Gartner Research

Critical Capabilities for Unified Communications as a Service, Global

Published: 27 December 2018

ID: G00345590

Analyst(s): Megan Fernandez , Rafael Benitez , Daniel O'Connell


UCaaS varies in the richness of feature functionality, scalability, regional coverage and ability to address different use cases. To assist application leaders in the UCaaS vendor selection process, this research evaluates 15 providers 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
    • Cisco (BroadSoft)
    • BT
    • Fuze
    • Google
    • Masergy
    • Microsoft
    • Mitel
    • NTT Group
    • Orange Business Services (Orange)
    • 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
    • Midmarket UC Requirement
    • Enterprise With Modest UC Requirement
    • Enterprise With Full UC Requirement
    • Multinational UC Requirement
    • Integrated Contact Center Requirement
  • Vendors Added and Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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