Gartner Research

Critical Capabilities for Unified Communications as a Service, Global

Published: 14 October 2019


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.

Included in Full Research

  • 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
  • Critical Capabilities Rating

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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