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Unified Communications as a Service (UCaaS)

Amanda Scheldt
Last Updated May 24, 2022 9:01 am

Unified communications as a service (UCaaS) is a cloud-based communications solution that provides the same functionality as an on-premises private branch exchange (PBX) phone system for businesses. UCaaS employs the use of voice over Internet Protocol (VoIP) while integrating and unifying a variety of other communications technologies. Read on to learn more about UCaaS and its enterprise benefits.

What Is UCaaS?

UCaaS assists enterprises with ensuring employees have the essential and functional communication tools to do their job tasks. UCaaS connects multiple communication methods together by delivering conferencing, messaging, instant messaging, enterprise telephony, and business processes through the cloud. It allows businesses to manage their contacts from any device and at any time. Companies can also scale services to meet changes in call volume over time. 

Since UCaaS uses cloud technology rather than PBX communication technology, companies have more control over all aspects of their communications processes. With incoming or outgoing calls made through an IP network connection instead of older analog phone systems, this also allows for greater control of communication endpoints and servers.

Key Elements of UCaaS

As businesses become more global, they need to be able to communicate with their customers in any part of the world. UCaaS gives them the capability to do this by providing a unified platform where users access different applications and different types of communication channels. There are 4 main elements to UCaaS for businesses:

Single interface

UCaaS can be accessed through a single interface, so users don’t have to go through several different portals or websites to use services like voice and video conferencing.

Flexibility and scalability

With UCaaS built in the cloud, businesses can scale up or down as needed, depending on their needs. Also, since the UCaaS model is scalable, it’s easy to add new users or streamline processes without making significant changes in daily operations.


Companies can save on costs by eliminating expensive hardware purchases and cutting back on the internal labor needed to run, access, integrate, and maintain communications solutions.


UCaaS platforms are secure by design, preventing unauthorized access through encryption protocols such as TLS/SSL and robust authentication methods like two-factor authentication (2FA).

Benefits of UCaaS

UCaaS offers enterprises a variety of benefits as soon as they adopt the communication solution. Read on to learn about some key advantages enterprises discover with UCaaS:

Streamlined communications

Unified Communications as a Service can significantly increase productivity by offering a blended approach to business communication. This means teams can work together more efficiently regardless of where they’re located or what project they’re working on.

Efficiency and lower costs of a cloud-based solution

UCaaS is also highly cost-effective for businesses. Because it is a cloud-based solution, there is no need for additional hardware or maintenance fees. The service provider handles all infrastructure maintenance and upgrade costs in their own data centers

Open architecture for more flexible integrations

UCaaS uses an open architecture that connects with virtually any other application, including third-party applications. This eliminates the need for expensive integration services like those in traditional PBX communication services. 

A single point of contact for customer service

UCaaS combines several different communication mediums into one solution, which makes it possible for customer service departments to address customer inquiries and concerns coming from disparate communication methods. This unified platform access is especially useful for employees working remotely or in hybrid office environments.

How UCaaS Is Utilized Within Businesses

Unified Communications as a Service offers business communication services in a simple way to connect employees with each other and their customers. In addition to being a single communications platform for all business applications, UCaaS can offer additional capabilities, such as customer relationship management (CRM), project management, security, and archiving.

UCaaS is delivered on a subscription basis, with the UCaaS service provider hosting and managing the technology infrastructure in its own data centers. End users gain access through any device connected to the internet, so enterprise IT staff have nothing to install or maintain on an individual user level. The service provider handles all hardware, software updates, and maintenance.

Interested in finding a UCaaS solution that works for your business? Take a look at some of the Best UCaaS Providers here.