Gartner UCaaS Magic Quadrant 2024 Report

Microsoft has became stronger with its telephony capabilities, with a more robust 99.999% service level agreement for Teams Phone, making it a compelling option for organizations seeking a seamless integration with their existing workplace tools. However, Microsoft still lacks advanced Contact Centre solutions; Gartner also said that Microsoft’s voice options (Direct Routing, Operator Connect, Teams Phone Mobile, etc.) often confuse businesses.

 Gartner mentioned Cisco’s Webex suite remains a popular choice for large enterprises, mainly because of its AI credentials.

However, its complexity and reliance on channel partners might pose challenges for some buyers, particularly SMBs.

RingCentral received praise for its bundled UCaaS (RingEX) and CCaaS (RingCX) offerings, which were further enhanced with AI capabilities through RingSense.

However, Gartner said RingCentral’s focus on telephony might limit its appeal in a collaboration-driven market.

Zoom, another leader in bundled offerings, has consistently impressed with its user experience and focus on support.

As Zoom’s licensing encourages buyers to purchase the entire Zoom Workplace UCaaS offering, that's why customers often choose competing vendors for collaboration or Contact Centre services.

According to Gartner, 8×8’s strengths include its suitability for companies bundling UCaaS and CCaaS solutions without complex Contact Centre needs, typically with fewer than 300 agents.

The analyst also stated that 8×8 is well-positioned to offer feature-rich, telephony-centric UCaaS for organizations using Microsoft Teams or other cloud-based software.

GoTo was praised for its affordable solution for SMBs with basic communication needs. However, its restricted geographic reach and underdeveloped Contact Centre features might reduce its appeal to larger organization customers.

Gartner praised Dialpad for its AI credentials, which give it “unique access” to Google’s generative AI resources.

Vonage is praised for its integrations across UCaaS, CCaaS, and CPaaS, positioning it well for SMB customers. However, despite making positive strides upmarket, it struggles to gain recognition in the enterprise space.

Sangoma, meanwhile, is competitive in pricing and bundled services. It mainly serves SMBs, but it faces challenges with its limited presence outside North America and gaps in meeting and messaging features.