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Magic Quadrant for Unified Communications, 2006 Gartner RAS Core…
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Magic Quadrant for Unified Communications,
2006
Gartner RAS Core Research Note G00139822, Bern Elliot, Steve Blood, Drew Kraus, 2 June 2006 R1865 6/6/2007
nified communications offers the ability to defined; c) the products are still at an early stage and
U improve how individuals, groups and
companies interact and perform tasks.
lack functionality; d) product integration is complex;
and e) the business case can be difficult to
Companies should review their current communicate and is usually based on a soft return
communication systems and processes, then on investment (ROI), such as productivity
undertake pilots or trials that could lead to improvements, rather than hard ones, such as cost
improved processes. savings.
WHAT YOU NEED TO KNOW Gartner expects these issues to be addressed by
Unified communications (UC) offers the ability to 2008 and that UC will be ready for mainstream
significantly improve the ways that individuals, groups adoption at that point. As this occurs, companies
and companies interact and perform. UC allows should evaluate their needs and conduct pilots to
multiple communication channels to be coordinated. better understand the most-effective ways of using
In some cases, separate servers may be UC and which individuals and groups benefit most
consolidated, but more frequently, UC adds value to from them. These trials will also provide feedback
existing communications servers. Key technologies regarding which features are lacking, which are most
include Internet Protocol (IP)-PBX, voice over useful, and it will allow the business value of unified
Internet Protocol (VoIP), presence, e-mail, audio and solutions to be better understood.
Web conferencing, voice mail, unified messaging and
instant messaging (IM). Gartner research suggests that the largest single
value in UC lies in its ability to reduce human latency
The largest single value of UC lies in its ability to in business processes. This is described in detail in
reduce "human latency" in business processes. While previous research. Briefly stated, the pressure on
communication methods (such as voice or IM) can companies to improve the speed and efficiency of
be used individually and separately, organizations their business processes is enormous. And although
should examine how bringing them together offers a great deal of IT investment has been targeted at
additional synergies and efficiencies. To accomplish making individual worker activity more productive and
this, companies should review how they use at making system-to-system communications
communications internally in workgroups, and then efficient, generally very little has been offered to
undertake pilots and trials that can lead to improved improve those processes that are human-
processes. This report reviews the relevant communications-intensive. Properly applied, UC can
technologies and vendor offerings that can assist. greatly assist in achieving workflow improvements.
MAGIC QUADRANT UC solutions offered appear to be taking one of three
general approaches. One is to bundle much of the
functionality tightly together in a single solution;
Market Overview
examples of this include the Nortel MCS5100 and the
The UC market and its technology are maturing Siemens OpenScape. A second approach is to take a
rapidly, but overall remain at an early stage, and the broad existing portfolio of separate communication
adoption of converged solutions remains slow. The functions and tie them together through some shared
slow adoption is the result of several issues: a) Some services, such as presence, administration and
new technologies, such as presence, are not fully directories; examples of this include the Cisco and
understood; b) best practices around use are not the Microsoft solutions. A third approach is to offer
Figure 1. Magic Quadrant for Unified Communications, 2006
challengers leaders
Cisco Systems
Microsoft
IBM Siemens
ability to execute
Nortel
Mitel Networks Alcatel
Avaya
Interactive Intelligence Oracle
NEC TeleWare
AVST
Ericsson
niche players visionaries
completeness of vision
Source: Gartner (April 2006) As of 26 April 2006
common communications framework or middleware because the overall expense and commitment is low.
that can then be used by a different unrelated The broad established portfolio approach is useful to
communication applications; IBM and Oracle are companies that already have a strong commitment to
taking this approach. Each approach has strengths that vendor, so the approach allows an existing
and weaknesses. The bundled approach makes it significant investment to be used. Finally, the
easier to offer a solution at a departmental or framework approach is particularly effective when
workgroup level and is useful for pilots or trials, building a communications solution that fits into a
© 2006 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without
prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable.
Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may
discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its
research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the informa-
tion contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.
