In 2025, unified communications can often look anything but unified. Customers are split across Microsoft Teams, Zoom, Cisco Webex and more, creating operational headaches for channel partners tasked with keeping them connected.
Supporting multiple UCaaS platforms means duplicating infrastructure, chasing elusive certifications, and building scarce and expensive skills. Simultaneously, PSTN connectivity is becoming increasingly commoditized, leaving margins perilously thin.
As Benny Matityahu, VP of Unified Communications and Collaboration at AudioCodes, put it bluntly: “Supporting a single UCaaS platform requires a certain skillset, but supporting multiple platforms means you need expertise across several, which is a major challenge.”
The pressure is rising on service providers and resellers. Businesses want choice, but partners need a way to deliver it without multiplying cost and complexity.
Skills, Certification and Cost Make Up the Multi-UCaaS Bottleneck
Channel partners often discover that moving beyond a single UCaaS platform quickly exposes hard limits. Infrastructure must be replicated or consolidated, which is costly either way. Certifications are another barrier. To deliver Microsoft Operator Connect or Cisco Webex Cloud Connect, partners need official approval, which UCaaS vendors grant under specific terms. Without those credentials, service providers and resellers are stuck with slower, less scalable options.
Layer on the inherent complexity of enterprise voice, such as trunks, routing policies, legacy systems, and local breakouts, and the economics become brutal. Even highly skilled teams can struggle to scale multi-UCaaS support without burning resources.
That, in essence, is the problem AudioCodes set out to solve.
AudioCodes’ Live Platform Features One Infrastructure For All Platforms
Roy Wizeman, Director of UCaaS Platform and Solutions at AudioCodes, explained: “AudioCodes started as an SBC vendor, gaining all the necessary certifications; Direct Routing for Teams, Zoom premises, Webex local gateway. We then extended that to certify the Live Platform itself in all those programs as well as Microsoft Operator Connect, Webex Cloud Calling and Zoom Provider Exchange, so it can act both as an enabler and as a provider to help partners dramatically reduce the time and effort needed for customer onboarding.”
In practice, this means partners don’t need separate skill bases for each UCaaS platform. AudioCodes’ dedicated R&D teams handle vendor-specific integration, while the platform’s automation removes the need for deep technical scripting. Infrastructure can be hosted entirely by AudioCodes or run by partners themselves, giving them freedom to start lean and grow into dedicated environments.
The result is faster onboarding, reduced operational overheads, and a platform that can cope with both the simplest PSTN-to-UCaaS deployments and the most complex hybrid scenarios.
Enreach offers a clear example. Operating across 20 European markets, the UC provider needed to deliver Teams and Webex calling at scale without duplicating infrastructure. By deploying AudioCodes Live Platform, Enreach cut provisioning times from weeks to hours, slashed operational costs by over 30 percent, and supported mixed environments across its customer base without spiralling complexity.
Beyond Connectivity: AI-Powered Services Drive New Margins
Simplifying connectivity is necessary but not sufficient. With traditional voice margins under pressure, partners need new value-added services that deliver stickier contracts and higher returns. That is where AI enters the picture.
As Matityahu highlighted: “PSTN connectivity is being commoditized; prices are under pressure and margins are low. The real opportunity comes from value-added services layered on top of UCaaS. Applications like Meeting Insights, VOCA Conversational Interaction Center , and compliance recording can be white-labelled by partners, giving them full margin on sales.”
Live Platform delivers these services in a multi-tenant, multi-tier environment, allowing partners to brand and resell them while maintaining control. Meeting Insights, for example, aggregates meeting data into a searchable enterprise knowledge base, far beyond the personal notetakers that dominate today. VOCA, a Teams-based contact center solution, extends UCaaS into customer engagement. Compliance recording remains indispensable in regulated industries.
For Enreach, layering AI services onto its UCaaS portfolio led to attach rates above 40 percent in financial services, providing clear proof that AI-powered features can strengthen customer relationships and extend revenue beyond connectivity.
Building a Profitable Multi-UCaaS Business in 2025
The story for partners is consistent. Organizations will continue to run mixed UCaaS environments, connectivity margins will continue to tighten, and skills, infrastructure, and certifications will remain barriers for all but the largest providers. Without a way to cut through these constraints, building a profitable channel business in multi-UCaaS looks increasingly difficult.
That is the opportunity behind AudioCodes’ Live Platform, a single delivery platform that removes the technical and commercial obstacles, reduces costs, and unlocks higher-value AI services. Wizeman summed it up: “For a channel partner to build that expertise themselves would be very costly and complex. With Live Platform, they don’t need to.”
Enreach’s experience illustrates that partners can start with a single UCaaS service and expand step by step: Teams, then Webex, then Zoom, then AI-powered applications, building a scalable and profitable business without reinventing the wheel at every stage.
