These days, UCaaS is one of the most commonly accessed tools in any company’s technology stack. It offers a convenient platform where companies can synergise and align the various systems they use for communication, from messaging and video to business voice.
Experts predict that by 2030, more than 75% of all companies will be using UCaaS platforms for their calling, meeting, and messaging needs. Adoption rates are increasing at a phenomenal pace, thanks to numerous factors, such as the rise of remote and hybrid work, the global prevalence of the cloud, and an ever-increasing demand for flexibility and scalability.
However, even in a world where UCaaS is more popular than ever, companies still don’t fully understand what a “UCaaS” solution does.
Here’s everything today’s businesses need to know.
What is UCaaS? An Introduction
UCaaS stands for Unified Communications as a Service.
Unified Communications platforms are tools designed to align multiple communication technologies into one cohesive space. The “as a service” model, popularized by software as a service (SaaS), allows organizations to access the features of UCaaS on a flexible pay-as-you-go basis.
According to leading market analyst Gartner, UCaaS is a cloud communications delivery model, which supports a range of communication functions, specifically:
- Enterprise telephony
- Meetings (video, web, and audio conferencing)
- Mobility and apps
- Instant messaging and presence (Collaboration tools)
- Communications-enabled business processes
- Unified messaging
Notably, UCaaS infrastructure is maintained, owned, and operated by a service provider. This means companies can access all the functionality they need in their communication stack, without having to maintain and manage solutions in-house.
Typical characteristics of a UCaaS platform can include everything from multitenancy communication data management to performance and usage reporting, collaboration tools, and enterprise telephony. As the communication landscape evolves, the services offered by UCaaS providers are growing more comprehensive.
Common UCaaS Architecture Options
One of the factors that makes UCaaS such a compelling option for many business owners, is that it’s inherently flexible. UCaaS isn’t a one-size-fits-all solution but a customisable ecosystem which users can adapt to suit their needs. This is particularly true now that integrations, APIs, and CPaaS elements in UCaaS systems are growing more common.
From an architecture perspective, UCaaS offers two primary solutions: single-tenancy, and multi-tenancy. In a single tenancy solution, companies leverage a customised platform which can integrate with their on-premises applications. Multi-tenancy customers share a single software platform, offering a more cost-effective solution for some brands.
In a multi-tenancy environment, software instances are hosted in a UCaaS provider’s data center, and software upgrades are regularly pushed out to each user. However, multi-tenancy is often considered less flexible and customisable than a single-tenancy alternative.
Enterprises in the modern UCaaS space can also adopt a hybrid approach. This involves keeping a portion of their unified communication tools and technologies on-premises, and moving the rest into the cloud. This is a common choice for larger enterprise companies with specific security and management requirements.
The Features of a UCaaS Technology Stack
As mentioned above, the features and functionalities of UCaaS solutions have evolved drastically over the years. Originally, most UCaaS tools simply offered companies a way to combine their most commonly used communication tools into a single cloud-based platform. As time has progressed, UCaaS vendors have begun to differentiate their offerings with more options.
Today’s platforms can offer a range of valuable add-ons and extras, such as chatbots and virtual assistants, AI analytics, and project management tools.
Many modern UCaaS solutions are also capable of integrating with other software and as-a-service offerings. Leading providers are increasingly offering combination platforms which feature elements of CCaaS (Contact Centre as a Service) and CPaaS (Communication Platform as a Service). These tools may also integrate with CRM, ERP, Workforce Management, and other solutions.
Some of the most common features of any UCaaS technology stack include:
Voice and Telephony
Voice and telephony features are often the core components of any UCaaS stack. For many companies, UCaaS is a way to replace and update old-fashioned business telephony solutions. UCaaS systems can allow users to move away from the standard PBX environment, embrace the benefits of VoIP, or even create a custom calling environment.
Unlike standard VoIP solutions, UCaaS goes beyond basic voice functionality, to provide companies with comprehensive tools for managing their communications. UCaaS tools can come with access to call analytics, call forwarding, routing, and tracking tools. They typically allow brands to run their entire phone system via an internet connection. Plus, UCaaS solutions can work alongside a wide range of softphones and desk phone solutions.
Video and Audio Conferencing
Conferencing tools have long been a common component of the UCaaS landscape. However, the demand for these solutions has increased significantly in recent years, due to the rise of remote and hybrid work. In 2021, the video conferencing market began to peak, and adoption increased throughout the world by around 20% in the next year.
