At Enterprise Connect 2020, Diane Myers (Chief Analyst, Enterprise Collaboration, Omdia) showcased Omdia’s North American unified communications as a service (UCaaS) scorecard for 2020, ranking key vendors. Critical capabilities these UCaaS providers were scored on included security, financial stability, quality of service, and scalability. The top ten providers (in ranked order) were:
Interestingly, Cisco, a presumed market leader, doesn’t feature in this list. The reason, Myers stated, is because Cisco predominantly sells its UCaaS solutions through their partners. These partners include Verizon, Comcast, and Vonage, all of whom appear. So, while Cisco doesn’t appear because they’re not necessarily the provider of the UCaaS service, they show up by proxy.
Myers predicted that Microsoft will appear in this top ten list by the end of 2020, given the remarkable growth of Microsoft Teams in the telephony space. Other key players to watch for include Zoom, Intermedia, CenturyLink, Masergy, and Dialpad.
One interesting takeaway from Omdia’s session is that the North American UCaaS market still has a way to go before it eats up on-premises and hybrid solutions. While UCaaS has a 24% market share, private cloud (dedicated cloud) solutions cover 43% of this market and on-premises solutions cover 33%.
However, the market trend is steering toward cloud-based communications. Organizations that are reaching end-of-life with a legacy Private Branch Exchange (PBX) system and don’t have compelling reasons to stick with an on-premises non-cloud solution (perhaps for security reasons) will certainly feel the allure of a cloud-based telephony system. For members interested in a modernization project like this, Info-Tech’s Modernize Communications and Collaboration Infrastructure research will help you assess your current state, build business requirements, and outline the RFP process.
Interested in exploring the UCaaS marketspace further? Explore the SoftwareReviews data quadrant (below).
Source: SoftwareReviews UCaaS Data Quadrant. Accessed September 2, 2020.