The Top UCAAS Providers Guide: Which Should You Choose?

In today’s fast-paced world, subscribing to Unified Communications as a Service, or UCaaS, is more than a trend–it’s a strategic necessity. With so many UCaaS providers on the market, it can be difficult to determine which one is right for your business. The right unified communications provider will help you enhance collaboration, streamline workflows, and empower your remote workforce. 

Luckily, whether you’re a small business or an enterprise, there’s a UCaaS solution for you. In this post, we’ll explain what exactly unified communications is as well as compare some of the top UCaaS providers on the market today. 

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What Is Unified Communications?

Unified communications, or UC, is the integration of various communications tools into a single, cohesive system. So rather than having one provider for your voice calls, another for video conferences, and a third for messaging, you get all those services from a single provider. Plus, you can access them all on the same platform. This makes it so you don’t have to switch between applications, allowing you to work more efficiently. 

Not all UCaaS providers offer all of the same communication channels, so you’ll want to look for one that has the right tools for your business. Some lean more heavily on voice and video features, while others offer robust collaboration tools and minimal call features. However, here are some of the main components of many UCaaS providers: 

• Voice communication: Unified communications platforms use VoIP technology to make and receive calls over the internet. This lets you drop your traditional phone line for voice calling that comes with more advanced features, like call management, auto attendant, and more. 
• Video communication: Video calls have become integral to modern day businesses. Most unified communications providers offer video calls that allow you to communicate with clients and coworkers over the internet. 
• Instant messaging: UC platforms often incorporate instant messaging for real-time text-based communication, whether you’re helping customers or collaborating with coworkers. 
• Conferencing: Another important communication channel for businesses is conferencing. Many UC systems provide audio and video conferencing capabilities that let multiple users participate in virtual meetings or discussions.
• Collaboration tools: Another essential component of some UC systems is a suite of collaboration tools, like document sharing and file collaboration. 
• Email integration: Some UCaaS providers integrate email services so that you can manage your emails in the same platform as your other communication tools. 
• Mobile integration: Many unified communications providers offer softphone applications that allow you to access their services on a cell phone or tablet. This enables working on the go and remote work. 
• Unified messaging: Some UC platforms bring together various messaging services, like voicemail, email, and fixes, into a single inbox for more efficient management.  

Unified Communications as a Service (UCaaS) is a cloud-based subscription model that delivers unified communication capabilities as a service. Rather than requiring a large capital expenditure to purchase and implement the software and hardware, UCaaS services charge a monthly fee. The UCaaS provider handles maintenance on servers and other network features, and you access the suite of tools through a website or application. This makes UCaaS systems cost-effective as well as extremely scalable. 

Things to Look for In UCaaS Providers

There are a lot of unified communications providers on the market today, but each offers a unique mix of features. When looking for a UCaaS provider, it’s important to consider what need and what each provider offers. 

Here are some key aspects to look for in a UCaaS provider:

