What is UCaaS? Unified Communications As A Service Explained

Unified Communication as a service

Table of Contents

Unified Communication as a Service (UCaaS) is currently one of the most popular technologies in the technological stack of every business. UCaaS is a single cloud-based platform incorporating calling, chatting, video conferencing, and audio conferencing. It provides a comfortable setting for businesses to integrate and synchronise multiple communication platforms.

Experts predict by 2030, more than 75% of businesses will be using Unified communication systems. The global popularity of the cloud, remote and hybrid work, and the need for flexibility and scalability will dramatically accelerate UCaaS adoption.

“Many companies and businesses” are still unsure about what UCaaS technology is and how to use it effectively and correctly.

Here is a detailed guide about UCaaS for a company’s communication needs.

Unified Communication as a Service (UCaaS)

With unified communications and collaboration, businesses gain more control over their workflows and processes, and employees stay better connected. UCaaS use a cloud-delivered unified communications model. These models bring all the Unified Communication (UC) into a single interface or platform with six communication features:

  • Enterprise telephony
  • Meetings (audio/video/web conferencing)
  • Unified messaging
  • Instant messaging and presence (personal and team)
  • Mobility
  • Communications-enabled business processes

UCaaS system eliminates the need to switch between multiple communication tools and have access to real-time messaging and communication systems, boosting workplace efficiency and productivity.

Working Module of UCaaS

A robust business communication service, UCaaS use a Unified communication solution that can be used on-premises or in the cloud and allows synchronous and asynchronous Communication from any device, fostering consistent collaboration within teams. UCaaS is a cloud-based communication platform that combines multiple communication features like cloud telephony, video conferencing, team collaboration, and app integrations.

It enables companies to migrate from hardware devices to software applications, offering flexibility and scalability. With the help of managed service providers, UCaaS architecture eliminates the need for expertise in operating the technology. It differs from CPaaS, which focuses on integrating messaging into applications.

Functions and Features

Today, UCaaS is a subscription-based service that offers a range of valuable add-ons and extras, such as chatbots and virtual assistants, AI analytics, and project management tools. Leading providers increasingly offer combination platforms that feature CCaaS (Contact Centre as a Service) and CPaaS (Communication Platform as a Service).

The most common UCaaS features and functions are listed below:


UCaaS offers a range of voice and telephony features, leveraging VoIP technology. It replaces outdated business telephony solutions, allowing users to move away from traditional PBX environments. UCaaS provides advanced functionalities like call forwarding, conference calling, call routing, and recordings

It offers comprehensive communication management tools beyond phone service and basic voice functionality, including call analytics and tracking. UCaaS enables businesses to run their entire phone system over the internet, compatible with various softphones and desk phone solutions.

Video Conferencing

Video conferencing in UCaaS enables face-to-face team interactions, promoting collaboration across time zones. Teams can optimise online meetings with features like screen sharing, recordings, and chat. The demand for video conferencing has surged due to the increase in remote work, with adoption rising by approximately 20% in recent years.

Leading UCaaS vendors like Microsoft and Microsoft Teams, RingCentral, and Cisco offer comprehensive meeting and conferencing tools, including scheduling, virtual backgrounds, and digital whiteboarding, catering to the needs of remote workplaces.


Instant messaging is a vital component of UCaaS, enabling real-time connectivity for dispersed teams. It offers features like individual and group messaging, team and project channels, and embedded file sharing for convenient Communication. Messaging has gained popularity for both consumer and employee communication, with studies showing higher employee retention in companies utilising messaging apps.

UCaaS messaging tools provide web and mobile-based apps, supporting one-to-one and channel collaboration. Additional features may include SMS and MMS support, timed messages, @mentioning, privacy settings, and real-time presence insights.

Mobility and Apps

The growing need for job mobility, particularly in hybrid and remote work environments, is catered for by UCaaS solutions. These cloud-based platforms provide platform-neutral tools and apps, allowing workers to join from any location without downloading particular software.

Vendors of UCaaS offer specialised capabilities, including push-to-talk field service apps for mobile Communication. Apps that track employee availability in real-time can be accessed by remote workers, increasing flexibility and connectivity.


