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Unified Communications as a Service

Unified Communications as a Service Reviews and Ratings

What are Unified Communications as a Service?

Gartner defines unified communications as a service (UCaaS) as a multitenant, subscription-based service that is cloud-delivered. It provides business telephony features; public switched telephone network (PSTN) connectivity that enables inbound and/or outbound external calling; and collaboration features, such as messaging and meetings. UCaaS services can be consumed by end users with traditional handsets, desktop clients, web clients, meeting room systems and mobile apps.

UCaaS is used by organizations to securely communicate and collaborate — both internally and externally. It includes telephony, messaging and meetings. UCaaS providers may offer variations of each of the three core modes of communication and also offer a range of cloud contact center functionalities, either self-developed or through integration/partnerships with cloud contact center specialists.

Gartner’s definition of meetings for the UCaaS market mostly focuses on the capabilities for internal collaboration, work from home and external presentation meeting use cases. Other specialized use cases — such as webinar, remote support, distance learning and training — are often available from UCaaS offerings, but are not mandatory for inclusion in this research. These use cases are part of a separate market defined by Gartner (the meeting solutions market).

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Logo of Microsoft Teams

Microsoft Teams

By Microsoft

4.5
(1550 Ratings)

Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft is dedicated to advancing human and organizational achievement.

Microsoft Security helps protect people and data against cyberthreats to give peace of mind.

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RingEX

By RingCentral

4.4
(716 Ratings)

RingCentral, Inc. (NYSE: RNG) is a global provider of cloud-based business communications and collaboration solutions that seamlessly combine phone, messaging, video meetings, events, and contact center.

RingCentral empowers businesses with AI-first conversation intelligence, and unlocks rich customer and employee interactions to gain insights and accelerate business outcomes.

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Microsoft Skype for Business Online (Legacy)

By Microsoft

4.3
(687 Ratings)

Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft is dedicated to advancing human and organizational achievement.

Microsoft Security helps protect people and data against cyberthreats to give peace of mind.

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Nextiva Unified Customer Experience Management Platform

By Nextiva

4.6
(668 Ratings)

Nextiva is a company specializing in business communication solution. It offers an integrated platform where all business discussions can be conducted, which in turn, facilitates improved customer experiences. Their main business problem solved is the disjointed nature of business communications. The majority of their operations are in North America, and their financial support is received from Goldman Sachs. The company's value at the recent financial evaluation was calculated to be $2.7B.

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Webex Suite

By Cisco Systems

4.4
(539 Ratings)
customers choice 2025

Cisco is a company that specializes in networking technologies, particularly Internet Protocol (IP)-based solutions. It was established in 1984 by a group of computer scientists from Stanford University. As of today, Cisco has a global workforce, continuing to innovate in various fields, notably in routing and switching. Adding to its core business, the company also delves into emerging technologies including home networking, IP telephony, optical networking, security features, storage area networking, and wireless technology. Moreover, Cisco extends its expertise to offer a sweeping range of services such as technical support and advanced services. The company sells its products and services on an enterprise level, to commercial businesses, service providers, and end-users.

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Logo of Vonage Business Communications (VBC)

Vonage Business Communications (VBC)

By Ericsson (Vonage)

4.5
(379 Ratings)

Vonage, established in 2001, and later acquired by Ericsson in 2022, specializes in enhancing communications to keep global enterprises competitive. The company's key services include unified communications, contact centers, and programmable communications APIs. All these are built on a highly adaptable cloud communications platform to ensure flexibility, intelligence, and personalization. The organization has its head office located in Holmdel, New Jersey.

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Dialpad Connect

By Dialpad

4.5
(359 Ratings)

Dialpad is a customer intelligence platform leveraging artificial intelligence. Its major focus is centered around transforming the way individuals collaborate and work together. The platform encompasses an advanced AI contact center, AI sales, AI voice, AI meetings, and AI messaging. The primary problem that Dialpad seeks to solve is ameliorating productivity, collaboration, and customer satisfaction via real-time AI insights.

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8x8 Work

By 8x8

4.7
(271 Ratings)

8x8, Inc. connects people and organizations through seamless communication on an integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.

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Microsoft 365

By Microsoft

4.4
(186 Ratings)

Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft is dedicated to advancing human and organizational achievement.

