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What is UCaaS?


Unified Communication as a Service (“UCaaS”) is an IT service in which all the communications and collaboration tools that employee in a company use – including voice & telephony, audio & video conferencing, email, voicemail and instant messaging – are outsource to a third party and provided on an integrated platform via the cloud.

Traditional communication model – a spider’s web

  • Multiple platforms
  • Many providers
  • High initial capital outlay and costly maintenance
  • A big mess

UCaaS – elegant & unified

  • Unified platform
  • Single provider
  • Cost efficient
  • Fully integrated


UCAAS services

  • Voice, video, data & Internet
  • Voicemail, email & instant messaging
  • Audio, web & video conferencing
  • Presence – users can see who is available or not at any time
  • Collaboration and application sharing
  • Common user experience across desktop, phone & mobile devices
  • Provided via cloud – accessible whenever internet is present

Benefits to customers

  • Enhanced productivity – employees can collaborate easily via voice, message or conferencing regardless of location
  • Flexible and scalable – pay as you go model with pick & choose menu service offering
  • Increased reliability – software is updated automatically, security is continuously monitored
  • Reduced operating expenses – eliminates long-distance charges and reduces the need for expensive business travel
  • Reduced capital expenses – eliminates the need to maintain costly in-house communications systems

Examples of specific features

  • Free calls between all units e.g., mobile to fixed line, mobile to mobile, fixed to fixed or any combination
  • Elimination of long-distance charges
  • Availability of one number regardless of location – A short number for company mobile for ease of dialling
  • Call forwarding and “find me, follow me” groups
  • On-phone directory look at personal, client, and company contacts, plus missed, received, and placed call history

Business model

  • Pay as you go model
  • Customers pay monthly fee based on service bundle selected and number of users
  • Provider maintains hardware – including storage and software offsite
  • Products and services are distributed via the internet or a fixed or mobile phone line
  • Customers range from Fortune 500 companies and government entities to small businesses and non-profits
Source: Internal analysis