Gartner Research

Critical Capabilities for Unified Communications as a Service, Worldwide


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 nine critical capabilities and four use cases, to aid in their selection.

Published: 19 October 2021

ID: G00740720

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

Table Of Contents


Strategic Planning Assumptions

What You Need to Know


  • 8x8
  • Cisco
  • Dialpad
  • Fuze
  • Google
  • GoTo
  • Microsoft
  • Mitel
  • RingCentral
  • Sangoma
  • Vonage
  • Wildix
  • Windstream
  • Zoom
  • Telephony
  • Mobility and Applications
  • Meetings
  • Admin Portals
  • Installation and Integration
  • Service and Support
  • Packaging for Midsize Enterprises
  • Scalability for Large Enterprises
  • Contact Center Support
  • Midsize Enterprise
  • Large & Multinational Organizations
  • Mobility and Remote Working
  • UC with Integrated Contact Center

Inclusion Criteria

Gartner Recommended Reading

Note 1: Zoom/Five9 Exclusion

Critical Capabilities Methodology

Already a Gartner client?

Become a Client

This research is reserved for paying clients. Speak with a Gartner specialist to learn how you can access this research as a client, plus insights, advice and tools to help you achieve your goals.

Contact Information

All fields are required.

By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.