Frost Radar™: Unified Communications-as-a-Service Market in Latin America and the Caribbean, 2021

Frost Radar™: Unified Communications-as-a-Service Market in Latin America and the Caribbean, 2021

The COVID-19 pandemic disrupted the world in 2020 and affected the unified communications as a service (UCaaS) market and the overall collaboration landscape. While the tremendous economic downturn and the loss of millions of jobs (potential users) in Latin America and the Caribbean (CALA) had a negative impact on the markets, the demand for remote enterprise communications substantially increased in this new environment. As most companies shifted to remote work, they realized the need to emulate face-to-face collaboration and streamline communications. To do this, many organizations turned to UCaaS; as a result, the CALA UCaaS market achieved a double-digit year-over-year user count growth (only slightly below of Frost & Sullivan’s pre-pandemic forecast for the year).

The CALA UCaaS market exhibited double-digit growth in 2020, driven by the need to streamline enterprise communications to support remote work environments. Future growth is forecast to be in the double digits too, driven by the growing number of offerings, the increasing acceptance of the cloud as a proven modality for technology consumption, and a greater branding and relevance of UCaaS solutions (both to customers and service providers). Significant growth is expected in several market segments, including midsize companies; banks, insurance, and financial services; retail and consumer goods; professional services; manufacturing; government; healthcare; education; and travel and hospitality.

A hybrid work environment will be a fundamental driver for this market in the next few years. In the post-pandemic world, many employees will perform tasks from home or another remote location.

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.


  • Strategic Imperative and Growth Environment
    • Strategic Imperative
    • Growth Environment
  • Frost Radar™ CALA Unified Communications-as-a- Service Market
    • Frost Radar™: CALA UCaaS Market
    • Frost Radar™: Competitive Environment
  • Companies to Action
    • Alestra
    • Algar Telecom
    • C&W Business
    • C3ntro Telecom
    • Claro Chile
    • Claro Colombia
    • Digicel
    • Embratel
    • Entel
    • ETB
    • Intergrupo
    • IPLAN
    • Lumen (Previously CenturyLink)
    • MCM Telecom
    • Movistar Empresas Chile
    • Movistar Empresas Colombia
    • Movistar Empresas Perú
    • NTT
    • Olitel
    • Orange Business Services
    • Softline
    • Telmex
    • Tigo Business
    • Vivo Empresas
  • Strategic Insights
  • Next Steps: Leveraging the Frost Radar™ to Empower Key Stakeholders
    • Significance of Being on the Frost Radar™
    • Frost Radar™ Empowers the CEO's Growth Team
    • Frost Radar™ Empowers Investors
    • Frost Radar™ Empowers Customers
    • Frost Radar™ Empowers the Board of Directors
  • Frost Radar™ Analytics
    • Frost Radar™: Benchmarking Future Growth Potential

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