Unified Communications (UCaaS)

Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.

Cloud-based PBX and enterprise voice

Collaboration Tools

Direct Routing for UCaaS Voice

Global PSTN Coverage

High-availability SIP trunking

Managed session border controllers (SBC)

Operator Connect & Direct Routing

POTS Replacement

Spam Management & Call Integrity

Market Leaders

Windstream Enterprise

CX Advanced Solutions LLC

Red River

Rogers Communications

Spectrum VoIP

NuWave Communications

Simplicity VoIP

T-Mobile

TCN

TNS

Telefónica Global Solutions

NTT Cloud Communications

Cox

TPx

Corporate IT Solutions, Inc. (CIS)

NTT

8x8

Windstream Enterprise

CX Advanced Solutions LLC

Red River

Rogers Communications

Spectrum VoIP

NuWave Communications

Simplicity VoIP

T-Mobile

TCN

TNS

Telefónica Global Solutions

NTT Cloud Communications

Cox

TPx

Corporate IT Solutions, Inc. (CIS)

NTT

8x8

Unified Communications (UCaaS) Buying Guide

What is UCaaS?

Unified Communications as a Service (UCaaS) is a cloud-based delivery model that integrates and delivers a suite of communication and collaboration applications and services over the internet. Instead of disparate systems for phone calls, video conferencing, instant messaging, and email, UCaaS consolidates these into a single, cohesive platform. It essentially takes traditionally on-premise communication infrastructure and makes it available as a subscription service, managed by a third-party provider. This allows organizations to streamline their communication workflows, enhance teamwork, and improve overall productivity.

Key Considerations When Evaluating Solutions

Scalability and Flexibility

Growth Potential: Can the solution easily scale up or down to accommodate changes in your workforce size, geographic reach, or communication needs?
Feature Agility: How easy is it to add or remove features and licenses as your requirements evolve?
International Reach: If you have global teams, does the provider offer local numbers, international calling plans, and support in various regions?

Core Communication Features

Voice Calling (PBX Features): Does it include essentials like call routing, auto-attendant, hold music, call queues, voicemail-to-email, and caller ID?
Video Conferencing: What are the capabilities regarding participant limits, screen sharing, recording, virtual backgrounds, and integration with calendars?
Instant Messaging & Presence: Does it support one-to-one and group chat, file sharing, and real-time presence indicators (available, busy, away)?
Collaboration Tools: Are there features like persistent chat rooms, document co-editing, whiteboarding, and task management integrated?
Mobile Experience: How robust and intuitive are the mobile applications for iOS and Android? Are all core features available on mobile?

Integration Capabilities

CRM/ERP Integration: Can it seamlessly connect with your existing Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) systems to enhance customer interactions?
Productivity Suites: Does it integrate with popular platforms like Microsoft 365, Google Workspace, or Salesforce for calendar sync, contact management, and document sharing?
APIs and Webhooks: Does the vendor provide comprehensive APIs for custom integrations and automation?

Reliability and Redundancy

Uptime Guarantees (SLA): What is the service level agreement (SLA) for uptime, and what are the penalties for failing to meet it?
Disaster Recovery: What measures does the provider have in place for business continuity and disaster recovery? Where are their data centers located?
Network Performance: How does the solution handle network latency and packet loss to ensure high-quality voice and video?

Security and Compliance

Data Encryption: What encryption standards are used for data in transit and at rest (TLS, SRTP, AES-256)?
Compliance Certifications: Does the provider comply with industry-specific regulations relevant to your business (e.g., HIPAA, GDPR, SOC 2, ISO 27001)?
Access Control: What security features are available for user authentication, role-based access, and audit logs?

Cost and Pricing Model

Transparent Pricing: Is the pricing model clear, or are there hidden fees for features, support, or international calls?
Per-User vs. Tiered: Is pricing per user, or are there different tiers based on feature sets?
Contract Terms: What are the contract lengths, and what are the terms for scaling up or down or canceling services?
Total Cost of Ownership (TCO): Consider not just the subscription cost but also potential costs for new hardware (headsets, cameras), training, and integration services.

