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Unified Communications as a Service

Unified Communications as a Service (UCaaS) software delivers communication services on a single unified platform over the cloud. Software features include email, video conferencing, chat/instant messaging, collaboration, and file sharing. Sometimes referred to as Unified Communications (UC) or Unified Communications & Collaboration (UC&C).

Data Quadrant report cover

The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.

These include:

  • User Satisfaction Rankings
  • Business Value Scores
  • Vendor Capability Comparisons
  • Product Feature Evaluations
Emotional Footprint report cover

The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.

These include:

  • Strategy and Innovation
  • Service Experience
  • Conflict Resolution
  • Product Impact
  • Negotiation and Contract

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Next Award: June 2021

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Unified Communications as a Service Emotional Footprint Awards

Write a review to help crown the next winner in Unified Communications as a Service, then follow us on LinkedIn to get notified about the results. For every approved review you will receive some compensation for your time and effort.

Latest Award: December 2020

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See the most recent winners of our SoftwareReviews Data Quadrant Awards. View our Gold Medalists and compare top vendors using our free downloadable reports.

Latest Research

1
Dec

Author: Thomas Randall (Info-Tech)

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.

Unified Communications as a Service Products

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Data QuadrantReport

A thorough evaluation and ranking of all software to compare software across every dimension.

Data Quadrant Report report

Emotional FootprintReport

A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Report report
Badge Winner
Badge Winner

Microsoft

Microsoft Teams

Work together how you want, when you want. Create and collaborate on documents with others and keep everyone organized and up-to-date with shared notebooks.

8.1

Composite Score

8.3

CX Score

+80

Emotional Footprint

87%

Likeliness to Recommend

50

Reviews

Badge Winner
Badge Winner

Cisco Systems

Cisco Webex Calling

Cisco's unified communications provides call-control & flexible platforms, applications and telephony extensions.

8.0

Composite Score

8.1

CX Score

+79

Emotional Footprint

85%

Likeliness to Recommend

133

Reviews

RingCentral, Inc

RingCentral Office

RingCentral Office® offers a complete unified communications as a service (UCaaS) solution with enterprise VoIP capabilities. It also includes unified messaging, presence, audio, video and web conferencing, contact center, and fax.

7.7

Composite Score

7.6

CX Score

+72

Emotional Footprint

82%

Likeliness to Recommend

15

Reviews

Badge Winner
Badge Winner

Alcatel-Lucent Enterprise

Alcatel-Lucent Rainbow

Alcatel-Lucent is the leading IP networking, ultra-broadband access, and cloud technology specialist. We believe that networks are the foundation of our ultra-connected world.

7.6

Composite Score

8.0

CX Score

+82

Emotional Footprint

75%

Likeliness to Recommend

21

Reviews

Badge Winner

AT&T Inc.

AT&T Office@Hand

The AT&T Unified Communications and Collaboration Portfolio are integrated solutions that bring multiple tools together such as instant messaging, conferencing, email, and voice calling, for seamless interactions with co-workers, partners, and customers wherever work demands.

7.5

Composite Score

7.2

CX Score

+67

Emotional Footprint

83%

Likeliness to Recommend

46

Reviews

Badge Winner

Mitel

Mitel MiCloud Connect

The cloud has changed the way the world connects and communicates. Companies are replacing the complex communications systems of the past with simple, seamless, cloud-based communications that increase productivity, reduce costs and enhance customer service. And they’re doing it with MiCloud—a powerful, scalable cloud family of platforms that delivers hosted voice, unified communications and collaboration to SMBs, enterprises and Fortune 500 companies around the world.

7.4

Composite Score

7.6

CX Score

+73

Emotional Footprint

75%

Likeliness to Recommend

19

Reviews

Avaya

Avaya OneCloud UCaaS

Explore communications, conferencing, and infrastructure solutions that support real-time engagement by integrating voice, video, data, messaging, conferencing, mobility, and more

7.1

Composite Score

7.1

CX Score

+66

Emotional Footprint

72%

Likeliness to Recommend

45

Reviews

Vonage

Vonage Business Communications

Vonage’s unique cloud communications platform brings together a robust unified communications solution with the agility of embedded, contextual communications APIs. This combination enables businesses to collaborate more productively and engage their customers more effectively across messaging, chat, social media, video and voice.

6.6

Composite Score

6.3

CX Score

+56

Emotional Footprint

62%

Likeliness to Recommend

18

Reviews

Unify

Atos Unify

Atos Unify is the family name for remote and distributed work offerings and solutions from Atos group. By combining our own OpenScape communication platforms and strategic partner offerings including Unify Office by RingCentral and Cloud Contact Center powered by NICE inContact, we help enterprises to work from anywhere using best-in-class communication, contact center and collaboration tools.

