What is UCaaS and how does it work?

November 1, 2019 Telavox


Unified Communications as a Service (UCaaS) is a collective name for cloud-based solutions that gather all of your company’s communication in a single system.

As the number of communication channels increases, it’s essential for them to interplay in a way that works. There are many advantages to gathering all your channels in one unified platform, or in a system that can be integrated easily and effectively.

Unified Communications (UC) – a holistic approach to your company’s communication

Once upon a time, this company communication thingy wasn’t all that complicated – you just made a call or sent a letter. But today, it’s more complex.

Whether you and your clients prefer to communicate through telephony, mail, chat or video calls, everything must be interconnected.

So how do you do it?

The answer is Unified Communications (UC). Unified Communications gives your company the prerequisites for seamless and effective communication – both externally and internally.

What is Unified Communications as a Service (UCaaS)?

Just as in other IT-areas, Unified Communications is moving towards SaaS (Software as a Service). That is, subscription-based business models. This has led to the creation of the term UCaaS, an acronym for Unified Communications as a Service.

Previous versions of Unified Communications often required substantial investments in education, as well as hardware. They were built on expensive and bulky physical systems that took up space, were hard to manage, and cost a lot of money to maintain and update. Today, the UC-solutions are in the cloud, which has made the systems cheaper, more available and easier to manage.

UCaaS means that you subscribe to a cloud-based solution for Unified Communications. By doing so, you won’t have to deal with high starting costs and you only pay for the number of users you actually need.

Telephony, mobile, PBX, chat and video calls – in a single system

A basic version of UC can help gather your company’s telephony, PBX, mail, chat and video calls in a single system.

The next step is often to integrate the different channels with the company’s other technical tools, like CRM-systems or analytical tools like Power BI.

5 important advantages with UCaas

There are many reasons as to why more companies choose to move to UCaaS. Here is a summary of the most important wins:

  1. Easy administration and user-friendly design
  2. A cohesive customer journey
  3. Effective communication and improved collaboration
  4. Lower costs and a better overview
  5. A superb overview of the statistics and fewer missed calls

1. Easy administration and user-friendly design

The UC-solutions of old were complicated to install, update and manage. It required costly consultants to make changes to the settings, and the capacity of the physical system limited the opportunities to scale up when the business grew. Modern and cloud-based UCaaS-solutions are easy and intuitive to both install and manage. They’re updated automatically, so you’ll always have access to the latest version of the software.

2. A cohesive customer journey

A cohesive and unified customer journey builds trust, increases sales and results in happy clients. With Unified Communications, you’ll see that communication with your customers is seamless and efficient – from the first contact to the purchase and onto customer support.. For example, by connecting your telephony and PBX with a system for CRM and another for customer support, you’ll give your employees the optimal opportunities to create a positive customer journey.

3. Effective communication and improved collaboration

With Unified Communications, you’ll create the basis for effective communication between colleagues. This is a must for increased productivity and growth. Flexible working hours and colleagues working remotely are all the more common. By having the company’s communication in a cloud-based UCaaS-solution, everyone can work anywhere and anytime, on any device.

4. Lower costs and a better overview

UCaaS is often a license-based business model where you only pay for what you actually use. You can easily add new users or cancel a subscription if someone quits or is hired. That way, you’ll avoid old subscriptions that cost unnecessary money long after the user has moved to a new workplace. You’ll also get a better overview since the cost for the company’s communication is gathered on a single invoice.

💡 Does your company have offices in other Nordic countries? Telavox is the only UCaaS-solution that offers a unified platform and a single invoice for all of the Nordics.

5. A superb overview of the statistics and fewer missed calls

With Unified Communications, you’ll get a valuable bird's-eye view of your company’s communication. You’ll always have a superb overview of your queue – and it’s all in real-time, too. This means that you can make a quick decision based on data when it comes to everything from competence development and planning of staffing and scheduling.



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