As remote and hybrid workplaces grow more common, businesses are relying on video and audio conferencing tools to effectively connect their employees. Many UCaaS solutions from leading vendors like Microsoft, RingCentral, and Cisco provide extensive meeting and conferencing tools, with in-build options for scheduling, virtual backgrounds, and even digital whiteboarding.
Messaging
Messaging has become one of the most popular ways for people to communicate in a fast-paced digital world. Not only are consumers looking for more messaging options to reach customer service teams, but in-house employees also rely on messaging for asynchronous collaboration. According to some studies, employee retention among companies with messaging apps is 4.5 times higher.
Messaging features built into UCaaS tools can include access to web and mobile-based apps, where teams can collaborate on a one-to-one or channel basis. Messaging solutions can also include support for SMS and MMS texts, to help keep employees connected regardless of where they are in the world. Messaging solutions may also come with additional features, such as timed messages, @mentioning, privacy features, and real-time presence insights.
Mobility and Apps
Demand for job mobility has been rising for some time now, particularly with the rise of the expanding remote and hybrid workforce. UCaaS solutions typically come with a variety of platform-agnostic applications and tools employees can access from anywhere. Thanks to their positioning in the cloud, UCaaS solutions ensure employees don’t necessarily need to download software or access a specific tool to connect with colleagues. Instead, they can join conferences, share insights, and connect via an email link, or web browser.
Some UCaaS vendors have even begun producing applications and features for their solutions which target specific groups of employees. For instance, field service apps allow users to communicate on the move with push-to-talk functionality. Remote workers can access apps which allow them to instantly track which employees are available at any given time.
Collaboration Tools
Unified Communication and Collaboration tools have become increasingly intertwined in recent years. Today, virtually all UCaaS systems provide access to some tools for collaboration and employee synchronisation. Most technologies will offer access to presence tools, so employees can instantly determine which employees are available to connect with at any time.
UCaaS systems can also include file storage platforms, where users can share documents and company knowledge. Some solutions will even allow users to collaborate on documents and other pieces of work at the same time. Other collaboration tools included in UCaaS platforms can also include project management apps, whiteboarding services, and scheduling or calendar tools.
CPaaS, Integrations and APIs
As companies continue to move away from one-size-fits-all solutions for communications, UCaaS platforms are becoming more flexible. Many leading vendors are now offering UCaaS tools which offer access to components of CPaaS (Communication Platforms as a Service) and APIs. Application Programming interfaces allow users to connect external tools to their UCaaS system, so they can build their own bespoke technology stack.
Some solutions provide open access to APIs for developers, while others offer in-built integrations with leading partnership tools. For instance, a UCaaS system may be able to work in conjunction with CRM (customer relationship management) tools, video conferencing services, workforce engagement and management tools, scheduling systems, and project management applications. Some UCaaS offerings also combine with CCaaS solutions, so companies can access the tools they need for internal and external communications in one unified space.
Management Tools
Management tools are another core component of the UCaaS landscape, and they come in a variety of formats and flavours. Most UCaaS systems come with comprehensive cloud-based portals, where companies can provision technology to employees regardless of where they are in the world, update technology, and even track the health of communication systems.
The right management tools can help companies to keep track of crucial communication resources, monitor communication quality, and even improve compliance and security standards. Many UCaaS solutions not only offer their own embedded provisioning, configuration, and management tools, but also integrations with other apps and solutions to assist in this process.
For instance, service management solutions in the UCaaS space enables zero-touch provisioning of tools, and end-to-end device monitoring. There are also solutions which can make it easier for companies to share resources like meeting room technology and hardware among employees effectively.
The UCaaS Marketplace: Vendors, Providers and Resellers
At present, the UCaaS market is expected to reach a value of $262,37 billion by 2030. According to Grand View Research, the environment is currently experiencing a CAGR of around 20.6%, a significant increase from previous years. Most experts believe the rising demand for UCaaS can be attributed to a number of factors, including the growing work form home model.
UCaaS provides companies with the opportunity to deliver effective communication tools to their employees wherever they are, regardless of the device they may be using. Similarly, advanced features appearing in UCaaS platforms, such as AI systems, call recording, and analytical tools are assisting businesses in achieving rapid growth.