Microsoft Security helps protect people and data against cyberthreats to give peace of mind.

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Google Workspace

By Google

4.5
(150 Ratings)
customers choice 2025

Googlers is a company that creates products intended to create opportunities for an extensive audience, regardless of their location across the globe. The company values diverse perspectives, imaginations and non-conformity to predefined norms and impossibilities. The goal is to build products while incorporating uniqueness of each individual involved in this process, aiming to make their products accessible and useful to all.

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Zoom Workplace

By Zoom

4.5
(141 Ratings)
customers choice 2025

Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like Team Chat, Phone, Meetings, omnichannel cloud Contact Center, AI Companion, Whiteboard, and more, in one offering.

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Tata Communications GlobalRapide

By Tata Communications

4.5
(109 Ratings)

Tata Communications is a global organization that facilitates the digital transformation of businesses. The company is key in processing around 30% of global internet routes, and has a pivotal role in connecting firms to prominent cloud service providers. As a long-standing player in the India's digital evolution, the company has been instrumental in the adoption of digital services over the last quarter of a century. Tata Communications acknowledges that connectivity is a fundamental necessity for the economy, and is dedicated to serving industry leaders in this new era of communication. In 2020, the company introduced 'Secure Connected Digital Experience' (SCDx), developed to address the increasing global demand for new operational methods. This includes the accelerated shift towards remote working, rising digital commerce, increasing security threats, and the move to more contactless experiences. The company operates in over 200 countries worldwide.

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GoTo Connect

By GoTo

4.7
(106 Ratings)

LogMeIn, Inc. is focused on facilitating contemporary workforce dynamics by enabling remote work on a global scale. As a major player in the development of remote work technology, LogMeIn offers solutions that allow individuals and businesses to work effectively, irrespective of their locations. It has developed notable product portfolios geared towards creating dependable tools for remote work, including GoToMeeting, LastPass, RescueAssist, LogMeIn Pro, and Central. With a growing user base, the company operates internationally with its headquarters in Boston and additional locations across different continents.

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Wildix Unified Communications & Collaboration

By Wildix

4.6
(96 Ratings)

Wildix provides a cloud-first Unified Communications and Collaboration (UCaaS) platform that supports voice, video, and messaging across multiple channels and devices. Headquartered in Europe, Wildix operates in over 135 countries through a partner-based distribution model. The platform is designed for organizations across various industries and work environments, including frontline, remote and hybrid and remote teams. It offers integration capabilities, tools to support workflow efficiency and a focus on secure and scalable deployment.

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Fuze (Legacy)

By 8x8

4.1
(58 Ratings)

8x8, Inc. connects people and organizations through seamless communication on an integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.

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Unified Communications and Collaboration as a Service

By Verizon

4.3
(54 Ratings)

The company focuses on creating a unique network that stretches across the globe, operating both in the foreground and the background. This organization prides itself on anticipating needs and leading initiatives, with the understanding that valuable insights and learning often result from attentive listening. The company is dedicated to effecting positive change and propelling the world forward, offering an engaging career opportunity for those who are determined and driven by a meaningful purpose.

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Office Suite UC

By Windstream

4.1
(43 Ratings)

Windstream Holdings operates as a private communication and software organization. It provides businesses in the United States with high-capacity bandwidth, transport services and managed communication services such as SD-WAN and UCaaS. Furthermore, the company delivers premium broadband, entertainment and security services through an advanced fiber network and offers 5G fixed wireless service. These services are predominantly targeted towards consumers and small to mid-sized businesses, primarily based in rural regions across 18 States. Through Windstream Wholesale, the company also establishes partnerships with carriers, content and media providers, federal government agencies and large-scale companies to provide custom wave and transport solutions.

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Business Voice & Business Voice+

By Sangoma

4.5
(38 Ratings)

Sangoma is an established Communications as a Service (CaaS) provider. Its primary aim is to empower diverse businesses by facilitating crucial connections to processes and individuals. Since its establishment, Sangoma has developed a diverse portfolio consisting of numerous solutions, services, and support, enabling it to securely excel in the communications field. Its primary focus lies in offering a blend of reliability and flexibility via its business platform. Sangoma's contributions encompass various sectors such as Small to Medium-sized Businesses (SMBs), enterprises, carrier networks, as well as contact center and data communication applications. It is listed on two major stock exchanges – the Toronto Stock Exchange and NASDAQ.

