Understand the basic principles of UCaaS and the different options in the UCaaS market

Moving your enterprise unified communications (UC) environment to cloud computing now seems to be the time to do the problem, not the problem of doing it and not doing it. UC as a service, a cloud-based unified communications service, has some advantages over local deployment scenarios. UCaaS provides faster time to adjust, easier access to emerging collaboration capabilities, and the ability to transform customers into internal IT to have more strategic roles. Therefore, according to Nemertes Research's 2017 data, nearly half of the companies have adopted or plan to adopt cloud-based services to meet their UC needs. But not all cloud services are the same, which makes distinguishing UCaaS providers an important task. To save time, money, and labor, companies should take the time to understand the different types of services and their strengths and weaknesses.

Understand the basic principles of UCaaS and the different options in the UCaaS market

This buyer's manual helps you understand the basics of UCaaS and the different options in the UCaaS market. It provides advice on how to choose the right product and how to move forward in the assessment and implementation.

UCaaS explanation

UCaaS provides unified communications capabilities—such as telephony; instant messaging; team collaboration applications; audio, video, and web conferencing—cloud services delivered from the service provider's infrastructure. In addition to terminals such as phones, video conferencing systems, and headsets, customers typically have little or no live applications or hardware. The customer pays a fixed per capita license fee, usually on a monthly or yearly basis, and the cost depends on the number of licenses purchased.

How does UCaaS work?

The UCaaS product consists of several parts:

Application servers run by UCaaS vendors in their own data centers; hosted in third-party data centers; or hosted in public cloud services such as Amazon, Google, and Microsoft. The application server provides calls; instant messaging; unified messaging; team chat; meetings; and in some cases, contact center services.

The software client can be downloaded to the user's device like a computer or smartphone, or accessed through a web browser using WebRTC or a plugin.

The terminal includes a telephone, a video conferencing system, and a digital whiteboard that are tied to the cost of the license or purchased separately by the customer.

Customers connect to their UCaaS providers via the public Internet or connect their WANs directly to the provider's data center. The former is less expensive, but performance depends on the quality of available Internet services. Direct Cloud Connectivity (DCC) provides more predictable performance but adds cost.

the way

UCaaS vendors typically build their own platforms in two ways:

Hosting. These products are tailored to the customer and offer great advantages to most buyers. Typically, customers can convert existing local platforms directly into the cloud without the end user device or application changing.

Pure cloud or multi-tenant. Multi-tenant services use a single software instance to provide communication services to multiple customers. Customer data is isolated into virtual software instances, but all customers typically receive the same feature set.

As for which platform to choose, it usually depends on the individual needs of the enterprise and the expectations of cloud security. Managed services offer the greatest opportunity to customize and integrate with existing enterprise security and management services. But the monthly cost and start-up costs will be higher.

Pure cloud offerings offer less customization and may require larger changes to the end-user environment. However, in general, pure clouds are cheaper and have faster access to new features, especially when pure cloud services are based on the microservices application architecture (UCaaS provider control). This type of architecture allows providers to quickly deliver upgrades and updates and respond to feature requests.

Companies assessing migration to UCaaS should ask themselves the following questions:

1. Can I save money? Not all companies believe that UCaaS is cheaper than locally deployed products, especially those that have been completely devalued. In order to make an informed decision, companies should carefully develop a business case to explore cost changes before and after the program.

2. What are the advantages? The purchase decision of UCaaS is increasingly being expected to increase flexibility by moving UC application provisioning and management to cloud computing. This enables newer collaboration capabilities to be gained faster, and it pays less attention to system management and more focus on the line of business to ensure that employees can use new features to improve business processes.

As part of your assessment of UCaaS, consider the value of accessing new features today and accelerate the introduction of emerging collaboration tools such as teamwork, artificial intelligence, voice assistants, and augmented reality. You can also consider the value of integrating UC features and business application packaging and customization into your business.

3. Which platform? Managed services tend to appeal to large enterprises with complex requirements, and these requirements also require their data to run on separate applications rather than mashing up with other customer data in a virtual environment. For smaller businesses, pure cloud approaches are often more attractive because data management is less critical and requires additional value in minimizing costs and opportunities to get the latest and greatest features.

4. How to connect? Small businesses with good Internet connections may find that existing Internet services are sufficient to meet the quality requirements of UC. And some larger companies may need to invest in DCC to ensure a high quality user experience.

5. What is my safety requirement? Some companies, especially those in highly regulated industries, may not be able to choose to use UCaaS. Other companies may find that UCaaS vendors can ensure better application security and are more secure than local deployment solutions.

Carefully evaluate UCaaS vendors and their security architecture and certification. If you are operating in Europe, it is important to know if your UCaaS provider has the ability to support universal data protection regulations in effect in 2018.

Bottom line

UCaaS offers the opportunity to reduce costs, increase flexibility and accelerate the ability to achieve rapid development collaboration. A successful assessment and implementation requires a solid business foundation. Then, combine your needs with the available Ucaas market options to pick the right platform and connectivity.

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