The Magic Quadrant is copyrighted April 2006 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against
criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic
Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant
is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or
implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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broader Web services or business application UC products are used by employees for their own
environment. communications as well by organizations to support
workgroup and collaborative communications. These
Another important distinction between vendor products also extend UC outside the boundaries of a
solutions is the extent to which they are open to company to enhance communications between
standards and to integration with third-party organizations, as well as to support interaction
communication products. Some solutions are among both very large public audiences and specific
primarily intended to enhance and operate on their individuals.
own IP-PBX or presence environments, while others
are clearly intended to interoperate in multiple Five core communication product areas are
environments. Some solutions, such as AVST, and converging in the current generation of products. As
conferencing products from Polycom or Interwise, these areas converge, each is also evolving
are specifically designed as part of a broader individually: 1) IP telephony and softphones are
portfolio. Other solutions work primarily on their own replacing the PBX; 2) unified messaging is integrating
equipment. There is no one best approach, so voice mail with e-mail; 3) e-mail itself is evolving
companies must make their decisions by evaluating toward a more-powerful desktop knowledge and
options in terms of current needs and how they fit contact management tool; 4) separate voice, video
with the longer-term strategy. and Web-conferencing capabilities will converge; and
5) IM is expanding its capabilities to incorporate
Market Definition/Description presence for multiple communication methods
I. Market Definition (sometimes called rich presence) and has become
an effective way from which to initiate differing forms
UC is the direct result of convergence in
of live conversation.
communication networks and applications. Differing
forms of communication have historically been
In addition to these five product areas, at least four
developed, marketed and sold as individual
broader technology and market areas are critically
applications. The convergence of all communications
related to UC contact centers, business process
on IP networks and on open software platforms is
integration, collaboration and mobility. All of these
allowing a new paradigm for UC and its impact on
broader areas are related to each of the five product
how individuals, groups and organizations
areas defined above and to UC products.
communicate.
Gartner defines UC products (equipment, software Inclusion and Exclusion Criteria
and services) as those that enhance individual, To be included in this Magic Quadrant report, solution
workgroup, and organizational productivity by providers must show all the following capabilities:
enabling and facilitating the control, management, · Significant market presence, which can be
integration and use of multiple enterprise demonstrated in two ways -- a provider may have
communication methods. UC products achieve this significant share in two or more of the five core
through convergence and integration of the communication product areas defined above, or a
communication channels (that is, media), networks, provider may offer significant differentiation or
systems, and business applications, as well as innovation in two or more of the product areas.
through consolidation of controls over them. UC · Sufficient sales and operational presence to
products may be made up of a stand-alone product support market objectives
suite or from a portfolio of integrated applications · Demonstrable UC products
and platforms.
· Ability to generate significant interest by leading
client market segments.
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Table 1. Ability to Execute Evaluation Criteria
Evaluation Criteria Weighting
Product/Service high
Overall Viability (Business Unit, Financial, Strategy, Organization) high
Sales Execution/Pricing standard
Market Responsiveness and Track Record standard
Marketing Execution standard
Customer Experience standard
Operations standard
Source: Gartner
Added Leaders
TeleWare, Ericsson The Leaders quadrant contains vendors that are
selling comprehensive and integrated UC products
Dropped that address a range of market needs. These
Interwise, Polycom. These vendors were dropped vendors have defined migration and evolution plans
because their solution focuses on only one specific for their products in all the core UC markets. The
part of UC, and they act as partners to many of the product planners looking at these products and
established vendors. vendors should understand the significant technical
and strategic differences among them.
Evaluation Criteria
Challengers
Ability to Execute
Vendors in the Challengers quadrant offer products
Gartner analysts evaluate UC product providers on
that are not fully mature or that remain narrowly
the quality and efficacy of the products, systems,
focused on an installed base but that have the
tools and procedures that enhance individual, group
potential to improve.
and enterprise communications. Ultimately, UC
providers are judged on their ability and success in
Visionaries
capitalizing on their vision.
Vendors in the Visionaries quadrant demonstrate a
Completeness of Vision clear understanding of the UC market and offer a
strong technical approach to one or two core areas.
Gartner analysts evaluate UC product providers on
However, these vendors have limited ability to
their ability to convincingly articulate logical
execute across the entire set of communication
statements about current and future market direction,
requirements.
innovation, customer needs, and competitive forces
and how well they map to Gartner's overall
Niche Players
understanding of the marketplace. Ultimately, UC
product providers are rated on their understanding of Vendors in the Niche Players quadrant offer
how market forces can be exploited to create individual, stand-alone components in many areas
opportunity for the provider and for its clients. but have not yet defined a consolidated product.
