Gartner Research

Market Definitions and Methodology: Unified Communications, Contact Center and Digital Workplace Solutions

Published: 17 April 2019

ID: G00384832

Analyst(s): Sebastian Hernandez , Daniel O'Connell , Scott Morrison, Megan Fernandez , Tom Eagle


This definition guide provides the segmentation, methodology and definitions that Gartner uses for its forecasts for unified communications and markets adjacent to UC, such as contact center and digital workplace solutions.

Table Of Contents

What You Need to Know


Notable Changes


  • Demand
    • Firmographics
    • Workplace Policies
    • Business Sentiment
    • Budget
    • Enterprise Purchase Preferences
    • Features and Service Types
    • Delivery Model
    • Replacement Cycles
  • Supply
    • Regulation
    • Technology Transitions
    • Competitive Environment
    • Adjacent and Value-Added Services
    • Channel Strategies
    • Price
    • Product/Service Offerings
  • Macroeconomics and Geopolitics
  • Primary and Secondary Sources


  • Unified Communications, Contact Center and Digital Workplace Solution Reporting Metrics

High-Level Definitions and Segmentation

  • UC, Contact Center and Digital Workplace Solution Forecast Segmentation
    • Quarterly UC Forecast Coverage
    • Stand-Alone Forecast Coverage
  • Quarterly UC Forecast Definitions
  • Stand-Alone Digital Workplace Solutions and Contact Center Definitions
  • End-User Spending Metrics
    • Quarterly UC End-User Spending Metrics
    • Stand-Alone Digital Workplace Solutions and Contact Center End-User Spending Metrics
  • Geographical Coverage

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