Support and Training

Support Channels: What kind of support is offered (24/7, phone, email, chat), and what are the response times?
Onboarding and Training: What resources are available for initial setup, end-user training, and ongoing learning?
Account Management: Will you have a dedicated account manager, especially for larger deployments?

Common Use Cases

Remote and Hybrid Work: Enabling employees to communicate and collaborate effectively from any location, with consistent access to corporate communication tools.
Call Centers & Customer Service: Providing agents with integrated tools for inbound/outbound calls, chat, and CRM integration to improve customer experience and agent efficiency.
Sales Teams: Empowering sales professionals with integrated calling, conferencing, and CRM integration to manage leads, conduct virtual meetings, and close deals faster.
Internal Collaboration: Facilitating seamless team communication through instant messaging, video meetings, and shared documents, reducing reliance on email.
Business Travel: Allowing employees to stay connected and productive while on the road, with access to enterprise communication via mobile devices.
Digital Transformation Initiatives: Modernizing outdated PBX systems and disparate communication tools into a unified, cloud-based platform to improve operational efficiency and agility.
Streamlining IT Operations: Reducing the burden on IT by outsourcing communication infrastructure management to a UCaaS provider, allowing internal teams to focus on strategic initiatives.

Technical Requirements

Network Infrastructure

Internet Bandwidth: Sufficient and stable internet bandwidth is crucial. Voice calls require relatively little, but high-definition video conferencing consumes significantly more. * QoS (Quality of Service) configurations are highly recommended* to prioritize UCaaS traffic.
Reliable Network: A robust and redundant network architecture is essential to prevent communication interruptions.
Firewall & Port Configuration: Proper firewall rules and port forwarding will be necessary to allow UCaaS traffic to flow freely. Vendors will provide specific port requirements.
Power over Ethernet (PoE): If using IP phones, PoE-enabled switches simplify deployment by providing power via the network cable.

Endpoints and Hardware

Headsets: High-quality headsets with noise cancellation are essential for clear audio, especially in open office environments or remote settings.
Webcams: Integrated or external webcams are needed for video conferencing.
IP Phones: While many users rely on softphones (software on computers/mobile devices), desk IP phones may be preferred for certain roles or areas.
Conference Room Hardware: For dedicated meeting spaces, consider specialized conference room cameras, microphones, and display systems compatible with the UCaaS platform.

Software and Operating Systems

Operating System Compatibility: Ensure the UCaaS softphone applications are compatible with your organization's operating systems (Windows, macOS, Linux).
Browser Compatibility: Confirm the web-based client (if available) supports your preferred web browsers.
Mobile Device Support: Ensure robust and feature-rich mobile apps for iOS and Android are available and supported.

Integration Readiness

API Access: If custom integrations are planned, ensure your internal development resources or integrators are familiar with API consumption and have the necessary tools.
SSO Integration: Plan for Single Sign-On (SSO) integration (e.g., Azure AD, Okta, OneLogin) for simplified user management and enhanced security.
Data Migration: If migrating from an existing communication system, consider what data (contacts, call logs, voicemail) can be migrated and the effort involved.

Implementation Considerations

Phased Rollout vs. Big Bang

Pilot Program: Start with a small group of users to test the system, gather feedback, and identify potential issues before a wider rollout.
Departmental Rollout: Roll out to one department or team at a time to manage the change more effectively.
Big Bang: While sometimes necessary, a full organization-wide rollout at once carries higher risk and requires meticulous planning.

Change Management and Training

Communication Plan: Develop a clear communication strategy to inform employees about the upcoming changes, benefits, and timelines.
Comprehensive Training: Provide thorough training for end-users on how to use new features, including handouts, video tutorials, and live sessions.
IT Admin Training: Ensure your IT team receives in-depth training on managing the UCaaS platform, troubleshooting common issues, and configuring settings.
Champions Program: Identify and train "power users" or "champions" within each department who can assist their colleagues and serve as a first line of support.

Number Porting

Planning and Timeline: Number porting can take time (weeks to months), so plan this well in advance.
Coordination with Vendor: Work closely with your UCaaS provider to ensure a smooth transition of existing phone numbers to the new platform. Do not cancel old services until porting is complete.

