Have you ever worked at a place where you had different vendors for every type of communication? You used separate software for email, voice calls, video chat, and document sharing. While it gets the job done, it’s hardly the easiest or most efficient way to manage team communications.
By moving all your communications channels to a single platform that runs on cloud computing, you can simplify everything. This approach is called unified communications as a service, or UCaaS. It’s a tech-savvy, scalable solution a lot of businesses—big and small—are switching to.
Here’s a look at UCaaS technology.
What is UCaaS?
UCaaS stands for unified communications as a service. It’s a comprehensive business communications platform that provides an array of cloud-based communications systems from a single vendor. Common components of UCaaS platforms include:
-
Phone service. A UCaaS phone system includes features like call routing, voicemail, call forwarding, and interactive voice response (IVR) systems. Sometimes referred to as a private branch exchange, this is a cloud service and doesn’t require traditional phone lines.
-
Audio, video, and web conferencing. Many UCaaS solutions include options for audio conferencing, video conferencing, and web conferencing via a single integrated platform.
-
Instant messaging. A UCaaS service provider can offer instant messaging integrated with email or other web platforms.
-
File sharing. UCaaS systems offer collaboration tools to share files and co-edit documents.
-
Contact center tools. UCaaS vendors can provide communication solutions for customer support teams. This includes call routing to support agents in remote locations with access to centralized customer data.
-
Mobility tools for remote workers. UCaaS platforms can support remote work by letting team members access communications services and project management tools from web browsers. They don’t need on-site hardware, just a reliable internet connection.
How does UCaaS work?
UCaaS works by integrating many communication tools under one umbrella to create a unified communications platform. Let’s examine how this works and why it’s worthwhile from two perspectives (one technical and one user-based):
Technical level
From a technical standpoint, UCaaS works by migrating your company’s entire communication infrastructure to the cloud. The UCaaS provider hosts and manages all the necessary hardware and software—servers, security firewalls, and application platforms—in multiple data centers. Your company’s data and voice traffic are transmitted over the internet to the provider’s cloud, where it is processed and sent to the correct destination.
You access these cloud-based solutions via a subscription model, usually paying a monthly fee for each user. This model is scalable and lets you get things rolling quickly, without a lot of upfront costs, and with minimal tech resources. It’s on the UCaaS provider to provide the infrastructure for these communication technologies.
User level
Employees and customers access UCaaS communication tools through one app or portal. For example, you can use the same platform to make a phone call using VoIP technology, host a meeting on a video conferencing platform, and contact your whole department via team messaging software. It doesn’t matter whether you’re at a desk or on a mobile device—you stay connected to your team, creating a seamless communication experience.
UCaaS vs. other communication platforms and tools
- Unified communications as a service (UCaaS)
- Unified communications (UC)
- Contact center as a service (CCaaS)
- Communications platform as a service (CPaaS)
- Voice over Internet Protocol (VoIP)
- Web real-time communication (WebRTC)
UCaaS is one of several platform types that can streamline communication in the business world. Here’s a comparison of UCaaS with related technologies:
Unified communications as a service (UCaaS)
UCaaS is a unique type of unified communications. It’s a cloud-based setup that brings together different communications tools—like voice, video, chat, file sharing, contact center—in one platform. A third-party provider hosts and manages the UC platform, and you get access through a subscription model.
Unified communications (UC)
This is the general concept of integrating various communication tools—like voice, video, screen sharing, instant messaging, and email—into one, cohesive user experience. You can set it up with on-premise hardware and software or go with a cloud-based option. This makes sense for a hybrid workforce where some employees are in-office and others perform remote work.
Contact center as a service (CCaaS)
This is a unique form of UCaaS designed for customer service and support teams. It comes with advanced features that go beyond what typical UCaaS offers, like smart call routing and automated dialing. Most CCaS providers offer omnichannel management, allowing support agents to handle customer interactions across multiple communication channels, including social media, email, and live chat.
Communications platform as a service (CPaaS )
This is a cloud-based platform that allows developers to embed real-time communication features— like SMS, voice, video, and chat—into their own apps. While you don’t need technical expertise for CCaS or UCaaS deployment, CPaaS is made for tech professionals. It offers essential tools like application programming interfaces (APIs) and software development kits (SDKs) that developers can use to add real-time communication features into their own custom applications. This might include custom features on video conferencing portals or project management apps.
Voice over Internet Protocol (VoIP)
VoIP is the foundational technology that converts voice calls into digital data packets, allowing them to be transmitted over the internet rather than traditional phone lines. Any cloud-based service that includes voice calling will use VoIP as its underlying voice technology.
Web real-time communication (WebRTC)
WebRTC is an open-source technology standard that allows for real-time voice, video, and data communication between web browsers without the need for special plug-ins. It is a key technology behind the video and voice features of many UCaaS, CCaaS, and CPaaS applications. Like CPaaS and VoIP, WebRTC isn’t plug-and-play; it serves as a building block for web-based business tools.
Benefits of UCaaS
As a business owner, you can benefit from implementing UCaaS solutions. From convenience to cost savings, here are some reasons why teams embrace the UCaaS model:
Constant connections
UCaaS improves communication by providing a consistent experience across all devices and locations. Whether an employee is in the office, working from home, or on the go, they have access to the same tools and contact information, ensuring they’re always connected.
Convenience
Before the UCaaS market emerged, many business processes were spread out across separate platforms. By moving all channels to a single platform, UCaaS makes communication both convenient and flexible.
