UCaaS is changing so make sure you benefit

Unified communications has experienced massive growth over the last few years but with that have come growing pains. Uptake of solutions from the large US-headquartered providers has taken UC into the mainstream but could result in loss of control, limited choice and stifling of innovation as regional experts and specialised resellers are displaced by a smaller number of providers offering homogenised, global products. On the flipside of that argument, it’s the large players that have democratised access to UC and levelled the playing field for large and small enterprises.

The challenge now is to take the best of both worlds. To gain the benefits, capabilities and efficiencies the large players offer at the same time as deriving value from the personalised touch, the sector-specific knowledge and the local footprint of smaller UC providers and resellers.

A healthy market is a diverse market

Having a diverse ecosystem of service providers is a symptom of a healthy market because diversity breeds innovation, bringing with it greater product choice for end-users and providing more opportunities for the channel to differentiate itself. It is important that UC comes in many flavours and can be tailored to fit the needs of specific customers. If not, customers will feel they are being force-fitted to an inflexible, global offering that doesn’t take true account of their needs. Similarly, if resellers don’t have scope to tailor services, they will be limited to participating in a race to the bottom on price.

In Europe, for Europe

Another important aspect to consider is the specific requirements that are placed on UCaaS solutions within Europe. These can differ widely from those in the US and UC solutions need to reflect this. A prime example is where data is stored. European enterprises need to be assured that their data will always stay in Europe and for some nations it must stay in their country.

In addition, the big US UCaaS providers are typically selling products based on US requirements to a global market. Their solutions take less account of regional preferences and they seldom offer in-country offices and support. It’s therefore important to carefully assess what attributes a UCaaS provider has in your region.

Enreach welcomes a competitive UCaaS market that creates a perfect environment for innovation and sees the value of large scale UCaaS providers working alongside a vibrant, engaged and innovative reseller channel. The company now has in excess of 2.3 million users and has 24 offices and 1,100 employees across Europe. It has put forward a checklist of six questions that it believes partners and customers should be asking their UC vendors to ensure that UCaaS changes result in clear benefits:

1. Differentiation – for customers, how close a fit is this product to my needs? Can it be adapted if necessary? For partners, how much can I customise this solution to create competitive and attractive services and packages?
2. Innovation – can I be sure of the future investment in and development of this UC platform? Will I be able to take advantage of some of the new concepts and features to benefit my business? Can I see the roadmap?
3. Mobile – how well-optimised is the technology to support a seamless user experience regardless of location and device?
4. Control – for partners, can I retain control of the customer relationship and contract, and do I control my own pricing? 
5. Europe – is this vendor committed to Europe? Does it have offices or representatives in most of the main countries and understand my local market well? Does it store my data in Europe, and can I be sure it will always stay within the region?
6. Support – is there a local support team that can respond quickly in my timezone and my language? Am I going to be treated as a VIP?

_{This article was published on UC Today on 17 February 2022.}

FAQ

What is UCaaS (Unified Communications as a Service)?

UCaaS, or Unified Communications as a Service, is a cloud-based model where communication services, including voice, video conferencing, messaging, and collaboration applications, are outsourced to a third-party provider over an IP network.

How does UCaaS contribute to communication in businesses?

UCaaS offers a comprehensive communication solution for businesses. It facilitates real-time communication across various platforms and devices, enhancing collaboration and productivity within an organization. UCaaS also allows businesses to save on costs as they no longer have to purchase and maintain their own communication infrastructure.

How has UCaaS changed the traditional communication model?

UCaaS has revolutionized the traditional communication model by shifting physical communication systems to a cloud-based platform. This transition provides flexibility, scalability, and cost-effectiveness, enabling businesses to adapt to evolving communication needs rapidly.

What benefits can a business derive from UCaaS?

UCaaS offers numerous benefits including improved team collaboration, reduced communication costs, increased mobility, superior customer service, and the ability to integrate with other business applications. Additionally, UCaaS provides enhanced security and compliance features to help businesses protect their data.

How can Enreach help businesses make the transition to UCaaS?

Enreach offers a variety of UCaaS solutions that can be tailored to meet each organization’s specific needs. The team has extensive experience and expertise in providing reliable unified communications solutions that will help businesses make the most of their investments in communication technology. Enreach’s UCaaS platform offers a range of features, including advanced security and compliance to ensure secure communications and improved productivity. Furthermore, Enreach provides ongoing customer support to assist with implementation and maintenance.

What role does Enreach play in UCaaS?

Enreach is a leading provider of UCaaS solutions. They offer comprehensive communication and collaboration tools that enable businesses to optimize their operations and enhance productivity. Enreach's UCaaS solutions are designed to meet the unique needs of every business, regardless of size or industry. Enreach's UCaaS products are backed by the team’s expertise and 24/7 customer support to help businesses make the most of their investments in communication technology.

Don't miss out on all the advantages UCaaS has to offer – contact Enreach today and get started with a tailored solution that is sure to improve your business communications!

What does deployment of a UCaaS solution entail?

Deployment of a UCaaS solution involves setting up the unified communication and collaboration tools over the cloud. This includes configuring the VoIP, video conferencing, instant messaging, and other communication applications according to the specific business needs.

Is a UCaaS solution scalable?

Yes, UCaaS solutions are highly scalable. This means that as your business grows, your communication system can easily be expanded to accommodate more users and features. UCaaS also offers the flexibility to scale down during quieter periods.

How can UCaaS support a contact center?

UCaaS can greatly enhance contact center operations by providing advanced features such as call recording, automated attendant, inbound and outbound call routing, and integration with CRM systems like Salesforce. UCaaS also supports multi-channel customer interactions, including voice, email, and chat.

How does VoIP fit into UCaaS?

VoIP, or Voice Over Internet Protocol, is a key component of UCaaS. It enables voice communication via the internet, reducing costs and improving call quality. VoIP also integrates with other communication tools in a UCaaS solution, providing a seamless communication experience.

How does SIP trunking benefit my business phone system?

SIP (Session Initiation Protocol) trunking is a method of sending voice and other unified communications services over the internet. It simplifies the management of your communication system, reduces costs, and improves scalability. SIP trunking integrates seamlessly with UCaaS, enabling you to handle all types of communication over a single platform.

How does a UCaaS solution ensure efficient call routing?

UCaaS solutions provide advanced call routing features. They can automatically direct incoming calls to the right department or individual based on pre-set rules. This ensures that every call is handled efficiently, improving customer service.

Can UCaaS provide call recording features?

Yes, UCaaS solutions often include call recording features. This can be useful for training purposes, dispute resolution, and compliance with certain industry regulations.

How does UCaaS integrate with other business applications?

UCaaS solutions can integrate with a wide range of business applications, including CRM systems like Salesforce, email platforms, and productivity tools. This allows for a more streamlined workflow, as employees can access all their communication and collaboration tools from a single platform.

What is the role of a service provider in UCaaS deployment?

A service provider, such as Enreach or RingCentral, plays a crucial role in UCaaS deployment. They offer the UCaaS solution, guide the deployment process, provide ongoing maintenance and support, and ensure the solution meets your specific business needs. Their expertise and support are key to a successful UCaaS implementation.

Can a UCaaS solution support both inbound and outbound communication?

Absolutely. A UCaaS solution supports both inbound and outbound communication, providing a comprehensive communication solution. It can handle everything from incoming customer service calls to outbound sales calls, and everything in between.