Welcome to the Cloud Re-Evolution
Is it finally time to discover the benefits of a new cloud voice system?
We (of course) think so. Your on-premises or traditional phone system just doesn’t cut it in today’s dispersed, highly connected world. It’s expensive to maintain, lacks crucial features, and experiences service outages. Plus, your staff and customers are simply demanding more.
You may still think that the daily annoyances of your on-premises or traditional phone system are worth the price of control and security.
Unified Communications as a Service (UCaaS) eliminates the limitations of aging and on-prem phone systems. It does so with a solution that’s feature-rich, secure, and built for today.
We’d like to present this comprehensive view of how UCaaS works, focusing on:
- UCaaS experience for the typical user
- UCaaS experience for the network manager (hint: massive savings!)
- What is UCaaS?
- UCaaS vs. traditional phone systems
- UCaaS benefits
- UCaaS features
- UCaaS security
- UCaaS partners
Let’s dig in:
UCaaS – What it Means to the User
Imagine a platform where all your communication tools are seamlessly integrated across all communication channels. That’s UCaaS in a nutshell. For users, it means that phone calls, video conferencing, instant messaging, and collaboration tools are all accessible from one intuitive interface. No more juggling multiple apps or devices—everything you need is just a click away.
This simplicity translates to enhanced productivity.
According to Forrester Research, your organization with a collaboration platform can experience a 10% increase in productivity over your company without one. That’s four hours of increased productivity per person every week.
How is this possible? Because when you can easily switch between communication modes, you spend less time on logistics and more time on actual communication. It’s not just about connecting; it’s about connecting seamlessly.
Furthermore, UCaaS platforms offer flexibility. Whether you’re in the office, at home, or on the go, you can access the same features with the same level of efficiency. This adaptability is crucial for modern businesses, especially those with remote or hybrid workers.
UCaaS – What it Means to the Network Manager – Time!
For network managers, UCaaS represents a paradigm shift in managing communication systems. Unlike traditional on-premises setups that require significant maintenance, UCaaS offers a cloud-based solution that is easier to manage and scale. With UCaaS, network managers no longer have to worry about hardware failures or tedious updates.
And as we know, time is money.
According to RingCentral’s TCO tool for UCaaS solutions, a typical 1,000-employee company can save over $8.3M in the first year alone, and nearly $25M over the course of three years when unifying their communications. RingCentral calculates this based on three factors: overall lower cost, productivity increases, and new business enabled through unified communications.
Companies who have deployed UCaaS can experience a reduction in IT maintenance costs. This is because UCaaS providers handle everything from servers to software updates. Network managers can focus on strategic IT initiatives instead of focusing on routine maintenance tasks.
In addition, UCaaS platforms often come with advanced analytics tools. These tools provide insights into usage patterns, helping network managers optimize resources and improve service delivery. It’s about getting more value from your data and making informed decisions.
From a Technical Perspective – What is UCaaS?
Technically speaking, a UCaaS platform offers a cloud communications solution that delivers unified communications services over the Internet. It includes various communication and collaboration applications hosted by third-party providers. This architecture eliminates the need for complex infrastructure and allows for easy integration with existing systems.
Unified communications platforms operate on a subscription model, offering scalability and flexibility. Businesses can start small and expand their services as needed. This scalability is particularly beneficial for smaller organizations looking to grow without the burden of extensive capital investment.
A key feature of this solution is its API-driven architecture. This enables easy integration with other cloud services and platforms. This means companies can customize their UCaaS solutions to meet specific needs, ensuring they have the right tools to support their unique workflows.
UCaaS vs. Traditional Phone Systems
Differences in Company Experience
Let’s compare UCaaS with traditional on-premises phone systems, often known as PBX systems. Traditional systems are hardware-dependent, requiring significant upfront investment and ongoing, complicated maintenance. In contrast, UCaaS leverages cloud communications systems, eliminating the need for physical infrastructure.
One major difference is flexibility. With traditional systems, scaling up requires additional hardware purchases and installations. UCaaS, however, allows businesses to scale with just a few clicks. This flexibility is a game-changer for companies with fluctuating communication needs.
Additionally, UCaaS offers enhanced mobility. 97% of organizations surveyed by Masergy reveal that remote work has increased interest in UCaaS. This makes sense.
Traditional systems tie employees to their desks. Unified communications as a service enables real time communications from anywhere, on any device. This capability is essential in today’s mobile-first world, where work is no longer confined to a single location.
Cost-Effectiveness
Financially, UCaaS presents a more attractive option. Companies that switch to UCaaS see an average 50% reduction in total communication costs. This reduction stems from lower hardware expenses, reduced maintenance, and the elimination of PSTN lines.
