Gartner Research

Critical Capabilities for Unified Communications as a Service, Global

Published: 23 October 2017

ID: G00335280

Analyst(s): Bern Elliot , Rafael Benitez , Daniel O'Connell


UCaaS products vary in richness of services, scalability, functionality, regional coverage and ability to address different use cases. To assist application leaders in their UCaaS vendor selection process, we evaluated 15 vendors using 10 critical capabilities and four use cases.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • 8x8
    • AT&T
    • BroadSoft
    • BT
    • Fuze
    • Google
    • Masergy
    • Microsoft
    • Mitel
    • NTT Group
    • Orange Business Services
    • RingCentral
    • Star2Star
    • Verizon
    • West
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Telephony
    • Mobility
    • Meetings (Conferencing)
    • Customer Self-Provisioning Portals
    • Installation and Integration
    • Hybrid Capabilities
    • Customer Service and Support
    • Packaged for Midsize Enterprise
    • Scaled for Large Enterprise Support
    • Integrated Contact Center Support
  • Use Cases
    • Enterprise UC Requirement
    • Midmarket UC Requirement
    • Hybrid UC Requirement
    • Integrated Contact Center Requirement
  • Vendors Added and Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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