contributes to improved decision-making and more streamlined patient care, enabling healthcare systems to respond quickly and efficiently to patient needs.

Furthermore, with the increased focus on patient-centered care and the growing adoption of telehealth services, UCaaS solutions are becoming indispensable tools in providing timely, coordinated, and accessible care. The integration of secure messaging, video conferencing, and other communication tools within the UCaaS framework is also facilitating better engagement with patients, ultimately enhancing their healthcare experiences and outcomes. As a result, UCaaS in healthcare is poised for sustained growth in North America, driven by technological advancements and evolving healthcare needs.

The Asia Pacific region is expected to experience the highest CAGR during the forecast period

Asia Pacific is expected to grow with the fastest CAGR owing to the ongoing digital transformation in the region and an increasing adoption of cloud technologies across industries, including healthcare. The Asia-Pacific Economic Cooperation (APEC) reports that the digital economy in the region is growing at an annual rate exceeding 15%, presenting a robust foundation for the expansion of cloud-based solutions such as UCaaS. This trend is particularly noticeable in rapidly developing economies like India and China, where governments are actively promoting digital health initiatives and investing heavily in improving digital infrastructure.

These initiatives aim to enhance access to healthcare services, streamline communication between providers, and improve overall healthcare delivery. The growing digital infrastructure in countries like India, China, and Southeast Asia is creating a conducive environment for the adoption of advanced healthcare communication platforms. As digital health solutions become more mainstream, healthcare providers are increasingly turning to UCaaS platforms to improve internal workflows, enhance patient engagement, and optimize overall service delivery.

Additionally, the region’s large and diverse patient population presents unique challenges for healthcare providers, including the need for efficient and scalable communication solutions to support a wide range of care settings, from urban hospitals to rural clinics. Governments and private-sector companies are addressing these challenges by investing in cloud-based technologies that support the digitalization of healthcare services, including telemedicine, remote monitoring, and patient portals.

As these digital health solutions gain traction across Asia Pacific, the demand for UCaaS in healthcare is expected to accelerate, driven by the need for efficient, secure, and scalable communication platforms to support the region’s growing healthcare needs.

Key Regions and Countries

North America

• US
• Canada

Europe

• Germany
• France
• The UK
• Spain
• Italy
• Russia
• Netherland
• Rest of Europe

Asia Pacific

• China
• Japan
• South Korea
• India
• Australia
• New Zealand
• Singapore
• Thailand
• Vietnam
• Rest of APAC

Latin America

• Brazil
• Mexico
• Rest of Latin America

Middle East & Africa

• South Africa
• Saudi Arabia
• UAE
• Rest of MEA

Key Players Analysis

Key players in the unified communications as a service in healthcare market drive growth through strategic initiatives such as expanding product portfolios, enhancing interoperability, and forming strategic partnerships. They focus on developing integrated communication platforms that facilitate seamless collaboration among healthcare providers, improving patient care and operational efficiency.

Emphasis on data security and compliance ensures adherence to healthcare regulations, fostering trust among users. Additionally, companies invest in research and development to innovate and meet the evolving needs of the healthcare industry. These strategies collectively contribute to strengthening their market position and fostering long-term growth.

Cisco Systems Inc., a prominent player in this domain, offers a comprehensive suite of UCaaS solutions tailored for healthcare organizations. Founded in 1984 and headquartered in San Jose, California, Cisco provides integrated communication tools that support voice, video, and messaging services, enabling healthcare providers to deliver efficient and coordinated care. The company’s Webex platform facilitates secure virtual consultations, remote patient monitoring, and collaboration among multidisciplinary teams. Cisco’s commitment to innovation and quality service has positioned it as a trusted partner in the UCaaS healthcare market.

Top Key Players

• Vonage
• RingCentral
• Nextiva
• Mattermost
• Healius Ltd
• Fuze
• Dialpad
• Avaya

Recent Developments

• In February 2023, RingCentral Inc. strengthened its strategic partnership with Avaya Inc., a global communications provider, to enhance collaboration and communication. This partnership includes Avaya Cloud Office by RingCentral (ACO), Avaya’s exclusive UCaaS solution, continuing to serve millions of users globally, including healthcare payers, as part of Avaya’s ongoing transformation and recapitalization efforts.
• In November 2022, Healius Ltd, one of Australia’s prominent healthcare corporations, selected RingCentral Inc. to implement an integrated UCaaS and CCaaS solution. This investment is aimed at improving communication within Healius’ pathology and diagnostic imaging practices, enhancing the doctor-patient experience, and boosting workforce and operational efficiency.

Report Scope