UCaaS platforms integrate collaboration features like calendars, scheduling, file sharing, and project management tools, enabling cross-functional teamwork and goal alignment. Collaboration and Unified Communication tools are closely linked, with UCaaS systems offering access to presence tools for instant employee availability.

File storage platforms facilitate document sharing and collaboration, while additional features may include real-time document collaboration, project management apps, whiteboarding services, and scheduling tools. UCaaS enhances cooperation and synchronisation among employees, fostering efficient teamwork.

CPaaS and APIs

UCaaS platforms are evolving to offer increased flexibility by integrating components of CPaaS (Communication Platforms as a Service) and APIs. Leading vendors provide APIs for developers to build custom technology stacks or offer built-in integrations with popular partnership tools.

These platforms can seamlessly work with CRM systems, video conferencing services, workforce engagement tools, scheduling systems, project management apps, and even combine with CCaaS solutions. UCaaS and CCaaS allow companies to access a unified space for internal and external communications tailored to their needs.

Management Tools

The unified platform offers comprehensive management tools through cloud-based portals. These tools allow companies to provision technology to employees worldwide, update systems, and monitor communication system health. Practical management tools help track communication resources, enhance quality, and ensure compliance and security.

UCaaS solutions often provide embedded provisioning, configuration, management tools, and integrations with other apps and solutions. Service management solutions like meeting room technology and hardware enable zero-touch provisionings, device monitoring, and efficient resource sharing.

UCaaS is a crucial service for a business since it maintains workplace cohesion even when employees are dispersed. Using phones, video conferencing, messaging, and monitoring apps is essential to know where everyone is and what they’re up to, whether you have a centralised office or a scattered workforce.

Benefits of Unified Communication as a Service (UCaaS)

Businesses don’t have to buy separate solutions for messaging, webinars, and video conferencing and try to track them all separately when using UCaaS platforms. Instead, they can access all the tools they require in a flexible setting. CEO of various business companies stated they were eager to use UCaaS for businesses to pay off technical debt from outdated systems and processes.

With the UCaaS model, modern businesses have the freedom to expand and adapt in response to the demands of a quickly changing market. The technology’s main benefits are as follows:

Reduced Costs

UCaaS offers cost-saving advantages as a cloud-based solution with a unified interface. Companies benefit from reduced expenses on maintenance, licensing fees, and initial installation compared to individual tools.

Businesses can save up to 65% by migrating their communication technologies to the cloud. Unified communications provider offers flat-rate pricing for multiple servers, simplifying budget management.

Additional savings come from eliminating extra maintenance and subscription costs for add-on solutions like SMS messaging, file sharing, conferencing services, and team messaging software. UCaaS effectively reduces enterprise communication costs while maintaining productivity and performance.

Improved Technology Management

UCaaS providers offer advanced communication capabilities like mobility and text messaging, integrating them into their calling and video calling features. Some providers support calling through a mobile device’s native dialer or messaging app, eliminating the need for app switching.

Businesses can integrate contact centre platforms or purchase contact centre services directly from their UCaaS provider, enabling integrated communications across the organisation.

UCaaS minimises management overheads by providing a unified communication platform, reducing the need to monitor and manage multiple tools individually. Quality management and reporting tools are often included, and the vendor or service provider handles maintenance requirements.


UCaaS platforms enable businesses to adapt quickly to changes and respond promptly to customer needs. With the ability to consolidate various communication tools, good UCaaS promotes efficient collaboration. It empowers employees to work from anywhere with an internet connection, addressing the growing demand for remote and flexible work.

Being cloud-based, UCaaS allows employees to access collaboration technology on any device. Companies can provision and manage communication tools remotely, fostering flexibility in hiring employees from different regions.

Efficiency and Productivity

UCaaS features enhance employee productivity by supporting third-party app integrations, allowing seamless connectivity with Communication and business apps. Integrated team messaging transforms the UCaaS platform into a centralised hub for collaboration and workflows. This consolidation of tools improves workflow efficiency, project management, and overall work quality.

