Gartner Research

Critical Capabilities for Unified Communications as a Service, Worldwide

Published: 17 November 2020

ID: G00464243

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


UCaaS offerings vary in features, functionality, scalability, regional coverage, support and ability to address specific use cases. Application leaders can use this report, which evaluates 14 vendors in relation to 10 critical capabilities and five use cases, to aid their selection.

Table Of Contents


Strategic Planning Assumptions

What You Need to Know


  • 8x8
  • Alcatel-Lucent Enterprise
  • Cisco
  • Dialpad
  • Fuze
  • Google
  • LogMeIn
  • Microsoft
  • Mitel
  • RingCentral
  • Star2Star
  • Vonage
  • Windstream
  • Zoom
  • Telephony
  • Mobility
  • Meetings (Conferencing)
  • Customer Self-Provisioning Portals
  • Installation and Integration
  • Hybrid Capabilities
  • Customer Service and Support
  • Packaging for Midsize Enterprises
  • Scalability for Large Enterprises
  • Integrated Contact Center Support
  • Midsize Enterprise
  • Large Enterprise
  • Mobility and Remote Working
  • Integrated Contact Center
  • Multinational Organization

Inclusion Criteria

Gartner Recommended Reading

Critical Capabilities Methodology

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