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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 enormous enterprises realized on-premises communications options failed them. UCaaS, however, integrates a number of communication channels to supply an economical 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 utility
  8. Desktop utility
  9. Cloud PBX
  10. Audio conferencing
  11. Video conferencing
  12. Group presence
  13. Web site chat
  14. Net conferencing
  15. Name flows
  16. Interactive voice response
  17. Display pop
  18. Name queues
  19. Omnichannel help
  20. Queue callbacks
  21. Skinny shoppers
  22. Unified voicemail
  23. Central administration
  24. Group messaging
  25. On-line faxing
  26. Digital workspace
  27. Cloud file storage

Enterprise cellphone service options

These cellphone system options are important to any UCaaS platform. These enterprise voice capabilities join your crew to the skin 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 exterior of the workplace.

With out it, person’s desk telephones can solely attain others on the identical communications system. Cloud cellphone programs provide each inner and exterior voice connectivity by way of the web.

You gained’t lose any performance you would possibly get pleasure from within the basic 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 offers your organization a nationwide presence. UCaaS service suppliers preserve the decision routing logic related to these cellphone 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 realize belief, monitor calls from advert campaigns, and route calls to specialised groups.

3) Auto attendant

We think about the auto attendant the underdog of a business cellphone system. Its job is straightforward — it connects callers to the precise division.

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

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

4) Direct-dial numbers

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

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

Let’s say you may have brokers taking calls in a contact heart. A unified communications platform distributes calls irrespective of which DID a caller dialed.

5) Name recording

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

At present’s UCaaS options provide numerous name recording capabilities to enhance buyer satisfaction. This function drives accountability far past the decision heart setting.

6) Name analytics

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

That is the place the promise of unified communications lives as much as its title. Entry developments in seconds moderately than sifting by way of 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 utility

An built-in cellular app stays a preferred Unified Communications as a Service function. Distributors used to incorporate this functionality on greater pricing plans, nevertheless it’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 couple of faucets.

Most of these cellular apps are often known as softphones. A few of its built-in UCaaS options embody name forwarding, name flipping, and visible voicemail.

8) Desktop utility

VoIP softphones additionally work effectively on laptops and desktops alike. UCaaS suppliers embody 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 also can collaborate with coworkers by way of chat messaging, voice, and video calls.

9) Cloud PBX

A cloud-hosted PBX lets you run your organization’s complete cellphone system on an web connection.

It eliminates the necessity for leased workplace house or specialised IP telephony gear. Cloud telephony makes it straightforward so as to add areas and equip distant employees.

A cloud PBX provides 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 employees, a gathering platform is important. The good thing about utilizing these options in a UCaaS answer is which you can decrease prices and enhance productiveness throughout the crew.

10) Audio conferencing

Host distant conferences with HD audio conferencing. Convention calls are straightforward to hitch from a cellular machine or laptop, due to the pliability of VoIP.

Privateness is paramount to at this time’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 a part of conferences in a single click on. Company also can take part by dialing the devoted cellphone 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 straightforward to arrange and supply real-time audio, chat, display sharing, and dwell video.

Complete UCaaS suppliers allow you to additionally document video conferences however could be out there for an additional price.

12) Group presence

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

Group presence saves time, reduces interruptions, and units the precise expectations between colleagues.

13) Web site chat

Stay 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 shopper satisfaction price (CSAT).

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

14) Net conferencing

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

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

Contact heart capabilities

The necessity to equip gross sales and help 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, e-mail, and social media in a single.

15) Name flows

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

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

16) Interactive voice response

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

At present’s IVRs can reply with real-time account information and also can carry out verification. A majority of organizations use IVRs to route callers to the division that’s greatest 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 function 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 heart deal with a excessive quantity of calls effectively. For example, when you obtain extra calls than brokers out there, the decision queue locations them in line to be routed to an agent.

Reply to name spikes with out diminishing the shopper expertise. Name queues are the best manner to supply bulletins and even callback invites.

19) Omnichannel help

As an alternative of forcing prospects to make use of a single contact methodology, help them throughout a number of channels. Add e-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 manner, 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 truth is that most individuals don’t need to wait on maintain. So how are you going to present a greater expertise for them? The reply is to supply a queue callback choice. Relying on the typical velocity of reply, your cellphone system can provide an alternative choice to get a name again from the following out there agent.

