Gartner Research

Critical Capabilities for Unified Communications as a Service, Global

Published: 14 October 2019

ID: G00354845

Analyst(s): Christopher Trueman , Rafael Benitez , Sebastian Hernandez, Daniel O'Connell , Megan Fernandez


UCaaS offerings vary in features, functionalities, scalability, regional coverage, support and the ability to address specific use cases. To help application leaders choose UCaaS providers, we have evaluated 12 vendors, based on 10 critical capabilities and five use cases.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • 8x8
    • ALE
    • Cisco
    • Dialpad
    • Fuze
    • Google
    • LogMeIn
    • Microsoft
    • Mitel
    • RingCentral
    • StarBlue
    • Windstream
  • Context
    • Telecommunication Service Providers
    • Technology Vendors
    • Application Specialists
    • System Integrators
  • 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 Enterprises
    • Scaled for Large-Enterprise Support
    • Integrated Contact Center Support
  • Use Cases
    • Midmarket UC Requirement
    • Enterprise With Full UC Requirement
    • Enterprise With Modest UC Requirement
    • Integrated Contact Center Requirement
    • Multinational UC Requirement
  • Vendors Added and Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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