The wide deployment of 5G technology and high-speed internet is also expected to deliver new opportunities to the market going forward. As connectivity evolves, communication delivered via the cloud will become more reliable and resilient.
The UCaaS marketplace is made up of a number of key players, split into vendors, service providers, and resellers or partners. Here’s what brands should know about each contributor.
UCaaS Platform Vendors
UCaaS Platform vendors are the market-leading companies offering access to comprehensive, cloud-based environments for communications. Over the years, the number of vendors has increased drastically, as demand for UCaaS has risen. Not only are well-known communication powerhouses like Cisco and Avaya present in this ecosystem, but other emerging technology companies have begun to play a part in the UCaaS space too.
Companies like Zoom, Microsoft, and Ooma are making their way into the space, alongside other popular vendors like 8×8, RingCentral, Dialpad, Mitel, Vonage, and many others. As the space grows more competitive, many platform vendors have begun to search for ways to differentiate their offerings, with new features and functionality.
As mentioned above, UCaaS providers are beginning to combine their Unified Communication platforms with other as-a-service offerings in the CPaaS and CCaaS space. These companies are also looking for new ways to deliver value to companies, with compliance monitoring, recording, artificial intelligence, workforce management, and collaboration tools.
Some of the major trends emerging among UCaaS platform vendors in recent years include:
- Artificial Intelligence and Machine Learning: Intelligent tools capable of offering support for insightful analytics, virtual assistants, and chatbots.
- Automations: Using AI concepts, companies can build automated workflows into UCaaS solutions which assist with everything from data entry to call routing.
- SaaS alignment: All-in-one environments combining UCaaS with CCaaS and CPaaS elements have become increasingly common in recent years.
- Enhanced connectivity: Improved connectivity offered by edge computing, 5G, and other advanced solutions are emerging to boost communication reliability.
- Boosted security and controls: Advanced compliance, security, and privacy controls are becoming a must-have in the UCaaS market.
Service Providers
UCaaS service providers are entities using the cloud environment to deliver services relevant to the unified communication landscapes. The term service provider and “vendor” is often used interchangeable in the UCaaS world. However, service providers can sometimes provide additional functionalities not offered by the standard platform solution.
For instance, many service providers offer migration services and support for companies making the transition from a traditional communication ecosystem into the cloud. They can help organisations to build a customised cloud solution with the help of partners and industry experts. Service providers may also offer consistent monitoring and reporting tools to maintain communication quality.
Service providers can offer everything from configuration support, to professional managed solutions, which allow business leaders to get the most from their UCaaS instance. Service providers can also sell endpoint solutions (hardware for UCaaS systems), and complementary tools.
As the world of UCaaS becomes more customisable and flexible, service providers may also assist business leaders with creating unique integrations between systems, or designing bespoke applications for team members to use in the UCaaS environment.
Resellers and Partners
UCaaS resellers are smaller companies in the communication landscape, focused on creating custom solutions for clients, using pre-existing technology. Resellers and partners in the UCaaS environment are often utilised by businesses in search of specific functionalities or features from their UCaaS offering. They may be able to add further features onto a UCaaS system for a client, such as compliant recording or analytics tools.
Resellers are also responsible for helping companies to gain access to the critical hardware and endpoints they need to build their UCaaS offerings. Even in a world where software rules, accessing the right hardware continues to be crucial for any business investing in UCaaS. Resellers can assist companies in choosing everything from standard desk phones, to mobile devices, meeting room systems, and conferencing technology.
Resellers and partners can work as system integrators, consultants, and migration professionals. They may also help businesses to leverage integrations and CPaaS solutions such as APIs to form connections between different tools. The primary focus of a reseller or UCaaS partner is to ensure organisations can access the bespoke solution they need, without hiring additional technical experts.
The Benefits of UCaaS
Unified Communications as a Service solutions provide companies with an alternative route to building a comprehensive communication stack. With UCaaS, businesses don’t need to purchase individual tools for webinars, video conferencing, and messaging and attempt to track them all separately. Instead, they can access all of the resources they need in one flexible environment.
Most UCaaS systems even come with cloud-based portals, where organizations can effectively configure, provision, and update technology remotely. In one report, 31% of companies said they were keen to access UCaaS as a way of shedding technical debt from legacy processes and systems.
