New Gartner UCaaS Magic Quadrant ID's 2023 Industry Leaders
RingCentral, Microsoft and Vonage are here. See who else made the prestigious "Magic Quadrant" and why.
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8x8 has had an odd year, losing a channel chief, gaining a provisional one, then having a long-term one installed before the year's end. Despite all that, it is a leader in Gartner's eyes.
It was named a leader for fresh features like granular telephony SPAM blocking and for its market positioning.
8x8 also has a balanced customer base across all market segments.
The Gartner UCaaS report for 2023 UCaaS industry leaders highlights Cisco's global network of partners, including MSPs, SIs and telecom operators, with the company recently making enhancements to its voice queues at no extra charge.
Gartner writes, "Cisco is one of the few UCaaS vendors — and the only vendor classed as a Leader that can deliver a complete, self-developed UC portfolio."
Microsoft graces the Gartner UCaaS report for its Teams offering, with the company recently adding pay-as-you-go calling plans in some geographies with minimal external calling.
Gartner calls Microsoft Teams "the most popular choice in the UCaaS market." Teams boast some 320 monthly users.
RingCentral enhanced its RingSense AI platform with speaker identification and interaction analytics.
In the Gartner UCaaS report, the firm comments that its RingCX contact center platform has more than 20 digital channels, and notes that the company continues to invest in third-party application integration to deliver UCaaS capabilities via no/low/pro-code.
The ever-popular Zoom has a contact center offering some 600 features, which is impressive considering it's less than two years old.
"Since the last Magic Quadrant was published, Zoom has achieved growth of 90%, outpacing most of its competitors," Gartner wrote.
And Zoom added more UCaaS telephony users last year than in previous years.
Dialpad is the singular visionary identified, and the Gartner UCaaS report notes that it recently added AI summaries for meetings. It also has a strategic alliance and "deep integration" with Google Workspace.
Google Workspace is why Google made Gartner's list, with the giant named the only challenger.
Its offering consists of Google Meet, Chat and Voice. It extends UCaaS capabilities like Gmail, Drive, Docs, Slides, Sheets, and Forms, which reside under the Google Workspace umbrella.
GoTo is a niche player, with Gartner saying it extends an intuitive end-user and management interface to desktop and mobile users.
Gartner called out Vonage for its VBC or (Vonage Business Communications) platform, which integrates with the company's CPaaS and CCaaS offerings.
The Gartner UCaaS report for 2023 also says Vonage has a "firm positioning in the CPaaS market." It adds that the UCaaS market witnessed "a marked increase in demand for bundled contact centers, mostly in the SMB segment — Vonage's target market."
Wildix extends "strong integrations" with Microsoft Teams and has a hardy user base in Europe, with 70% of the company's customers based on the continent.
Wildix extends "strong integrations" with Microsoft Teams and has a hardy user base in Europe, with 70% of the company's customers based on the continent.
8x8, Cisco, Microsoft, RingCentral and Zoom are all leaders in Gartner's 2023 UCaaS (unified communications as a service) Magic Quadrant report, just making its debut. The research firm ID'd Dialpad as the single "visionary" and Google as the single "challenger." GoTo, Sangoma, Vonage, and Wildix earned recognition as "niche" players.
Gartner researchers contend that a full-bodied UCaaS offering must include software apps, a contact center offering, quality service monitoring and APIs.
To be included in this mostly exclusive list, UCaaS providers must have a base of at least 750,000 paying users with telephony and domestic calling plans. Another requirement is 20 or more present customers with 2,500 or more users paying for enterprise telephony functionality.
Honorees also must have 20 or more current customers with 2,500 paying customers who leverage domestic PSTN (public switched telephone network) calling plans.
Concerning revenue, those named in the report must earn at least $50 million annually in recurring revenue from UCaaS licenses and seats. The companies identified in this report also must have 75 or more sales and support staff that they directly employ.
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