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.
Included in Full Research
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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Strategic Planning Assumptions
- Mobility and Applications
- 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
Gartner Recommended Reading
Critical Capabilities Methodology