Gartner Research

Critical Capabilities for Unified Communications as a Service, Worldwide

Published: 29 November 2022


UCaaS offerings vary in features, functionality, scalability, regional coverage, support and proficiency to support specific use cases. I&O leaders can use this report, which evaluates 12 vendors in relation to nine critical capabilities across four use cases, to aid in their selection.

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Key Findings
  • Adoption of unified communications as a service (UCaaS) continues to grow across all market segments. From 2022 through 2026, the extent to which organizations deploy cloud telephony will increase from about 35% of overall telephony users to 55%.

  • UCaaS offerings differ significantly in terms of regional coverage, price, enterprise telephony capabilities, richness of personal and team collaboration functionality, integrated contact center capabilities, and self-service administration portal capabilities.

  • UCaaS vendors may be adopted for full UC functionality, but are also commonly adopted for telephony and voice services alone. Vendors are most often differentiated by their advanced telephony and meeting features, integrated

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  • 8x8
  • Cisco
  • Dialpad
  • Google
  • GoTo
  • Microsoft
  • 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

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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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