6.5

Composite Score

6.5

CX Score

+62

Emotional Footprint

62%

Likeliness to Recommend

25

Reviews

Bitrix24 Ltd

Bitrix24 Communication

Bitrix24 is probably world's only free unified communications software available both in cloud and on premise. And you get everything - enterprise social network, company instant messenger, telephony (PBX), video chat and video conferencing, email server, file sharing and project management.

9.2

Composite Score

9.6

CX Score

+99

Emotional Footprint

92%

Likeliness to Recommend

9

Reviews

Twilio

Twilio Communications Cloud

Cloud communications platform for building SMS, Voice & Messaging applications on an API built for global scale. Get started with a free trial.

8.8

Composite Score

9.1

CX Score

+96

Emotional Footprint

84%

Likeliness to Recommend

8

Reviews

Fuze

Fuze Pro

All of your business communications needs. One global platform. Global voice, conferencing and collaboration, contact center, business intelligence, as well as pre-built productivity integrations with popular enterprise applications readily connect distributed workforces, wherever they are located and on whatever devices they use to communicate and collaborate.

8.0

Composite Score

8.6

CX Score

+86

Emotional Footprint

84%

Likeliness to Recommend

8

Reviews

Amazon.com

Amazon Chime

Amazon Chime is a communications service that transforms online meetings with a secure, easy-to-use application that you can trust. Amazon Chime works seamlessly across your devices so that you can stay connected. You can use Amazon Chime for online meetings, video conferencing, calls, chat, and to share content, both inside and outside your organization.

7.7

Composite Score

8.1

CX Score

+80

Emotional Footprint

80%

Likeliness to Recommend

7

Reviews

Orange S.A.

Orange Business Services Unified Communications

Unified collaboration can enable better working platforms and technology through Orange Business Services, a trusted service provider of hosted unified communication

--

Composite Score

--

CX Score

+100

Emotional Footprint

56%

Likeliness to Recommend

1

Reviews

Star2Star Communications

Star2Star Business Voice

Want a solution for quick and easy on-the-fly conference calls? Or a solution that keeps your business up and running during any kind of outage or catastrophe? Star2Star delivers a full suite of products and services as part of our end-to-end cloud-based unified communications solution.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

BroadSoft, Inc.

Broadsoft UC-One

BroadSoft UC-One, a full-featured Unified Communications Solution designed with Service Providers in mind, delivers a range of flexible tools that address the needs of enterprises of varying sizes across a variety of market segments – putting Service Providers in the best position to capture market share and drive superior margins.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Tata Communications

Tata Communications UCaaS Cisco Powered Solutions

Future-proof your organisation and benefit from a comprehensive portfolio of unified communications and collaboration (UCC) solutions that work alongside – and move beyond - your existing systems.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Vodafone Group Plc

Vodafone One Net Enterprise

Vodafone One Net Enterprise is a managed service that helps teams work more effectively. It intelligently brings together different forms of communication and collaboration into a single cloud-based system.

--

Composite Score

9.3

CX Score

+99

Emotional Footprint

78%

Likeliness to Recommend

3

Reviews

Wildix

Wildix Unified Communications & Collaboration

Wildix offers Unified Communications solutions both for large and small business. UC solutions bring the company communication to a new level, enhance your tools and increase the speed and the accuracy of the daily operations.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Revation Systems

Revation Systems LinkLive

Revation’s LinkLive delivers secure, compliant unified communications via our cloud platform. This allows you to more easily and effectively connect with your customers while decreasing your capital and operating expenses. From encrypted email to secure desktop sharing to secure voice and video collaboration, Revation LinkLive is the first truly unified communications platform.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Genesys

Genesys PureCloud

Get everyone on the same page in a single, all-in-one cloud collaboration and communications application. With Genesys™ PureCloud™ softphone capabilities, you can eliminate physical phones and associated wiring, administration and maintenance costs. Leveraging WebRTC technology lets you make IP-based phone calls and video calls from anywhere—all you need is internet access. Simply open your browser, plug in your headset and go.

--

Composite Score

9.3

CX Score

+98

Emotional Footprint

89%

Likeliness to Recommend

2

Reviews

Dialpad Inc

Dialpad Talk

Dialpad is the business phone system that helps teams connect with voice, video, and messages all from your existing devices.

--

Composite Score

6.6

CX Score

+56

Emotional Footprint

85%

Likeliness to Recommend

3

Reviews

Evolve IP, LLC.

Evolve IP UCaaS

Evolve IP’s cloud-based Unified Communications solution delivers award-winning collab­oration (video, chat, conferencing and more) and crystal-clear voice services that integrate with the applications you’re already using today; dramatically easing deployment and user adoption. Even better, as a strategic partner, we design and customize our solutions to fit the unique needs of your business instead of forcing you into a “one-size-fits-none” service.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Avaya

Avaya OneCloud

Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid. Today’s digital world centers on communications enablement, and no other company is better positioned to do this than Avaya.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

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All Research

Latest Research

1
Dec

Author: Thomas Randall (Info-Tech)

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.

