What is UCaaS (Unified Communications as a Service)?
UCaaS (Unified Communications as a Service) is a cloud-delivered platform that combines business phone service, video meetings, team chat, file sharing, SMS, and often contact center tools in one subscription. Instead of buying and maintaining an on-premises phone system, you pay per user per month, and the provider runs the infrastructure. Common examples include Microsoft Teams Phone, Zoom Phone, RingCentral, Webex Calling, and 8×8.
This guide explains what UCaaS stands for, how it differs from UC, how it works, essential tools, pros and cons, how to migrate, how to choose a provider, and where UCaaS is heading.
What Does UCaaS Stand for?
UC or unified communications, refers to the multiple communications and productivity tools that are integrated into a single platform. UCaaS, short for Unified Communications as a Service, refers to the combination of various communication and productivity tools that are integrated into a single platform. “As a service” refers to the delivery model used for cloud services.
UCaaS vs UC: What is the Difference?
The main difference between UCaaS and UC is their delivery. UC is a broader term that encompasses UCaaS (Unified Communications as a Service). In addition, UC solutions can be delivered via the cloud or on-premise while UCaaS is only provided through the cloud. Thanks to its cloud delivery, UCaaS solutions are typically easier to scale and more cost-effective when compared to traditional UC offerings. Since your solution is hosted in the cloud recurring fees such as maintenance, installation, and on-site support are eliminated, making Unified Communications as a Service cheaper and easier to deploy.
How Does Unified Communication as a Service Work?
To fully comprehend how UCaaS works first you need to understand how UC (Unified Communications) operates.
The Truth Behind UC
Traditional UC brings communication channels such as email, SMS, video conferencing, and calls under one umbrella, but many organizations still run them as separate tools from different vendors. Employees end up toggling between apps, which costs time and focus.
According to a Harvard Business Review study of 137 workers, “People spend just under four hours a week reorienting themselves after toggling to a new application. Over the course of a year, that adds up to five working weeks, or 9% of their annual time at work”.
The same study found that after 65% of switches, users moved to yet another app less than 11 seconds later, fragmenting their attention.
Unified Communications as a Service Boosts Productivity
UCaaS eliminates the need of toggling between applications by providing a streamlined platform for all your communication services, resulting in increased collaboration and productivity. In addition, its cloud-based nature makes UCaaS solutions accessible from anywhere at any time making it the perfect solution for mobile or hybrid work environments.
Essential Tools of UCaaS
A good UCaaS system should include:
Chat
Enhance team collaboration with instant messaging. Stay connected in real-time with features like individual and group messaging, team and project channels, and easy file-sharing options for seamless communication.
Collaboration
From shared calendars to seamless file sharing and comprehensive project management tools, unified communication as a service makes it effortless for employees to work together across functions, driving alignment and achieving goals.
SMS
Integrating your UCaaS solution with text/SMS allows you to expand and increase your organization’s reach while enhancing your communication and marketing strategy.
VoIP
Efficient communication is vital for making informed decisions quickly. By leveraging UCaaS innovative VoIP services, businesses can streamline their processes and accelerate decision-making while ensuring seamless communication. Some of the features included in VoIP services in unified communication as a service solution include:
- Call forwarding
- Conference Calling
- Call Recording
- Advanced Call Routing
- Auto attendants and IVR
- Voicemail to email and transcription
- Mobile and desktop apps on any device
Video
Maximize team collaboration with UCaaS video feature. Conduct seamless online meetings and engage in face-to-face interactions across time zones. Enhance productivity with advanced collaboration tools such as screen sharing, recordings, and chat. Unlock the full potential of video with unified communications as a service.
Pros and Cons of Unified Communications as a Service
Even though unified communication as a service has plenty of benefits, every solution has its drawbacks. That’s why it’s crucial to be informed before deciding if UCaaS is for you.