Switching between multiple devices hampers efficiency and creates data silos, but UCaaS consolidates video calling, collaboration tools, file-sharing systems, and more into a single platform. With the integration of CCaaS and CPaaS components, UCaaS serves as a centralised communication for organisations.

Security and Compliance

Security is a crucial focus for UCaaS service providers, addressing companies’ concerns about moving their communications to the cloud. UCaaS works by prioritising security with features like automatic encryption of all communication forms and data sovereignty control.

Access management tools allow organisations to control employee access to information and tools. Top UCaaS providers continuously work on enhancing security and reliability in alignment with evolving regulations, ensuring a secure environment for communication and data transfer.

Innovation and Scalability

UCaaS offers organisations the flexibility to quickly add or remove users without infrastructure changes, making it ideal for seasonal employees and accommodating the hybrid workforce.

Cloud-based communications enable consistent user experiences across corporate and home networks, benefiting remote and mobile workers. Onboarding is simplified, and UCaaS systems automatically update with the latest technology, security features, and apps.

Cloud-based ecosystems provide communication scalability and agility, allowing companies to scale services across borders without needing on-site systems. UCaaS also provides easy integration for new technologies like AI and 5G and the ability to scale down or remove unnecessary services.

Improved Experience

UCaaS provides organisations with a robust disaster recovery and business continuity solution, eliminating the need for multiple PBXs and UC platforms. Users can access calling and other features without the need for a VPN, enhancing accessibility and flexibility. The UCaaS market is expected to improve the employee experience by streamlining workflows and empowering teams.

It also supports a “total experience” strategy by offering innovative reporting features for data-driven decision-making. With simplified workflows and reduced complexity, UCaaS helps enhance user experiences and enables employees to deliver personalised and knowledgeable customer experiences.

The benefits of switching to UCaaS are immediately apparent. Cloud-based services are substantially less expensive than installing all the gear required to manage an extensive phone system.

Advantages and Disadvantages

UCaaS offers a lot to businesses, but there are also certain drawbacks.

Advantages of UCaaS include:

  • Cost savings. 
  • Better workflow efficiency.
  • Faster deployment.
  • Disaster recovery
  • Greater mobility for employees.
  • Always up-to-date technology.

Disadvantages of a UCaaS include:

  •  Limited emergency calling. 
  • Loss of control
  • Dependency on a solid internet connection.
  • Interoperability issues
  • Possible interoperability problems with existing hardware

Step-by-Step Guide for UCaaS Implementation.

When migrating to UCaaS, it’s crucial to have a plan for integration, starting with employee training. Monitoring the system closely and gathering feedback during the early stages helps optimise its usage.

UCaaS adoption is overgrowing as companies embrace cloud-based communication methods, but some organisations have yet to adopt UCaaS fully. Success in transitioning to UCaaS can be achieved through careful planning and steps:

Audit the current centralised communication environment

When transitioning to UCaaS, organisations should assess current communication tools and overlap to make informed decisions. Considering factors like job roles, you can choose between a phased or complete migration approach.

Identifying communication needs and thoroughly auditing the existing environment helps determine bandwidth requirements, essential management tools, and necessary integrations. Understanding employee personas, preferred communication methods, and specific challenges such as security ensures an effective UCaaS migration strategy.

Access your needs

Conducting a thorough assessment of needed features and identifying gaps is crucial. Evaluate WAN investments for sufficient bandwidth, especially for bandwidth-sensitive services like video. Consider software-defined WAN and support for home networks, such as Wi-Fi 6 and bundled home networking devices.

Monitoring and analysing metrics using reporting and analytical tools provided by UCaaS systems allows businesses to make informed decisions and track adoption, employee engagement, and call quality. Investing in service management tools ensures effective performance monitoring and optimisation of the UCaaS platform.

Prepare your team and provide a transition timeline

To ensure a successful transition to UCaaS, communicate the switch timeline to the team and involve end users early through pilot programs for feedback. Proper training is crucial to maximise user adoption, covering platform usage and its impact on workflows.

