Unified communications as a service

UCaaS is a cloud delivery model that brings unified communications (UC)—like chat, file sharing, telephony, and video conferencing tools—into a single interface or platform.

With unified communications and collaboration, businesses gain more control over their workflows and processes, and employees stay better connected. Unified communications solutions also eliminate the need to switch between multiple communication tools, boosting workplace organization, efficiency, and productivity. 

“Unified communications” refers to a variety of communication and productivity tools that are integrated into one platform. Common tools in UC platforms include VoIP phone, instant messaging, email, online meetings, conferencing, and calendars and scheduling.

“As a service” refers to the delivery model used for cloud services and software.  

The main difference between UC and UCaaS is simply where the unified communications provider is hosted. UC is a broader term that encompasses UCaaS, and can be both cloud based or hosted on premise. UCaaS is only cloud based.

Because UCaaS systems are cloud based, they are typically easier to scale and more cost effective than traditional on-premises UC systems. Many UCaaS solutions operate on a monthly or annual subscription, with pricing based on tiered services and number of users. Traditional on-premises UC platforms, on the other hand, have a larger upfront investment, plus maintenance and licensing fees.

UC technology uses a single interface to manage communications, allowing teams to switch seamlessly between channels—from messaging coworkers, to calling customers, to video conferencing with stakeholders. Instead of needing multiple platforms or providers for different services, UCaaS streamlines the many communication tools businesses use every day into one platform, improving collaboration and productivity.

Since UCaaS works over the internet, employees can access the tools they need on almost any device at any time. This means employees can work efficiently and stay connected wherever they are—in an office, their homes, or while traveling.

Instead of hosting UC platforms on a traditional on-premises network, UCaaS solutions are securely hosted over the internet. This eliminates the need for on-site maintenance and technical support, and makes UC solutions faster and cheaper to deploy—which is especially helpful as businesses grow or organizational needs change. Cloud-based UC solutions are also better at supporting a mobile or hybrid workforce, which helps businesses save on both office and travel expenses.

A UCaaS system helps businesses improve efficiency and productivity, and helps employees stay connected from anywhere. Essential functions of UCaaS include:

• Chat: Instant messaging helps dispersed teams connect in real time. Chat often includes features like individual and group messaging, team and project channels, and embedded file sharing capabilities for quick and convenient communication.
  
  
• Voice: Phone services like call forwarding, conference calling, call recordings, and advanced call routing help businesses make decisions faster. In UCaaS, voice capabilities work using VoIP technology.
  
  
• Video: Video enables online meetings for teams, allowing for face-to-face interactions even across time zones. Advanced collaboration features like screensharing, recordings, and chat help teams make the most out of this essential tool.
  
  
• Collaboration: Collaboration features such as calendars and scheduling, file sharing, and project management tools make it easy for employees to work cross-functionally and align on goals.

Effective communication is essential to businesses of any size, especially as more companies adapt a permanent hybrid and remote working model. But UCaaS helps teams with more than just virtual collaboration—it also helps business stay competitive in changing markets.

Some advantages of UCaaS include:

• Reduced costs
  Since UCaaS is cloud based and works in one interface, companies spend less on maintenance, licensing fees, and initial installation. Businesses may also save on office and travel expenses.
  
  
• Scalability
  UCaaS solutions simplify onboarding and make it easy to add new users as teams grow. UCaaS systems will also have the newest technology to improve businesses processes, automatically updating with new security features, tools, and apps.
  
  
• Improved productivity
  Instead of working across several platforms, employees have everything they need in a centralized location—which improves workflow efficiency and project management. This helps teams move faster and improve work quality.
  
  
• Flexibility
  With a variety of communication tools in one platform, UCaaS helps businesses respond and adjust to changes quickly, plus respond to customer needs faster. UCaaS also empowers employees to work from almost anywhere on any device with a reliable internet connection.

UCaaS comes with many business benefits, but there are some disadvantages to consider, too.

Advantages of UCaaS include:

• Faster deployment.
  
  
• Greater mobility for employees.
  
  
• Cost savings.
  
  
• Better workflow efficiency.
  
  
• Always up-to-date technology.

Disadvantages of a UCaaS include:

• Dependency on a strong internet connection.
  
