Analyzing the Different Features Offered by UCaaS Providers

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We’ve all had a frustrating experience with poorly executed company communications. Salesforce reported that 48% of customers switched brands for better customer service. Effective communication is necessary for cultivating strong community relationships, promoting understanding, and keeping a good reputation.

That’s why Unified Communications as a Service (UCaaS) is such an exciting technology for businesses to explore! With a UCaaS provider supporting an organization’s communication tools, communicating with your community becomes more manageable, efficient, and enjoyable.


What Is a UCaaS Solution?


UCaaS Solution

Source: 3CX


Unified Communications as a Service (UCaaS) includes cloud-based communication platforms that unify a business’s multiple communication tools and services within one integrated platform. UCaaS brings together various communication platforms and services into one easy-to-use interface, making it easier than ever for businesses to communicate seamlessly.

UCaaS solutions can integrate and unify multiple telecom processes, such as the following:

A UCaaS system relies on a unified communication software platform and a unified communications vendor to operate.


Is a Cloud Unified Communications Platform the Same as UCaaS?

UCaaS platforms can be cloud-based, on-premise, or a hybrid of both. UCaaS providers that offer cloud-based UCaaS platforms should prioritize data security measures. Companies that prefer to have complete control over their data center should select an on-premise UCaaS option.


What Are Unified Communication Platforms?

Unified communication platforms are easy to understand; they’re software programs allowing organizations to operate several communication tasks from a centralized contact center.

A UCaaS platform is designed to simplify and streamline an organization’s communication processes to reduce costs, improve information flows and achieve goals faster. They can also integrate with other digital platforms to further harmonize business processes.

Trusted platforms in today’s UCaaS market include the following:

  • RingCentral
  • 8×8
  • Cisco
  • Vonage
  • Dialpad
  • Avaya
  • Microsoft
  • Zoom
  • GoTo
  • Windstream
  • Google


How Does a Unified Communications Solution Work as a Service?

With a UCaaS solution, organizations rely on a qualified provider for most (or all) of their telecommunication needs, equipment, software, and services.

The process of implementing a UCaaS system begins by first reviewing your communication and collaboration needs. Then, find a trusted unified communication vendor to help you select the best solution for your organization’s needs, budget and business goals.


Learn more about the different communication endpoints you can integrate into your UCaaS system:


Next, the provider will configure your system and help you deploy the programs and tools necessary for setting up the UCaaS solution you’ve selected. Once the implementation process is complete and everyone on your team is trained on the new system, your organization will reap the benefits of a Unified Communications (UC) solution.


Real-Life Unified Communications Examples

UCaaS is used daily by companies and organizations with various communication needs. Here are just a few examples.



Schools have a variety of communication needs to ensure that faculty and staff can coordinate and effectively engage with students and parents. Whether for athletics promotion, closing schedules, or emergency communications, a UCaaS system is an essential tool for schools at all levels.


Government Buildings and Offices

Unified communications systems in government buildings and offices can improve communication and collaboration among employees by integrating various modes of communication, such as voice, video, and messaging, into a single platform. They can also enhance efficiency and reduce costs by streamlining communication processes and minimizing the need for multiple communication tools.


Healthcare Facilities

Hospitals and other healthcare facilities use UCaaS platforms to ensure the flow of information between patients, physicians, and hospital staff. When seconds count, it is crucial that a hospital has a robust communication architecture to support caregivers.


Small Businesses

An entrepreneur with a small business and a remote workforce appreciates how a UCaaS solution keeps their communication costs low, enables unlimited calling, and easily connects team members and clients with ease.


Hospitality Industry

Hotels, restaurants and other hospitality businesses need easy communication solutions that connect staff and guests quickly and easily. By using a UCaaS platform, hospitality businesses can ensure their customers have a great experience and their employees can work more efficiently.


Features of a UCaaS Solution

UCaaS solutions provide all of the features of VoIP telephony, along with many other features. The following is a list of some of the standard features included in a UCaaS platform:


Voice over IP (VoIP) telephony

VoIP technology is a phone system that relies on a stable internet connection to make and receive phone calls instead of traditional landlines. A VoIP-enabled UCaaS phone system eliminates the need for physical phone lines, antiquated PBX systems, and costly phone equipment to install and maintain.


Unified Messaging

Unified messaging allows users to access voicemail, email, and text messages from a single inbox or platform in real time. This helps streamline information flows regardless of a person’s preferred communication method.

What Are Unified Communication Platforms

Video Conferencing

UCaaS systems provide the capability to connect remote team members for face-to-face meetings using audio and video streaming without additional platform access.


CRM Integration

UCaaS with CRM integration capability means all customer contact information and sales data are stored together in a centralized location. This feature helps break down data silos and helps sales teams reach clients and customers more efficiently.



UCaaS solutions allow users to access their business communications from any location and device. System administrators can set up automatic call routing to direct calls to the right person, regardless of location.


File Sharing and Collaboration

This feature allows users to share documents and collaborate on projects with their colleagues easily. Keeping team members apprised of project progress is easier than ever with a UCaaS platform.



UCaaS platforms can integrate with other digital applications, such as customer relationship management (CRM) systems and enterprise resource planning (ERP) solutions, to promote further collaboration and business process efficiency.


4 Signs You’re Ready for a Unified Communications Solution

Changing how your organization communicates can be a daunting task. That’s why it’s important to understand the right time to make the switch and invest in a UCaaS solution. Here are four signs you’re ready for a unified communications solution:

  • The current operating system is old and outdated. When legacy communications systems become obsolete, the cost to maintain and upgrade them can be too expensive.
  • Connecting with team members is challenging. UCaaS systems help better connect team members onsite and in remote locations by providing better access to all communication channels.
  • Business communication costs are out of control. An easy way to lower telecom costs is to let go of landline technology and adopt VoIP technology with a UCaaS-operated network.
  • Critical business processes are becoming siloed. Data silos can slow down business processes, impede collaboration and lead to data loss. Connecting all data sources on a single platform with a UCaaS solution helps solve this problem.


What to Look for in a UCaaS Provider


Reliability and Uptime

Any UCaas provider you consider should have a proven track record of reliable service and minimal downtime. Be sure to ask all potential service providers for client references and check out their online review history.


Need to Build a Unified Communications Solution from the Ground Up?

Global CTI partners with a variety of vendors to get you the infrastructure you need to support communications across a variety of channels, so you can reach your entire community

Find Out More



Understand what security measures, certifications and assurances a prospective UCaaS provides to protect and secure your organization’s data.


Customer Service and Support

It’s crucial that your UCaaS provider will be available when you need them. Ask potential service providers about their customer service and support policies to make an informed decision. Questions you might want to ask include:

  • Is there a real person readily available for technical assistance 24/7?
  • What is the provider’s NPS score?
  • How quickly is the average service ticket resolved?


Pricing and Contract Terms

The cost of a UCaaS solution is an essential factor in your decision. Be sure to complete a UCaaS pricing comparison and ask all potential providers for detailed, itemized pricing and contract terms.


Global CTI: Your Trusted Unified Communication Provider

Global CTI provides unified communications as a service (UCaaS) solutions tailored to meet the needs of businesses of any size. We offer reliable and secure communications networks, advanced features, and superior customer service.

Our UCaaS solutions are designed to help businesses increase their efficiency, see better cost savings, and improve communication with customers. We provide expert installation, comprehensive training, and 24/7 customer service to satisfy all your communication needs. Contact us today to learn more about how Global CTI can help your company improve communication processes.

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