Unified Communications as a Service
We have expertise in Unified Communications as a Service (UCaaS), and a great understanding of the capabilities and features available between the various UCaaS solutions. If you’re wondering what is UC and how should it be implemented and utilised, we can provide consultative and project managment services to support your needs. If you’re considering replacing or upgrading your existing telephone systems, whether they are on-premise (e.g. PBX, VoIP, etc.), privately hosted or a cloud solution, we can help you assess your requirements, document your strategy, engage the UCaaS solution providers, identify the best solution to meet your needs, and support you in delivering a successful end to end transition project.
If we can help please get in touch.
Below are some standard questions we receive from our clients:
* What is UCaaS?
Unified Communications as a Service (UCaaS):
UCaaS is a comprehensive cloud-based solution that integrates various communication tools and applications into a single platform. UCaaS platforms typically offer a range of features, including voice calling, video conferencing, instant messaging, presence management, and collaboration tools, such as file sharing and screen sharing. The primary goal of UCaaS is to streamline internal communication and enhance collaboration among employees, regardless of their geographical locations or devices.
One of the key benefits of UCaaS is its ability to unify disparate communication channels, providing employees with a seamless and consistent user experience across multiple devices and platforms. Whether employees are working from the office, remotely, or on the go, they can access the same set of communication tools and collaborate effectively in real time.
UCaaS is a comprehensive cloud-based solution that integrates various communication tools and applications into a single platform. UCaaS platforms typically offer a range of features, including voice calling, video conferencing, instant messaging, presence management, and collaboration tools, such as file sharing and screen sharing. The primary goal of UCaaS is to streamline internal communication and enhance collaboration among employees, regardless of their geographical locations or devices.
One of the key benefits of UCaaS is its ability to unify disparate communication channels, providing employees with a seamless and consistent user experience across multiple devices and platforms. Whether employees are working from the office, remotely, or on the go, they can access the same set of communication tools and collaborate effectively in real time.
* Which are the popular UCaaS solutions?
Here is a list of some popular UCaaS (Unified Communications as a Service) solutions:
- 8x8 provides a cloud-based UCaaS platform with voice, video and chat capabilities. It offers advanced features such as analytics, collaboration tools, and CRM integration.
- Cisco Webex Calling is a cloud-based calling solution that offers voice, video, messaging, and meetings capabilities. It provides enterprise-grade security, scalability, and integration with Cisco collaboration tools.
- Microsoft Teams is a collaboration platform within Microsoft 365 that includes chat, video meetings, calling, file sharing, and integration with MS Office apps. It offers a unified communication experience with seamless integration with other Microsoft products.
- RingCentral offers a comprehensive UCaaS platform that includes voice, video, messaging and conferencing capabilities. It provides integration with popular business applications (e.g. Microsoft and Google software) and supports flexible deployment options.
- Zoom Phone is part of the Zoom suite of communication and collaboration tools, offering cloud-based voice services with HD audio, video conferencing integration, and mobile app support. It provides scalability and flexibility for businesses of all sizes.
These are just a few examples of UCaaS solutions available in the market. When selecting a UCaaS supplier, it's essential to consider factors such as features, scalability, reliability, security, integration capabilities, and pricing to choose the solution that best meets your requirements.
- 8x8 provides a cloud-based UCaaS platform with voice, video and chat capabilities. It offers advanced features such as analytics, collaboration tools, and CRM integration.
- Cisco Webex Calling is a cloud-based calling solution that offers voice, video, messaging, and meetings capabilities. It provides enterprise-grade security, scalability, and integration with Cisco collaboration tools.
- Microsoft Teams is a collaboration platform within Microsoft 365 that includes chat, video meetings, calling, file sharing, and integration with MS Office apps. It offers a unified communication experience with seamless integration with other Microsoft products.
- RingCentral offers a comprehensive UCaaS platform that includes voice, video, messaging and conferencing capabilities. It provides integration with popular business applications (e.g. Microsoft and Google software) and supports flexible deployment options.
- Zoom Phone is part of the Zoom suite of communication and collaboration tools, offering cloud-based voice services with HD audio, video conferencing integration, and mobile app support. It provides scalability and flexibility for businesses of all sizes.