  
• Limited emergency calling.
  
  
• Possible interoperability problems with existing hardware.

Every organization can benefit by moving to a UCaaS system, but the fear of communication disruptions may be holding businesses back from making the switch. To make the transition smoother and ensure business continuity, consider the following best practices:

1. Audit your current communication tool stack.
   When transitioning from a legacy communications system to a UCaaS platform, it’s important to identify all current communication tools employees use across teams and departments. You may find tools overlap or there are certain features you don’t use at all, which will help you make informed decisions as you move to a new UCaaS system.
   
   
2. Assess your needs.
   UCaaS systems typically operate on a tiered services plan, so knowing what features you need and where your current gaps are is critical. This assessment period is also a chance to gather feedback from team members and learn where workflows could be improved.
   
   
3. Alert your team and give a transition timeline.
   As you move to a UCaaS system, ensure your team understands the timeline of the switch. Will it be a phased rollout or an immediate transition? Keeping employees in the loop helps ensure they have enough time to document processes and keeps business disruption to a minimum.
   
   
4. Access learning resources early on.
   While you can expect a learning curve as you switch communications systems, providing support and resources early on should help make the process smoother. Take advantage of learning materials provided by the UCaaS provider or conduct a training to ensure employees have everything they need once the new UCaaS system is implemented.

Investing in a new UCaaS platform provides many benefits for new and established businesses alike, but it can be challenging to compare providers and select the right UC provider for your needs. To find the best UC provider for your business, be sure to keep the following criteria in mind:

1. Customer service
   Does the UCaaS provider have live chat or phone support always available? Will there be assistance in the initial implementation or UC migration? Is there team onboarding or continued training? Knowing what help is available if you need to troubleshoot an issue is an important element to consider when finding the best UC provider.
   
   
2. Security
   With remote and hybrid employees working on different networks and devices, it’s important to look for comprehensive security features in UCaaS provider. Before investing, speak with a representative about the UC provider’s infrastructure with data encryption, threat management, and access permissions and controls.
   
   
3. Reliability
   As you compare UC providers, consider the uptime history or ask to see documentation about the provider’s reliability performance. Uptime percentage should be above 99 percent. You can also check out the UC providers’ social media pages to see if there’s a pattern or history of outages.
   
   
4. Consistent user experience
   A UCaaS system makes it easier for employees to work across devices, so having a consistent UI and UX is critical. This saves time and makes it easier for employees to navigate and manage the communication tools they use every day. It also makes it easier for IT to provide support if needed.

Because of the COVID-19 pandemic, UCaaS technology has become a necessity for many companies—enabling teams to work remotely and remain competitive even in times of uncertainty. In the future, UCaaS will continue to be a key part of businesses’ digital transformation, helping teams improve internal processes, customer engagement, and adapt to new markets.

UCaaS technology is here to stay as more companies adopt a permanent hybrid or flexible working model. To meet the needs of a distributed workforce, UCaaS features are evolving at a rapid pace.

Presence cues—letting coworkers know when someone is away, in a call, or presenting—for example, have become a key aspect of UCaaS platforms. These tools also eliminate distractions and help employees maintain their work-life balance, indicating when someone is heads down, focusing, or signed off for the day. Video and chat components of UCaaS have also evolved, with new reaction features to encourage participation in discussions and better engage audiences in meetings.

As communication technology evolves, more businesses are turning to cloud-based UC platforms to ensure they’re up to date with the latest features and security. Other trends shaping the future of business communication technology include:

AI and machine learning technologies—from chatbots and smart assistants to data insights—will continue to evolve in UC platforms. In UCaaS, AI can help improve workflows by automating processes, improve accessibility with speech-to-text capabilities, and boost efficiency with intelligent scheduling and recommendations.

UCaaS is a clear win for employee communication and connection, but it can boost customer relationships, too. As business technology develops, more UCaaS solutions are providing a seamless way to improve customer experiences by integrating contact centers or customer relationship management (CRM) tools into the platform.

More ways to communicate and collaborate mean additional entry points for security threats. As communication technology evolves, UC platforms will continue boosting their infrastructure to make improvements in threat management, encryption services, and data protection. UCaaS may also develop security add-ons with certain industries in mind to address compliance needs.