Furthermore, UCaaS’s subscription model provides predictability in budgeting, as costs are tied to the number of users and services utilized. Companies can avoid unexpected expenses and allocate resources more effectively.
The Benefits of UCaaS
Enhancing the user experience in the office
A UCaaS platform empowers users with a unified communications interface that simplifies communication. The seamless integration of phone calls, video conferencing, and messaging enhances user experience by reducing the need to switch between platforms. This integration leads to improved collaboration and faster decision-making.
Teamwork is everything. According to research compiled by Zippia in 2023:
- 50% of workers in the US say their jobs are reliant on collaboration
- 75% of employees rate teamwork and team collaboration as being very important
- 86% of business leaders blame lack of collaboration as a reason for workplace failures
- Companies that promote collaboration reduce employee turnover rates by 50%
- Employees are 17% more satisfied with their job when they can collaborate
Further, a survey by TechRepublic found that fully 84% of organizations say unified communications drives business growth.
The convenience of having all communication tools in one place allows employees to focus on their work rather than overcoming annoying technical hurdles.
Enhancing the user experience on the go
According to Statista, the number of smartphone users will exceed 7.7 billion by 2028. That’s a billion more than in 2022. Smartphone usership is most concentrated in China, India, and the United States. That’s a lot of people to keep happy!
Mobile and smartphone use has contributed to UCaaS growth because these platforms incorporate short message service (SMS). This accommodates the mobile requirements of today’s users and customers. This particular feature of UCaaS allows employees to work smarter and more efficiently while saving money, and enables team members to communicate on the go. This enables broader reach and seamless continuity of their communications.
Streamlining IT operations
From the perspective of IT teams, UCaaS alleviates the burden of managing complex systems. The cloud-based nature of unified communications as a service means that the provider handles updates, security patches, and maintenance. This hands-off approach allows IT professionals to concentrate on strategic initiatives.
Imagine 20% fewer technology provisions, 90% fewer IT hours spent on system management, 66% reduction in IT hours spent fixing downtime events (according to RingCentral). The more downtime a business experiences, the more time and money IT teams spend to troubleshoot those issues. But with UCaaS providers typically clocking in uptimes of over 99.99%, downtime events are rare.
These improvements translate to increased productivity and minimized disruption to business operations.
Company-wide advantages
On a company-wide level, UCaaS fosters collaboration and innovation. By providing employees with reliable communication tools, companies can enhance teamwork and speed up project timelines. This collaboration is especially valuable for geographically dispersed teams.
UCaaS platforms also support remote work initiatives. With the ability to access the platform from anywhere, employees can maintain productivity regardless of their location. This flexibility is crucial in a world where remote work is becoming the norm.
Exploring UCaaS Features
Integrated Communication Tools
UCaaS platforms offer a comprehensive suite of communication tools, including voice, video, chat, and file sharing. This integration eliminates the need for multiple applications, streamlining workflows and reducing complexity.
For example, companies can conduct video meetings, share screens, and collaborate on documents—all within the platform. This convenience fosters real-time collaboration and improves the quality of communication. Here’s a sample of the communication features UCaaS offers, all in a single platform:
- Video meetings with screen share
- Voice calls with screen share
- Desktop or application sharing
- Instant or scheduled meetings
- Call-out capability from meetings
- Cloud recordings
- Movement from desktop to mobile device
- Meeting history
- Team messaging (with external application integrations)
- Document sharing (with external application integrations)
- File sharing
- Chat and messaging, within a video call or outside the call
- Calendars and events integrated with the company directory
- In-app document previews
- Unlimited storage for files, messaging, and recordings
- Dynamic end to end encryption
Advanced Analytics and Reporting
Another standout feature of UCaaS is its analytics capabilities. Platforms provide detailed insights into communication patterns, helping companies optimize resource allocation and improve service delivery.
Analytics also play a role in enhancing customer experience. By analyzing call data, businesses can identify trends and make data-driven decisions to improve customer interactions. This insight is invaluable for maintaining a competitive edge. Here’s a small sample of the reporting features offered:
- On-demand and automatic call recordings
- Call history data
- Live reports
- Performance analytics and reports
- Adoption and usage analytics and reports
- Business analytics (with up to three years of data retention)
- QoS reports
- Device analytics and alerts
Customization and Integration
UCaaS platforms are highly customizable, allowing businesses to tailor the solution to their specific needs. Through APIs and integrations, companies can connect the solution with other cloud communications services, CRM systems, and applications, bringing people outside of your organization – such as vendors or partners – into the fold of communications.