• Features: Assess the range of communication and collaboration tools offered. Do they have the specific channels and features that your business needs? 
• Scalability: One of the huge benefits of UCaaS is how much more scalable it is than traditional, on-premise systems. Still, not all providers offer the same scalability. Evaluate how well the provider can scale services as your business grows. Can the UCaaS provider accommodate changes in user numbers, additional features, and increased data usage? 
• Reliability: Another important aspect to consider is the reliability of the UC platform you opt for. Even if the provider you choose has the exact features you need, it may not be right for you if it’s unreliable. Check out the providers track record for uptime and reliability. What kinds of redundancy measures do they use to ensure reliability? Additionally, you’ll want to look for service level agreements (SLAs) that guarantee a certain level of availability and performance. 
• Integration capabilities: With so much work being done on computers, software integrations have become increasingly popular for UCaaS providers. Look for a provider that integrates with CRM or productivity software that you rely on. This helps your employees work more efficiently since they don’t have to toggle between screens to access the features they need.
• Security and compliance: Data breaches are an unfortunate reality that businesses have to deal with today. Look for providers that offer security features like encryption, access controls, secure data transmission, and two-factor authentication. Depending on the industry you’re in, you’ll also want to ensure that your provider complies with industry regulations and standards, such as HIPAA for healthcare or GDPR for data protection. 
• User experience: A good system with a bad user interface is frustrating, to say the least. Consider how intuitive the interface is as well as the overall user experience. A user-friendly platform can contribute to high adoption rates and improved productivity. 
• Support: Technical problems happen to everyone, and access to support is essential. Evaluate the level of customer support provided by the UCaaS provider, including available support channels and response times. Do they offer training resources so that your team can effectively use the platform?  
• Cost: Make sure you understand the pricing model of the unified communications provider. For example, you may have upfront costs, monthly subscription fees, and additional charges for add-on features. Some UCaaS providers have a low monthly subscription fee but charge by the minute for voice calls. Make sure you understand all the costs associated so you don’t find yourself faced with surprise fees. 
• Disaster recovery: Sometimes, disasters happen, and data is lost. What strategies does the provider offer for business continuity and disaster recovery that ensure that your services remain available?  
• Innovation: Some providers are constantly updating the platform with new, innovative tech and features, while others don’t prioritize innovation. If cutting-edge tech is important to you, look for a provider that continually updates and enhances their platform. 

 

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When You Need a UCaaS Provider

UCaaS systems have revolutionized the way people do business. A UCaaS system may not be for everyone, but here are some signs that you need a UCaaS provider: 

• Disparate communication tools: If your business is using a variety of disconnected communication tools, you’re probably frustrated with how inefficient it is to manage communication. A good UCaaS provider will help you consolidate these tools and channels into one place for a more efficient workflow. 
• Limited scalability: Does your current communication system struggle to scale with your organization’s growth? Most UCaaS systems are highly scalable, allowing you to easily add or subtract lines and features as your needs change. 
• Remote work: Whether your employees are hybrid or fully remote, you need the right communication infrastructure to support stay-at-home workers. A united communications provider can offer you solutions designed to support flexible and remote work environments. 
• High maintenance costs: If you’ve got an on-premise communication system, you might find yourself with high maintenance costs. With a cloud-based UCaaS system, the provider handles all maintenance, saving you time and money.
• Multiple locations: If your organization has a global presence or multiple office locations, UCaaS can improve communication between your various teams even though they’re in different geographic regions. 
• Outdated technology: Is your communication tech outdated? Upgrading to a UCaaS system will modernize your communication, giving you access to video conferencing, instant messaging, and collaboration tools to bring your organization up to speed. 
• Integration challenges: If your existing communication tools don’t integrate well with your other business apps, a UCaaS platform can offer better integration for improved workflow and productivity. 
• Downtime: Is your current system experiencing frequent downtime or disruptions? A UCaaS provider with a robust infrastructure and redundancy measures will be more reliable. 
• Need for mobility: If your employees need to be able to communicate and collaborate from anywhere, UCaaS systems often provide mobile apps that support working on the go. 
• Regulatory compliance: If you’re in a regulated industry and your current system doesn’t meet compliance standards, switching to a secure UCaaS system with compliance features can be essential. 
• Multiple communication channels: Looking to adopt new communication channels? A UCaaS provider can offer a comprehensive solution that supports voice, video, messaging, and more!
• Collaboration needs: If your organization utilizes teamwork and collaboration, a united communications provider can provide you with essential tools–such as file sharing and video conferencing–to make collaborating simple. 

