The report addresses the need for enterprises to replace their telephony infrastructure with a modern cloud communication platform and identify the right UCaaS providers to partner with. It covers key trends shaping the market and Avasant’s viewpoint on the market’s direction for UCaaS platform providers over the next 12 to 18 months.
The report also features RadarView profiles of the 15 platform providers, including their solutions, offerings, and experience in assisting enterprises with the transformation of their communications systems. It is also a good reflection of how companies are embracing automation tools, incorporating chatbots with their IT service management (ITSM), customer relationship management (CRM), or enterprise resource planning (ERP) tools through built-in connectors to generate insights and drive follow-up action.
Amid the pandemic, UCaaS platforms were a key factor in business continuity and enabled many enterprises to transform their business models. Organizations are moving away from isolated hosted chat or calling applications toward an integrated approach to UCaaS. This was especially seen in the education and healthcare industries, as they transitioned to online courses and telehealth services.
This report is designed to help enterprises define their approach for telephony modernization and identify the right platform to support them. It assesses UCaaS platform providers across the key dimensions of product maturity, enterprise adaptability, and innovation road map.
This RadarView includes an analysis of the following UCaaS platform providers: 8×8, Cisco, Dialpad, Fuze, Google, LogMeIn, Microsoft, Mitel, Nextiva, RingCentral, Sangoma (Star2Star), Slack, Vonage, Windstream, and Zoom.
Avasant follows a multipronged approach to gather the practitioner’s insights. This includes extensive and ongoing interviews and discussions with subject matter experts, Avasant distinguished fellows, and advisors involved in strategy development for communications infrastructure.
Avasant evaluated more than 30 UCaaS platform providers across the dimensions of product maturity, enterprise adaptability, and innovation road map to recognize 15 providers that have brought the most value to the market over the last 12 months.
About the report (Page 3)
Executive summary (Pages 4–7)
The current state (Pages 8–12)
UCaaS provider initiatives (Pages 13–16)
RadarView overview (Pages 17–22)
Platform provider profiles (Pages 23–53)
Authors (Page 55)
Read the Research Byte based on this report.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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