These are just a few examples of UCaaS solutions available in the market. When selecting a UCaaS supplier, it's essential to consider factors such as features, scalability, reliability, security, integration capabilities, and pricing to choose the solution that best meets your requirements.
* What are the differences between UCaaS and CCaaS?
When discussing modern day business communication methods two key acronyms are referenced, UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service). While both are cloud-based solutions designed to enhance communication and collaboration within organisations, they serve distinct purposes and cater to different aspects of business operations. The key differences between UCaaS and CCaaS are:
- Focus
UCaaS primarily focuses on internal communication and collaboration among employees, while CCaaS is geared towards optimising customer interactions and enhancing the customer experience.
- Features
UCaaS platforms offer a wide range of communication and collaboration tools, such as voice calling, video conferencing, and instant messaging. In contrast, CCaaS platforms provide features specifically tailored to contact centre operations, such as ACD, IVR, and omnichannel customer support.
- Users
UCaaS is used by employees within an organisation, to facilitate internal communication and collaboration, whereas CCaaS is primarily utilised by customer engagement and support teams to manage customer interactions.
- Objectives
The main objective of UCaaS is to improve internal communication, enhance collaboration, and increase productivity among employees. In contrast, the primary goal of CCaaS is to optimise customer service operations, improve customer satisfaction, and drive business growth through superior customer experiences.
- Focus
UCaaS primarily focuses on internal communication and collaboration among employees, while CCaaS is geared towards optimising customer interactions and enhancing the customer experience.
- Features
UCaaS platforms offer a wide range of communication and collaboration tools, such as voice calling, video conferencing, and instant messaging. In contrast, CCaaS platforms provide features specifically tailored to contact centre operations, such as ACD, IVR, and omnichannel customer support.
- Users
UCaaS is used by employees within an organisation, to facilitate internal communication and collaboration, whereas CCaaS is primarily utilised by customer engagement and support teams to manage customer interactions.
- Objectives
The main objective of UCaaS is to improve internal communication, enhance collaboration, and increase productivity among employees. In contrast, the primary goal of CCaaS is to optimise customer service operations, improve customer satisfaction, and drive business growth through superior customer experiences.
* How will UCaaS increase productivity whilst reducing operational costs?
Organisations are constantly seeking innovative ways to enhance internal communications, productivity and operational efficiency. UCaaS solutions are pivotal in streamlining communications and collaboration, whilst reducing operational costs.
UCaaS consolidates various communication channels, including voice, video and instant messaging, into a single platform. By consolidating these channels, they facilitate efficient communication and collaboration among employees, irrespective of their geographical locations or devices.
With features such as presence status indicators and unified messaging, employees can quickly identify the availability of colleagues with expertise to resolve specific issues, collaborating seamlessly, and provide timely resolutions to queries. As a result, the overall efficiency and effectiveness of internal teams are greatly enhanced, leading to improved productivity.
The UCaaS solutions eliminate communication silos within organisations, enabling cross-functional teams to collaborate effortlessly on customer-related tasks and projects. By breaking down communication barriers, UC facilitates smoother handoffs between departments, ensuring a cohesive and unified approach to addressing customer needs. All internal teams can leverage the tools to share insights, coordinate activities, and deliver cohesive experiences.
In addition, by consolidating multiple communication tools and platforms into a single solution, businesses can eliminate redundant systems and streamline their IT infrastructure. This consolidation reduces hardware and software costs, as well as ongoing maintenance expenses, associated with managing disparate communication systems. It also optimises resource utilisation and productivity, leading to operational efficiencies and cost savings.
By providing employees with access to unified communication tools from any location and device, UC and CC support remote work initiatives, reduce travel expenses, and minimises the need for physical office space. Additionally, features such as video conferencing and webinars enable organisations to conduct virtual meetings and training sessions, eliminating the need for costly travel and accommodation arrangements.
UCaaS consolidates various communication channels, including voice, video and instant messaging, into a single platform. By consolidating these channels, they facilitate efficient communication and collaboration among employees, irrespective of their geographical locations or devices.
With features such as presence status indicators and unified messaging, employees can quickly identify the availability of colleagues with expertise to resolve specific issues, collaborating seamlessly, and provide timely resolutions to queries. As a result, the overall efficiency and effectiveness of internal teams are greatly enhanced, leading to improved productivity.