This is a useful tactic for a contact heart to think about to deal with excessive name volumes. It’ll cut back the frustration of lengthy maintain instances and rapidly remedy the shopper’s subject.

21) Skinny shoppers

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

Skinny shoppers are full-featured contact heart functions that solely want an internet browser. These apps provide higher UCaaS options than the half-baked middleware that you just might need handled earlier than.

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

Sharing, collaboration, and administration

Lesser-known options of a unified communication answer embody its collaboration and administration capabilities. These range between enterprise cellphone programs, so it helps to slender down which capabilities are important.

22) Unified voicemail

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

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

Unified voicemail messaging enables you to obtain your messages on a unique machine, in your e-mail, and even transcribed right into a textual content. This function offers customers readability and suppleness to take motion quick.

23) Central administration

Handle your cellphone system capabilities 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 you might want to handle them individually. This leads to pricey human errors. A centralized admin portal helps you make adjustments with out uncertainty.

Nextiva’s enterprise cellphone service doesn’t want technical abilities to arrange and preserve.

24) Group messaging

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

This function 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 you might want to ship and obtain faxes however don’t need an costly machine in your workplace, you’ll love on-line faxing. It’s safe and out there wherever, on any machine.

Since UCaaS makes use of VoIP, it typically leads to disconnecting your fax machine in favor of on-line faxing. This UCaaS function lets customers trade faxed paperwork identical to e-mail.

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

26) Digital workspace

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

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

All hyperlinks, information, and conversations are straightforward to search out, so that you by no means should waste valuable time trying to find essential data.

27) Cloud file storage

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

Because it’s cloud-based, you gained’t must meddle with network-attached storage or on-premises servers. Because of this, this UCaaS function match for distant employees and workers within the workplace.

This perform makes it easy to share information, 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 crucial. Listed here are forms of UCaaS integrations to search for and why they matter.

Electronic mail

Integrating your communications platform together with your e-mail supplier provides nifty advantages.

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

This manner, customers can share presence data, sync calendars, and make calls from their handle ebook. It’ll cut back the friction of switching between apps to get work performed effectively.


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

The CRM integration bridges the hole between your cellphone 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 heart analytics.


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

Combine your cellphone system with an entry administration platform like Lively Listing or Okta. With single sign-on, you possibly can streamline entry throughout the board.

High enterprise advantages of UCaaS

Probably the most notable advantages of UCaaS for companies embody:

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

1) Aggressive pricing

The reality is that almost all UCaaS options exchange a number of enterprise apps you employ and pay for.

This consists of enterprise VoIP, crew chat, video conferencing, helpdesk, and extra. As an alternative of spending a whole lot of {dollars} per person, lower than $50/month offers you every thing.

UCaaS additionally simplifies the effort of managing a dozen totally different providers. Nextiva provides the greatest 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 an alternative of working from disjointed apps, everybody acts on the identical view of the shopper.

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

3) Elevated scalability

Onboarding new workers is time-consuming. It’s even more durable while you do it remotely.

Unified Communications adjustments the sport for corporations with an urge for food for development. You want minimal tech sources for worker connectivity. Obtain a cellular or desktop app, check in, and so they’re prepared.

As your headcount rises, you gained’t want so as to add pricey telephony infrastructure. This manner, your sources give attention to income, not putting in on-site servers. The UCaaS supplier takes care of the remaining.

4) Strong safety

Knowledge safety is a official concern, particularly when transferring to the cloud. UCaaS platforms provide 24/7 monitoring and encryption to maintain knowledge protected.

Account admins can handle person settings and consider detailed utilization logs, so that you’re all the time in full management.

Verify to see {that a} UCaaS vendor has business certifications to satisfy your necessities. Affirm 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 technique to preserve workers and prospects on the identical web page. For others, it’s a technique to streamline a number of communications apps into one. For a lot of, it may very well be the velocity of enterprise-wide deployment.

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

Stand out from rivals as a result of you possibly can work quicker and reply to buyer wants rapidly.

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

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