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Revealed: Competitive Strategies and Best Practices in Unified Communications-as-a-Service (UCaaS)

Driven by disruptive technologies, emerging business models, and the disintegration of traditional application and connectivity value chains, UCaaS providers are under immense pressure to broaden their service offerings, thereby helping enterprises boost operational agility and enhance workforce productivity. Now, as the gap between leaders and stragglers in the UCaaS ecosystem widens, the ability to realign technology strategies while factoring in the following forces will be crucial for provider success:

  • Leveraging artificial intelligence (AI) to automate workflows and foster better customer and employee experiences.
  • Verticalizing services for different industries and breaking departmental silos with frontline worker enablement tools.
  • Supercharging value propositions with advanced security, integrated solutions, and mobile UCaaS.

Do you have an effective growth strategy in place to take advantage of disruptive UCaaS technologies?

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UCaaS Best Practices in the Spotlight

  • Service Differentiation: Developing secure, collaboration-rich UCaaS offerings based on workflow requirements, user demographics, and communication preferences, to deliver a suite of tailored services.

  • Portfolio Expansion: Investing in CCaaS (contact center as a service) and integrated with UCaaS to address customer demand for both advanced standalone customer experience (CX) management solutions and integrated internal and external communications solution.

  • Mobile Strategies: Focusing on fixed-mobile convergence (FMC) by leveraging innovative mobile software applications, web real-time communications (WebRTC), and mobile-core-based solutions to enable ‘anywhere, anytime’ communications.

  • Programmability and Ease of Use: Offering flexible application programming interfaces (APIs) and software development kit (SDKs) that allow developers to easily embed communications functionality into websites, business applications, desktop clients, or mobile apps.

Which partnership strategies will help you implement these best practices and capitalize on emerging opportunities?

Strategic Imperatives Driving Change in the UCaaS Landscape

Transformative Megatrends

The adoption of flexible work models and the use of multiple communications modalities is intensifying the risk of cyberattacks. This makes security, regulatory compliance, and data privacy the top priorities for UCaaS providers, pushing them to update their security postures.

Disruptive Technologies

As full-stack UCaaS becomes the norm across industries, providers are grappling to keep pace with advancements in integrated platforms, flexible APIs, FMC, and generative AI (genAI). Consequently, pivoting product and service development strategies is becoming increasingly complex. 

Competitive Intensity

The market remains fragmented; however, Cisco, Microsoft, and Zoom are growing much faster than competitors and gaining share. This is urging providers to foster new strategic partnerships, go-to-market strategies, and value propositions amid rising competitive intensity. 

This Frost Radar™ is a comprehensive tool designed to evaluate UCaaS vendors across multiple qualitative and quantitative criteria. It helps enhance competitive differentiation, foster innovation, and drive growth for providers, while aiding customers with technology strategies and partnership opportunities to optimize communications workflows in their organizations. 

In a highly fragmented landscape with dozens of UCaaS providers competing for service differentiation, this Frost Radar™ analyzes 28 leading vendors that demonstrate a commitment to continuous growth and innovation. With innovative go-to-market strategies, compelling add-on services, and effective solution bundling, these companies stand out from other competitors in the North American UCaaS ecosystem. 

Companies featured on this Frost RadarTM are: 8x8, Alianza, AT&T, BCM One, Bell Canada, Bvoip, CallTower, CBTS, Cisco, Comcast, Dialpad, Google, GoTo, Intermedia, Lumen, Microsoft, Momentum, Nextiva, NWN Carousel, Ooma, RingCentral, Sangoma, TPx Communications, Verizon, Vonage, Wildix, Windstream, and Zoom. 

Download this Frost RadarTM for comprehensive intelligence on these companies, spanning competitive strategies, best practices, growth/innovation metrices, technology differentiators, and strategic partnerships.

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