Unified Communications as a Service or UCaaS, is a cloud delivery modelled service, that brings unified communications (UC) tools such as chat, file sharing, telephony, VOIP and video conferencing tools—into a single interface or platform.
The concept is designed to create a unified communications and collaboration system for businesses to gain more control over their workflows and processes, and where employees stay easily connected.
Unified communications solutions also remove the requirement to switch between multiple communication tools, thereby boosting workplace organization, efficiency, and boosting productivity.
UC and UCaaS – What’s the difference?
The main difference between UC and UCaaS is very simply where the unified communications provider platform is hosted. UC is a broader term that encompasses UCaaS, and can be both cloud based or hosted on premise, whereas UCaaS is purely a cloud based platform.
Being cloud based, UCaaS systems are then easier to scale and are generally more cost effective than traditional on-premises UC systems.
Most UCaaS solutions charge monthly or annual subscriptions, with tiered pricing based on the number of users. Traditional on-premises UC platforms, on the other hand, have a larger upfront investment, plus maintenance and licensing fees.
Understanding How UC works
UC technology uses a single interface to manage all communications, allowing teams to move between channels without having to leave the single platform. All communications happen in a single space – Messaging co-workers, calling customers, video conferencing with stakeholders, all happen in a single seamless platform.
In place of having multiple platforms for different services, UCaaS streamlines the many communication tools businesses use every day into one platform, improving collaboration and productivity.
Since UCaaS works via the internet, employees can access the tools they need on almost any device at any time and anywhere as long as they have connectivity This provides for more efficient and streamlined work channels and allow staff to stay connected wherever they are—in an office, their homes, or while traveling.
Cloud delivery model
Instead of hosting UC platforms on a traditional on-premises network, UCaaS solutions are securely hosted over the internet. This eliminates the need for on-site maintenance and technical support, and makes UC solutions faster and cheaper to deploy—which is especially helpful as businesses grow or organizational needs change. Cloud-based UC solutions are also better at supporting a mobile or hybrid workforce, which helps businesses save on both office and travel expenses.
Ripping off the PBX Blindfold: Finding the Right Fit
Head of Telephony at Vox
Business Tech Africa spoke to Natalie van der Merwe, Head of Telephony at Vox regarding their experience of Ucaas and what it means for their clients.
Natalie points out that the technology behind digital closed doors can often have a serious impact on the business if it isn’t the right fit, or fit for purpose. For example, is it capable of meeting an organisation’s call volumes? Is it capable of providing high quality of service (QoS)? What service provision has been put in place to ensure last mile call quality? Have factors such as network congestion, latency and packet loss been taken into consideration as these can have a significant impact on call volumes and customer service.
She says that cracking those doors open means asking questions about redundancy, self-service manageability, on-premises versus cloud-based equipment, and last-mile service delivery.
If you need a self-reliant solution that requires minimal intervention or complexity, then you need to consider investing in a managed service option that will provide your business with all the PBX functionality needed while ensuring ongoing security, optimised redundancy and prioritising 24/7/365 support against agreed service level agreements. As a starting point, companies should consider flexible contract terms that allow them to test the digital waters before making a long-term commitment to a specific PBX platform.
Technology Choices Must Optimise Operations and Cost
The challenge for many companies, she comments “is understanding whether the technology they have chosen can meet these essential prerequisites to ensure optimal business operations”. “Wedded to this is the need to ensure that any cloud-based PBX platform provides robust security and reliability” she says.
In an era where cyber threats are increasingly sophisticated and downtime can lead to significant financial losses, having a secure and reliable communication system is important for maintaining business continuity and protecting sensitive information.
The third consideration, according to van der Merwe, is perhaps the one that most decision-making comes down to – cost. How does the technology provide balance against the costs expected for the initial investment?
Some solutions limit the amount of on-site hardware investment you’re required to make in order to benefit from the solution. You need only ensure employees have access to the right handsets and the system runs perfectly. Others may require a heftier on-site cost but this will depend on your company’s unique needs. However, in most cases, using a smart solution that relies on a stable connectivity architecture and a limited on-site hardware cost is enough to ensure your business enjoys reliable uptime and communication capabilities.
Selecting the Right Provider
“Hosted within a datacentre as part of your UCaaS strategy means you want optimised bandwidth, reduced latency and cost-effective data transfer so you’re not stung by unexpected costs, and you can run seamless video conferencing, texting, calling and collaborative communications”, she comments.
“Selecting the right solution often comes down to the right service provider, an all-in-one offering with trusted connectivity, service and technology makes it a lot easier to pin down the SLA and ensure the solution meets your business needs”. “At the same time, it’s important to pick the provider capable of answering your technology questions”.
Before you sign on any dotted line, rip off the blindfold and find out what technology is being used to keep your business connected to the outside world. Understanding whether the platform for your essential communications is a one-of-a-kind, home-grown solution or a globally recognised system can transform your decision-making, and change the narrative around the perceived complexity of PBX systems and UCaaS functionality.
