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

Summary

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

Analysis

  • 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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.