Latest Research

11
Sep

Author: Thomas Randall (Info-Tech)

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.

Latest Research

10
Sep

Author: Thomas Randall (Info-Tech)

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.

Latest Research

10
Sep

Author: Thomas Randall (Info-Tech)

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.

Latest Research

2
Sep

Author: Thomas Randall (Info-Tech)

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.

Latest Research

21
Aug

Author: Thomas Randall (Info-Tech)

On August 11, 2020, Intermedia briefed Info-Tech about its UCaaS offering Unite. This note explores some product highlights of Unite, especially AnyMeeting and SecuriSync.

Latest Research

5
Aug

Author: Scott Bickley (Info-Tech)

IBM is changing the terms of its ubiquitous Passport Advantage agreement to remove entitled discounts on over 5,000 on-premises software products, resulting in an immediate price increase for IBM Software & Support (S&S) across its vast customer landscape.

Latest Research

30
Jul

Author: Thomas Randall (Info-Tech)

As of July 1, 2020, over 70,000 small business users receiving their Microsoft 365 services from Navisite will now receive them from Intermedia. The move means that Navisite’s users now have access to a range of Intermedia offerings, including Unite, Contact Center, and AnyMeeting.

Latest Research

23
Jul

Author: Thomas Randall (Info-Tech)

NEC customers now have access to a new set of cloud-based communications and collaboration solutions through NEC’s partnership with Intermedia, a cloud communications provider. Primarily aimed at SMEs, this new set of solutions is titled UNIVERGE BLUE.

Latest Research

23
Jul

Author: Thomas Randall (Info-Tech)

Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.

Latest Research

20
Jul

Author: Thomas Randall (Info-Tech)

Alcatel-Lucent Enterprise has released a series of updates for their UCaaS offering, Rainbow. These updates cover aesthetics, video conferencing, and time management.

Latest Research

24
Apr

Author: Joel Martin (Info-Tech)

The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.

Latest Research

31
Mar

Author: Ted Walker (Info-Tech)

Microsoft announces the addition of a new plan and changes to its Firstline Worker plans. The new M365 plan will slot in below the current Firstline Worker plan.

Latest Research

21
Feb

Author: Thomas Randall (Info-Tech)

In this third brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new hardware Webex Room USB.

Latest Research

4
Feb

Author: Thomas Randall (Info-Tech)

On January 9, 2020, Microsoft announced new ways to empower firstline workers using Office 365.

Latest Research

4
Feb

Author: Thomas Randall (Info-Tech)

On February 3, 2020, Microsoft Teams experienced a three-hour outage, starting at 09:00 (ET). This was caused by Microsoft failing to renew its authentication certificate. The bigger picture here is that the outage of a widely adopted cloud-based platform reinforces your need for a communication business continuity plan.

Latest Research

4
Feb

Author: Thomas Randall (Info-Tech)

Avaya has announced that it is ending its “Power by Avaya IP Office” cloud-based solution to focus on its new UCaaS solution “Avaya Cloud Office by RingCentral.”

Latest Research

16
Jan

Author: Thomas Randall (Info-Tech)

Microsoft Teams’ latest innovations offer a range of benefits for healthcare organizations.

Latest Research

7
Jan

Author: Thomas Randall (Info-Tech)

It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.

Latest Research

20
Dec

Author: Thomas Randall (Info-Tech)

Swit has launched a new Advanced tier for its collaboration suite, enabling innovative cross-team collaboration for small and large organizations.

Latest Research

11
Nov

Author: Thomas Randall (Info-Tech)

Avaya announced a partnership with RingCentral, a move that jointly strengthens the two companies’ positions in the growing cloud-based unified communications market.

Latest Research

24
Oct

Author: Thomas Randall (Info-Tech)

Avaya moved away from the idea of being acquired following news that it is in talks to partner with RingCentral.

Latest Research

9
Oct

Author: Thomas Randall (Info-Tech)

Avaya has announced its next generation Contact Center as a Service (CCaaS) platform titled “IX-CC,” marking the company’s move toward a cloud-based subscription program.

Latest Research

27
Sep

Author: Thomas Randall (Info-Tech)

Cisco’s shares fell nearly 16% in August. However, the broader context is that Cisco’s poor stock performance might be due to external circumstances.

Latest Research

21
Aug

Author: Thomas Randall (Info-Tech)

Avaya’s newly released firmware addresses a vulnerability that has survived for 10 years in VoIP phone models configured with H.323 signaling.

Latest Research

19
Aug

Author: Thomas Randall (Info-Tech)

In this note, I interview CEO Josh Lee of Swit. Areas covered include: why Swit fills a gap in the marketplace, Swit’s competitive advantages, Swit’s security governance, and Swit’s contrast with Office 365.

Latest Research

14
Aug

Author: Thomas Randall (Info-Tech)

The global unified communications market will have an anticipated worth of US$167.1 billion by 2025.

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