Enterprise communications can be cumbersome, complex and expensive to manage when you’re dealing with legacy providers and infrastructure. But, by leveraging unified communications as a service (UCaaS), businesses can realize the promise of a simpler, more cost effective way to communicate and collaborate.
What is Unified Communications as a Service?
Gartner defines UCaaS as a cloud-delivered unified communications model that supports enterprise telephony, meetings, unified and instant messaging, mobility and communications-enabled business processes. These solutions are generally ready to go out-of-the-box and can be easily integrated with other business applications for additional benefits. Businesses can now leverage UCaaS to centralize their internal communications between employees and their external facing dialogues with customers, all within a single platform.
The Unified Communications as a Service Market
The UCaaS market is poised for tremendous growth, and according to TMR’s 2019 report, is set to reach a value of $79.3 billion by the end of 2024, with an annual growth rate of 29% a year (As the UCaaS Market Sees Growth of 29% a Year, Who is Leading the Charge? UC Today).
Surging demand for communication and conferencing solutions, alongside an unprecedented need for remote working are among the top factors driving growth. And, the cloud offers the kind of scalability and cost effectiveness that businesses need in order to meet these demands.
What are the different types of UCaaS?
According to Techradar’s recent article What is UCaaS? Unified Communications as a Service explained: UCaaS can be separated into two main types; either single-tenancy or multi-tenancy solutions. In the single-tenancy design, the customized software platform connects directly to on-premises applications. Whereas, in multi-tenancy, the software is hosted in the cloud. Multi-tenancy typically offers greater reliability at a lower cost.
Top trends in Unified Communications as a Service
The UCaaS market is changing rapidly. Here are some of UC Today’s predictions for where UCaaS is heading in 2020 and beyond:
Rapid cloud adoption
As companies scale, they’re moving from legacy and hybrid infrastructures to the cloud. Barriers to adoption are shrinking, access to plug-and-play solutions like SIP-Trunking from cloud providers solving for the issue of consistently tightening regulatory frameworks. And, the benefits are significant - cloud solutions offer scalability and reliability at lower costs. Businesses also gain the ability to support omnichannel communications, resulting in productivity improvements.
Completing the portfolio
UCaaS solutions are more dynamic than ever before, extending beyond just calling and emails to instant messaging and collaboration tools. This trend will continue, with UCaaS platforms seeking new ways to add value and differentiate their products.
Artificial intelligence (AI)
“The growth of new solutions like CPaaS, APIs, and SDKs means that the potential innovations in UCaaS will be limitless going forward.” We’re likely to see an acceleration in feature enhancements, particularly those that optimize hand-off to a human, like predictive behavioral routing, intelligent assistants and smart IVRs.
Through migrating to SD-WAN, businesses can gain agility, performance and cost benefits. As a result, 2020 will likely see increased deployments of UCaaS platforms that both fulfill internal communications needs and better replace consumer-grade tools that IT has no insight into.
Questions UCaaS Platforms Should Ask a CPaaS Partner
When building your UCaaS platform, there are a number of questions you’ll need to answer to help you choose the right Communications Platform as a Service (CPaaS) provider. You’ll need a communications provider that can easily scale across all of your communications channels.
The right CPaaS provider makes it easy to embed calling, conferencing, messaging, fax, and more.
Do they have direct access to global phone numbers?
The first obstacle to global voice is purchasing phone numbers in target markets — make sure you can get local, national and toll-free numbers. Look for a CPaaS provider with direct access to the primary market’s number supply, as well as embeddable and programmatic number searching.
Do they have their own private infrastructure?
Only facilities-based communications networks and cloud-agnostic telephony engines have the technical capacity to support real-time digital communications at scale. No amount of retrofitting internet or public switched telephone network (PSTN) will result in the clear and global communications modern users demand.
Do they have the right feature set?
Customers will want to leverage the ability to customize communication routes both within and between channels. For example, the handoff from text to call in customer support scenarios. Fully featured numbers, as well as the ability to quickly port numbers and provision messaging and voice, are crucial. Check that your provider empowers your team to be as efficient as possible with clean, easy-to-use APIs and documentation.
Can they provide real time, granular reports?
Nothing can take up more of your time than reporting internally and manually calculating customer invoices. Ensure that your provider captures the data on all calls and messages. Moreover, this information should be available to you in real time, to enable you to generate actionable insights on business decisions, monitor usage and even help train customer support agents.
What are the underlying costs?
Most UCaaS providers price their platform according to a tiered “as a service” model. Therefore, ensuring that the underlying costs from your provider are mapped to your actual usage is imperative. With the movement of all services to the cloud, you should look for a provider that can offer you pay-as-you-go-pricing with the ability to improve your margins as you scale.
Why Choose Telnyx to Support Your Unified Communications Platform?
Private global IP network
Telnyx has a private IP network which allows us to maintain complete control over routing and core communication functionality. With Tier-1 interconnects at major global internet hubs, we ensure your calls get through first time, every time. High-speed connections mean reduced network latency and jitter, as calls avoid the public internet.
The Telnyx infrastructure scales on-demand, enabling customers to provision voice connectivity instantly and with virtually unlimited capacity.
Direct number ownership
By operating with the same regulatory privileges as legacy carriers like AT&T and Verizon, Telnyx retains complete control over our database of millions of local and toll-free phone numbers. This means greater choice and flexibility at significantly lower costs.
Granular control in real time
Through the Telnyx Mission Control portal or API, you can instantly provision local, national and toll-free numbers. Leverage automated porting for complete control over your experience. And, monitor and analyze usage with granular, real-time reporting. Telnyx also offers fully-featured voice and SMS APIs, with SDKs and robust documentation to enable you to embed the features you need into your application, fast.
Best in class support
And, Telnyx support is second to none. Telnyx operates network operations support centers in Chicago and Dublin. So there’s an engineer on call to help you troubleshoot and solve problems, at any time, on any day. Since we own and operate our own network, if the problem is on our end, our support engineers can fix it.
Telnyx also has a dedicated developer slack channel, where you can speak to our NOC team, engineers and product managers—24/7.
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