Thinking about UCaaS? The Forrester Wave™ for Unified-Communications-As-A-Service Platforms, Q3 2025 is a good place to start.
Hey IT pros, let’s talk about UCaaS (Unified Communications as a Service) and why the newest research from Forrester is important for your next-generation communications stack.
If you are in charge of your company’s voice, chat, meetings, and contact center, you have probably felt the pressure. The vendor dice roll is very intense. The slide decks are full of new features, promises from AI, and uptime SLAs. But do analysts’ words really mean anything?
The Forrester Wave™: Unified-Communications-As-A-Service Platforms, Q3 2025. This report looks at twelve of the most important UCaaS providers and compares them on key metrics. This is a must-read if you’re currently comparing vendors, making a list of the best ones, or setting up demos.
Right now, you can use these two important pieces of information to help you make a decision:
1. Reliability and resiliency are still at the top of the list.
People talk too much about flashy features like “look at our AI bot,” “we have meeting-transcript analytics,” or “we integrate seamlessly with everything!” when they talk about UCaaS. But Forrester says that behind all the glitz is a simple truth: systems have to work. They have to stay up. They have to fail over. They need to keep your people in touch. One important thing to note is that local backup and site survivability devices (failover support) are no longer optional; they are expected.
What this means for you is: Don’t forget about uptime SLAs and backup plans when you’re evaluating vendors. Make sure that the vendor covers phone, text, and video in case of a failover. Say, “What happens if the main data center goes down?” How quickly does the recovery happen? “Do we have proof or records of past events?” Forrester says that these are the kinds of questions that set the field apart.
2. AI and integration are no longer “nice to have.” They’re the basic things you need to be competitive.
People say, “AI is everywhere in UCaaS.” But Forrester goes deeper: just saying AI isn’t enough. The AI really shines when it connects intent to action, automates real work, and works across all types of communication, like meetings, chats, voice, and CCaaS.
Similarly, cross-vendor and cross-modal integration is gaining serious weight. In a world where your contact center might be one vendor, your collaboration platform might be another, and your voice service might be yet another, being able to connect those silos is a big plus. Forrester says that even though some progress has been made, there is still a lot of work to be done on true interoperability.
As part of your job, ask vendors about their AI plans. Ask, “What are the standard and premium AI-driven outcomes?” “Can the AI get information from our CRM and set up the next steps for a meeting?” “Can this platform work with our current CCaaS system without any problems?” What about the voice infrastructure we already have?
Why this is important right now.
Your UCaaS platform is no longer just an IT tool; it’s one of the most important things that helps you be productive, have a good experience, and be flexible as hybrid and remote work models change. If you choose a platform that keeps failing or only gives you AI fluff and no real action, you could:
Spending money on features that no one uses.
Making users angry, which leads to shadow IT.
Getting stuck with a platform that can’t adapt to future needs.
On the other hand, if you choose one that meets the Forrester standards for reliability, action-oriented AI, and readiness for integration, you will get a platform that can grow, change, and support your strategy for the future.
How Connect In Cloud works and why you should click through.
The report says that Connect In Cloud is a Strong Performer, which means it works well with UCaaS, CCaaS, and CPaaS. It’s a good all-around choice. That means you’re not just getting “phone + chat.” You’re getting a whole communications system made for today’s businesses.
But the full story is in the report, which goes into detail about how the providers compare in terms of reliability, integration, AI, global reach, and more. You’ll get:
A full scorecard for each of the twelve providers.
Strengths and weaknesses compared so you can choose the one that works best for you.
Ideas to help you improve your RFP grid and vendor review.
What to do right now.
Don’t make a blind decision if you’re in the last stage of choosing a UCaaS solution. Get the report, look over the vendor scorecard, and bring it up in your conversation with the vendor.
Get the free report now. Fill out the form, get the document, and make it a useful tool for your team to use when making decisions.
If you use Forrester’s data, you’ll go into your next vendor meeting with more than just a gut feeling. You’ll have questions, insights, and benchmarks. And that’s exactly the kind of smart move you need to make in your job.
Happy evaluating! Your end users and your comms stack will be grateful.
4 Ultra-Realistic Lifestyle Image Prompts
These prompts are designed to visualize the concepts of high-stakes decision-making, reliability, and advanced technology in a professional setting.
Prompt 1: The “High-Stakes Decision” Visual
Prompt: A cinematic, ultra-realistic close-up of a Chief Information Officer (CIO) reviewing a digital report on a transparent glass tablet in a dimly lit, high-tech boardroom. The tablet screen glows with complex data charts and the words “Forrester Wave.” The CIO looks focused and contemplative. Reflections of the data charts are visible in his glasses. Cool blue and grey color grading, 8k resolution, highly detailed texture on the suit fabric.
Prompt 2: The “Reliability & Uptime” Visual
Prompt: A hyper-realistic shot of a network operations center (NOC) where a diverse team of engineers is monitoring massive wall-sized screens showing global connectivity maps with green lines connecting continents. The foreground features a female lead engineer pointing at a stable “100% Uptime” metric on a monitor. The lighting is dramatic and futuristic, emphasizing stability and control. Shot on 35mm lens, depth of field focused on the lead engineer.
Prompt 3: The “AI & Integration” Visual
Prompt: A bright, modern open-plan office scene showing a creative meeting. A holographic projection (subtle and realistic style) floats above the conference table, displaying a 3D interface of a meeting transcript being automatically organized into tasks. The professionals around the table are engaged and smiling, interacting with the tech naturally. Warm sunlight floods the room, creating a contrast with the cool tech hologram. 8k, photorealistic style.
Prompt 4: The “Connect In Cloud” Brand Visual
Prompt: A professional lifestyle portrait of a business leader walking through a busy, modern airport terminal, talking effortlessly on a sleek smartphone via wireless earbuds. The background is blurred with motion, showing the hustle of travel, but the subject is sharp, calm, and connected. The image conveys seamless mobility and “work from anywhere” capability. High dynamic range, golden hour natural lighting coming through terminal windows.
