UCaaS 101 (Unified Communications as a Service)

UCaaS, or unified communications as a service, is the next generation of UC.

Unlike standard unified communications, which include on-premise components and legacy systems, UCaaS is all about embracing the potential of the cloud. With UCaaS, you not only combine all of your critical communication strategies, but you make them flexible and scalable too.

UCaaS platforms can adapt and grow to suit your needs, with software solutions delivered at the click of a button. In today’s digital-first landscape, a UCaaS platform can include everything from business voice to audio conferencing, video collaboration, and file sharing.

Here’s your introduction to UCaaS (UC as a Service)

UCaaS News

UCaaS is all about combining multiple components of your communication strategy into a flexible cloud-based platform. While UCaaS started with things like VoIP and online call management, it’s quickly evolved to include a range of incredible tools.

UCaaS is set to reach a value of $79.3 billion by 2024, driven by a selection of new technologies, new reseller models, and innovative technology.

As the landscape transforms, UCaaS responds to the influence of everything from artificial intelligence to 5G and the internet of things, unlocking new opportunities for business leaders. If you’re keen to see what’s happening right now in the UCaaS world, here’s the latest news.

What is UCaaS?

UCaaS is the cloud-focused solution for combining communication strategies.

Gartner defines UCaaS as a cloud-delivered system that delivers a combination of services. These include mobility, communication-enabled business processes, Instant messaging, unified messaging, meetings, and telephony.

UCaaS has numerous benefits in the modern business landscape. First and foremost, it provides access to low-cost and flexible solutions for calling, messaging, video, and more, all in the same environment. Like UC, it provides a single pane of glass where team members can connect and share information.

However, UCaaS also unlocks the opportunities of the cloud environment. This means that you end up with a much more flexible environment, capable of adapting to your ever-changing needs. With UCaaS, you can easily add new functionality to your communication landscape at any given moment. Implementing new numbers and users is as simple as pressing a button!

UCaaS Trends 2020

So, where is UCaaS heading right now?

Like the UC environment, this space is in the midst of incredible growth.

The cloud promises the kind of scalability, simplicity, and cost-savings that businesses need. Because of this, enterprises of all sizes are rushing towards the cloud.

Although the future of the UCaaS landscape is still shrouded in mystery, it’s safe to say that there are some key trends worth mentioning. For instance:

• The rapid adoption of cloud: The scalability and flexibility of the cloud landscape have gained a lot of attention recently. Nemertes research suggests that 19.1% of companies are using UCaaS for calling purposes Now that more teams are encouraging their employees to work from home, or embracing globalized environments, the cloud is more valuable than ever. A cloud-based UC system ensures that team members can continue to stay productive, wherever they are.
• New partner models: The partner and reseller strategies in the UCaaS landscape have evolved rapidly recently. Microsoft and Cisco have begun to experiment with self-service eCommerce solutions. Vendors and resellers are beginning to differentiate themselves based on the value-added services that they can offer. Ideas like the master agent model where resellers focus on marketing and sales strategies are becoming more compelling.
• Completing the portfolio: UCaaS solutions are a lot bigger and more dynamic today than ever before. These solutions come with access to a broad range of tools. Beyond just calling and emails, businesses can also access instant messaging and collaboration tools, AI, and mobility. Going forward, resellers will continue to search for new ways to deliver extra value to their audiences. This could mean adding APIs and customisation features into the communication experience.
• Extensibility and integrations: One of the biggest benefits of the cloud is that it’s flexible. Companies don’t want to switch to a UCaaS environment, just to be restricted on what they can do with their services. Businesses in the UCaaS space will need to prove that they’re willing to play well with others. Open platforms, integrations, and API marketplaces are gaining more popularity by the day.
• AI and intelligence: The growth of new solutions like CPaaS, APIs, and SDKs means that the potential innovations in UCaaS will be limitless going forward. Machine learning and AI can work with the entire UCaaS landscape to offer everything from virtual assistants to sentiment analysis. In the months and years ahead, the cloud-based nature of UCaaS will make it easier for companies to unlock more intelligent conversations.
• SD-WAN and Zero-touch provisioning: Resellers and vendors are beginning to experiment with the benefits of SD-WAN for zero-touch provisioning and quality management. This allows for quicker and more seamless entry into the cloud for businesses of all sizes.

UCaaS 101

As flexibility becomes more essential in the modern competitive landscape, UCaaS is more popular than ever. The UCaaS market growth rate currently stands at around 23% per year.

UCaaS thrives on the agility and versatility of the cloud, allowing teams to quickly scale and upgrade their communication strategies according to a changing landscape. With the right UCaaS strategy, businesses can unlock benefits like:

• Cost savings: Like UC, UCaaS pulls the elements of your communication stack together. That means that you save money on buying external features and complicated maintenance. Switching from an on-premise to a software solution also reduces the number of hardware investments you make.
• Improved access to information: Unified communication as a service helps companies to gain extra information by accessing tons of cloud-based data. Employees can get things done faster, and all of the information you collect from conversations gathers in the same place. This makes it easier to make informed decisions using analytics tools. Research suggests that implementing a cloud UC solution in a business can improve response times by up to 20%.
• Opportunities for innovation: Building your communication stack in the cloud means that you can adapt it to suit your needs whenever you choose. Embedding new technology and opportunities into your business couldn’t be easier. As long as you’re working with the right vendor, you should be able to implement everything from 5G to IoT with ease.
• Better experiences: Like UC, UCaaS can improve the experiences of your employees by giving them access to all the information they need. At the same time, you can implement strategies to improve customer experience too. For instance, you might build an omni-channel communication environment, or add AI analytics to your services.
• Reduced IT Pressure: With the right UCaaS investment, you can give your IT team an all-in-one environment where they can maintain and watch over your stack. It’s even possible to automate certain parts of your UCaaS maintenance or get support from your vendor for back-end issues.

