Gartner has released its UCaaS Magic Quadrant for 2024, with Microsoft remaining in the top-right corner.
No new vendors have been added, but that’s not to say there haven’t been changes.
Cisco has leapt ahead of RingCentral and Zoom, making it the closer challenger to Microsoft in the top-right.
Meanwhile, Dialpad has been moved from the bottom-right visionaries box to the bottom-left niche players section. Sangoma moves down into the bottom-left corner, bringing it closer to Wildix.
The likes of GoTo, Vonage and 8x8 have seen relatively shorter moves within the same box as last year.
How They Fared
Gartner praised Microsoft for strengthening its telephony capabilities, with a more robust 99.999% service level agreement for Teams Phone, making it a compelling option for organisations seeking a seamless integration with their existing workplace tools.
However, it said Microsoft still lacks advanced contact centre solutions, which could force businesses to purchase additional software.
Gartner also said that Microsoft’s voice options (Direct Routing, Operator Connect, Teams Phone Mobile, etc.) often confuse businesses.
Gartner said Cisco's Webex suite remains a popular choice for large enterprises, mainly because of its AI credentials.
However, its complexity and reliance on channel partners might pose challenges for some buyers, particularly SMBs, the analyst added.
On Cisco's inclusion, SVP & CMO Aruna Ravichandran, said in a blog post:
"For us, this recognition is a testament to our team’s hard work, innovation, and commitment, and it signals the momentum we’ve built in reshaping the future of communications. We are one of the only two vendors recognized in three Magic Quadrant reports for CCaaS, CPaaS, and UCaaS."
RingCentral received praise for its bundled UCaaS and CCaaS offerings, which were further enhanced with AI capabilities through RingSense.
However, Gartner said RingCentral’s focus on telephony might limit its appeal in a collaboration-driven market.
Zoom, another leader in bundled offerings, has consistently impressed with its user experience and focus on support, Gartner said.
Although Zoom's licensing encourages buyers to purchase the entire Zoom Workplace UCaaS offering, Gartner said its clients often choose competing vendors for collaboration or contact centre services.
It added that Zoom's customer base growth has significantly slowed down over the past 12 to 18 months as the UCaaS market consolidates. Gartner described this as a “significant challenge.”
UCaaS Leaders
- Microsoft
- RingCentral
- Zoom
- Cisco
- 8×8
On announcing Zoom’s inclusion, Chief Growth and Sales Officer Graeme Geddes said:
“We believe being named a Leader in the Gartner Magic Quadrant for UCaaS for the fifth year in a row is a true testament to our dedication and commitment to providing the best in class UCaaS solutions.”
“Although a lot has changed these past five years, Zoom has remained steadfast in delivering collaboration and communication tools that help empower users and improve productivity.”
According to Gartner, 8x8’s strengths include its suitability for companies bundling UCaaS and CCaaS solutions without complex contact centre needs, typically with fewer than 300 agents.