Considering the “Total Experience,” assess individual Communication and workflow needs to find a comprehensive UCaaS solution. Evaluate the support and training services UCaaS providers provide to drive adoption and ensure a seamless migration.

Monitor and evaluate

Provide early support and training resources to employees when implementing UCaaS. Ongoing monitoring of the UCaaS environment, utilising built-in capabilities or third-party services, helps ensure optimal performance.

Gather user feedback and evaluate usage patterns to address areas that require attention, considering employee experience platforms for deeper insights. Prioritise specific features based on business needs, such as audio/video functionality, messaging, SMS, and mobile applications. Consider integration requirements and choose a vendor or solution provider accordingly.

Plan the transition approach.

Adopting UCaaS is straightforward for small companies with minimal legacy technology. However, larger enterprises may require a phased migration approach. Highly regulated industries may need to keep some communications technologies on-premises, requiring hybrid solutions from service providers.

A multi-step migration approach can be beneficial, gradually phasing out legacy communication technologies as employees adapt to the functionalities of UCaaS platforms. Flexibility and careful planning are essential for successful UCaaS adoption in larger organisations.

Right UCaaS Service Provider

The evolving UCaaS marketplace offers numerous differentiated solutions, making the selection process complex. Choosing the right UCaaS provider depends on specific needs, goals, budget, and restrictions.

Critical criteria for selecting the best UC provider include evaluating key features, considering current and future communication needs, and assessing reliability, security, scalability, and customer support. UCaaS is not a one-size-fits-all deployment; careful evaluation is necessary to find the ideal platform.


When selecting a UCaaS provider, reliability is crucial for seamless Communication. Evaluate uptime history and ask for documentation of the provider’s reliability performance, aiming for an uptime percentage above 99%.

Checking social media pages for any patterns or history of outages can also provide insights. Consider industry reports like the Gartner Magic Quadrant to identify reliable service vendors. Contingency plans and failover strategies should be discussed to ensure uninterrupted Communication in case of outages.


A vendor’s reputation significantly influences the decision to choose a UCaaS solution for around 35% of companies. Reviews, testimonials, and vendor reports showcase the level of service and success achieved with their answers.

Evaluating customer service options is also essential for reliability. Consistency in UI and UX across devices saves time, enhances navigation, and simplifies IT support. Considering a vendor’s reputation, customer feedback, and user experience contributes to selecting a reliable and user-friendly UCaaS solution.

Evaluate Features

Consider the features and solutions offered within their platforms. Assess current communication needs and future requirements to determine essential feature sets. Look for a vendor committed to innovation and delivering new options.

Prioritise key features like VoIP, calling, collaboration tools, contact centre capabilities, text messaging and mobility support. Evaluate if vendors offer industry-specific features, such as integrating calling with appointments for managed healthcare services.

Flexibility and scalability

Flexibility is a core benefit of UCaaS, so choose a customisable solution that can adapt to any business use case. Look for a platform that allows for API integrations and additional features.

Scalability is essential to accommodate evolving communication needs, enabling easy technology stack adjustments. Consider the availability of live chat or phone support, assistance in implementation or migration, and ongoing training. Access to reliable help for troubleshooting is crucial when selecting the best UC provider.


When selecting a UCaaS solution, prioritise security and compliance. Ensure the solution provider offers encryption and access controls to protect communications data. Look for advanced security options like AI-driven risk monitoring and biometric tools. Consider solutions with built-in zero trust architecture and compliance with industry standards like PCI, HIPAA, and SOC 2.

Comprehensive security features are essential for remote and hybrid work environments. Evaluate providers based on data encryption, threat management, access permissions, and support for security standards such as ISO 27001 and SOC 2.


UCaaS is a transformative technology for unified Communication. Reliability, reputation, features, flexibility, scalability, and security are crucial when choosing a provider. Consider uptime history, customer reviews, and available support. Evaluate features and integration capabilities to meet communication needs. Flexibility ensures customisation and scalability for evolving requirements. Security measures like encryption and access controls are essential. NSW IT is a reputable UCaaS provider in Australia known for tailored solutions and customer satisfaction. Making the correct choice enables businesses to enhance Communication, collaboration, and productivity.



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