Network Assessment and Optimization

Pre-Implementation Audit: Conduct a thorough network assessment to ensure your existing infrastructure can support the UCaaS solution.
QoS Implementation: Configure Quality of Service (QoS) on your routers and switches to prioritize voice and video traffic over less critical data.
Bandwidth Uplift: If the assessment indicates insufficient bandwidth, plan for upgrades before going live.

Security and Governance

Policy Development: Establish clear policies for acceptable use, recording of calls/meetings, data retention, and mobile device usage.
User Provisioning/Deprovisioning: Implement automated or streamlined processes for adding and removing users to maintain security and compliance.
Monitoring and Auditing: Set up continuous monitoring of UCaaS usage and audit logs to identify potential security risks or misuse.

Post-Implementation Support

Feedback Loop: Establish a mechanism for users to provide feedback and report issues after implementation.
Continuous Improvement: Regularly review usage patterns and new features offered by the vendor to continuously optimize and leverage the platform's full potential.

Questions to Ask Vendors

Solution Capabilities & Features

What are your core voice, video, and messaging capabilities? Are there any limitations on participant numbers or feature sets based on our chosen plan?
How strong are your mobile applications for iOS and Android? Are all critical features available on mobile?
What advanced features (e.g., AI integration, analytics, call recording, transcribing) are included, and which are add-ons?
Can you walk us through a demonstration of your user interface and administrator portal? How intuitive are they?
What are your conferencing capabilities? Do you support webinar functionality, breakout rooms, and custom branding?

Integration & Ecosystem

What out-of-the-box integrations do you offer with CRM (e.g., Salesforce, HubSpot), productivity suites (e.g., Microsoft 365, Google Workspace), and helpdesk tools?
Do you have an open API for custom integrations? What level of documentation and support do you provide for developers?
How do you handle Single Sign-On (SSO) integration with our existing identity provider (e.g., Azure AD, Okta)?
Can we integrate third-party applications or bots into your communication platform?

Reliability, Performance & Security

What is your guaranteed uptime SLA, and what are the penalties if it's not met?
What is your infrastructure redundancy and disaster recovery strategy? Where are your data centers located?
What security certifications and compliance standards do you adhere to (e.g., SOC 2, ISO 27001, HIPAA, GDPR)?
How do you protect data in transit and at rest? What encryption protocols are used?
What security features are available for user authentication, access control, and threat detection?

Pricing & Contracts

Please provide a detailed breakdown of your pricing model, including all potential costs (per user, add-ons, international calls, support tiers).
What are the typical contract lengths? What are the terms for scaling up or down our user count during the contract term?
Are there any hidden fees or charges we should be aware of?
What is your policy for number porting, and are there associated costs?
Can you provide a clear understanding of the Total Cost of Ownership (TCO) for our organization over a 3-5 year period?

Implementation, Support & Training

What does your onboarding process look like? What will be our responsibilities versus yours?
What kind of migration assistance do you offer for moving from our existing communication system?
What training resources do you provide for both end-users and IT administrators?
What are your support hours and channels (phone, email, chat)? What are the guaranteed response times for different severity levels?
Will we have a dedicated account manager or support representative?
How do you handle future updates and new feature rollouts? What is your product roadmap?

Vendor & Company

How long have you been providing UCaaS solutions, and what is your company's financial stability?
Can you provide customer references, ideally from similar industries or company sizes as ours?
What is your strategy for innovation and staying competitive in the UCaaS market?

Market Leaders

View All Vendors

ACC Business

ACC Business provides telecom and data solutions to businesses of all sizes, focusing on customized communication services.

Zoom

Zoom offers a reliable and scalable video-first unified communications platform, supporting video meetings, voice, chat, and webinars across devices.

SCB Global

SCB Global provides native Microsoft Teams cloud calling and omnichannel contact center solutions, optimizing global communication and collaboration for businesses.

MetTel

MetTel provides integrated communications solutions for businesses, focusing on connectivity and managed services.

C-Spire

C Spire provides integrated wireless, fiber internet, and managed IT solutions for businesses and consumers, delivering high-touch, regionalized technology.