The UCaaS solutions eliminate communication silos within organisations, enabling cross-functional teams to collaborate effortlessly on customer-related tasks and projects. By breaking down communication barriers, UC facilitates smoother handoffs between departments, ensuring a cohesive and unified approach to addressing customer needs. All internal teams can leverage the tools to share insights, coordinate activities, and deliver cohesive experiences.
In addition, by consolidating multiple communication tools and platforms into a single solution, businesses can eliminate redundant systems and streamline their IT infrastructure. This consolidation reduces hardware and software costs, as well as ongoing maintenance expenses, associated with managing disparate communication systems. It also optimises resource utilisation and productivity, leading to operational efficiencies and cost savings.
By providing employees with access to unified communication tools from any location and device, UC and CC support remote work initiatives, reduce travel expenses, and minimises the need for physical office space. Additionally, features such as video conferencing and webinars enable organisations to conduct virtual meetings and training sessions, eliminating the need for costly travel and accommodation arrangements.
* What is the difference between UCaaS, MS Teams, Zoom and Webex?
Unified Communications as a Service (UCaaS), Microsoft Teams, Zoom, and Cisco Webex are all communication and collaboration platforms, but they differ in terms of features and integration capabilities:
UCaaS (Unified Communications as a Service)
- UCaaS is a comprehensive communication solution that typically includes voice calling, video conferencing, instant messaging, presence management, file sharing, and collaboration tools.
- UCaaS solutions are often provided by third-party suppliers and are delivered from the cloud, allowing businesses to access a wide range of communication and collaboration tools without the need for on-premise infrastructure.
- UCaaS solutions are designed to integrate with existing business systems such as CRM, email, and calendar applications, providing a seamless and unified communication experience for employees.
Microsoft Teams
- Microsoft Teams is a collaboration platform that combines workplace chat, video meetings, file storage, and application integration into a single interface.
- Teams is part of the Microsoft 365 suite of productivity tools and is tightly integrated with other Microsoft applications such as Outlook, SharePoint, and Office apps.
- In addition to communication and collaboration features, Teams offers advanced capabilities such as task tracking, and integration with third-party apps and services through the Microsoft App Store.
Zoom
- Zoom offers a cloud phone platform replicating standard PBX features, integrated alongside the rest of the Zoom ecosystem.
- The Zoom product suite includes virtual meetings, chat, online whiteboard, conversational intelligence and video recording.
- Zoom also enables third-party integrations for email, calendar and other business applications.
- Zoom gained widespread popularity for its ease of use, reliability, and scalability, particularly during the COVID-19 pandemic when remote work and virtual meetings became essential for businesses and organisations worldwide.
Cisco Webex
- Cisco Webex is a collaboration platform that offers video conferencing, webinars, online meetings, screen sharing, and team messaging capabilities.
- Webex is designed for both small businesses and large enterprises, with features such as end-to-end encryption, compliance with industry standards, and integration with third-party applications.
- Webex also offers features such as real-time translation and whiteboarding to enhance collaboration and engagement during meetings and presentations.
While UCaaS provides a comprehensive suite of communication and collaboration tools delivered from the cloud by third-party suppliers, Microsoft Teams, Zoom, and Cisco Webex are focused on specific aspects of communication and collaboration, such as team collaboration, video conferencing, and online meetings. Depending on your organisation’s requirements and preferences, you may choose one or more of these platforms to meet your communication and collaboration needs. Additionally, some UCaaS providers may offer integration with Microsoft Teams, Zoom, or Webex to complement their offering.
UCaaS (Unified Communications as a Service)
- UCaaS is a comprehensive communication solution that typically includes voice calling, video conferencing, instant messaging, presence management, file sharing, and collaboration tools.
- UCaaS solutions are often provided by third-party suppliers and are delivered from the cloud, allowing businesses to access a wide range of communication and collaboration tools without the need for on-premise infrastructure.
- UCaaS solutions are designed to integrate with existing business systems such as CRM, email, and calendar applications, providing a seamless and unified communication experience for employees.
Microsoft Teams
- Microsoft Teams is a collaboration platform that combines workplace chat, video meetings, file storage, and application integration into a single interface.
