Gartner Research

Planning, Selecting and Deploying Unified Communications and Collaboration Primer for 2018

Published: 23 January 2018

ID: G00344106

Analyst(s): Drew Kraus , Mike Fasciani


UCC solutions support the needs of whole enterprises, workgroups, individual users, customers and partners. Application leaders responsible for UCC must balance offerings from strategic megavendors with best-of-breed "point" solutions to gain agility and competitive differentiation.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do we develop a UCC strategy and roadmap driven by business priorities, together with business partners?
    • How do we select and deploy UCC technologies from the many vendor portfolios and best-of-breed offerings?
    • How do we account for key emerging technologies, such as AI, mobile and cloud, as part of our UCC strategy?
    • How do we enable innovation within business units and workgroups, while keeping crucial UCC functions running?
    • How do we evolve our contact center to support changing interaction preferences and better business processes?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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