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Friday, February 23, 2024

27 Should-Have UCaaS Options and Their Advantages

Unified Communications as a Service (UCaaS) is a quickly rising business as extra companies migrate their operations to the cloud 

That is no shock as startups and huge enterprises realized on-premises communications options failed them. UCaaS, alternatively, integrates a number of communication channels to offer a cheap communication answer through the web.

This information takes you thru the highest UCaaS options, what they’re, and why they matter.

  1. PSTN connectivity
  2. Toll-free numbers
  3. Auto attendant
  4. Direct-dial numbers
  5. Name recording
  6. Name analytics
  7. Cell software
  8. Desktop software
  9. Cloud PBX
  10. Audio conferencing
  11. Video conferencing
  12. Staff presence
  13. Web site chat
  14. Net conferencing
  15. Name flows
  16. Interactive voice response
  17. Display pop
  18. Name queues
  19. Omnichannel assist
  20. Queue callbacks
  21. Skinny shoppers
  22. Unified voicemail
  23. Central administration
  24. Staff messaging
  25. On-line faxing
  26. Digital workspace
  27. Cloud file storage

Enterprise telephone service options

These telephone system options are important to any UCaaS platform. These enterprise voice features join your crew to the surface world and vice versa. Many UCaaS service suppliers provide these with all-inclusive pricing or à la carte add-ons.

1) PSTN connectivity

Connecting to the Public Switched Phone Community (PSTN) is a should to achieve individuals outdoors of the workplace.

With out it, person’s desk telephones can solely attain others on the identical communications system. Cloud telephone methods provide each inner and exterior voice connectivity via the web.

You received’t lose any performance you would possibly take pleasure in within the traditional analog phone. Enterprise VoIP expertise converts knowledge packets into audio alerts between the PSTN seamlessly.

2) Toll-free numbers

A toll-free quantity is a phone quantity that lets landlines name you at no cost. Extra notably, it provides your organization a nationwide presence. UCaaS service suppliers keep the decision routing logic related to these telephone numbers.

These numbers start with 800, 888, 877, 866, 855, 844, or 833. Callers don’t must press 1 on their dialpad earlier than the quantity because of all-number calling.

Small companies use toll-free numbers to achieve belief, monitor calls from advert campaigns, and route calls to specialised groups.

3) Auto attendant

We take into account the auto attendant the underdog of a business telephone system. Its job is straightforward — it connects callers to the suitable division.

In the event you’ve ever heard “Press 1 to achieve gross sales,” you’ve used an auto attendant. This telephony characteristic is the primary impression of your model. It directs callers primarily based on the numerical enter on their dialpad.

Many UCaaS suppliers make it intimidating to arrange auto attendants. The person expertise varies tremendously, so make certain you are feeling comfy updating it.

4) Direct-dial numbers

A Direct Inward Dial (DID) telephone quantity is a telephone quantity that goes to a telephone extension in your organization.

Direct-dial numbers let individuals name customers with out traversing via an auto attendant. DID numbers present a extra personable, pleasant buyer expertise.

Let’s say you might have brokers taking calls in a contact middle. A unified communications platform distributes calls regardless of which DID a caller dialed.

5) Name recording

The necessity to file calls and retailer them securely within the cloud continues to extend. Corporations crave full visibility into buyer calls to allow them to evaluation them later.

At this time’s UCaaS options provide varied name recording capabilities to enhance buyer satisfaction. This characteristic drives accountability far past the decision middle setting.

6) Name analytics

Entry helpful name analytics like deal with occasions, velocity of reply, abandonment, and extra.

That is the place the promise of unified communications lives as much as its identify. Entry tendencies in seconds fairly than sifting via name logs and spending all day in Excel.

Enhance your outcomes with real-time and historic knowledge. Wallboards, gamification, and sharp-looking dashboards elevate particular person and crew efficiency.

7) Cell software

An built-in cell app stays a preferred Unified Communications as a Service characteristic. Distributors used to incorporate this functionality on larger pricing plans, but it surely’s now a mainstay of UCaaS.

