Remember the early days of the internet, when you still had to juggle a dozen different communication tools? There were emails for this, video calls for that, and instant messaging for everything in between.
Things are simpler now. Instead of a tangled mess of phone lines and apps, companies of all sizes are using UCaaS (Unified Communications as a Service) platforms as a streamlined way to connect, collaborate, and get things done.
With the switch to UCaaS solutions, it’s a lot harder to lose track of messages when switching from emails to phone calls and video conferences. These solutions also reduce the frequency of IT nightmares, the costs of infrastructure upgrades, and the number of security headaches from maintaining an on-premises communication system.
Instead, businesses pay a monthly subscription fee to access a host of features while the UCaaS provider takes care of all the software development upgrades, security features, and platform maintenance.
UCaaS at a Glance
UCaaS is a cloud-based system that pools all your communication tools into one place to simplify the way your company interacts both internally and externally. You might be familiar with some UCaaS apps such as Zoom, Microsoft Teams, and other online communication platforms.
UCaaS plans and features vary, but here are some of the common components you can expect:
- VoIP phone service for making calls over the internet with clear connections, low fees, and remote-friendly access
- Instant messaging for both team and customer-facing chats, sometimes using chatbots
- Video conferencing that works as well as a regular old phone call
- Screen sharing features for more productive online meetings
- File sharing for uploading and exchanging screenshots and important documents that customer service agents may need
By centralizing these features in one place, UCaaS platforms help employees focus on their jobs without getting lost between email threads, live support chats, and past customer interactions. Once admins have configured the online portal for access, agents only have to log in, so there’s no worrying about external hardware or servers.
Altogether, UCaaS gives businesses more features and flexibility, which can also translate to greater efficiency. But it comes at a cost.
UCaaS Pricing and Cost Savings
UCaaS may not be the cheapest solution at first, but it might be the best option for long-term savings—so it’s like an investment that pays off over time.
There are initial expenses when transitioning to UCaaS, but the cost is generally less than setting up on-site communication servers and systems. You may have to purchase endpoint devices like headsets, webcams, or desk phones. You might also need assistance migrating data, customizing settings, and training your team on the new platform. Additionally, some UCaaS services charge a setup fee.
Going forward, the monthly subscription for a UCaaS solution usually ranges from $15 to $50 per user per month, depending on the features you choose. On the lower end, you’ll get basic features like VoIP calling and video conferencing. Higher tiers offer advanced functions like call analytics, integrations with other business tools, and even contact center capabilities.
If the charges seem steep at first, compare them with the cost of setting up your own in-house infrastructure. Not only would you have software and licensing fees, but you’d also have to install servers and other expensive hardware that requires space and a good climate control system.
On top of the software and software, you’d also have to pay for IT personnel—which is a long-term recurring expense. Meanwhile, if your system ever goes down, you’ll have to pay to repair or replace them yourself.
With all of these costly considerations, a monthly flat fee per user could provide a huge amount of savings. In fact, many companies reap substantial year-over-year savings on software, agent training, and internal processes just by switching to one platform for unified communication.
UCaaS Outsources Maintenance and Security
With UCaaS, you can outsource IT headaches like system updates, security patches, and disaster recovery.
UCaaS providers can be expected to do the following for your setup:
- Use the latest encryption methods
- Implement strict security protocols
- Update software regularly
- Monitor the system proactively
- Identify and fend off any potential threats
Keep in mind that all of this is done in the cloud on the provider’s end, meaning teams full of remote workers and companies with staff at different offices will all get the same benefits.
This also means that your UCaaS solution can be scaled with minimal effort.
At the same time, UCaaS security simply beats traditional methods that require securing physical premises, firewalls, and network monitoring—which obviously won’t work if employees are dispersed.
Of course, you still have to maintain some basic security practices with UCaaS, but the bulk of the technical stuff is taken off your plate. That’s why most businesses are moving to cloud-based systems.
UCaaS In Context
UCaaS is just one of many cloud-based solutions for business communications, so keep in mind that some of the alternatives may fit your specific business a lot better.
- UCaaS: All-in-one communication suite that combines voice, video, chat, and more in a single platform
- CCaaS: Primarily focused on customer service needs related to contact centers, including call routing and customer experience tools
- CPaaS: APIs and other tools to integrate communication into your own apps
- Omnichannel solutions: Combining UCaaS with other channels like social media and messaging platforms for a truly unified customer experience
If you want a comprehensive solution for all your internal and external communication activities, UCaaS is a strong choice as long as you have the budget. It offers a compelling blend of convenience, scalability, and security, all wrapped in a predictable monthly subscription.
Meanwhile, if you’re primarily focused on customer interactions, CCaaS might be a better fit. Lastly, if you’re looking for flexibility and customization, CPaaS could be the answer. It’s up to you to decide what you need—just know that UCaaS tends to have it all.