For modern organisations, UCaaS offers a flexible opportunity to scale and grow according to the needs of a rapidly evolving marketplace. The key benefits of the technology include:
1. Reduced Technology Costs
One of the core benefits of UCaaS, is that it allows companies to minimise some of the costs associated with running an effective communication stack. In general, UCaaS systems are less expensive to purchase than individual tools and technology. Some companies say they save up to 65% when moving their technologies into the cloud.
UCaaS providers charge a flat rate for a multitude of servers, which makes it easier to manage budgets and spending. There’s also no need to pay for extra maintenance and subscription costs for add-on solutions like SMS messaging, internal file sharing, conferencing services, and team messaging software. UCaaS essentially reduces communication costs, without sacrificing productivity or performance.
2. Improved Technology Management
In a time of evolving omnichannel communications, the average company is now using a multitude of different tools and services to stay connected. Not only does accessing these different tools separately cost more, but it requires more human resources too. IT employees need to be able to monitor, track, and manage every system used by the business, to preserve performance levels and compliance.
UCaaS solutions help to minimise the management overheads of a communication stack. Rather than having to monitor each solution individually, companies can track the performance of a single, unified platform. Many UCaaS solutions even come with quality management and reporting tools to assist with this. What’s more, since UCaaS solutions are managed entirely by the vendor or service provider, there are fewer maintenance requirements to deal with within the business.
3. Flexibility for the Future of Work
Some estimates suggest around 70% of the workforce will be working on at least a partially remote basis by 2030. While the demand for remote and flexible work has been increasing for some time, it accelerated rapidly following the events of the pandemic. Today, distributed employees have become commonplace in companies from every industry.
Because they’re based in the cloud, UCaaS solutions enable employees to remain productive from anywhere. Employees can access the technology they need to collaborate and communicate on any device with an internet connection. Additionally, companies can provision and manage communication tools remotely, using online portals. This opens the door to greater flexibility when hiring employees from different regions or locations.
4. Greater Efficiency and Productivity
Having a multitude of separate tools to use in the business landscape doesn’t just present problems from a financial and management perspective. The more distributed solutions an employee needs to access to stay productive, the more their efficiency wanes. Switching between multiple tools can waste crucial time in a business environment, and lead to data silos or gaps.
UCaaS consolidates all of the different tools employees need to do their jobs into one application or platform. Teams can access everything from video conferencing and collaboration tools to file sharing systems in one place. As the UCaaS ecosystem becomes more flexible, integrating CCaaS and CPaaS components, many organisations are utilising these tools as comprehensive digital work hubs.
5. Exceptional Security and Compliance
In the past, one of the major concerns companies had about moving their communications system into the cloud, was a lack of security. Information transferred over the internet will always be subject to potential threats. However, UCaaS vendors are consistently working to make their environments more secure and reliable, as regulations continue to evolve.
UCaaS systems today are brimming with functionalities designed to boost security. Most tools will automatically encrypt all forms of communication, from messaging to voice. The right solutions give organisations control over data sovereignty, so they can choose how data is stored. Plus, virtually every UCaaS platform comes with access management tools to determine which employees should be able to access certain pieces of information or tools.
6. Opportunities for Innovation and Scale
Cloud-based ecosystems in the software-as-a-service landscape provide businesses with phenomenal flexibility and agility. Companies can easily scale their services and solutions to suit their needs, even as they evolve across geographical borders. With minimal resources, organisations can rapidly expand their technology and workforce, without the need for servers or on-site systems.
UCaaS solutions also ensure companies can experiment with new innovations and solutions as soon as they emerge. Companies can easily add AI solutions, 5G, and other innovative technologies into their technology stack. It’s also possible to scale down and remove unnecessary services over time.
7. Improved Total Experience
As mentioned above, UCaaS is a phenomenal solution for improving employee experience, as it helps to streamline workflows and empower teams wherever they are. However, increasingly, these platforms are also becoming a core component of an effective “total experience” strategy. With UCaaS, companies can improve business experiences, by accessing innovative reporting features and tools which allow leaders to make more intelligent decisions.
UCaaS also improves user experiences, by minimising complexity, and reducing the amount of training required to adopt new applications and tools. Plus, it can significantly enhance customer experience too. When employees are better-connected and aligned in the back-end, they can deliver more personalised, relevant, and knowledgeable experiences to clients.
