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SPARK Matrix™: Unified Communication as a Services, 2021

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Unified Communication as a Services vendor offers functionalities to enhance the end-user experience, integrate native mobile capability, performance dashboard, and management portal. UCaaS providers also offer self-developed (or developed by technology providers) and operated solutions that can provide capabilities like messaging, mobility, meeting, and monitoring to understand the quality of services offered to customers. Additionally, some UCaaS providers manage the storage and networking of back-end services while supporting the security and up-gradation of the solution. The solution also offers other cloud service characteristics to share infrastructure which includes data sharing, network resource sharing, and computing.

Quadrant Knowledge Solutions’ UCaaS market research includes detailed global market analysis. It mainly comprises short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market and the overall market adoption rate. It aims to provide strategic information for technology vendors to enhance their understanding of the market and support their growth strategies by evaluating different vendors’ capabilities, competitive differentiation, and market position.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix includes ranking and positioning of the leading unified communication as a services (UCaaS) vendor with a global impact, including – 8×8, Alcatel-Lucent Enterprise, AT&T, BT, Cisco, Comcast, Dialpad, Fuze, Google, Intrado, LogMeIn, Lumen, Microsoft, Mitel, Nextiva, Orange Business Services, RingCentral, Star2Star, Spectrum Enterprise, Tata Communications, Verizon, Vonage, Windstream, Zoom.

According to Sofia Ali, Analyst at Quadrant Knowledge Solutions, “The UCaaS vendors continue to strengthen their capabilities and leverage their emerging technology trends by including – phone, data sharing, team messaging, partnership, reporting, and dashboard. The UCaaS vendors are also making a significant investment in emerging technologies like AI and NLP that enable advanced capabilities in its solution. Thus, the demand for the UCaaS is rapidly growing as it offers shared tools like provisioning and performance and network management while providing per user/month pricing that allows organizations to increase or decrease the number of users or infrastructure.”

2021 Unified Communication as a Services SPARK Matrix
Source: Quadrant Knowledge Solutions


Table of Contents

Executive Overview

  • Key Research Findings

Market Overview and Technology Trends

Factors Influencing Technology Development and Market Growth

Market Adoption Trends

Competition Landscape and Analysis 

  • Competitive Overview and Analysis
  • Key Competitive Factors and Technology Differentiators

SPARK Matrix™: Unified Communication as a Service Market

Vendor Profiles

Research Methodologies


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