Buyer’s Guides
2023 Unified Communications as a Service Data Quadrant
2023 Unified Communications as a Service Emotional Footprint
Top Unified Communications as a Service (UCaaS) Platforms Awards
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Latest Award: July 2023
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Latest Research
This post provides a review of Zoom’s 2023 conference, Zoomtopia 2023. Core aspects covered include what major product releases and upgrades Zoom announced at Zoomtopia 2023, and what these announcements mean for Zoom’s market positioning in 2024.
Compare Unified Communications as a Service (UCaaS) Platforms
Unified Communications as a Service (UCaaS) Platforms Data Quadrant
30+ pages
What Is the Data Quadrant Buyer's Guide?
The Data Quadrant Buyer's Guide provides a comprehensive evaluation of the top software in the Unified Communications as a Service market. Data is collected from real users, meticulously verified and visualized in easy-to-understand charts and graphs. Each product is compared against the best Unified Communications as a Service to create a holistic, unbiased view of the product landscape.
The Data Quadrant Buyer's Guide is a summation of hundreds of data points that gives you a quick snapshot of the market. Use this detailed report to quickly validate your top features and shortlist your top contenders.
For even more detailed reports on individual products, see the Product Reports.
What Do We Measure?
The Data Quadrant measures the complete software experience, comparing both the experience with the software and the relationship with the vendor.
Product Feature & Satisfaction: Satisfaction with the software is measured by combining users’ satisfaction with the top features with the likelihood of users to recommend the software.
Vendor Experience & Capabilities: The vendor experience is calculated using a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) and the working relationship with the vendor (e.g. whether the vendor is trustworthy, respectful, fair).
Unified Communications as a Service (UCaaS) Platforms Emotional Footprint
30+ pages
What Is the Emotional Footprint Buyer's Guide?
The Emotional Footprint Buyer’s Guide captures the overall experience of working with a software vendor and their platform. Organizations increasingly rely on software vendors to be true partners to help improve their operations. The Emotional Footprint helps you understand how you can trust and rely on the vendor to support you through your relationship.
We collect 25 data points outlining that experience, from the initial contracting and negotiation phase, though how they will support you during conflicts, to how their overall product strategy and direction will help you improve. Use this report to understand which vendors focus on building relationships to create a loyal customer base.
What Do We Measure?
The Emotional Diamond helps identify which vendors provide the best overall experience when compared against the perceived value of the software.
Value Index: Software pricing can be complicated and confusing, but knowing if you’re getting business value for the price you're paying is not. The Value Index metric captures users’ satisfaction with their software given the costs.
Net Emotional Footprint: The Net Emotional Footprint measures high-level user sentiment. It aggregates emotional response ratings across 25 provocative questions, creating a powerful indicator of overall user feeling toward the vendor and product.
All Research
This post provides a review of Zoom’s 2023 conference, Zoomtopia 2023. Core aspects covered include what major product releases and upgrades Zoom announced at Zoomtopia 2023, and what these announcements mean for Zoom’s market positioning in 2024.
Zoho, a multinational software and web-based business tool provider, has announced the launch of Trident – a hub that brings Zoho’s pre-existing and new unified communications capabilities into a single pane of glass. How will Trident’s addition to Workplace impact customer migrations from Microsoft and Google.
To revitalize and strengthen business transformation, Avaya has outlined a five-step plan for restructuring its product lines, go-to-market strategy, and balance sheet. This tech note evaluates these five steps, highlighting the main contingencies for each step’s successful rollout.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On August 24, 2021, Alcatel-Lucent Enterprise briefed its Q2 performance for FY21. Q2 saw positive revenue growth of 11.4% YoY, delivering 20% against the previous year.
On July 14, NEC and Intermedia briefed Info-Tech about their ongoing partnership and continuing global rollout of UNIVERGE BLUE.
On May 24, 2021, Alcatel-Lucent Enterprise (ALE) briefed on its Q1 performance for FY21. FY20 saw ALE’s global revenues impacted by the COVID-19 pandemic, and these effects continue to ripple into FY21. While global cloud sales continue to dominate, alongside a strong quarter in China, global revenue was down 5% year-over-year (YoY).
On April 28, 2021, Windstream briefed Info-Tech on its UCaaS portfolio, which includes their primary pure cloud offering, OfficeSuite UC, alongside their other solutions powered by Avaya and Mitel.
On April 20, 2021, Nextiva briefed Info-Tech on its Nextiva One suite, with a focus on its communication applications: Business Phone (voice) and Cospace (videoconferencing and collaboration). Nextiva plans to expand beyond the US later this year.
On February 22, 2021, Alcatel-Lucent Enterprise (ALE) released its Q4 report. While overall global revenues were down on last year’s Q4, ALE’s cloud-based solutions continued to surge. These surges are in part explained by mid- to large-sized organizations beginning significant investments to prepare for a post-pandemic world.
On January 14, Revation Systems – a provider of cloud-based compliant messaging and communications – briefed Info-Tech on its unified communications as a service (UCaaS) solution, LinkLive. LinkLive encompasses several UCaaS solutions that are primarily aimed at industries with high security and compliance requirements. These industries especially include banking and healthcare.
On December 8, Masergy – a software defined networking services company – briefed Info-Tech on its UCaaS solution. Masergy UCaaS is built on the Cisco collaboration platform, providing a value-added service through Masergy’s SD-WAN solution and Secure Edge Network.
On November 17, 2020, Alcatel-Lucent Enterprise (ALE) released its Q3 report. While ALE saw increased revenue for its cloud solutions (especially for its UCaaS offering Rainbow), the overall picture was dampened by further global lockdowns and summer breaks.
On August 25, 2020, Info-Tech briefed with Alcatel-Lucent Enterprise on its Q2 performance. While the pandemic has decreased performance in on-premises system deployment, cloud-based services are seeing significant growth.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on RingCentral’s current and upcoming Unified Communications as a Service (UCaaS) features.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on best practices for direct routing and Enhanced 911 (E911) for Microsoft Teams.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Omdia’s North American unified communications as a service (UCaaS) scorecard for 2020.