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Undersanding UCaaS

Unified Communications as a Service (UCaaS) is a cloud-based platform that provides a suite of communication and collaboration applications and services for businesses. It includes features like voice and video calling, instant messaging, file sharing, and conferencing. Choosing the right UCaaS platform can significantly enhance your business’ productivity and efficiency. However, with the myriad of options available in the market, it can be challenging to select the best one that fits your business needs. This article provides a guide to assist you in making an informed decision.

What is UCaaS?

  • UCaaS stands for Unified Communications as a Service.
  • It is a cloud-based platform that integrates various communication channels like voice, video, text, and email into a single solution.
  • UCaaS allows employees to communicate and collaborate effectively, regardless of their location.

Benefits of UCaaS for Contact Centres

  • Streamlined Communications: UCaaS brings all communication channels under one roof, making it easier for agents to manage and respond to customer inquiries.
  • Cost-Effective: As a cloud-based solution, UCaaS eliminates the need for expensive hardware and maintenance costs.
  • Scalability: UCaaS platforms can quickly adapt to the changing needs of a business, whether it requires expanding or downsizing.
  • Enhanced Customer Experience: With UCaaS, agents can provide quicker and more efficient service, improving customer satisfaction.

Choosing the Right UCaaS Platform

Choosing the right UCaaS platform for your contact centre involves several factors. Here are some key points to consider:

  • Integration: Ensure the UCaaS platform can seamlessly integrate with your existing systems and software.
  • Customization: A good UCaaS platform should be customizable to fit your specific business needs.
  • Security: Since UCaaS platforms handle sensitive data, they must have robust security measures in place.
  • Vendor Support: Choose a vendor that offers excellent customer support to resolve any issues promptly.
  • Pricing: Compare the pricing plans of different vendors and choose one that offers the best value for your investment.


RingCentral is known for its robust UCaaS offering that combines voice, video, text, and fax, all within one platform. Its platform is highly scalable, making it suitable for businesses of all sizes. RingCentral provides several integrations, including Salesforce and Zendesk, and its system is easily customizable, allowing contact centers to adapt to various needs.

This platform offers omnichannel capabilities that allow agents to engage with customers across multiple channels, including voice, email, social media, and chat. The platform also includes automatic call distribution (ACD) and interactive voice response (IVR) features. It provides workforce optimization tools and analytics, enabling businesses to track key performance indicators (KPIs) and make data-driven decisions.

Microsoft Teams (with Dynamics 365 Customer Service)

As part of Microsoft 365, Teams has robust UCaaS capabilities, including chat, voice, video, and file sharing. It’s tightly integrated with other Microsoft products, making it an excellent choice for businesses already using the Microsoft ecosystem.

Microsoft Teams does not include contact center-specific features, but it can be integrated with Dynamics 365 Customer Service to create a comprehensive customer engagement platform. It has features like omnichannel customer engagement, AI-driven insights, and a unified agent workspace. The integration with Teams allows for seamless internal communication and collaboration.

Top Choice: ReachUC

  • Multichannel Capabilities: ReachUC is designed to offer multiple ways for businesses and customers to communicate. This includes voice, video, messaging, and faxing.
  • Integration with PBX: One of the advantages of ReachUC is its capability to be integrated with many leading PBX systems. This can make it a good fit for businesses that already have a PBX system in place and are looking to extend its capabilities with UCaaS features.
  • Mobile Features: ReachUC offers a mobile app that extends its UCaaS capabilities to mobile devices. This can be especially useful for contact center agents or staff members who are on the go or working remotely.
  • Browser Extension: The ReachUC browser extension can integrate click-to-call and other UCaaS features directly into popular web browsers. This can streamline tasks like making calls or sending messages without having to switch between different applications.
  • Integration Capabilities: ReachUC, similar to other platforms, offers various integration capabilities, especially with CRM systems. Such integrations are vital for contact centers to provide more personalized and efficient customer interactions.
  • Voicemail Management: The platform provides advanced voicemail features, making it easy for agents and employees to manage and respond to voicemails.