 

When You Shouldn’t Have a UCaaS Provider

There are tons of benefits to UCaaS service, but not everyone needs all the features a UCaaS provider offers. Before choosing a provider, it’s always a good idea to evaluate your needs, budget, regulatory considerations, and existing infrastructure. Here are some signs a UCaaS solution may not be what your business needs right now: 

• Small business: If you’re a small business with a limited number of employees and simple communication needs, a basic phone system and email may be all that you need. There’s no need to pay more for features you’re not going to use. 
• Limited budget: Does your organization have a limited budget? You may want to look for a more basic system to handle your communication until financial conditions improve. 
• Regulated industry: In highly regulated industries like healthcare and finance, you have to meet strict regulatory requirements. If you have reservations about the security of a cloud-based solution, you may prefer to pay extra for an on-premise solution that gives you total control of data security and compliance. 
• Legacy infrastructure: UCaaS systems can typically work with legacy infrastructure, but if you’ve recently invested in your traditional PBX hardware, you may want to get your money’s worth before converting to UCaaS. 
• Short-term needs: For short-term projects, your organization may be better off with a more basic communication solution without the need for a comprehensive UCaaS platform. 

 

Top UCaaS Providers

Nextiva

Nextiva is our top UCaaS provider on the list, and for good reason. If you’re looking for a UCaaS provider that does just about everything, Nextiva could be the right solution for you. Nextiva offers a wide range of communication and collaboration tools, including VoIP, video conferencing, team collaboration and more. The platform is known for its user-friendly interface, which makes it easy for employees to navigate and more likely to adopt. Nextiva’s mobile app lets users access features from any internet-connected device, giving mobility and flexibility for your workforce. Plus, Nextiva has a high uptime of 99.999% and some of the industry’s best customer service.  

While we love Nextiva, it does have a few drawbacks. Some users have noted limited customization capabilities, especially with Nextiva’s more advanced features. While Nextiva’s standard features are easy to learn, there is a learning curve for some of their more advanced features. If you’re considering Nextiva, there’s a lot to love, even with its drawbacks. 

Nextiva

RingCentral

Another top UCaaS provider, RingCentral offers a comprehensive unified communications platform with voice, video, messaging, and collaboration features. RingCentral is highly scalable, making it easy to scale up or down as your business changes. With a user-friendly interface and integrations with over 200 popular business apps, RingCentral also has a robust set of collaboration features and advanced call management tools. 

Compared to some UCaaS providers, RingCentral is on the more expensive side. Plus, some customers have reported low satisfaction with RingCentral’s customer support responsiveness. Still, RingCentral is a giant among UCaaS providers, and many customers are happy with their service. 

Nextiva vs RingCentral

Vonage

One of the most popular UCaaS providers, Vonage offers a range of services, including VoIP solutions for businesses. Unified communications features are there, on the more basic side, but customer service is very responsive and available over various channels. 

If you want to try before you buy, Vonage does not offer a free trial. Plus, it has limited collaboration tools and extra costs for video calls, conferencing, and messaging. Still, it can be a great basic solution for companies that need more voice capability than anything else. 

Vonage

8×8

Recognized for its flexibility and scalability, 8×8 is another top unified communications provider that offers voice, video, chat, and contact center solutions. Its comprehensive suite of communication and collaboration tools comes together in a user-friendly interface that integrates with a number of top business apps. With a global presence, responsive customer support, and contact center capabilities, 8×8 is a popular choice for unified communications. 

However, if you’re looking for a modern platform, 8×8 may be a little outdated compared to other UCaaS providers. Plus, customization is limited and there can be a learning curve for advanced features. 

8×8 vs RingCentral

Avaya

Avaya provides communication and collaboration solutions, including voice, video, messaging, and contact center services. It caters to both small businesses and large enterprises and offers advanced call features like auto-attendant and call forwarding. With customer support on various communication channels and a strong global presence, it’s another top UCaaS provider. 

However, it’s not a perfect platform. Some customers find the pricing structure to be complex and the customization features limited. Plus, some support services cost extra, hardware needs are high, and the refresh rate of videos can be slow. 

