How Implementing UCaaS Can Transform Your Business

How Implementing UCaaS Can Transform Your Business

Author: Lyndsay Cook, SVP Marketing, PGi


Unified Communications (UC) and Software as a Service (SaaS) are terms that have now become increasingly common, but a relatively newer term hitting the industry agenda is Unified Communications as a Service (UCaaS). UCaaS is the product of both these technologies combined, and progressive businesses have begun adopting it, as a way to manage their communications and collaboration technologies.

The Impact of Unified Communications

UC is known as a platform capable of weaving together a number of communication tools, with the objective to improve productivity, communication and organisational wide collaboration. The desired outcome is to achieve a cohesive system, which all users have easy access to, from whatever device they choose to operate from.

UC consists of the following components: Voice and telephony; Meeting solutions (audio, video or web conferencing); Messaging (email with voice mail and unified messaging); Presence and instant messaging and Communications-enabled applications (communications platform as a service, integrated contact centres and workstream collaboration).

UC systems are regarded by some CIOs and COOs as overly complex and costly, as they require significant investment in hardware and software, upgrades and system maintenance. IT teams can often be so occupied with UC system maintenance that it prevents them from prioritising strategic initiatives that are correctly aligned with the other technology investments made by the business. Subsequently, overall productivity can decline, underpinned by often outdated and non-integrated technology infrastructure elements.

Introducing UCaaS

UCaaS includes all the functionalities of a premise-based UC system, whilst existing safely and securely in a Cloud environment.

UCaaS allows any business to collaborate and communicate in a relatively easy and cost-effective way. Cloud-based technology is self-sustaining, and allows organisations to reduce substantial investments in hardware, software and IT maintenance. For smaller to mid-size businesses, this will prove particularly beneficial, given their typically tighter budgets and the limited resource available to implement unified communications to manage their various internal systems.

“A notable 43% of current users and 40% of future users report that UCaaS is easier for IT to manage.” (Frost and Sullivan)

In addition to saving costs, employee demands have been widely perceived as a main driver for UCaaS adoption. According to MarketWatch, 50% of workforces will be remote by 2020. Employers will also be expected to provide sufficient communication and collaboration tools to “knowledge workers”, although they operate from different locations and time zones, with services including: group chats, screen sharing, video calling and conferencing and instant messaging. Furthermore, these knowledge works expect business apps to be as user-friendly as consumer apps.

Most legacy UC systems fail to meet the requirements of today’s knowledge workers, particularly those that do not provide mobile capabilities.

Successful adoption of UCaaS technology provides knowledge workers with a cohesive set of communication and collaboration tools to allow them to work efficiently and effectively. Many employees have been utilising UCaaS enabled consumer devices at home for years now, which is why they expect nothing less in their professional life, in terms of quality and efficiency. It is important to provide your employees with the right set of tools, and then the business will reap the rewards with a smarter, more motivated and collaborative workforce, all focused on the positive transformation of your business.


To discuss UCaaS further, why not Register Free here for UC EXPO 2019?