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Table 2. Completeness of Vision Evaluation Criteria
Evaluation Criteria Weighting
Market Understanding high
Marketing Strategy standard
Sales Strategy standard
Offering (Product) Strategy high
Business Model standard
Vertical/Industry Strategy standard
Innovation standard
Geographic Strategy standard
Source: Gartner
Vendor Comments Avaya
Alcatel The Avaya solution comprises many individual parts,
Alcatel's OmniTouch Unified Communication some of which are excellent. However, Avaya's
(OTUC) suite is based on a Java framework that approach to UC remains fragmented and needs
provides common directory, Web Services and further integration. Mobility is offered through the
presence information. This is used by four One-X family, while individual Multi-vantage
applications: MyPhone provides softphone applications offer other functions. These include
capabilities for any device. MyMessaging provides Avaya Modular Messaging, Avaya Meeting Exchange,
unified messaging integration with leading e-mail Avaya Softphone, and Avaya Video Telephony. A
systems, including speech access. It also integrates promising part of the solution set is the Converged
with Alcatel voice mail products. MyAssistant Communications Server, which will offer Session
provides flexible personal call routing. MyTeamwork Initiation Protocol (SIP) and Application Enablement
provides triple-play conferencing, IM and presence Services; however, these are in an early stage and
capabilities. OTUC also offers Web services for have seen very limited deployment. Other key
business process integration. The four services are components, such as rich presence and consolidated
tightly bundled with the Alcatel OmniPCX. Alcatel reporting, are not yet defined. Avaya has strong
also offers the Genesys Enterprise Telephony individual communication capabilities, a broad set of
Software (GETS) product, which leverages the partnerships and a large client base. However, it
Genesys CTI as middleware between Microsoft's must increase the level of integration across its
LCS and MyTeamwork triple-play conferencing. The products and define a specific architecture before it
strength of the Alcatel suite lies in its maturity, can be considered to offer a UC solution.
Alcatel's use of user profiles to assist in determining
needs, Alcatel's mobility solutions and its good AVST
understanding of UC. Companies opting for Alcatel AVST's AVST's CallXpress product offers vendor-
OmniPCX should consider deploying the OmniTouch independent voice mail and unified messaging. The
UC Suite, while companies with heterogeneous speech assistant product provides real-time voice
infrastructure can consider GETS and Alcatel control and access to live calls, as well as access to
MyTeamwork. calendaring, directory and notification. CallXpress
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supports Exchange, Notes and other IMAP-based e- ONE Solidus eCare contact center solution. The
mail environments. Consider this product if you are strength of this solution lies in its ability to integrate
looking for a platform-independent migration path for enterprise communications with mobility options. Its
voice mail to unified messaging and third-party UC weakness is that it is not well-known or marketed in
solutions in time division multiplexing (TDM) and much of the world. IMS technology, in general, is still
Internet Protocol telephony (IPT) environments that at an early stage, so the potential for integration with
scale to 20,000 subscribers per server. Multisite carrier solutions is limited in the near term.
environments are also supported. Enterprises with mobility needs could consider this
solution.
Cisco Systems
Cisco Systems significantly advanced its UC IBM
portfolio in the past year. It re-branded many of its IBM's primary UC solution is based on capabilities
products with the Cisco Unified (CU) prefix, at the delivered via Lotus Notes/Domino and Lotus
same time it rolled out what promises to be Sametime. However IBM also has communication
comprehensive SIP support across its product line. services planned as part of WebSphere Application
Established products include CU CallManager for Server 6.1 (WAS). Lotus Notes/Domino is offering
call-processing functionality, Cisco Unity for unified messaging and unified messaging (in conjunction
messaging, and CU MeetingPlace for voice, Web with partners such as Cisco and Avaya). Lotus
and videoconferencing. It also offers a full set of Sametime offers IM, presence awareness, location
contact center and mobility products. Currently in the presence, as well as click-to-call, click-to-talk, click-
testing phase are CU Presence Server, which will to-conference and Web conferencing with integrated
provide aggregated presence and contact preference audioconferencing. IBM is also releasing a real-time
information, and the CU Personal Communicator, collaboration gateway to allow interoperation with
which will provide a desktop user interface to Public IM networks, including Google Talk and other
communication functions. Cisco has advanced its protocols, including SIP. WAS will support SIP
strong established product base by developing a services, including proxy and registrar, providing a
next-generation communications road map based on platform for third-party communication applications. It
open standards and convergence. Companies that will also offer a rich presence server later in the year.
have Cisco communication products should include Although IBM's UC offerings are still emerging on a
Cisco in their evaluations of UC solutions and should convergence path, its communication solutions, when
consider pilot programs. In those portions of the combined with its broad service-oriented architecture
portfolio that are still at an early stage or that involve and services capabilities, may be effective for
significant integration, organizations should enabling partners and clients to create powerful
anticipate possible scalability and reliability communication applications. Companies with WAS,
challenges. Sametime, or Notes deployments should review
IBM's emerging communication architecture.
