Company communication structures have changed over the last three years. More people work from remote locations, often on personal devices, which makes corporate communications inconsistent. Nearly three-quarters of businesses are adopting a hybrid environment. However, many organizations need more technology to deliver an effective solution. Almost 50% of employees indicated that lacking digital tools was the number one impediment to remote work.
Hybrid work environments are necessary for businesses struggling to attract and retain employees. Organizations must look at their tech stack for a hybrid workplace as they continue their digital transformation. Not only must they offer remote work options, but they must deliver tools that foster connections and collaboration.
A recent survey found that 64% of employees would consider leaving their employer if required to return to the office full-time. A 2022 survey found that remote work policies were a deciding factor for most job applicants. It ranked third after increased wages and career advancement. Businesses that want to attract and retain employees must create a hybrid work environment that includes the tools needed to communicate.
Companies lack the expertise and the time to navigate the world of telephony, video conferencing, and mobility. Deciding on individual solutions requires an understanding of functionality and compatibility. Many organizations do not have the time to find the best single-source solution.
Managed service providers with a UCaaS solution can offer integrated communication services to organizations of all sizes. With a comprehensive solution, MSPs can extend their product offering to include tools 75% of enterprises plan to purchase in the next 12 months.
What is UCaaS?
UCaaS is a unified communications model that supports the following functions:
- Enterprise telephony
- Unified messaging
- Instant messaging
The provider delivers the cloud-based service for a recurring subscription charge. The service is multi-tenant with portals for managing, provisioning, and monitoring communications.
Why Companies Want UCaaS
For businesses to work effectively and efficiently in a post-pandemic world, they need communication solutions that enable their employees and customers to connect and collaborate from any location, anytime, on any device. They want tools that work together to deliver seamless communications that can scale while staying within budget.
A white-label UCaaS solution enables MSPs to deliver the communication solutions that organizations want under their brand instead of a third-party solution. White-label UCaaS enables MSPs to offer a unified communication platform as an umbrella solution under their brand. When MSPs brand UCaaS solutions, they strengthen their relationship with their customers. A UCaaS solution allows MSPs to deliver the following benefits to their customers.
Single Solutions Simplify Operations
UCaaS means a single solution for communication applications such as messaging, voice, and video. Whether employees are in the office, at home, or on the road, the same features are available anywhere there’s an internet connection. Staff does not have to learn different tools in or out of the office.
A unified platform reduces training, saving time and money. Productivity stays high when employees change their work location. With a single platform, businesses gain flexibility while streamlining operations.
Scalability Enables Growth
Cloud-based UCaaS platforms allow customers to only pay for the services they use. As businesses grow, they can add lines, functionality, or features. It’s a simple process to add or subtract connections.
Changes are handled quickly—no need to schedule installation time or pay for disconnection fees. MSPs can increase customer satisfaction by providing a solution that meets their needs and stays within budget.
UCaaS Saves Money
Economic uncertainty across global markets has companies of all sizes looking to curb spending. Purchasing communication equipment is one less expense customers have to consider when they move to a UCaaS solution. The cloud solution minimizes hardware investment and software updates.
Customers do not have to factor software updates into their work schedule or be prepared for disruptions if updates fail. The platform provider takes responsibility for maintaining the system. Clients do not need to hire staff or consume resources to keep the solution working 24/7/365.
Integrates with Existing Technology
Communication is a foundational component of any organization. Integrating a UCaaS platform with other solutions, such as customer relationship management systems or collaboration tools, can improve productivity. Data can be shared so employees can organize their calendars and maintain their work schedules.
Applications can use APIs to integrate with UCaaS solutions, so whatever productivity, project, or meeting tools are used can be accessed seamlessly. Consolidating data through a communications platform facilitates reporting and data analysis, making actionable insights possible.
Mobile workforces need to stay in touch. A communications platform shouldn’t limit where, when, or how employees connect. Whether it’s voice or video, Apple or Android, people need to communicate with customers or coworkers no matter where they are located. UCaaS delivers the flexibility companies need to support their mobile workforce.
UCaaS solutions enable MSPs to offer their customers control and insight into their communication network. They can leverage accountability and productivity tools to evaluate metrics to ensure business objectives are being met. MSPs can help clients manage their mobile employees.
MSPs can increase customer satisfaction by delivering unified communication applications. Businesses are looking for ways to improve their hybrid work environments for efficiency. They also face uncertain economic growth and need a scaled solution to meet their operational and financial needs. With a UCaaS platform, MSPs can be part of delivering a solution to their clients.
What to Look for in a White-Label UCaaS Partner
The UCaaS market is projected to have a compound annual growth rate (CAGR) of 14.3% from 2022 through 2028. North America – specifically the United States – will be the largest market during this period. MSPs’ growth potential depends on delivering an exceptional customer experience and product. That’s why MSPs should look at the following when evaluating potential UCaaS partners.
Crucial Core Functions
Any UCaaS platform should offer the following functionality:
- Hosted PBX
- Instant messaging and presence
- Web and video conferencing
- Customer portals
The customer-facing features should allow MSP branding. The solution should also provide management solutions that help MSPs to manage their offerings. For example, does the solution include support features such as the following:
- Payment processing
- Trouble ticketing
UCaaS providers should have an integrated platform that helps MSPs manage the hosted solution, such as multi-tenancy.
In addition to core capabilities, a UCaaS provider should offer support for the following:
- Installation and Management Training. MSP staff should be trained on how to install, set up, and administer the solution. Training should be more than how to support and troubleshoot the system.Documentation and self-service resources should be available to reduce dependency on the UCaaS provider.
- Sales and Marketing. Providers should offer sales support, including marketing and sales materials. Can this content be branded? Will sales training be available? Will staff be available to help with quoting and ordering?
- Customer Service and Support. Is training provided for customer service? Can support information be branded? The platform provider should have a defined process for reporting problems and receiving support. How is troubleshooting handled?
- End User Training. Who is responsible for end-user training? Does the provider have training materials, and can they be branded? Will the information be updated?
UCaaS providers must offer more than a technical solution if MSPs are to be successful in providing unified communication solutions to their customers. MSPs need training and support to ensure an exceptional customer experience.
Skyswitch offers a white-label UCaaS platform that meets the needs of MSPs and their customers. Our solution provides the features customers want with the tools that MSPs need to deliver an exceptional customer experience. Contact us to start growing your business.