Unified communications-as-a-service (UCaaS) brings voice, video, and messaging together on one platform. Yet, a Forrester survey from 2023 reveals that 72% of telecom decision-makers still use separate point technologies instead of an all-in-one solution. Despite some progress, fully integrating communication systems remains a challenge.
In the UCaaS market, traditional pricing still rules. While some providers offer all-in-one packages, many customers buy through productivity app packages. This approach often requires extra spending on add-ons, whether for different licensing tiers or specific phone types.
### Licensing and Add-ons
A common way to license UCaaS is through a core subscription tied to a standalone platform. This model typically includes voice, video, and messaging as a per-user fee. Some providers offer base phone numbers with every license, while others require an upgraded tier for more features.
Many standalone solutions necessitate the same licensing tier for all employees, but some allow mixing tiers. This flexibility helps organizations cater to their unique needs, like opting for a no-phone tier for knowledge workers and a phone tier for sales teams. Companies like 8×8, Dialpad, RingCentral, and Zoom offer various configurations in the standalone market.
Alternatively, the core UCaaS can be part of a productivity suite. This option is straightforward for organizations, as the productivity package often integrates essential communication features. For providers like Google, Microsoft, and Zoho, basic phone capabilities might need an add-on, but integrating productivity tools often requires minimal extra investment.
Some providers sell basic phone services as an add-on. These typically feature a per-user subscription that includes core PBX functions. Users get a phone number for internal and local calls, but international calls usually incur additional fees. The base license often covers simple features like call queuing and interactive voice response, with more advanced capabilities offered at higher tiers. Cisco, Google, and Zoom are among those that follow this model.
If organizations need phone services only, several companies like TelaVox and Vonage provide standalone phone licensing not requiring a full UCaaS solution.
### Meeting Room Connectivity
Meeting rooms pose another consideration. While all UCaaS providers can link to TVs or conference equipment, not all integrate fully with meeting room tech. Adding functionalities like connected whiteboards or shared phones often requires extra investment. Some providers bundle a limited number of room licenses into their agreements, but larger deployments generally require additional fees, especially from companies like Microsoft and Zoom.
### Identifying Your Business Objectives
When selecting the right licensing, it’s essential to set clear business objectives beyond just pricing. Forrester suggests that telecom purchasers outline goals that might be aspirational, pragmatic, or a combination of both. Common scenarios include needing a platform that integrates collaboration tools effectively. Organizations aiming for quick tech deployment should prioritize packages that include these tools, with providers like Google and Microsoft fitting the bill.
For standalone needs, Zoom stands out with its extensive integration capabilities. If messaging-first platforms are a priority, options like Slack and Rocket.Chat offer lightweight meeting functions.
Uptime is another significant factor. Not all UCaaS solutions guarantee high availability; some providers only promise 99.9%. For businesses that depend heavily on phone systems, higher uptime commitments are crucial. Companies like Cisco and RingCentral offer these guarantees, while smaller players like Intermedia may suit smaller businesses.
For those looking to enhance meeting experiences, key areas for improvement include in-person interactions and connections with remote attendees. Top UCaaS providers like Cisco and Zoom focus on creating modern meeting environments with various collaboration features.
For organizations wanting to streamline customer connections, hybrid UCaaS/CCaaS solutions are increasingly available from companies like 8×8 and Dialpad.
Another priority for many companies in 2024 is leveraging AI technology. All UCaaS providers are now infusing their platforms with AI capabilities. Providers like Google and Microsoft are implementing features like automated note-taking and real-time translation to enrich communication and meeting experiences.
As you navigate licensing and objectives, consider your organization’s size and scale. The tools’ complexity, geographic reach, and the provider’s strategic approach should align with your purchasing needs.
This overview draws from Forrester’s “The Buyer’s Guide to UCaaS 2024.” Will McKeon-White, supported by other Forrester analysts, highlights the evolving landscape of UCaaS.