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Logo of UC One (Legacy)

UC One (Legacy)

By Cisco Systems

4.9
(38 Ratings)
customers choice 2025

Cisco is a company that specializes in networking technologies, particularly Internet Protocol (IP)-based solutions. It was established in 1984 by a group of computer scientists from Stanford University. As of today, Cisco has a global workforce, continuing to innovate in various fields, notably in routing and switching. Adding to its core business, the company also delves into emerging technologies including home networking, IP telephony, optical networking, security features, storage area networking, and wireless technology. Moreover, Cisco extends its expertise to offer a sweeping range of services such as technical support and advanced services. The company sells its products and services on an enterprise level, to commercial businesses, service providers, and end-users.

Show More Details
Logo of MiCloud Connect (Legacy)

MiCloud Connect (Legacy)

By Mitel

4.3
(34 Ratings)

Mitel is a company that handles approximately two billion connections on a daily basis. Their primary goal is to assist businesses in developing their internal and external communication by providing solutions that enable efficient collaboration and customer service.

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Features of Unified Communications as a Service

Updated October 2025

Mandatory Features:

  • Messaging features: The following capabilities must be included, at a minimum: 1. The ability to enable users to exchange richly formatted instant messages (IMs) with emojis, images, file attachments and links in real time. 2. Support for personal messaging for 1:1 communication (also known as “chat”), as well as team messaging for groups using conversational user experiences. 3. Support for presence and status indicators that allows users to view the availability and status of other users and resources in their organizations.

  • Enterprise telephony features: This functionality must be supported through physical IP phones, physical analog phones; analog devices (e.g., fax machines and fire alarm panels); desktop apps; web apps; or mobile apps. It must include at least the following features: 1. Emergency calling services with notifications connectivity to the PSTN. 2. Survivability 3. Basic internal or external calling 4. Call forwarding 5. Call transfer 6. Shared-line call appearances 7. Voicemail 8. Call logging 9. Call recording 10. Encryption 11. Account codes 12. Hunt groups 13. Queues with announcements 14. Attendant consoles (for receptionists) 15. Delegation (for administrative assistants) 16. Auto attendants 17. Interactive voice responses (IVR) for self-service 18. Hot desking (used in shared workspaces)

  • Meeting functionality: These features must be accessible via desktop app, mobile app, web app or meeting room systems. They must include at least the following features: 1. Multiparty audio/video conferencing with content sharing (screen and application sharing) 2. In-meeting messaging 3. File sharing 4. Customizable layouts 5. Closed captioning 6. Meeting summaries 7. Recording 8. Virtual backgrounds 9. Breakout session support 10. Reactions and other social engagement features

Peer Lessons Learned for Unified Communications as a Service

Published June 2025

These lessons focuses on the responses to the questions: “If you could start over, what would your organization do differently?” and “What one piece of advice would you give other prospective customers?”

Peer Lessons Learned for Unified Communications as a ServiceLessons learned by your peers shared on Gartner Peer Insights for Unified Communications as a ServicePeer Lessons Learned for Unified Communications as aServiceLesson 1LESSON1Outline Your Organization's UCaaS Needs;Ensure Stakeholder Buy-InLesson 2LESSON2Evaluate UCaaS Offerings Through Demos;Analyze Integration Capabilities for ScalabilityLesson 3LESSON3Provide In-Depth UCaaS Training and HostOnboarding Sessions to Maximize UserAdoptionLesson 4LESSON4Standardize Processes and Check DataReadiness Ahead of the UCaaS SolutionImplementationLesson 5LESSON5Utilize In-House and Third-Party Expertise toImplement the UCaaS Solution Incrementallyn = 341Source: Reviews (341) submitted to Gartner Peer InsightsID: 6656434Gartner ®
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Gartner Research

Magic Quadrant for Unified Communications as a ServiceCritical Capabilities for Unified Communications as a Service
Gartner Peer Insights 'Voice of the Customer': Unified Communications as a Service

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Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.

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