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2026 UCaaS Feature Adoption Benchmark Report

The gaps between smaller and larger providers exceed 20 percentage points on many key UCaaS capabilities. Download our new report to see how service providers across revenue segments are adopting UCaaS features – and what the gaps mean for your competitive position.

Are You Missing the Capabilities Enterprise Customers Expect?

Larger providers are pulling ahead in security, analytics, mobility, and AI, while smaller providers consistently fall short of baseline expectations. This benchmark report reveals where the competitive gaps are widest and how to close them before feature parity becomes the standard. Read it to learn:

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How Competitors Stack Up by Company Size

Only 29% of providers under $10M offer SIP trunk HA, but 41% of larger providers do. See the breakdown across all capabilities and where your platform ranks.

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Which Baseline Features You Can't Ignore

Only 40% of providers offer the three foundational UCaaS features: SIP trunk HA, voicemail transcription, and business texting. Are you one of them?

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Which Emerging Capabilities to Move on First

Conversational IVR adoption jumps from 3% at smaller providers to 24% at larger ones. Do you know which capabilities will help you differentiate as an early adopter?

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Where the Biggest Competitive Gaps Exist

Call sentiment analysis sits at 19% adoption at small providers vs. 32% at large providers. Find out which gaps represent the highest-impact wins for your roadmap.

ECG fills several engineering roles for the United States Department of Justice to support the deployment of a BroadSoft BroadWorks Unified Communications Suite which enables more than 25,000 end users in multiple geographically dispersed locations throughout the U.S.  Each of these sites requires hosted communications functionality from the centralized BroadWorks servers.

- U.S Department of Justice

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