UCaaS Vendors

The cloud environment means that almost any business can brand out into the world of UCaaS today. Over the last few years, we’ve seen a number of companies adding UCaaS capabilities to their stacks, including workforce management companies, and technology brands.

The vendor landscape is constantly evolving and changing, with new and legacy companies alike, all coming together in the fight to deliver incredible opportunities over the cloud. What’s more, the competition between these different companies is changing.

Leaders in UCaaS are realising that if they want to give their customers what they truly need in this complicated time, they can’t just compete with other brands, they need to know when to work with them too.

Check out the latest hot vendors on the market with our list here.

UCaaS Events

As the demand for flexible communication solutions continues to grow, UCaaS will continue to overwhelm the marketplace. Driven by trends like 5G for latency-free mobility, and remote working, UCaaS is more valuable today than ever.

While you can always rely on the UC Today news team to bring you the latest on the biggest releases and opportunities in the UCaaS space, there’s another way to expand your knowledge. In the communication industry, there’s nothing quite like an exhibition or event.

Offering a chance to not only get behind the scenes and test out the latest technology but also network and learn from your peers, events in this space are second to none. To help you decide how you’re going to mark your calendar this year, here’s our guide to some of the biggest and best UCaaS events around.

UCaaS Reviews

As valuable as demos and exhibitions can be for opening your eyes to the possibilities of UCaaS, you may still need some extra help. To guide you through the strengths and weaknesses of each platform, we regularly conduct reviews of the latest tech in the landscape.

Although the components you consider in your own UCaaS reviews will differ according to your team and what you need from a communication stack, we recommend looking at some of the following factors:

• Features: Today’s UCaaS platforms come in a range of unique shapes and sizes. You can find tools specifically designed for small businesses that need to keep things simple, as well as huge multi-national enterprises keen to grow. When choosing the UCaaS stack for you, we recommend thinking about the features that you need now, and the capabilities that you might be looking for in the future. Don’t underestimate the speed with which this industry can move. You need a vendor that keeps up.
• Deployment options: Do you need a UCaaS solution that comes with professional services on the back end? If you have a small business, then you may need someone to handle things like maintenance on your behalf. On the other hand, if you’re not ready to move completely into the cloud yet, then you might want to think about hybrid models. A company that allows you to migrate at your own paces is invaluable in UCaaS.
• Flexibility: The right UCaaS solution doesn’t just give you the features that you need. It also ensures that you can build on top of the applications and tools you already use. Look for a UCaaS stack that can grow with your business and integrate with the tools that your teams rely on. The biggest benefit of the cloud is flexibility, so make sure that you can take advantage of that.
• Experience: Whenever you’re choosing new technology for your business, experience should always come first. You need to consider how easy it’s going to be for your employees to use your new solution. The interface should be simple, straightforward, and accessible. What’s more, deploying the technology needs to be as painless as possible too.
• Scalability: Finally, one of the biggest advantages of a cloud-based UC system is that it can scale with your brand. Ensure that your UCaaS vendor makes it easy for you to upgrade your numbers, users, and other essentials in as little time as possible. Your business communications should adapt to suit you.

UCaaS Comparison

So, what if you’ve done your research, checked out the latest events, and found a couple of great platforms that you’re interested in? There are many different UCaaS vendors out there, each with their own strengths and weaknesses to offer.

While we can help with your UCaaS comparison using head-to-head evaluations of critical products and services, it’s also worth going into your assessments with the right questions in mind. For instance:

• How will they simplify your move to the cloud? How is the company that you’re interested in going to make it easy for you to embrace the benefits of cloud? Do they offer staged migration and hybrid technology if you don’t want to jump in all at once?
• Can they offer excellent support? Is the vendor that you’re working with offering any support services to help you make the most of your technology? Maybe they provide VIP phone and tech support whenever you need it? Do they have a good knowledgebase full of information to help your team?
• How flexible are the features? How much can your business evolve and change if it needs to? Is implementing new technology as simple as pressing a button? What does it take to roll out a new functionality to your employees? Is your vendor investing in the forward-thinking tools that you’re interested in, like 5G and IoT?
• Does it integrate with other as a service systems? Can you expand your UCaaS functionality? Many leading businesses in this space are beginning to offer UCaaS that comes with access to other as-a-service technology. For instance, you might combine your UCaaS and CCaaS (Contact Centre as a Service) environments. You could also link UCaaS with CPaaS solutions and APIs.
• Is it secure and compliant? All businesses have demands when it comes to security and compliance measures. How are you going to make sure that you’re keeping your business and customers safe? Is your UCaaS system encrypted? What kind of regulations is the technology compliant with? Do you need to think carefully about things like fraud protection, and where data centres are hosted?

UCaaS Smart Guide

Unified Communications as a Service is one of the most exciting and innovative environments in the communication landscape. Enhanced by the flexibility and power of cloud technology, UCaaS ensures that businesses have the freedom to evolve at their own pace, to suit the demands of not just customers, but employees and stakeholders too.

Moving into the future, UCaaS is also beginning to converge more frequently with other forms of as-a-service technology. This means that we could one day have an environment where everything from CPaaS (Communication Platforms as a Service) to CCaaS (Contact centre as a service) share the same environment.

To learn more about the potential of UCaaS and what it means to you, download the official UC Today Smart Guide for UCaaS. This top-level eBook covers everything you need to know, from “what is UCaaS” to the current marketplace, migration strategies and trends.