IDC MarketScape: Worldwide UCaaS Service Providers for SMB 2021 Vendor Assessment

The unified communications-as-a-service (UCaaS) service provider market continues to be crowded by vendors that are moving upmarket and downmarket to capture share of this rapidly growing space. For small and medium-sized businesses (SMBs), their operational needs are evolving as quickly as they are for enterprises. This requires UCaaS service providers to deliver base-level solutions that include a careful balance of integrated voice, messaging, chat, and meetings features. In addition, they must provide flexible tiered pricing as well as simplified implementation and training options. It is also important that the UCaaS service providers show the capacity to grow with their SMB customers as their needs evolve, such as with more sophisticated analytics and contact center capabilities and a strong vision for how the UCaaS solution fits within the broader unified communications and collaboration (UC&C) solution.