- Teams is part of the Microsoft 365 suite of productivity tools and is tightly integrated with other Microsoft applications such as Outlook, SharePoint, and Office apps.
- In addition to communication and collaboration features, Teams offers advanced capabilities such as task tracking, and integration with third-party apps and services through the Microsoft App Store.
Zoom
- Zoom offers a cloud phone platform replicating standard PBX features, integrated alongside the rest of the Zoom ecosystem.
- The Zoom product suite includes virtual meetings, chat, online whiteboard, conversational intelligence and video recording.
- Zoom also enables third-party integrations for email, calendar and other business applications.
- Zoom gained widespread popularity for its ease of use, reliability, and scalability, particularly during the COVID-19 pandemic when remote work and virtual meetings became essential for businesses and organisations worldwide.
Cisco Webex
- Cisco Webex is a collaboration platform that offers video conferencing, webinars, online meetings, screen sharing, and team messaging capabilities.
- Webex is designed for both small businesses and large enterprises, with features such as end-to-end encryption, compliance with industry standards, and integration with third-party applications.
- Webex also offers features such as real-time translation and whiteboarding to enhance collaboration and engagement during meetings and presentations.
While UCaaS provides a comprehensive suite of communication and collaboration tools delivered from the cloud by third-party suppliers, Microsoft Teams, Zoom, and Cisco Webex are focused on specific aspects of communication and collaboration, such as team collaboration, video conferencing, and online meetings. Depending on your organisation’s requirements and preferences, you may choose one or more of these platforms to meet your communication and collaboration needs. Additionally, some UCaaS providers may offer integration with Microsoft Teams, Zoom, or Webex to complement their offering.
What is the difference between UCaaS and MS Teams?
UCaaS (Unified Communications as a Service) and Microsoft Teams are both communication and collaboration solutions, but they serve different purposes and offer different features. Here's a comparison of the two:
UCaaS
- UCaaS is a comprehensive communication solution that typically includes voice calling, video conferencing, instant messaging, presence management, file sharing, and collaboration tools.
- UCaaS solutions are often provided by third-party suppliers and are delivered from the cloud, allowing businesses to access a wide range of communication and collaboration tools without the need for on-premise infrastructure.
- UCaaS solutions are designed to integrate with existing business systems such as CRM, email, and calendar applications, providing a seamless and unified communication experience for employees.
Microsoft Teams
- Microsoft Teams is a collaboration platform that combines workplace chat, video meetings, file storage, and application integration into a single interface.
- Teams is part of the Microsoft 365 suite of productivity tools and is tightly integrated with other Microsoft applications such as Outlook, SharePoint, and Office apps.
- In addition to communication and collaboration features, Teams offers advanced capabilities such as project management, task tracking, and integration with third-party apps and services through the Microsoft App Store.
- Teams also includes features like channels, tabs, and bots to facilitate team collaboration and productivity.
While UCaaS provides a comprehensive suite of communication and collaboration tools, delivered from the cloud by third-party suppliers, Microsoft Teams is a collaboration platform integrated into the Microsoft 365 ecosystem, offering a wide range of productivity features alongside communication tools. Depending on your business requirements and existing infrastructure, you may choose to use UCaaS, Microsoft Teams, or a combination of both to meet your communication and collaboration needs.
UCaaS
- UCaaS is a comprehensive communication solution that typically includes voice calling, video conferencing, instant messaging, presence management, file sharing, and collaboration tools.
- UCaaS solutions are often provided by third-party suppliers and are delivered from the cloud, allowing businesses to access a wide range of communication and collaboration tools without the need for on-premise infrastructure.
- UCaaS solutions are designed to integrate with existing business systems such as CRM, email, and calendar applications, providing a seamless and unified communication experience for employees.
Microsoft Teams
- Microsoft Teams is a collaboration platform that combines workplace chat, video meetings, file storage, and application integration into a single interface.
- Teams is part of the Microsoft 365 suite of productivity tools and is tightly integrated with other Microsoft applications such as Outlook, SharePoint, and Office apps.
- In addition to communication and collaboration features, Teams offers advanced capabilities such as project management, task tracking, and integration with third-party apps and services through the Microsoft App Store.
- Teams also includes features like channels, tabs, and bots to facilitate team collaboration and productivity.
