Buyers Guides for Digital Communication

2024 Software Provider and Product Assessment

In today’s organizations, there are dozens of software providers and tools for digital communication that operate throughout an enterprise but have little to no integration to interoperate. The situation has created an unnecessary increase in costs and resources that can be addressed through the simplification of software and platforms that integrate into business applications. To consolidate providers, business and IT leaders must navigate a course of assessment and selection that best meets their use cases and requirements.

The Buyers Guides for Digital Communication evaluated software providers across four categories and produced a separate Buyers Guide and research for each to help best understand, assess, optimize and select software providers.

• The Overall category included the combined analysis of the Premium Suites software category and the Communication Platform as a Service (CPaaS) category and evaluated the following providers: 8x8, Avaya, Cisco, Google, Microsoft, RingCentral and Zoom.

• The Platform category examined software provider offerings bring together Unified Communications as a Service (UCaaS) and Communication Platform as a Service (CPaaS) that included a portfolio of capabilities including embedded support for chat, analytics and insights, intelligence and workflow, communications administration and integration, support routing, programmable numbers, communications API, authentication, low code/no code support, language and protocol support, developer studio, encryption, API for WebRTC, emergency call, social messaging, mobile identity, notification and IoT. The guide evaluated the following providers: 8x8, Avaya, Bandwidth, Bird, Cisco, CM, Google, Infobip, Intelepeer, Microsoft, Plivo, RingCentral, Route Mobile, Sinch, Twilio, Vonage and Zoom.

• The Basic Suites category encompasses a portfolio of products that provided digital phone, meetings, collaboration, chat, plan support, analytics, and the administration and integration of communications. The guide evaluated the following providers: 8x8, Avaya, Cisco, Dialpad, Google, GoTo, Intelepeer, Microsoft, RingCentral, Sangoma, Vonage, Wildix, Zoho and Zoom.

• The Premium Suites software category encompasses a portfolio of products that included platforms and tools that examined the foundation of digital phones, meetings, collaboration, chat, plan support, analytics, administration and integration of communications. It also includes sophisticated use cases, device and digital technology support, intelligence and workflows, marketplace support, compliance to accessibility standards, support and management of webinars and training. The guide evaluated the following providers: 8x8, Avaya, Cisco, Google, GoTo, Kaltura, Microsoft, RingCentral, Zoho and Zoom.

To view the executive summaries of the research, please select the report below.

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View the 2024 Buyers Guides for Digital Communication