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RingCentral Ranked 1st in 4 of 4 Use Cases in 2021 Gartner® Critical Capabilities for UCaaS, Worldwide Report | #customersupport #supporticket

Much of the industry pays a good deal of attention to the four-squared, very recognizable graphic Gartner calls the “Magic Quadrant.” By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner’s market view. The Gartner® Magic Quadrant™ reports “evaluates vendors based on their completeness of vision and ability to execute.”

But just as important is the Magic Quadrant companion report, the Gartner Critical Capabilities report which is a “comparative analysis that scores competing products or services against a set of critical differentiators.” Gartner recommends that users “Use this research to further investigate product and service ratings based on key capabilities set to important, differentiating use cases.”

With this report, RingCentral is now ranked highest in all four use cases in the 2021 Gartner Critical Capabilities for Unified Communications as a Service, Worldwide report. 

These use cases include:

  • Midsize Enterprise
  • Large & Multinational Organizations
  • Mobility and Remote Working
  • UC With Integrated Contact Center

Gartner recommendations for application leaders include:

  • “Inventory essential enterprise telephony features by studying their current solution’s usage reports and call detail records. They should eliminate from consideration any UCaaS providers that cannot provide these features.
  • Confirm providers’ ability to support geographic requirements by requesting a list of the countries in which they have full public switched telephone network (PSTN) replacement capabilities. They should favor providers that offer localized clients, local language support and (if desired) support for billing in local currency.
  • Confirm providers’ ability to deliver projects and operate high-quality, cloud-based services by obtaining references that match your organization’s profile.”

Among the key findings cited in the report, “By 2025, 40% of organizations will rely on cloud office suites (Google Workspace and Microsoft Office 365) for their business communications needs, including telephony, up from 5% in 2020.”

Download a complimentary copy of the 2021 Gartner Critical Capabilities for Unified Communications as a Service Report.

Source: Gartner, Critical Capabilities for Unified Communications as a Service, Worldwide. By Christopher Trueman, Megan Fernandez, Daniel O’Connell, Rafael Benitez, Pankil Sheth. Updated 1 August 2022, Published 19 October 2021.


Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner, Magic Quadrant for Unified Communications as a Service, Worldwide. By Rafael Benitez, Megan Fernandez, Daniel O’Connell, Christopher Trueman, Pankil Sheth. Updated 15 February 2022, Published 18 October 2021.

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc., and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Originally published Sep 06, 2022

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