Gartner Research

Critical Capabilities for Unified Communications as a Service

Published: 14 October 2024

Summary

Consolidation has continued in the UCaaS market, driven by product maturity, adoption of cloud office collaboration tools, and an AI arms race by the vendors. I&O leaders should use Gartner’s evaluation of the market across 11 critical capabilities and six use cases to help select a provider.

Included in Full Research

  • 8x8
  • Cisco
  • Dialpad
  • Google
  • GoTo
  • Microsoft
  • RingCentral
  • Sangoma
  • Vonage
  • Wildix
  • 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
  • Support For AI Capabilities
  • Telephony-Centric/Heavy Organizations
  • Collaboration-Centric Organizations
  • UC With Integrated Contact Center
  • Mobility and Remote Working
  • Large and Multinational Organizations
  • Midsize Enterprises

Analysts:

Rafael Benitez,  Megan Fernandez,  Christopher Trueman,  Pankil Sheth

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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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