While UCaaS provides a comprehensive suite of communication and collaboration tools, delivered from the cloud by third-party suppliers, Microsoft Teams is a collaboration platform integrated into the Microsoft 365 ecosystem, offering a wide range of productivity features alongside communication tools. Depending on your business requirements and existing infrastructure, you may choose to use UCaaS, Microsoft Teams, or a combination of both to meet your communication and collaboration needs.
* What is a typical UCaaS project lifecycle?
The standard UCaaS project lifecycle involves several stages, from first identifying the requirements or as a minimum a clear problem statement of what technology needs to address. This is followed by;
- Assessment and planning.
- Design and solution development.
- Service take-on and technology lifecycle management.
- Pilot testing and validation.
- Deployment and migration.
- Optimisation and continuous improvement.
- Assessment and planning.
- Design and solution development.
- Service take-on and technology lifecycle management.
- Pilot testing and validation.
- Deployment and migration.
- Optimisation and continuous improvement.
What are the key benefits of using a cloud-based solution over an on-premise solution?
- Scalability
- Cost-effectiveness
- Flexibility
- Reliability and uptime
- Security
- Disaster recovery
- Ongoing maintenance
- Resource optimisation
- Global reach
- Innovation, agility and speed to deploy
- Cost-effectiveness
- Flexibility
- Reliability and uptime
- Security
- Disaster recovery
- Ongoing maintenance
- Resource optimisation
- Global reach
- Innovation, agility and speed to deploy
* What is the difference between UCaaS and SIP?
The difference between UCaaS (Unified Communications as a Service) and SIP (Session Initiation Protocol) lies in their respective functionalities and scope:
UCaaS (Unified Communications as a Service):
- UCaaS refers to a cloud-based service model that integrates various communication and collaboration tools into a unified platform.
- It typically includes features such as voice calling, video conferencing, instant messaging, presence management, file sharing, and collaboration tools.
- UCaaS solutions are delivered and managed by third-party service providers, allowing organisations to access a comprehensive suite of communication and collaboration tools without the need to invest in or manage on-premise infrastructure.
- The primary goal of UCaaS is to streamline communication and collaboration, enhance productivity, and facilitate seamless interactions among employees, regardless of their geographical location or device.
SIP (Session Initiation Protocol):
- SIP is a protocol used to initiate, manage, and terminate communication sessions over IP networks, such as voice and video calls, instant messaging, and multimedia conferences.
- Unlike UCaaS, which is a service provided by numerous suppliers, SIP is a protocol that enables real-time communication between endpoints, such as IP phones, softphones, and SIP-enabled devices.
- SIP facilitates the establishment of communication sessions by defining the format and exchange of signaling messages between endpoints, allowing them to negotiate parameters and establish connections.
- SIP is often used in conjunction with other protocols and technologies, such as VoIP (Voice over Internet Protocol), and is incorporated in UCaas and CCaaS solutions, to enable voice and multimedia communication over IP networks.
UCaaS (Unified Communications as a Service):
- UCaaS refers to a cloud-based service model that integrates various communication and collaboration tools into a unified platform.
- It typically includes features such as voice calling, video conferencing, instant messaging, presence management, file sharing, and collaboration tools.
- UCaaS solutions are delivered and managed by third-party service providers, allowing organisations to access a comprehensive suite of communication and collaboration tools without the need to invest in or manage on-premise infrastructure.
- The primary goal of UCaaS is to streamline communication and collaboration, enhance productivity, and facilitate seamless interactions among employees, regardless of their geographical location or device.
SIP (Session Initiation Protocol):
- SIP is a protocol used to initiate, manage, and terminate communication sessions over IP networks, such as voice and video calls, instant messaging, and multimedia conferences.
- Unlike UCaaS, which is a service provided by numerous suppliers, SIP is a protocol that enables real-time communication between endpoints, such as IP phones, softphones, and SIP-enabled devices.
- SIP facilitates the establishment of communication sessions by defining the format and exchange of signaling messages between endpoints, allowing them to negotiate parameters and establish connections.
- SIP is often used in conjunction with other protocols and technologies, such as VoIP (Voice over Internet Protocol), and is incorporated in UCaas and CCaaS solutions, to enable voice and multimedia communication over IP networks.
For additional information refer to our Insight page.