Granite

Granite provides voice, data, and managed services for businesses, focusing on seamless connectivity and user experience.

Spectrum

Spectrum Partner Program offers a comprehensive suite of connectivity, communication, and managed network solutions designed to help businesses enhance their digital experience and optimize their operations.

Microsoft

Microsoft is a global technology leader, providing cloud, AI, and business solutions like Microsoft Azure, Microsoft 365, and Dynamics 365 to support businesses worldwide.

Windstream Enterprise

Windstream Enterprise provides cloud-optimized network and security solutions, including SD-WAN and UCaaS, powered by a proprietary digital management portal.

VocalIP

VocalIP provides managed communication and network solutions, including UCaaS and SD-WAN, for mid-market and enterprise firms seeking high-touch service.

Telstra

Telstra provides global telecommunications and technology services to enterprises and governments, leveraging Australia's largest mobile network and subsea cables.

TouchTone

TouchTone Communications provides enterprise-grade managed voice, data, and SD-WAN solutions, delivering high-touch, engineered connectivity for mid-market firms.

Telnyx

Telnyx provides a global communications platform and private IP network, offering carriers, enterprises, and developers programmable voice, messaging, and data.

TelSynergy

TelSynergy provides high-reliability unified communications and cloud networking for mid-market enterprises, specializing in mission-critical uptime and bespoke infrastructure integration.

Verve

Verve provides integrated cloud communications and managed IT solutions for mid-market enterprises, combining carrier-grade voice with white-glove support.

Zultys

Zultys provides unified communications and IP phone systems for SMEs, offering a single-software platform for cloud, on-premise, and hybrid deployments.

Astound

Astound provides cloud-based communication and collaboration solutions for businesses, emphasizing seamless connectivity and user experience.

WiLine

WiLine provides high-speed managed network, voice, and data solutions for businesses using a private fixed-wireless mesh network for superior reliability.

vCom Solutions

vCom Solutions provides a comprehensive IT lifecycle management platform and managed services that help mid-market enterprises automate IT spend and operations.

S-NET Communications

S-NET Communications provides managed cloud communications and networking solutions for mid-market and enterprise firms, specializing in high-touch, white-glove service.

Aircall

CX Advanced Solutions LLC

CX Advanced Solutions is a Cisco Premier Partner providing cloud calling, contact center, and migration tools to modernize enterprise collaboration.

Red River

Red River provides integrated technology solutions and managed services for government and enterprise clients, specializing in digital transformation and security.

Rogers Communications

Rogers Communications is a leading Canadian technology and media company providing premium wireless, cable, and business solutions to consumers and enterprises.

Spectrum VoIP

Spectrum VoIP provides enterprise-grade cloud communications and UCaaS solutions for mid-market businesses, featuring bundled hardware and unlimited support.

NuWave Communications

NuWave Communications is a global Tier-1 carrier specializing in automated Direct Routing and Operator Connect solutions for Microsoft Teams and Zoom Phone.

Simplicity VoIP

Simplicity VoIP provides enterprise-grade UCaaS and VoIP solutions for mid-market businesses, distinguished by a high-touch, white-glove service model.

T-Mobile

T-Mobile provides high-speed 5G connectivity and IoT solutions for businesses, leveraging the nation’s largest 5G network to drive enterprise digital innovation.

TCN

TCN provides a comprehensive, cloud-based contact center platform (CCaaS) for enterprises and BPOs, offering advanced automation and compliance tools.

TNS

TNS provides global mission-critical connectivity and interoperability solutions for the payments, financial, and communications markets via a secure private cloud.

RingCentral

RingCentral provides cloud-based communication and collaboration solutions, unifying voice, video, messaging, and contact center services to enhance business operations globally.

Wildix

Wildix provides browser-based Unified Communications and CaaS solutions for SMEs, using a WebRTC-first approach to drive sales and secure remote collaboration.

BlueLine Telecom

BlueLine Telecom provides enterprise-grade UCaaS and global SIP trunking solutions for mid-market firms, delivering superior uptime through a private Tier-1 network.

