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.
Why read this RadarView?
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.
Featured providers
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.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–7)
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- Defining UCaaS platforms
- Key UCaaS platform trends shaping the market
- RadarView assessment
The current state (Pages 8–12)
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- Shift to a work-from-home model spiked demand
- Education and healthcare led in UCaaS adoption
- UCaaS is increasingly combined with CRM
- Microsoft Teams integration deepened
UCaaS provider initiatives (Pages 13–16)
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- Augmented automation, security, and storage capabilities
- Introduced industry-specific features, solutions, and forums
- Continued ecosystem approach to drive community engagement
- Executed initiatives in response to COVID-19
RadarView overview (Pages 17–22)
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- Methodology and coverage
- Interpretation of classification
- RadarView assessment
Platform provider profiles (Pages 23–53)
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- Featured platform providers: 8×8, Cisco, Dialpad, Fuze, Google, LogMeIn, Microsoft, Mitel, Nextiva, RingCentral, Sangoma (Star2Star), Slack, Vonage, Windstream, and Zoom
Authors (Page 55)
Read the Research Byte based on this report.