Ericsson
Ericsson's approach is to provide UC applications Interactive Intelligence
by reusing knowledge, technology and architecture Interactive Intelligence's UC solution, Communité,
from its IP Multimedia Subsystem (IMS) solution. The offers voice mail, unified messaging and real-time
portfolio is evolved from its One Phone enterprise communications applications in a flexible,
communications solution, which can be combined configurable solution. Communité makes use of
with its MX-ONE server based IP-PBX solutions, Exchange or Notes, offers presence management
including a personal assistant, a range of and real-time call routing controls, such as "find-
Communications Organizer clients, unified me/follow-me," and works with a broad range of e-
messaging (via an AVST partnership) and the MX- mail and PBX environments. Three-party
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conferencing and basic collaboration features are history, intelligent call-based routing and knowledge
included. As a single-platform bundled suite vendor, management file features, as well. This solution
Interactive Intelligence also offers UC functionality as integrates into Outlook, Act, Goldmine and Lotus
part of its contact center automation software, and its Notes. Consider the Mitel solution if your company is
Vonexus IP-PBX product. Consider Communité if you small or midsize.
are looking for unified messaging functionality that
can be extended. NEC
NEC's OpenWorX Communications Portal provides
Microsoft Web access to NEC PBXs and IP-PBXs, allowing
Microsoft's UC solution is based on Live individuals to manage their communications from a
Communication Server (LCS) and its client Office single interface. The Personal Call Assistant allows
Communicator (OC). Together, these offer presence, individuals the ability to manage the flow of their
IM functionality, call control, a general-purpose client calls. NEC offers several unified messaging solutions,
interface and integrations to other live some through partnerships. It also offers limited
communications. Unified messaging will be offered conferencing functions. Enhanced functionality and
through their Exchange Server 2007 product, as well Microsoft LCS integrations are planned. Consider this
as through partnerships. Live Meeting offers product if you have a NEC switch and want to
conferencing and collaboration but, unfortunately, is expand communications to the desktop.
currently offered only as a service, not a premises
solution. (We expect Microsoft to offer a premises Nortel
solution in the next version.) Microsoft has Nortel's UC solution is based on the MCS 5100. It
partnerships to enable live voice integration, provides a complete platform and solution for
including PBXs and IP-PBXs, and also has native conferencing, collaboration, presence, call control
SIP-based voice solutions. Although many of the and IM services. It can be coupled with CallPilot for
functions are not yet in general release, or are at an unified messaging, and is designed to work with the
early-stage, together, this represents a strong Communication Server 1000 (CS 1000) to provide a
emerging UC portfolio. These functions can also be comprehensive scalable voice solution. The SIP-
integrated with Microsoft Speech Server, Active oriented architecture makes it possible to use partner
Directory, Microsoft's various mobility solutions and products for many functions and to integrate in SIP-
will be offered as a premises solution through compliant environments. A set of application
channels or as a service through partners. programming interfaces is offered to support
Organizations interested in UC should understand application integration, and Nortel offers a range of
Microsoft's vision for how communications will evolve mobility options. This product has been in use for
and should consider pilots and trials. However, several years (introduced in May 2002) and is now
enterprises should understand that this is still an mature, stable, full-featured, and scalable.
early stage solution. As such, it is likely to undergo Companies looking for a complete UC platform
significant and rapid evolution and to lack integration should consider the Nortel application, especially if
and administration across components. they are existing Nortel customers.
Mitel Networks Oracle
Mitel Networks' solution is based on the Your Oracle's Collaboration Suite provides a set of UC
Assistant softphone and collaboration application, functions. Real Time Collaboration provides Web
which delivers IM, user and device presence, conferencing, presence and IM. Oracle UM provides
softphone and conferencing. This solution works with e-mail, voice mail and threaded discussions, and
Mitel's 3300 IP-PBX and can integrate with Microsoft Oracle Workspaces provides shared teamwork
LCS as a media server. The solution provides call environment. Voice communications is offered as a
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point-to-point solution with Real Time Collaboration, changes. Companies reviewing how UC solutions
which can also be integrated with third-party can enable business processes, or that are
conferencing bridges. Additional voice functionality, interested in departmental-level pilots of UC
such as SIP proxy and registrar, is planned as part solutions, should consider the Siemens option; it
of future releases of Oracle's Fusion Middleware, provides a good example of how presence and
which is also the method of application integration. applications can be integrated into a comprehensive
Organizations with existing Oracle deployments communications solution.
should review these solutions.