TeligentIP

TeligentIP provides global UCaaS, CCaaS, and Microsoft Teams integration services for enterprises, offering a geo-redundant network and high-touch engineering.

Crexendo

Crexendo provides award-winning UCaaS, CCaaS, and communication solutions for businesses and managed service providers via its high-growth NetSapiens platform.

First Communications

First Communications offers integrated telecommunications and cloud services for businesses, focusing on connectivity and customer support.

Fuze

Fuze provides a global, cloud-based unified communications platform (UCaaS) for large enterprises, streamlining voice, video, and messaging in a single app.

IPFone

IPFone provides enterprise-grade UCaaS, SD-WAN, and contact center solutions with a high-touch service model for businesses seeking reliable, localized support.

Intermedia

Intermedia provides cloud communications and collaboration solutions for SMBs and partners, featuring a fully integrated UCaaS and CCaaS platform.

Level365

Level365 provides cloud-based Unified Communications (UCaaS) and collaboration tools for mid-market businesses, delivering high-touch support and seamless integration.

Microsoft Teams

Microsoft Teams is a hub for teamwork in Microsoft 365, integrating chat, video meetings, and calling with seamless Office app collaboration for enterprises.

Powernet

Powernet provides comprehensive managed IT, voice, data, and security solutions for multi-site enterprises, offering a single point of accountability for complex tech.

SIPPIO

SIPPIO enables voice in Microsoft Teams and Zoom Phone, making it simple to add PSTN calling to your collaboration platform.

Vodafone

Vodafone US, Inc. offers a comprehensive suite of communication and technology solutions, including connectivity, unified communications, cloud, security, and Internet of Things (IoT) solutions, designed to empower businesses with a secure and reliable technology foundation.

Lifesize

Lifesize provides integrated 4K video conferencing and cloud contact center solutions for global enterprises seeking high-definition reliability and security.

UpCurve Cloud

UpCurve Cloud provides specialized cloud transformation, CRM integration, and managed services for mid-market and enterprise firms seeking to optimize Google Workspace and Salesforce ecosystems.

4Voice

4Voice provides innovative VoIP solutions for businesses, enhancing communication efficiency with custom telephony services.

BridgeConnex

BridgeConnex provides managed cloud communications, SD-WAN, and connectivity solutions for mid-market enterprises seeking high-touch technical support.

Continuant

Continuant provides global managed services and support for enterprise UC and AV systems, helping large organizations transition to the cloud at their own pace.

FourNet

FourNet provides secure cloud, contact center, and managed services to UK public sector and enterprise organizations, specializing in digital transformation.

InflowCX

InflowCX is a strategic consulting and managed services provider specializing in CCaaS, UCaaS, and AI solutions for mid-market and enterprise organizations.

Nextiva

Nextiva provides an AI-powered unified communication and customer experience platform, helping businesses streamline customer interactions across voice, SMS, video, and more.

Pure IP

Pure IP provides global cloud voice solutions for enterprises, offering seamless PSTN connectivity for Microsoft Teams, Zoom, and Cisco with a focus on reliability.

Ringover

Ringover is a cloud-based communication platform that provides a comprehensive suite of solutions for businesses, including unified communications, contact center software, and AI-powered conversation intelligence.

Solgari

Solgari provides a Microsoft-native cloud contact center and unified communications solution that integrates seamlessly with Teams and Dynamics 365.

Switch

Switch provides hyper-scale data center ecosystems for enterprise and government clients, offering industry-leading resiliency through patented Tier 5 technology.

Telefónica Global Solutions

Telefónica Global Solutions provides integrated global connectivity, cloud, and security services for multinational enterprises and wholesale carriers worldwide.

Warner Telecomm

Warner Telecomm provides strategic telecom consulting and expense management services for enterprises seeking to optimize global connectivity and cloud solutions.

AudioCodes

AudioCodes provides advanced communications software, products, and productivity solutions for the digital workplace, specializing in seamless cloud voice integration.

Blitzz Inc

Blitzz provides an app-free mobile video platform for remote support and inspections, helping field service and support teams resolve issues faster without downloads.

Front

Front is a customer operations platform that combines help desk efficiency with the personal touch of email to help service teams deliver exceptional support.

