Understanding Cloud-based Unified Communications

August 20th, 2019

Cloud-based unified communications is the fastest growing sector of the enterprise communications market. It combines the familiar voice and unified messaging features that we’ve all come to expect in the workplace, with newer functions that increase employee productivity.

These include instant messaging, presence, video and web conferencing, call recording and team collaboration. It also provides employees with a consistent user experience across the multiple devices that they use, whenever and wherever they are. Cloud-based unified communication services are hosted by third party service providers. The services are software driven, making the features provided infinitely customizable to meet the growing and changing needs of businesses, their partners and employees.

The Unified Communication as a Service (UCaaS) market is expected to grow from $17.35 Billion in 2016 to $28.69 Billion by 2021, according to research conducted by MarketsandMarkets. This represents a compounded annual growth rate of 10.6%.

The Benefits of Cloud Communications

Cost and flexibility are the big drivers behind hosted unified communications. As companies retire their expensive PBXes and hosted PBX services, they look to cloud providers to offer more cost efficient alternatives. IT organizations are becoming more strategic and their focus is shifting to revenue generating projects. They spend less time on keeping the lights on and outsource anything that is not a core competency. Unlike premise-based solutions, a cloud-based service is never obsolete. Software upgrades and hardware refreshes happen on a regular basis with minimal disruption to users.

Other business and technology benefits include:

  • Detailed analytics
  • Disaster recovery
  • Managed support
  • CRM integration
  • Communications-enabled business processes (via APIs)
  • Support for new work-related regulations
  • Intelligent SIP (session initiation protocol) trunking
  • Hybrid deployment solutions
  • Global service availability
  • 24/7 support with proactive monitoring

On the workforce side of the equation, cloud-based unified communications offer:

  • Improved customer interaction and satisfaction
  • Increased staff productivity
  • Support for the mobile, distributed workforce with unified presence
  • Shared workspaces for shared documents and team collaboration
  • Reduced business travel

Migration Paths and Implementation Made Easy

The move to a cloud-based unified communications environment doesn’t require a forklift approach. Managed service providers work with companies to assess their current network infrastructure and identify the business processes that need to be integrated. Enterprise customers can opt for a phased-in approach, maintaining a hybrid environment to see how the UC solution works.

A good option is to bring a couple of corporate sites online first to see how the implementation goes and then slowly migrate various offices, departments and employees in a well-thought-out and strategic manner.

A good implementation should be transparent to users and advanced training can be conducted to bring employees up to speed on the more advanced features of the system prior to implementation.

The move to a cloud-based unified communications approach should be an easy decision for companies to make. It offers quantifiable benefits to the business, employees and corporate IT.

Learn the Five Ways Cloud Communications Can Lower Your TCO and get more information about Masergy Cloud Communications

Jody Gilliam

With 15+ years of experience developing content-focused marketing strategies for technology companies, Jody crafts thought leadership articles and develops research ideas to support Masergy’s marketing initiatives. Her background in journalism serves her well, as she works closely with industry analysts and Masergy’s top leaders to publish engaging content. She earned her bachelor’s degree in English and communications from Southwestern University and her master’s degree in digital marketing from the University of Denver.

Related Content

Automation supercharges the Masergy client experience

New automation engine accelerates time-to-service, giving clients faster price quotes, speedier order orchestration, and smoother migration processes.

Read more

Cloud UC and SD-WAN: Why they’re better together

Research shows those who are most satisfied with cloud UC solutions are using SD-WAN. Explore the advantages of this technology pairing.

Read more

Transform with Certainty: Masergy’s New Branding Spotlights Confidence in Service Experience

As the pioneer in software-defined networking, Masergy’s new brand crystallizes the value we deliver--helping enterprises transform with certainty.

Read more