Workers can place calls and keep linked utilizing their iOS and Android smartphone. Reply calls, attend video conferences, view screens, and ship chat messages in a number of faucets.

A majority of these cell apps are also called softphones. A few of its built-in UCaaS options embrace name forwarding, name flipping, and visible voicemail.

8) Desktop software

VoIP softphones additionally work properly on laptops and desktops alike. UCaaS suppliers embrace a desktop app so customers can talk on their workstations.

A unified desktop app lets customers place, obtain, and switch calls, handle contacts, and set their availability. Customers may collaborate with coworkers via chat messaging, voice, and video calls.

9) Cloud PBX

A cloud-hosted PBX permits you to run your organization’s complete telephone system on an web connection.

It eliminates the necessity for leased workplace area or specialised IP telephony tools. Cloud telephony makes it simple so as to add areas and equip distant staff.

A cloud PBX gives unmatched scalability because it’s delivered from a number of knowledge facilities.

Assembly and conferencing options

Within the hybrid setting the place corporations have in-office and distant staff, a gathering platform is crucial. The good thing about utilizing these options in a UCaaS answer is that you could decrease prices and enhance productiveness throughout the crew.

10) Audio conferencing

Host distant conferences with HD audio conferencing. Convention calls are simple to hitch from a cell gadget or laptop, due to the flexibleness of VoIP.

Privateness is paramount to at the moment’s companies. Guarantee audio conferences are safe with a convention bridge that requires a passcode. Bundling your audio conferencing together with your UCaaS answer lets customers be part of conferences in a single click on. Friends may take part by dialing the devoted telephone quantity related to it.

Directors additionally want helpful moderation options like muting, recording, and lecture mode.

11) Video conferencing

Run productive one-on-one and multi-person video calls. They’re simple to arrange and supply real-time audio, chat, display sharing, and dwell video.

Complete UCaaS suppliers allow you to additionally file video conferences however could be obtainable for an additional value.

12) Staff presence

Deep focus is treasured, and crew presence makes it potential. Unified messaging platforms show an individual’s standing, comparable to in the event that they’re on a name, busy, away, or obtainable.

Staff presence saves time, reduces interruptions, and units the suitable expectations between colleagues.

13) Web site chat

Dwell web site chat helps you assist your guests and prospects rapidly and effectively. It’s a robust, rising channel that improves buyer expertise and will increase the client satisfaction price (CSAT).

Create memorable experiences with chat historical past, availability, and quick options in your prospects.

14) Net conferencing

Host workshops, dwell streams, webinars, and on-line conferences for friends not in your UCaaS platform. There’s no must obtain software program or use an advanced tech setup.

Get your prospects and companions to hitch so you may current with ease. These safe internet conferencing instruments usually embrace display sharing, chat, and file sharing. In spite of everything, internet conferencing must render a pleasant expertise for everybody concerned.

Contact middle capabilities

The necessity to equip gross sales and assist groups with professional-grade voice and messaging turns into essential to scale. Hosted contact facilities are next-generation name facilities that combine many channels comparable to voice, electronic mail, and social media in a single.

15) Name flows

A name circulate is a technique to design how the UCaaS platform handles incoming calls. In consequence, they’re extra succesful and simpler to arrange, even for non-technical customers. Moreover auto attendants, directors can regulate ring teams, enterprise hours, and name routing multi function display.

Name flows finish the uncertainty round what occurs when prospects contact your corporation. Most significantly, it’s easy and streamlines the telephone system setup.

16) Interactive voice response

Interactive voice response (IVR) lets prospects work together with the telephone system utilizing their voice. Many name facilities use it to route the inbound calls to the suitable particular person or for deflection.

At this time’s IVRs can reply with real-time account information and may carry out verification. A majority of organizations use IVRs to route callers to the division that’s finest in a position to assist.

Lighten the load in your brokers, increase productiveness, and enhance your credibility.

17) Display pop

One of many methods to cut back deal with time is to show caller data earlier than answering a name. Display pop pulls knowledge out of your CRM so brokers can see account worth, latest purchases, and satisfaction.

This UCaaS characteristic helps them tailor solutions and delight prospects in each interplay. Unified communications options provide this performance utilizing its CRM or third-party integration.

