Gartner Research

Cloud-Based UC Services: A Tactical Path to Achieve Contextual Collaboration?

Published: 12 June 2012

ID: G00228725

Analyst(s): Mark Cortner


The implementation of unified communications as a service (UCaaS) represents a tactical path to unified communications (UC) that enterprises may leverage. However, technical professionals must be aware that these offerings do not necessarily provide the same functionality as their software counterparts, and they may create challenges.

Table Of Contents


  • Baseline and Context
    • What Is UC?
    • What Is Unified Communications as a Service?
    • Who Provides UCaaS?
  • UCaaS Architecture Models
    • Public UCaaS Architecture
    • Private UCaaS Architecture
    • Hybrid Public UCaaS Architecture
    • Hybrid Private UCaaS Architecture
    • Summarized Comparison of UCaaS Architecture Models
  • Two Popular Scenarios: Cisco and Microsoft
    • Cisco HCS
    • Microsoft Lync Online
  • UCaaS Benefits
    • Reduced Capital Investment
    • Expedited Timeline to Provide UC Environment
    • Aligned With Broader Cloud Computing Strategies
    • Enhanced Agility and Flexibility to Extend Services
  • UCaaS Risks
    • Potentially Higher TCO
    • Reduced Functionality
    • Limited Geographic Footprint
    • Limited Endpoint Options
    • Limited Interoperation and Federation
    • Complex Security and Compliance Controls
    • Conflicted Organizational Objectives and Goals
  • Strengths
  • Weaknesses
  • Separate Strategy From Implementation
  • Evaluate Implications to Planned/Projected Integrations
  • Assess Full Implementation Process to Calculate Costs
  • Align Cloud-Based UC Services With Use Case Scenarios

The Details

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