Magic Quadrant for Unified Communications as a Service
Gartner defines unified communications as a service (UCaaS) as a multitenant, subscription-based service that is cloud-delivered, and provides business telephony features, external PSTN connectivity that allows for inbound or outbound calling, and collaboration capabilities such as messaging and meetings. UCaaS services can be consumed by end users with traditional handsets, desktop clients, meeting room systems, and mobile apps.
Vendors must, among other requirements:
A: This research evaluates UCaaS providers that develop and operate cloud-based unified communications services offering business telephony, meetings, messaging, mobility, and contact center capabilities. The Magic Quadrant assesses vendors based on their ability to execute and completeness of vision, covering must-have capabilities (telephony, meetings, messaging) and standard capabilities (software apps, contact center, QoS monitoring, APIs). The evaluation includes vendors serving organizations of all sizes across multiple geographic regions with significant user bases and revenue.
A: I&O leaders and digital workplace application leaders should use this research when selecting UCaaS providers that align with their organization's specific needs. It is particularly valuable for organizations planning to migrate from premises-based UC systems to cloud services, those seeking to consolidate communications and collaboration tools, and enterprises evaluating providers for multi-regional deployments. The research helps buyers understand vendor strengths and cautions across different use cases, organization sizes (SMB, midsize, large enterprise), and geographic requirements.
A: Mandatory features for vendors included in this market are: (1) Self-developed telephony with enterprise features, PSTN connectivity, and emergency calling services; (2) Self-developed meetings capability including multiparty audio/video conferencing with content sharing, in-meeting messaging, file-sharing, and recording accessible via desktop, mobile, web apps and meeting room systems; (3) Self-developed messaging allowing richly formatted instant messages, personal and team messaging modes, presence and status indicators, federation capabilities, and SMS integration; (4) Self-developed desktop, mobile and web client apps; (5) Self-developed administrative portals; (6) Bundled contact center functionality (may be self-developed or from technology partner); and (7) Integrated QoS monitoring and reporting (may be self-developed or from technology partner).
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A: Ability to Execute evaluates vendors on the quality and efficacy of their current processes, systems, methods and procedures that enable competitive, efficient and effective performance impacting revenue, retention and reputation. It focuses on present capabilities including product/service quality, viability, sales execution, market responsiveness, marketing execution, customer experience, and operations. Completeness of Vision evaluates vendors on their ability to convincingly articulate logical statements about the market's current and future direction, innovation, customer needs and competitive forces. It focuses on strategic thinking and future direction including market understanding, marketing strategy, sales strategy, product strategy, business model, vertical/industry strategy, innovation, and geographic strategy.