Fuze

Fuze is a global UCaaS provider that offers a unified platform for voice, video, messaging, and collaboration, with a focus on providing a seamless user experience. With tons of communication features and channels integrated into one platform, it’s another contender for top unified communications provider. Fuze has a strong global presence perfect for companies collaborating abroad. Plus, its collaboration features–like team messaging and file sharing–improve workplace efficiency. 

While it’s a great platform, Fuze does have some cons. Calling is not unlimited, which means if you talk a lot, you’ll be paying for it. Many find the pricing structure to be complex, and customer support is less responsive than other UCaaS providers. 

GoToConnect

Formerly known as Jive Communications, GoToConnect is a cloud-based UCaaS solution with features like voice, video conferencing, and messaging. GoToConnect is a popular UCaaS provider, known for its ease of use and scalability. Plus, customers are highly satisfied with its standard call management features and reliability. 

Unfortunately, GoToConnect does not offer 24/7 customer support. Compared to some other UCaaS providers, it offers fewer features. And finally, the long onboarding process can be frustrating, as is the lack of call blocking. 

Zoom

While initially known for its video conferencing capabilities, Zoom has expanded its services to include a unified communications platform with a broad range of features. Zoom’s user-friendly interface and high-quality video and audio are one of the reasons it has become a top UCaaS provider today. Some of the advantages of Zoom include versatility, cross-platform compatibility, recording and transcription services, and collaboration tools like screen-sharing and breakout rooms. 

While Zoom has had some security and privacy issues in the past, the platform has taken steps to better protect user data. Some other disadvantages include meeting time limits for free users, high bandwidth requirements, and less robust telephony features compared to other providers. 

Zoom PBX & Phone Systems

Dialpad

Offering a unified communication solution, Dialpad integrates voice, video, messaging and collaboration into a seamless platform that allows users to connect and work from anywhere. Dialpad’s intuitive user interface is easy to use, and the platform can scale up as your needs change. DialPad comes with a rich assortment of collaboration tools, AI-powered features, and analytics. Plus, they offer contact center functionality. 

Unfortunately, Dialpad’s customer support is limited. If you need help after hours or on the weekend, you’re out of luck. Plus, toll-free numbers cost extra and meetings are limited to ten or fewer people. 

Microsoft Teams

Microsoft Teams is a collaboration platform that integrates with Microsoft 365. It offers a unified communications platform with chat, video conferencing, file sharing, and real-time collaboration. Microsoft Teams integrates with a number of third-party apps and offers robust security features. 

However, there’s a reason many UCaaS solutions integrate with Microsoft Teams. Microsoft Teams offers weak telephony features, so if voice calls are a main need for your business, it won’t necessarily be the right UCaaS provider. Additionally, Teams is resource-intensive, requiring newer systems to perform at its best. 

The Microsoft Teams vs Zoom Guide

Cisco Webex

Webex started out as a video platform which was then bought by Cisco. Today, it’s a unified communications provider that offers video, conferencing, messaging, and file sharing. Cisco Webex is known for high-quality video and audio, a comprehensive set of collaboration features, and seamless integration with Cisco hardware. Plus, Cisco puts a strong emphasis on security, with end-to-end encryption and compliance with industry standards. It supports multiple platforms, including Widows, macOS, Linux, iOS, Android, and web browsers, ensuring accessibility for users across different devices.

Webex tends to be on the higher side of pricing when compared with other UCaaS providers. It’s pretty resource-intensive, and users on older devices may notice performance issues, especially during video conferences. Finally, if you need voice calling, you’ll find that comes at an added cost. 

Top Unified Communications Platforms for You

If you’re wondering about the best UCaaS provider, the answer will depend on what your business needs. Luckily, there are many providers to choose from. If you want help finding a UCaaS provider that has all the features you need, OneStop Communications is here to save the day. We’ll provide you with quotes from various top providers, like Nextiva and Vonage, and help you find the pricing and plan that works for you. 

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