A 3-Step Approach Guarantees a Successful UCaaS Implementation

A 3-Step Approach Guarantees a Successful UCaaS Implementation

A vast number of organizations are migrating from legacy PBXs to modern Cloud Communications systems that bring added applications and business productivity benefits. The Unified Communications as a Service (UCaaS) market grew at 6% in 2015, according Infonetics Research.

Despite the growing popularity of UCaaS and promise of streamlined service, implementations can be challenging. Each customer environment is unique and needs to be thoroughly understood prior to deployment.

That’s why Masergy has created a model that uses a 3-stage approach to ensure optimum outcomes:

  • Staging
  • Implementation
  • Activation

Masergy assigns a dedicated migration engineer and implementation manager to each customer for the duration of the project, not just during the pre-sales stage of the engagement. This unique approach ensures successful outcomes and customer satisfaction. Along with this, we share our extensive online process documentation with customers who can view the progress of their implementation in real time.

We find that most customers who have had problems during the staging phase will experience problems during implementations and activations as well. Our approach aims to avoid these mishaps right from the start.

Common Architectures

While each customer implementation is different, Masergy has identified 8 distinct customer architectures that are most commonly used. Many characteristics are common to all customers and we can build off of these 8 scenarios and reuse templates that we’ve identified as best practices. While we provide a custom network diagram for each implementation, we build on predictable LAN environment templates that we know have been successful in the past.

Masergy makes decisions and design changes based on direct customer interactions. Our engineers receive feedback directly from the customer before the design goes to the implementation manager.

Testing is the final phase of the project prior to activation and it’s something we do really well. We assign test numbers for inbound/outbound dialing, and make sure every feature that’s important to the customers’ business operations is working perfectly prior to activation.


Our moto, performance beyond expectations - rings true with our UCaaS implementation process. Learn how UCaaS can simplify your transition to the cloud and lower your communications total cost of ownership (TCO).

About Maurie Munro

Director of UCaaS Solutions, Masergy
Maurie Munro currently serves as Director of UCaaS Solutions at Masergy Communications where he oversees UCaaS sales engineering. He designs global UCaaS and SIP trunking solutions for global enterprises. Prior to Masergy, Maurie has accumulated 20 years in telecommunications, serving in various technical and leadership positions.
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