Unified Communications as a Service (UCaaS)

What is UCaaS in telecom? Learn all you need to know about UCaaS here.

What is UCaaS?

UCaaS stands for Unified Communications as a Service. Communication channels and personnel are streamlined and integrated by UCaaS vendors. Voice, conferencing, SMS, and chat applications are typically the focus of UCaaS vendors.

According to Gartner, “unified communications as a service (UCaaS) is a cloud-delivered unified communications model that supports six communications functions: enterprise telephony, meetings (audio/video/web conferencing), unified messaging, instant messaging and presence (personal and team), mobility, and communications-enabled business processes.”

Platforms and software are owned and maintained by UCaaS providers. Cloud-hosted UCaaS services are accessible via the Internet by your agents, so your company doesn't need additional hardware or infrastructure. With UCaaS, customers can contact your company in the way that they prefer. Meanwhile, agents will have more and better access to company tools and data in order to better serve customers.

Benefits of UCaaS

Integrated communications: Agents can monitor their workload using UCaaS tools in conjunction with the company's existing communication systems.
Flexibility: You can add another communication channel with a little software tweaking and team training.
Cost-effective: There is no need to purchase expensive hardware or reconfigure on-premise phone architectures.
Speed to first call: Plug and play functionality. Using the cloud, IT can make changes to a call center's structure, including expansion, reduction, reorganization, and other changes.
Better customer experience: Customers can reach a company any way they want – social, mobile, email, live chat, phone – while agents have a better ability to access all company tools across the UCaaS interface.

Interested in Learning More?

AVOXI is the cloud communication platform of choice for enterprises and companies with international markets. The road to modernized communications has never been easier, learn what AVOXI can do for you today.