18) Name queues

Lacking calls too typically? Name queues assist your contact middle deal with a excessive quantity of calls effectively. For example, should you obtain extra calls than brokers obtainable, the decision queue locations them in line to be routed to an agent.

Reply to name spikes with out diminishing the client expertise. Name queues are the best approach to offer bulletins and even callback invites.

19) Omnichannel assist

As a substitute of forcing prospects to make use of a single contact technique, assist them throughout a number of channels. Add electronic mail, chat, SMS, and social media to your mixture of contact channels.

Omnichannel options give you quick access to all buyer data and previous interactions. This fashion, prospects by no means should repeat themselves to totally different brokers. And with this context, your crew works asynchronously and delivers a top-notch buyer expertise.

Few Unified Communications as a Service suppliers provide customer support instruments past voice. Nextiva does.

20) Queue callbacks

The fact is that most individuals don’t wish to wait on maintain. So how will you present a greater expertise for them? The reply is to supply a queue callback choice. Relying on the common velocity of reply, your telephone system can provide an alternative choice to get a name again from the subsequent obtainable agent.

This is a useful tactic for a contact middle to think about to deal with excessive name volumes. It’ll cut back the frustration of lengthy maintain occasions and rapidly remedy the client’s challenge.

21) Skinny shoppers

Name facilities typically command a hefty IT price range for PBX servers, proprietary telephony {hardware}, and trunking setups. These days are virtually behind us due to cloud-based enterprise VoIP.

Skinny shoppers are full-featured contact middle purposes that solely want an online browser. These apps provide higher UCaaS options than the half-baked middleware that you simply might need handled earlier than.

When contemplating potential UCaaS suppliers, make sure you attend a dwell demo so you may see it firsthand.

Sharing, collaboration, and administration

Lesser-known options of a unified communication answer embrace its collaboration and administration features. These range between enterprise telephone methods, so it helps to slender down which features are important.

22) Unified voicemail

Managing voicemails doesn’t should be a chore. When you may’t reply a name, let callers depart a voicemail — however get the message when and the place you need. Voicemail to electronic mail stays a favourite amongst enterprise customers.

This characteristic works hand in hand with IP telephones, so messages aren’t misplaced, both. Customers can hearken to them on the go, at their desks, or on their computer systems.

Unified voicemail messaging helps you to obtain your messages on a distinct gadget, in your electronic mail, and even transcribed right into a textual content. This characteristic provides customers readability and suppleness to take motion quick.

23) Central administration

Handle your telephone system features from a single, easy-to-use portal. Add or handle customers, edit options, regulate licenses, handle permissions, construct name flows, and extra.

The issue with separate communication instruments is that it is advisable handle them individually. This leads to expensive human errors. A centralized admin portal helps you make modifications with out uncertainty.

Nextiva’s enterprise telephone service doesn’t want technical abilities to arrange and keep.

24) Staff messaging

Preserve your groups linked and environment friendly utilizing crew chat. As a substitute of separate apps for fast messaging and conferencing, streamline them into one app.

This characteristic means everybody collaborates, stays organized, and meets in a single place. It’s supreme when individuals work within the workplace or from house.

25) On-line faxing

If it is advisable ship and obtain faxes however don’t need an costly machine in your workplace, you’ll love on-line faxing. It’s safe and obtainable anyplace, on any gadget.

Since UCaaS makes use of VoIP, it typically leads to disconnecting your fax machine in favor of on-line faxing. This UCaaS characteristic lets customers change faxed paperwork similar to electronic mail.

When receiving faxes, you get digitized paperwork proper in your inbox.

26) Digital workspace

A digital workspace is like an workplace, but it surely exists on-line. It’s the place all recordsdata, conferences, duties, due dates, and conversations occur. It removes the necessity for dozens of apps — and the notifications that include them — and provides staff extra focus.

Digital workspaces can exist round working teams, initiatives, or enterprise models.

All hyperlinks, recordsdata, and conversations are simple to seek out, so that you by no means should waste treasured time trying to find necessary data.

