What are examples of UCaaS? UCaaS, or unified communications as a service, is a cloud service that brings business calling, messaging, video meetings and related tools into one subscription. Common examples include cloud phone systems with an app, team chat with built-in meetings, and platforms that add contact center features on top.
The easiest way to understand UCaaS is to look at what it replaces and what it does day to day. This guide gives examples of UCaaS features, products and use cases, explains how UCaaS differs from related terms such as CCaaS and CPaaS, and shows how to compare options.
What is UCaaS?
UCaaS delivers communication tools over the internet instead of from equipment kept in the office. A provider hosts the system, keeps it updated and charges per user per month. Employees use apps on laptops and phones, plus desk phones if they want them.
What are examples of UCaaS features?
- Business phone. Calling with a company number, call forwarding, voicemail, auto attendants and hunt groups.
- Video meetings. Scheduled and instant meetings with screen sharing and recording.
- Team messaging. Channels and direct messages, with file sharing.
- Mobile and desktop apps. The same number and contacts on every device.
- Presence. Seeing who is available before you call.
- Voicemail to text. Messages sent to email or chat.
- Integrations. Links to customer systems, calendars and productivity suites.
- Analytics and admin. Usage reports and central user management.
What are examples of UCaaS platforms?
Many well-known vendors offer UCaaS or a close equivalent. Examples you are likely to meet include Microsoft Teams with Teams Phone, Zoom with Zoom Phone, Cisco Webex with Webex Calling, RingCentral, 8x8, Vonage, Dialpad, Google Workspace with a voice add-on, and 3CX. Each has its own strengths, packaging and pricing, which change over time, so check current details with the vendor.
The vendors fall into rough groups:
- Productivity suite vendors that add calling to tools many staff already use.
- Meeting-first vendors that started with video and added phone.
- Telephony-first vendors that built cloud phone systems and added meetings and chat.
- Channel-focused providers that sell mainly through resellers and managed service providers.
For a broader set of providers, browse our UCaaS providers database.
What are examples of UCaaS use cases?
| Business | Situation | How UCaaS helps |
|---|---|---|
| Multi-office firm | Staff in several cities and an aging phone system | One system and one directory across all sites |
| Hybrid team | People split between home and office | The same number and tools on laptop and phone |
| Professional practice | Calls must be answered and routed correctly | Auto attendants and call groups |
| Growing company | New hires and new sites every few months | Add users by subscription, no new hardware closet |
| Business with a service desk | Customers call and need a quick answer | Queues, call recording and reports, or a contact center add-on |
How is UCaaS different from CCaaS and CPaaS?
- UCaaS serves everyday internal and external business communication.
- CCaaS (contact center as a service) serves teams that handle high volumes of customer conversations, with queues, routing, scripts and quality tools. See our page on CCaaS providers.
- CPaaS (communications platform as a service) gives developers building blocks, such as calling and messaging interfaces, to put communication inside their own applications.
In practice the lines blur, because many UCaaS vendors now offer contact center and developer features.
How do you compare UCaaS options?
- List who needs what. Executives, desk staff, mobile workers and call takers have different needs.
- Check call quality and coverage. Ask where your calls will be carried and how the provider handles outages.
- Check integrations. Does it connect to the tools you already use?
- Look at admin tools. Adding, moving and removing users should be quick.
- Understand the full cost. Include numbers, devices, add-ons and calling plans.
- Read the contract. Look at term, notice and how numbers move if you leave.
- Test with a pilot. Run a small group before moving the whole company.
Our guide on how to compare UCaaS platforms before you buy goes deeper on each step.
Why do MSPs and resellers sell UCaaS?
Many customers want one trusted adviser for networks, security and communications. MSPs and resellers add UCaaS because it brings recurring revenue, deepens the relationship and fits with services they already provide, such as network and internet access. That is why UCaaS vendors often run partner programs aimed at these providers. Our database includes about 9,800 UCaaS providers alongside MSPs, MSSPs, VARs and ISVs.
Related reading
- what is a managed service provider: providers that bundle UCaaS with IT services.
- how to find a technology reseller: finding a reseller for communications platforms.
- how to compare UCaaS platforms before you buy: a step-by-step comparison before you buy.
Where to go next
UCaaS puts calling, messaging and meetings in one cloud subscription, and the examples above show how varied the products and uses are. To find UCaaS vendors, see our UCaaS providers database. If you sell to them, request a free 100-record sample of verified UCaaS contacts.
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