How to Migrate to a UCaaS Platform
Countless reports and surveys suggest UCaaS adoption is growing at an accelerated rate. As companies move more of their strategies and processes into the cloud, UCaaS has become a popular alternative to old-fashioned communication methods. However, there are still many organisations that are yet to adopt a full UCaaS platform.
Organisations planning on making the move to the cloud, as-a-service based form of UCaaS can improve their chances of success with a few simple steps:
Step 1: Audit the Existing Communication Environment
The first step in a successful UCaaS migration strategy, is determining what the business really needs in terms of communication features and tools. Businesses need to assess their current environment to determine how much bandwidth they need, what kind of communication management tools are crucial, and what sort of integrations and add-ons may be necessary for their service. A thorough audit of the existing communication landscape can also help businesses to make better decisions about what kinds of service providers or vendors they need to work with.
Business leaders will need to pay close attention to the different types of employee personas in their business, and the applications or services they use most frequently. It will be important to think about the methods of communication teams use most often, as well as specific challenges the business might face. For instance, some organisations may have a greater need for security features.
Step 2: Plan the Transitional Approach
For small companies, adopting a UCaaS strategy can be relatively straightforward. Organisations without a significant amount of investment in legacy technology and tools can rapidly transition into the cloud without having to rip and replace old solutions. However, larger enterprise brands and other companies may need to take a phased approach to migration.
In some cases, it’s necessary for brands in highly regulated industries to keep some of their communications technologies on-premises. This may mean businesses need to work with service providers capable of offering a hybrid approach. In other cases, it may be useful to take a multi-step approach to a complete migration, where older technologies are phased out over time, as employees become more accustomed to the functionalities of a UCaaS platform.
Step 3: Define Key Features and Services
UCaaS is not a one-size-fits-all solution. This is particularly true in todays world, where platforms and technologies are becoming more flexible and customisable. With this in mind, business leaders will need to determine what their priorities are when it comes to accessing specific features. While exceptional audio and video functionality is likely to be essential for all brands, some may require an additional focus on messaging, SMS, and mobile applications.
Certain companies may also need to plan in advance whether they need their UCaaS offering to integrate or work alongside existing tools and platforms. Businesses hoping to move their entire communication ecosystem into the cloud may prefer to choose an aligned CCaaS and UCaaS platform. Brands with specific integration and API needs may choose a UCaaS and CPaaS solution. Defining key features and services will help brands to choose the right vendor or solution provider.
Step 4: Prioritise Excellent Experience
Experiences are everything in today’s evolving business landscape. Increasingly, concepts like “Total Experience” are gaining attention, as companies recognise the value of having satisfied employees, customers, and users throughout their ecosystem. In order to migrate effectively into the UCaaS environment, companies need to ensure they’re considering experience carefully.
For most businesses, this process will start by assessing the unique communication and workflow needs of each of their employees. Finding a solution which provides team members with an all-in-one platform where they can access everything they need to remain productive can be extremely useful in a world of app overwhelm. Additionally, it may be important to consider the support and training services offered by each UCaaS provider. Additional training and education can make it easier to drive adoption throughout the business landscape.
Step 5: Proactively Monitor and Evolve
Migrating into the UCaaS landscape isn’t something companies can do once and forget about. To generate the most value from a unified communications as a service platform, business leaders need to be committed to constantly monitoring crucial metrics. Fortunately, most UCaaS systems come with access to reporting and analytical tools to help with this. The right systems can help business to track everything from adoption to employee engagement, and call quality.
Proactively monitoring the performance and results of the UCaaS system ensures businesses can make intelligent decisions about how to grow and transform their UCaaS strategies over time. Some analytical tools even come with built-in AI technology, which can assist businesses in spotting trends in the usage of technology and systems. Service management tools are also becoming a common investment in the UCaaS space, providing brands with a way to keep a close eye on the performance of the various components of their platform.
How to Choose the Right UCaaS Solution
As the UCaaS marketplace continues to evolve at a phenomenal rate, the number of offerings available to today’s brands is increasing. Even as consolidation continues to occur between vendors in the marketplace, there’s no shortage of differentiated solutions to choose from.
For business leaders looking to make the transition into the UCaaS space, this can make finding the ideal offering more complex.