27) Cloud file storage

Safe file storage is essential to sustaining belief whereas working. Some enterprise communication platforms let customers sync recordsdata from Dropbox or Google Drive.

Because it’s cloud-based, you received’t must meddle with network-attached storage or on-premises servers. In consequence, this UCaaS characteristic a very good match for distant staff and staff within the workplace.

This perform makes it easy to share recordsdata, which ensures licensed customers can entry firm data.

28) Third-party integrations

As Unified Communications as a Service encompasses quite a few office apps, API integrations turn out to be obligatory. Listed here are kinds of UCaaS integrations to search for and why they matter.

E mail

Integrating your communications platform together with your electronic mail supplier gives nifty advantages.

Relying on the variety of customers, search for compatibility with Gmail, Microsoft Outlook, and Google Workspace.

This fashion, customers can share presence data, sync calendars, and make calls from their tackle e-book. It’ll cut back the friction of switching between apps to get work achieved effectively.


Why ought to a enterprise join its CRM to the telephone system? It won’t be apparent; it’ll assist salespeople shut leads sooner. Plus, you’ll get deeper buyer insights from each interplay.

The CRM integration bridges the hole between your telephone system and your buyer knowledge. Combine your telephones with Salesforce, Zoho, HubSpot, Keap, or Pipedrive.

This integration additionally feeds knowledge into AI-powered contact facilities and name middle analytics.


Permissions, entry, and safety can turn out to be exhausting to handle because the variety of customers grows. Between hiring, exits, and mitigating threats, it’s exhausting to maintain up.

Combine your telephone system with an entry administration platform like Energetic Listing or Okta. With single sign-on, you may streamline entry throughout the board.

Prime enterprise advantages of UCaaS

Essentially the most notable advantages of UCaaS for companies embrace:

  • Decrease prices
  • Higher person expertise
  • Elevated scalability
  • Sturdy safety

1) Aggressive pricing

The reality is that the majority UCaaS options substitute a number of enterprise apps you utilize and pay for.

This contains enterprise VoIP, crew chat, video conferencing, helpdesk, and extra. As a substitute of spending tons of of {dollars} per person, lower than $50/month provides you the whole lot.

UCaaS additionally simplifies the effort of managing a dozen totally different companies. Nextiva gives the finest worth and options that companies really want.

2) Higher person expertise

An all-in-one communications platform means it turns into a single supply of reality.

As a substitute of working from disjointed apps, everybody acts on the identical view of the client.

With real-time knowledge at everybody’s fingertips, they will ship a seamless buyer expertise.

3) Elevated scalability

Onboarding new staff is time-consuming. It’s even tougher once you do it remotely.

Unified Communications modifications the sport for corporations with an urge for food for progress. You want minimal tech assets for worker connectivity. Obtain a cell or desktop app, check in, and so they’re prepared.

As your headcount rises, you received’t want so as to add expensive telephony infrastructure. This fashion, your assets deal with income, not putting in on-site servers. The UCaaS supplier takes care of the remaining.

4) Sturdy safety

Information safety is a authentic concern, particularly when shifting to the cloud. UCaaS platforms provide 24/7 monitoring and encryption to maintain knowledge protected.

Account admins can handle person settings and think about detailed utilization logs, so that you’re at all times in full management.

Test to see {that a} UCaaS vendor has business certifications to fulfill your necessities. Verify they supply communication instruments that adjust to HIPAA, PCI, and SOC 2.

The very best UCaaS options are inside your attain

The underside line is that corporations have many causes to improve to UCaaS.

For some, it’s a method to preserve staff and prospects on the identical web page. For others, it’s a method to streamline a number of communications apps into one. For a lot of, it could possibly be the velocity of enterprise-wide deployment.

One factor everybody agrees on is that UCaaS has extra performance than conventional telephone methods. Gone are the times of letting expertise dictate how you’re employed. Unified Communications as a Service isn’t the longer term — it’s now.

Stand out from rivals as a result of you may work sooner and reply to buyer wants rapidly.

In the event you’re able to stage up your communications, take a look at Nextiva’s cloud telephone system. Be a part of 100,000+ groups, SMBs, and fast-growing corporations that already made the leap.

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