NTT Cloud Communications

NTT Cloud Communications provides global managed collaboration and communication services for large enterprises, specializing in Microsoft Teams and Zoom integration.

Qoolize

Qoolize is a global wholesale telecom provider offering premium A2P SMS, voice termination, and DID services to enterprises and carriers via a high-tier network.

1440

1440 provides an all-in-one productivity platform for businesses, enhancing team collaboration and communication.

Atlas

Atlas provides a cloud-based platform for businesses to streamline their operations and enhance collaboration through automation.

Cox

Cox offers cloud services and IT solutions for businesses, focusing on connectivity and communication.

NTT Data

NTT Data is a global IT services leader providing digital transformation, consulting, and managed services to enterprises seeking long-term innovation and scale.

TPx

TPx is a managed services provider that offers a comprehensive suite of solutions, including managed IT, cybersecurity, network aggregation, and unified communications, designed to empower businesses with a secure and reliable technology foundation.

Telefónica

Telefónica Global Solutions offers a comprehensive suite of communication and digital solutions for businesses, including connectivity, cloud, security, IoT, and workplace solutions.

Telesystem

Telesystem provides nationwide managed IT, cybersecurity, and communication solutions for multi-location enterprises seeking customized, high-reliability technology.

First Orion

First Orion is a leading provider of branded calling solutions that help businesses enhance their customer experience and protect their brand reputation.

3CLogic

3CLogic is an AWS-powered cloud contact center integrating with ServiceNow/Salesforce to modernize enterprise voice/SMS, streamlining global customer/employee interactions.

Numeracle

Numeracle provides identity management and call delivery solutions for enterprises, ensuring outbound calls are verified and labeled correctly to improve reach.

CCI Network Services

CCI Network Services provides managed network, cloud, and voice solutions for enterprises, specializing in custom-engineered global connectivity and SD-WAN.

Cloud Tech Guru

Cloud Tech Gurus is a sourcing and technology advisory firm that helps enterprises navigate complex IT procurement with a vendor-neutral, advocate-first approach.

Corporate IT Solutions, Inc. (CIS)

Corporate IT Solutions provides single-source enterprise IT network services, field dispatch, and managed infrastructure to empower internal IT teams.

Edify

Edify provides a unified cloud platform combining CCaaS, UCaaS, and CPaaS to help global enterprises deliver seamless customer and employee experiences.

NTT

NTT DATA's Cloud Communications Division delivers cloud-based communication and collaboration solutions that help businesses connect with their customers and employees. Their services include: <ul><li>Unified communications as a service (UCaaS)</li><li>Contact center as a service (CCaaS)</li><li>Cloud voice</li><li>Managed services</li></ul>

Source Inc

Source Inc provides mission-critical wireless connectivity solutions for enterprise and public safety, specializing in hardware, software, and managed services.

Speakap

Speakap provides a white-labeled frontline employee super-app for global enterprises to reach, train, and engage deskless workers through a mobile-first platform.

Comcast Business

Comcast Business provides scalable high-speed internet, networking, and cybersecurity solutions for organizations of all sizes via its expansive fiber-rich network.

8x8

8x8 empowers businesses with a secure, scalable cloud platform that unifies voice, video, chat, and contact center solutions to enhance collaboration and drive customer satisfaction

Avaya

Avaya is a leading provider of business communications solutions, offering unified communications, contact center, and cloud solutions.

Cisco

Cisco enables secure, intelligent networks that connect people, data, and things. We empower businesses globally with solutions for networking, security, and collaboration.

Ooma

Ooma offers a comprehensive suite of cloud-based communication solutions for businesses of all sizes, including unified communications, phone systems, SIP trunking, and POTS replacement.

Windstream

Windstream Enterprise is a managed network communications provider offering solutions for multi-location businesses across various industries.

Need help evaluating Unified Communications (UCaaS) solutions?

Independent. Vendor-funded. Expert-backed.

Our advisory team has deep expertise in Unified Communications (UCaaS). We'll help you find the right vendor, negotiate better terms, and ensure a successful implementation.

Get Our Recommendation