Five reasons convincing companies to use unified communications as a service

May 25, 2022

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“Roughly 50% of enterprise buyers are looking for a single provider from whom they can procure their UCaaS solution along with commonly integrated solutions, such as web conferencing, a contact center, and even collaboration app software solutions.”1 But why use the cloud for meetings, voice, and messaging anyway? Companies are choosing or switching to a unified communications as a service (UCaaS) for many reasons.

Why are people switching to UCaaS?

SaaS is the way of most industries and infrastructure, with landlines phasing out. (No Jitter, 2021) A few reasons many companies consider switching include reduced maintenance, less headache, and less responsibility. But there’s more than just the freedom that comes from ditching the hardware.

Many companies are seeking a solution flexible enough for a variety of end-users who will utilize the tools and integrations that a unified communications as a service platform can provide.

1. Fewer points of contact for UCaaS

A modern, easy to manage UCaaS solution is just plain easier for IT teams to coordinate with. Having fewer sources to talk to is simpler than coordinating a conference call with a handful of providers, vendors, and consultants. There’s no substitute for that kind of simplicity.

2. Global access to a cloud platform

A UCaaS solution can empower global teams or a small team that works from anywhere (WFX) by connecting them across states, countries, and continents. (UC Today, 2022) International enterprises and WFX employees can eliminate on-prem technology and upgrade the cloud. Offices and call centers around the world can upgrade to UCaaS quickly, too. End-users and administrators can get the same great experience of unified communications no matter their location.

3. Convenience and flexibility of cloud communications

UCaaS offers the flexibility to stick with on-premises hardware or start transferring your systems to the cloud, reducing the stress of maintenance. (Symplicity Communications, Inc., 2021) If on-prem hardware isn’t an issue, an organization can keep using that infrastructure and still get the benefits of UCaaS. When it’s convenient for a company, it can fully transfer from on premises to the cloud with UCaaS.

Once in the cloud, the savings of using UCaaS provides a convenient buffer in your technology budget. (UC Today, 2022) No hardware set up, management, or real estate resources needed. Plus, companies can avoid the hassle of porting and switching an old hardware system to a new one with a UCaaS solution.

4. Support and flexibility with a reliable network

“Formal customer support options with white-glove service and ongoing education and support programs are critical differentiators in the market.”1 With generally higher quality, UCaaS networks are usually more reliable than legacy infrastructure. White-glove security is taken care of by the provider as well. If anything does go haywire, many UCaaS providers have excellent customer support with teams handling issues or emergencies fast. It’s just a phone call away.

Experts can help mold services to your needs with pre-approved integrations to UCaaS systems when a company requires new or different tools.

5. Ready-to-go integrations and add-ons like BYOC

A single UCaaS vendor can provide a company with what’s needed today as well as innovation for the future. (Zoom, 2020) Companies can work with a UCaaS provider to customize a unified communications tool into what is currently needed with the peace of mind knowing that more features can be added later.

Collaboration tools and meeting integrations help add value to a UCaaS option as a company grows. Specifically, a bring your own carrier (BYOC) solution is especially popular for many companies. It can add even more flexibility, reliability, and lower costs.

Why the union between BYOC and UCaaS?

When looking for your UCaaS solution, look for a “Broad set of pre-integrations available to popular enterprise software and other UC&C solution elements.”1 Adding BYOC to a unified communications as a service platform has some great benefits. A bring your own carrier solution can provide dynamic failover and maintain business continuity in the case of an outage. It can act as someone else’s hard drive, so you don’t have to worry in the case of an emergency.

BYOC automation tools can save businesses time by providing customers with self-service. With common questions handled by AI, employees can focus on more complex customer interactions. BYOC can be a faster and more cost-effective solution than working with the hosted provider to get the same results.

Bring your own carrier allows advanced customization beyond what UCaaS can provide. BYOC benefits include:

  • Reducing work and lowering costs with automation
  • Providing a better customer experience with easy workflows
  • Saving developer resources with low-code and no-code tools
  • Protecting your business with dynamic failover

“UCaaS providers have begun earnestly shifting their portfolio strategy to be able to offer adjacent solutions that can drive per-user revenue growth.”2 Consider these three things before committing to a new UCaaS provider:

  1. Think about your company’s goals when assessing UCaaS
  2. Know how to optimize your UCaaS solution
  3. Enable your UCaaS with BYOC

If you’re looking for a simple, convenient, and cost-effective UCaaS option with global reach and expert support, you should also add BYOC to get the most out of your solution. IntelePeer’s BYOC offering is globally accessible with cloud convenience. Our award-winning support enhances UCaaS flexibility on a reliable triple-redundant network. And our BYOC solution is pre-approved to integrate with Cisco, Microsoft, Twilio, Talk Desk, Genesis, Five9’s, and NICE’s inContact.

1 IDC, MarketScape: Worldwide UCaaS Service Providers for Enterprise 2021 Vendor Assessment, #US47452521, February 2021
2 IDC, Top 5 Trends in UCaaS to Watch in 2022, #US48813122, February 2022

Do you want to learn more about modernizing your contact center and accelerating customer engagement with generative AI and automation? Schedule an AI and automation Customer Interaction Intent Study with IntelePeer now.  

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