For instance, you can transition a phone call to a video meeting with a single click or access your voicemails as emails, streamlining communication and removing friction points. This facilitates real-time teamwork and faster decision-making.
Growth
UCaaS is highly scalable—vendors generally charge per user each month. You can easily add or remove users as needed without a major hardware investment, allowing you to expand into new locations or scale your workforce quickly and efficiently.
Cost savings
Moving communication infrastructure to the cloud helps businesses avoid large upfront costs for hardware and ongoing maintenance expenses. The subscription model of UCaaS turns big capital expenses into a predictable cost. And because UCaaS combines so many communication services, you may save money compared to buying individual services from different vendors.
Security
An increasing number of UCaaS providers offer end-to-end encryption, compliance features, and monitoring to protect data and safeguard sensitive communications.
Customer experience
UCaaS can enhance the customer experience by allowing quicker communication. Many UCaaS applications work with other platforms. For instance, if your UCaaS system works with your customer relationship management system (CRM), staff can access customer data during a call, enabling them to provide more personalized service.
What to look for in a UCaaS provider
Once you’ve decided that UCaaS makes sense for your business, you can turn your attention to finding the right UCaaS provider. Here are some qualities to look for:
-
Robust phone capabilities. Look for crystal-clear voice quality, call management tools like voicemail transcription, interactive voice response (IVR), and call routing dashboards.
-
High-quality video conferencing. When searching for UCaaS providers, look for high-definition video, screen sharing, breakout rooms, and meeting recording features. These not only support dynamic team collaboration but also enhance client presentations.
-
Integrated collaboration tools. The best UCaaS platforms can integrate instant messaging, real-time presence indicators, and screen sharing. Combined with phone and video conferencing, these tools are crucial for improving internal communication and collaboration.
-
Scalability. Your UCaaS platform should be able to scale with your business’s growth. Make sure your provider allows you to add or remove users, phone lines, and features without a large hardware investment. Most vendors offer flexible pricing models so you can pay per user, making it easy to adapt to your workforce.
-
Security. A good UCaaS provider should offer end-to-end encryption for all communications and adhere to relevant compliance standards like HIPAA or SOC 2. Ask the sales rep if their platform has a security incident program, disaster recovery program, and business continuity plans.
-
Support. Your UCaaS subscription should come with free software upgrades and technical support for members of your team. Study your service level agreement to make sure these features are included at no extra charge.
Notable UCaaS vendors
UCaaS supports a healthy marketplace of vendors, giving businesses a lot of options. Here are some providers you may wish to include in your research.
-
RingCentral. RingCentral is a comprehensive, all-in-one platform that includes voice, video, team messaging, and an extensive app gallery for integrations with popular business tools like Microsoft Teams, Google Workspace, and Salesforce.
-
Zoom (Zoom Phone). Many consumers know Zoom for its free video chat services. The company’s enterprise services extend further. The Zoom Phone UCaaS platform is an option for businesses already using Zoom for their video meetings and want an integrated system.
-
Microsoft Teams Phone. If your company is heavily invested in the Microsoft 365 ecosystem, it’s worth checking out Microsoft Teams Phone, which expands the Teams platform into a full UCaaS solution.
-
8x8. 8x8 stands out for its integrated contact center, which is useful for businesses focused on customer service. It offers voice, messaging, AI bots, and omnichannel routing across global locations.
-
GoTo Connect. GoTo Connect built its reputation on its ease of use, which has become further enhanced by recent AI integrations. You can use the platform for call routing, AI transcriptions and call summaries, HD video conferencing, virtual fax, and more.
How to transition to UCaaS
- Audit your existing infrastructure
- Plan a phased rollout
- Train employees and set adoption guidelines
- Communicate clearly and frequently
Here are a few steps to take as you prepare to migrate your communications systems to cloud services:
1. Audit your existing infrastructure
Before you can move to the cloud, take stock of your current communication systems. This includes an inventory of your hardware, an analysis of your current network capacity, and an assessment of your internet service provider’s speed and reliability.
2. Plan a phased rollout
Instead of migrating your entire communications system in one fell swoop, plan a phased rollout. You can start by transitioning a single department or location to the new platform. This allows you to test the system and work out any issues before a company-wide deployment.
3. Train employees and set adoption guidelines
A successful transition requires your employees to be comfortable with the new technology you’re providing. Set up hands-on training sessions and create a comprehensive knowledge base with how-to guides and an FAQ page.
Assign members of your IT department to mentor other employees. If you don’t have an IT department, consider identifying “power users” who understand the new technology and can help train their peers.
4. Communicate clearly and frequently
Keep your team informed throughout the entire transition process. Explain why the company is transitioning to UCaaS, what the benefits will be, and what the timeline looks like. This will help you manage expectations and reduce resistance to the new technology.
UCaaS FAQ
What is the meaning of UCaaS?
UCaaS stands for unified communications as a service. It’s the integration of a business’s communication channels (e.g., phone, video conferencing, instant messaging) in a single cloud-based platform.
What’s the difference between UCaaS and CCaaS?
UCaaS provides a complete suite of unified communication tools for general business use, while CCaaS focuses specifically on cloud-based solutions for contact center operations and customer support.
What is the difference between UCaaS and VoIP?
UCaaS is a full cloud-based communication platform that includes voice, video, messaging, and collaboration tools. VoIP refers specifically to the technology that enables voice calls over the internet.
