Unified Communications as a Service (UCaaS) is a delivery model in which PBX (Private Branch Exchange) and collaboration applications and services are outsourced to a third-party provider and delivered over an IP network, typically the public Internet.
UCaaS adoption is being driven by a growing desire to eliminate on-site hardware that requires maintenance contracts and ongoing management costs, as well as a great need for redundancy to mitigate costly outages. It enables a uniform telephony experience for all users, regardless of location, due to the availability of affordable bandwidth.
According to Gartner, UCaaS supports six key communication functions:
- Enterprise telephony
- Meetings
- Unified messaging
- Instant messaging and presence
- Mobility
- Communications-enabled business process
In the past, only enterprises had access to UCaaS technology, but now it is available to every level of organization, including small to medium-sized businesses (SMBs). UCaaS offers multiple benefits to SMBs.
Benefits of UCaaS for SMBs
Thanks to advancements in cloud technology and UCaaS, small and medium enterprises can better their overall business operations. Below are the common benefits an SMB can gain from UCaaS.
Decreased Cost
Traditional phone systems can be expensive from an on-site hardware and operational cost perspective, especially for long-distance calls to clients who may not be located within the same region or country. A UCaaS application can be much more affordable for multiple reasons:
- The UCaaS provider installs, manages, and updates all the equipment and software required for service. This eliminates your need to purchase, maintain, and upgrade hardware and software.
- There’s often an opportunity cost associated with the time an IT team spends on maintaining the phone system. With UCaaS, they can devote their time to other corporate initiatives.
- UCaaS services are usually billed as a fixed monthly subscription, which helps with establishing budgets and other business planning.
Increased Productivity
Take a guess: How much time does your team spend jumping between devices and applications? According to Asana’s Anatomy of Work Index, it’s probably more than you think:
- US employees toggle among an average of 13 apps, 30 times per day.
- About 25% of workers said that these switches caused them to miss messages and actions, and that app overload makes them less efficient at work.
- Employees who frequently switched between apps also reported that they had trouble prioritizing tasks.
UCaaS brings many communication functions into a single interface, streamlining operations. Employees can easily switch among communication media based on customer needs and preferences. They can also have access to business-related documents and databases from anywhere they have an internet connection.
Improved Mobility
Remote work is probably here to stay, and that’s good news for most businesses. After all, studies consistently show that remote workers are actually more productive. But a key to that productivity is the ability to “take the office anywhere.” UCaaS gives SMBs that ability because employees can use any device to access the communication system.
Mobile workers can have complete access to messages and client information all in one convenient location. UCaaS permits businesses to use existing numbers from different locations, meaning a remote team member can use their mobile phone to mimic the office phone number. SMBs will significantly benefit from mobile employees because they will be able to maintain efficient communications with team members and clients regardless of their location.
Finding the Right UCaaS for SMBs
When it comes to communication systems, SMBs have different needs than large enterprises. It’s important to work with a UCaaS provider who understands those needs and can deliver exemplary service, along with cutting-edge technology. The ideal UCaaS provider for an SMB will provide these benefits.
Onboarding Assistance
Moving your business to the cloud should be quick, easy, and efficient. The right UCaaS provider will offer multiple setup options, from doing it yourself to installing for you for an additional up-front fixed cost.
End-user Training
The best UCaaS providers want to help you make the most of your communication system. They’ll want every member of your team to feel comfortable and confident using the tools they offer. That can be more difficult in a work-from-anywhere environment. Look for a UCaaS provider that offers training in a variety of modalities, from in-person instruction to webinars and videos, to accommodate your entire workforce.
Ongoing Support
Your UCaaS provider should handle all the implementation, integration, and management of your communication system. That includes handling any technical issues or failures. Look for the following customer service promises:
- Support when you need it: Around-the-clock support is essential because any good company understands problems do not just occur during the typical 9-to-5.
- High-quality support: Figure out vendor experience, their willingness to customize, regulatory compliance, and fraud awareness.
- User-friendly support: See if they offer quick access to tools and customer support outreach. It should be easy to find and use.
Data Protection and Security
Security breaches are serious business. They’re expensive, and they can erode customers’ trust in your company. Your UCaaS provider should follow best practices in data security. Look for a provider who offers the following:
- Two-factor authentication
- Encryption
- Infrastructure security
- Endpoint protection for multiple devices
Be sure to ask whether the provider uses a third party for security, or handles it themselves. It’s also important to know that all data is protected on mobile devices, desk phones, desktops, laptops, and other smart devices, and that you will maintain control of your company’s data.
Reliability
UCaaS generally provides better uptime because it’s cloud-based. And that’s critical for any SMB because communication is the backbone of every business. Not all UCaaS providers can deliver the same level of uptime, so ask about uptime rates and the measures taken to maximize uptime.
Want to learn more about how UCaaS could work for your business?
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