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Finding the Best UCC Provider

Author: Robin Gareiss, President & Founder

Selecting the right Unified Communications and Collaboration (UCC) provider is a big and complex decision. So much so that 7% of companies do not identify a strategic provider, and 37% rely upon multiple providers because one cannot do everything they need.
In Nemertes 2018 Unified Communications and Collaboration research study, we evaluated provider selection, including the following:

  • How many providers are in use?
  • For which UCC applications?
  • Regardless of the number of providers, which is considered “strategic?”
  • Why is that provider strategic?

The 653 IT leaders in the study most frequently cited Cisco, AT&T, and Microsoft as strategic. The top is that participants believe the provider offers the best technology available. Other reasons include strong customer support, high value, and the provider’s ability to understand business needs.

It’s somewhat unsurprising that the three aforementioned providers were cited as strategic most frequently, given their market share. To evaluate more deeply, we also looked at the data like this: Among the companies using each provider, what percent also identified the provider as strategic?

That analysis showed AT&T, NEC, Verizon, RingCentral, and Cisco with the highest percentage of their customers who view them as strategic. IBM, ALE, Google, and Bell Canada had the lowest percentage.

This report examines UCC vendor selection, the reasons driving strategic partnerships, and best practice recommendations.


Table of Contents
  • Executive Summary
  • What Makes a Strategic Provider?
    • Number of Providers
    • Technology Tops List
    • Relationships Matter
    • The Value Quotient
  • Identifying Strategic Providers
    • Strategic UCC Providers – Who’s Most Popular?
    • Top 5 Who Keep Customer Relationships Strategic
  • Provider Strengths, by Comparison
  • Conclusion


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