Gartner Research

Critical Capabilities for Unified Communications as a Service, Global

Published: 28 November 2016

ID: G00316303

Analyst(s): Megan Fernandez , Bern Elliot , Steve Blood , Daniel O'Connell


UCaaS products vary in richness of services, scalability, functionality, regional coverage, and ability to address different use cases. To assist infrastructure and operations leaders in their UCaaS vendor selection process, we evaluated 16 vendors using 10 critical capabilities and five use cases.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • 8x8
    • AT&T
    • BT
    • Fuze
    • Google
    • Interoute
    • Microsoft
    • Mitel
    • NTT Communications (Arkadin)
    • Orange Business Services
    • RingCentral
    • ShoreTel
    • Star2Star
    • Verizon
    • Vonage
    • West
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Telephony
    • Mobility
    • Conferencing (A/V/W)
    • Customer Self-Provisioning Portal
    • Installation and Integration
    • Hybrid Capabilities
    • Customer Service and Support
    • Packaged for Midsize Enterprise
    • Scaled for Large-Enterprise Support
    • Multinational Support
  • Use Cases
    • Midmarket UC Requirement
    • Large-Enterprise, Modest UC Requirement
    • Large-Enterprise, Full UC Portfolio Requirement
    • Multinational UC Requirement
    • Hybrid UC Requirement
  • Vendors Added and Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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