There’s no one-size-fits-all solution for UCaaS. The right solution for any company will depend on their specific needs, goals, budget, and restrictions. However, there are some important factors worth considering which can help business leaders make a better decision.
Key points to examine include:
1. Reliability
Communication is at the heart of any successful business. As such, companies need to ensure they’re investing in a reliable solution, with the right failover strategies and contingency plans. Most UCaaS vendors will be able to offer insights into their uptime percentage, and many offer SLA agreements which protect companies in the case of outages.
It’s also possible to evaluate reliability by keeping a close eye on the performance of the business, the outages it experiences, and how many data centers and solutions it has running at any given time. Assessing industry reports can also be helpful for those concerned about reliability and stability. Well-regarded documents, such as the Gartner Magic Quadrant, can offer an insight into which vendors are offering the best possible services to companies in different markets.
2. Reputation
A great reputation doesn’t always guarantee an excellent experience with a UCaaS solution, but it does boost a company’s chances of working with a fantastic vendor. Around 35% of companies say the reputation of a vendor influences their decision of who to work with. Reviews and testimonials are an excellent way to get an insight into the level of service a company can provide.
Many of the world’s top UCaaS providers today also publish reports highlighting their recent achievements, and case studies to demonstrate the success they’ve helped other organisations to achieve. It’s even worth taking a look at the customer service options on offer. A company committed to delivering a range of forms of support is more likely to be reliable than one with a single phoneline.
3. Feature Sets
One of the most important points to consider when choosing a UCaaS vendor, is the features and solutions they offer within their platforms. UCaaS packages have grown increasingly advanced and diverse over the years. Additionally, many vendors offer different package options, based on the size of the business accessing the tools, and their specific needs.
A company’s assessment of their current communication environment and future needs should help them to determine what kind of feature sets will be most essential to them. However, it’s worth thinking not just about the functionality available now, but the commitment the solution provider has to innovating and delivering new options in the future. A vendor focused on research and development is more likely to offer a wider range of exciting, innovative new features.
4. Flexibility and Scalability
One of the core benefits of UCaaS is how flexible the platforms can be. The right tools should be customisable to suit the needs of any business. As such, it’s worth looking for a solution capable of adapting to any use case or environment. Many solution providers today will also give companies the freedom to add their own extra features to a platform through APIs and integrations. A more open, versatile platform gives businesses room to evolve and grow.
At the same time, it’s worth looking at the scalability of the solution. As businesses and the communication landscape continue to evolve and change, companies will need to adapt their technology stacks. The best solution providers will empower business owners to scale their technology up or down to suit their needs, accessing new tools and phone numbers with minimal effort.
5. Security and Compliance
Finally, any new technology implemented into a business landscape should always adhere to the security and compliance requirements of the organisation. This is particularly true in the communications space, where regulations are evolving at a consistent rate. Companies should ensure their solution providers make it easy to protect communications data across any platform or medium, with encryption and end-to-end access controls.
Many UCaaS solutions today can also offer advanced options for security and compliance, with AI-driven tools for monitoring risks, and advanced protection systems. There are biometric tools available to reduce call fraud, and systems with built-in zero trust architecture options. Some UCaaS providers can also prove their compliance with leading standards such as PCI, HIPAA, and SOC 2.
Looking Ahead to the Future of UCaaS
Today, Unified Communications as a Service solutions are far from a new concept for most business leaders. UCaaS has evolved from a nice-to-have offering for many brands, into a table-stakes solution for ensuring business continuity, agility, and growth. Heading into the future, the reports suggest the growth and adoption of UCaaS will only continue to accelerate.
Not only will more vendors surely emerge within the UCaaS space, but the platforms and tools available to modern brands may transform too. Already, we’ve seen UCaaS systems introducing innovative concepts like built-in UCaaS, CPaaS, AI, reporting, and analytical tools.
Going forward, we can expect to see more innovation, focused on areas like improved connectivity (edge computing and 5G), artificial intelligence, automation, and integration. It’s also likely that the communication platforms aligned by UCaaS environments will evolve in the years ahead, as new methods continue to make their way into the market, such as Extended Reality and the Metaverse.
In the future, UCaaS platforms could soon become all-in-one software-as-a-service environments, built to provide the distributed workers of tomorrow with all of the tools they need to remain compliant, productive, and aligned. One thing seems to be certain, for businesses of every size, UCaaS is set to be the future of communications.