Pros of Unified Communications as a Service
- Lower investment
- No maintenance or installation needed
- Greater mobility and scalability
- No need to invest in software updates or hardware
Cons of Unified Communications as a Service
- High dependency on the quality of your internet connection
- Emergency calling (911) must be configured carefully: federal Kari’s Law and RAY BAUM’S Act rules require direct 911 dialing and dispatchable location for multi-line systems, including for remote users
- Possible compatibility issues with existing phones, paging, fax, and door entry devices
- Ongoing per-user subscription costs that can exceed the cost of an owned system over many years
How to Move to UCaaS
Moving to a unified communication as a service provider can be beneficial for both enterprise-level organizations and small businesses, but not planning your migration properly can lead to disruptions, reduced productivity, and increased costs. Before migrating to a UCaaS solution, make sure to follow the following tips:
Tip 1: Audit Your Current Communication Systems
Identifying your existing tools and application systems will allow you to avoid overlapping tools and reduce costs by identifying which tools you need and which ones you don’t. In addition, auditing your tools will allow you to identify untapped communication opportunities to boost your business productivity, reduce costs, and more.
Tip 2: Conduct a Needs Assessment
Every organization has unique needs, so having a clear understanding of the features you require and identifying any gaps in your current setup is crucial. Additionally, this assessment phase provides an opportunity to gather valuable feedback from your team members and pinpoint areas where workflows could be enhanced.
Tip 3: Inform your Team of your Migration Plans
Keeping your employees in the loop will allow them to plan accordingly and smoothen your migration process to avoid unnecessary drawbacks and ensure minimum disruption.
Tip 4: Train Your Team
Training your team on unified communications as a service platform will ensure you reduce the learning curve associated with a new system. Make sure to leverage any learning material or resources provided by your UCaaS provider to ensure your team knows how to handle your system.
How to Find the Right UCaaS Provider
Investing in a new UCaaS platform brings numerous advantages to both new and established businesses. However, selecting the right UC provider can be a daunting task. To ensure you find the best fit for your business, keep the following criteria in mind.
Support Services
Your UCaaS system is only as good as the support behind it. Is 24/7 support available? Will the provider manage number porting, installation, and configuration? Will your team receive training? Ask these questions before choosing a provider.
Security Services
Hybrid work makes security essential. Look for encryption of calls and messages, single sign-on and MFA, administrative audit logs, toll-fraud protection, and compliance support such as HIPAA BAAs where needed.
Reliability
Examine each provider’s uptime history and financially backed service level agreement (SLA). Look for at least 99.99% uptime (under about 53 minutes of downtime per year), geographically redundant data centers, and a public status page with incident history.
User Experience
A Unified Communications as a Service (UCaaS) system streamlines cross-device work for employees, highlighting the importance of a consistent user interface (UI) and user experience (UX). This not only saves time but also enhances employees’ ability to efficiently navigate and oversee their daily communication tools. Additionally, a consistent UI and UX facilitates IT support when necessary.
The Future of UCaaS (Unified Communications as a Service)
With the rapid advancement of communication technology, businesses are increasingly embracing cloud-based UC platforms to stay ahead with innovative features and robust security. Additionally, several other trends are reshaping the landscape of business communication technology.
AI (Artificial Intelligence)
UCaaS platforms now include AI features such as meeting summaries, call transcription, real-time translation, and AI receptionists that answer and route calls. Learn more about contact center AI.
CRM Integration
As technology advances, an increasing number of UCaaS solutions are offering a seamless way to improve customer experiences by integrating contact centers and customer relationship management (CRM) tools into their platform. This makes UCaaS services not only beneficial for employee communication and connection, but also it makes it an efficient tool for managing customer relationships.
Security Measures
With more communication channels comes more risk. UCaaS providers continue to add encryption, data protection, and compliance controls, and organizations should pair them with network security and monitoring.
Looking for UCaaS Services?
BTI Communications Group has been in business for 40 years and helps small businesses and enterprise organizations plan, deploy, and support cloud communications, including number porting, phones and headsets, 911 configuration, integrations, and training. Our business VoIP installation team handles the move, and our managed IT services Los Angeles team makes sure your network delivers clear calls. See how unified communications in healthcare works in practice, and how unified communication solutions increase ROI.
Frequently Asked Questions
What does UCaaS stand for?
Unified Communications as a Service: a cloud-delivered platform that combines phone, video, chat, and collaboration tools in one subscription.
What is the difference between UC and UCaaS?
UC (unified communications) is the broad concept and can be on-premises or cloud. UCaaS is UC delivered from the cloud as a subscription service.
Does UCaaS support 911 calls?
Yes. UCaaS platforms support 911, but they must be configured for direct dialing and dispatchable location under Kari’s Law and RAY BAUM’S Act, including for remote workers.
What uptime should a UCaaS provider offer?
Look for a financially backed SLA of at least 99.99% uptime, geo-redundant data centers, and a public status page.
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