TeleWare
Siemens Teleware's UC solution is built around its Intelligent
Siemens' HiPath OpenScape product is the most- Office suite. It includes presence, routing, intelligent
mature and open UC product in the market today. assistance, messaging, voice conferencing, and an
HiPath OpenScape offers desktop and speech SDK for application integration options. It includes
communications interfaces with presence and the TeleWare SIP-based softswitch, as well as PC-
conferencing and works in multiple PBX and PDA-based softphones for a flexible set of
environments. Related modules are HiPath mobile options. It also supports third-party PBXs and
Xpressions for unified messaging; HiPath tight integrations with Cisco and Siemens PBXs.
ComAssistant for computer-telephony integration Unified messaging is supported through integrations
(CTI), routing and application integration; and HiPath with Notes or Exchange. Web collaboration and fuller
CorporateConnect to support mobile and remote support for rich presence is planned for a
users. Their solution integrates with Microsoft's Live subsequent release. The company is based in the
Communication Server (LCS) and with IBM U.K. and sells directly and through channels in
SameTime. Of particular interest is the approach that Europe. It has more-limited distribution partnerships
Siemens is taking toward offering complete in North America and Asia/Pacific. Consider this
integrations with vertical industry applications. This solution if you are interested in a cost-effective and
gives organizations the ability to communication- comprehensive solution. However ensure that you
enable key business processes without having to have support in your region.
make intrusive across-the-board infrastructure
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Evaluation Criteria Definitions
Ability to Execute
Product/Service: Core goods and services offered by the vendor that compete in/serve the defined market. This
includes current product/service capabilities, quality, feature sets, skills, and so on, whether offered natively or
through OEM agreements/partnerships as defined in the market definition and detailed in the subcriteria.
Overall Viability (Business Unit, Financial, Strategy, Organization): Viability includes an assessment of the overall
organization's financial health, the financial and practical success of the business unit, and the likelihood of the
individual business unit to continue investing in the product, to continue offering the product and to advance the state
of the art within the organization's portfolio of products.
Sales Execution/Pricing: The vendor's capabilities in all pre-sales activities and the structure that supports them.
This includes deal management, pricing and negotiation, pre-sales support and the overall effectiveness of the sales
channel.
Market Responsiveness and Track Record: Ability to respond, change direction, be flexible and achieve
competitive success as opportunities develop, competitors act, customer needs evolve and market dynamics change.
This criterion also considers the vendor's history of responsiveness.
Marketing Execution: The clarity, quality, creativity and efficacy of programs designed to deliver the organization's
message to influence the market, promote the brand and business, increase awareness of the products, and
establish a positive identification with the product/brand and organization in the minds of buyers. This "mind share"
can be driven by a combination of publicity, promotional, thought leadership, word-of-mouth and sales activities.
Customer Experience: Relationships, products and services/programs that enable clients to be successful with the
products evaluated. Specifically, this includes the ways customers receive technical support or account support. This
can also include ancillary tools, customer support programs (and the quality thereof), availability of user groups,
service-level agreements, and so on
Operations: The ability of the organization to meet its goals and commitments. Factors include the quality of the
organizational structure including skills, experiences, programs, systems and other vehicles that enable the
organization to operate effectively and efficiently on an ongoing basis.
Completeness of Vision
Market Understanding: Ability of the vendor to understand buyers' wants and needs and to translate those into
products and services. Vendors that show the highest degree of vision listen and understand buyers' wants and
needs, and can shape or enhance those with their added vision.
Marketing Strategy: A clear, differentiated set of messages consistently communicated throughout the organization
and externalized through the Web site, advertising, customer programs and positioning statements.
Sales Strategy: The strategy for selling product that uses the appropriate network of direct and indirect sales,
marketing, service and communication affiliates that extend the scope and depth of market reach, skills, expertise,
technologies, services and the customer base.
Offering (Product) Strategy: The vendor's approach to product development and delivery that emphasizes
differentiation, functionality, methodology and feature set as they map to current and future requirements.
Business Model: The soundness and logic of the vendor's underlying business proposition.
Vertical/Industry Strategy: The vendor's strategy to direct resources, skills and offerings to meet the specific needs
of individual market segments, including verticals.
Innovation: Direct, related, complementary and synergistic layouts of resources, expertise or capital for investment,
consolidation, defensive or pre-emptive purposes.
Geographic Strategy: The vendor's strategy to direct resources, skills and offerings to meet the specific needs of
geographies outside the "home" or native geography, either directly or through partners, channels and subsidiaries as
appropriate for that geography and market.
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