This flexibility ensures that the solution aligns with existing workflows and processes. Whether it’s integrating with a project management tool or syncing with a customer database, UCaaS adapts to fit the unique requirements of each organization.
Security in Cloud Communications
Addressing Security Concerns
You may be thinking that cloud communication systems are less secure than on-premises solutions. In fact, UCaaS providers invest heavily in security measures to protect data and communications. These measures often exceed what companies can achieve with traditional systems.
Here’s a detailed overview of the types of security measures employed:
Encryption: UCaaS platforms use advanced encryption standards to protect data both in transit and at rest. Unified communications platforms use encryption protocols like TLS (Transport Layer Security) and SRTP (Secure Real-Time Transport Protocol) to secure data exchanges.
Authentication: Multi-factor authentication (MFA) adds an extra layer of security by requiring users to verify their identity through multiple methods, such as a password and a one-time code sent to their mobile device.
Access controls: UCaaS platforms implement strict access controls to manage user permissions and ensure that only authorized personnel have access to specific functionalities and data. Role-based access control (RBAC) is a common approach that restricts access based on the user’s role within the organization.
Network security: To protect against external threats, UCaaS providers employ network security measures such as firewalls, intrusion detection and prevention systems (IDPS), virtual private network (VPN) capabilities, and DDoS protection. These measures help in monitoring and controlling incoming and outgoing network traffic to prevent unauthorized access and cyber attacks.
Compliance with regulations: Many UCaaS platforms comply with industry regulations and standards such as GDPR, HIPAA, and PCI-DSS, which dictate how sensitive information should be handled and protected. You can easily check that box with the right UCaaS platform.
Data backup and recovery: In case of data loss due to hardware failure, cyber attacks, or natural disasters, backup and recovery measures help restore data with minimal downtime.
Secured API integrations: UCaaS solutions often integrate with other business applications and services through APIs. Platforms secure this vulnerability with strict API management.
Data remains confidential, integral, and available whenever needed.
The Power of Partnerships
Elevating UCaaS with Networking Partners
While UCaaS offers powerful capabilities on its own, partnering with a global fiber-optic networking provider takes it to the next level. UCaaS is not only voice over IP, it’s your entire communications suite over IP. When fiber optic network providers with a global IP network partner with the UCaaS platform provider, the partnership ensures that data transmission is seamless, reliable, and optimized for performance.
Networking partners like Zayo enhance UCaaS by providing low-latency connections and redundant pathways. This infrastructure minimizes downtime and ensures uninterrupted communication, even during high-traffic periods.
Combining Software and Connectivity
UCaaS is more than just software; it’s a comprehensive communication solution. When combined with a robust networking infrastructure, UCaaS becomes a powerful tool for enhancing collaboration and productivity.
By choosing a UCaaS provider that owns and operates its own global fiber optic network you can enjoy the best of both worlds—cutting-edge software and top-tier connectivity. This synergy ensures that communication remains smooth and efficient, regardless of who you need to communicate with, or the rate of your growth.
Transforming Business Communication
UCaaS represents a fundamental shift in how businesses approach communication. By integrating various tools into a single platform, UCaaS streamlines workflows, enhances collaboration, and reduces costs. The benefits extend across user experience, IT operations, and company-wide performance.
If you’re trying to stay competitive at the pace of business today, UCaaS offers a strategic advantage. Its ability to adapt to changing needs, coupled with advanced features and robust security, makes it an ideal choice for modern businesses. And it will save you money along the way.
Zayo: Your Perfect UCaaS Partner
Zayo has partnered with RingCentral, a leading global provider of AI communications for businesses across industries, to offer Zayo UC+, a comprehensive cloud-based UCaaS solution that includes voice, video, chat, fax, contact center, and more (or less, depending on what you need). Your chosen features become your UCaaS solution, which operates in a single, easy-to-manage platform to boost workforce productivity and elevate customer experiences.
With Zayo by your side:
- You uncomplicate collaboration and boost productivity
With SMS, fax, contact center, and more in a single, seamless platform, you keep your business connected and simplify management.
- You save time and money
Your IT team will spend less time managing multiple communication platforms, troubleshooting issues, or adding new locations.
- You collaborate intuitively
Employees, partners, and customers can collaborate and communicate seamlessly, regardless of location, boosting productivity and improving interactions.
- You stay ahead of your growth
Zayo’s flexible, scalable solution adapts to your evolving business requirements, ensuring your communication infrastructure grows with you.
- Most importantly, you delight your customers
Our Contact Center as a Service (CCaaS) delivers exceptional customer service and boosts agent productivity. It’s powered by AI-driven technology, and unifies voice, digital channels, and self-service AI into a seamless, omnichannel experience.