This IDC study represents a vendor assessment of service providers offering unified communications as a service (UCaaS) for enterprise using the IDC MarketScape model. The assessment reviews both quantitative and qualitative characteristics that define current market demands and expected buyer needs for UCaaS solutions. The evaluation is based on a comprehensive and rigorous framework that assesses each vendor relative to one another, and the framework highlights the key factors that are expected to be the most significant for achieving success in the worldwide UCaaS market over the short term and the long term.

"Enterprises need a service provider that can deliver on the promise of UCaaS flexibility, reliability, security, integrations, and a vision for how it contributes to the broader role of unified communications and collaboration across their organization, especially as hybrid work models begin to emerge," says Denise Lund, research director, IDC's Telecom and Unified Communications research. "Paramount to success are a broad and rich portfolio of UCaaS services and integrations, as well as enterprise-grade support and implementation services."