What is UCaaS (Unified Communications as a Service)?
UCaaS (unified communications as a service) is a cloud-delivered platform that combines business calling, messaging, video meetings and file sharing into one system, replacing separate on-premise tools.
The "unified" part means a single identity and a single administrative surface across channels. One directory, one set of permissions, one place where a new hire is added and immediately has a phone extension, a chat account and meeting access.
The "as a service" part means the provider runs the infrastructure. There is no PBX in a cupboard, capacity is a configuration change rather than a hardware purchase, and upgrades happen without a project.
UCaaS is frequently confused with CCaaS. UCaaS serves the whole organisation for internal and external communication. CCaaS serves a contact centre specifically, adding queueing, agent routing, supervisor monitoring and workforce tools. Many businesses need UCaaS and only some need CCaaS.
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