What is UCaaS and How It Can Help Your Business

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Businesses rely more and more on real time communication to interact with customers and collaborate. The use of telephones, email, fax, and phone routing features paved the way for an advanced form of communicating and sharing data: Unified Communications as a Service (UCaaS).

But, what is UCaaS? Simply put, it’s a cloud-based solution that supports various forms of communication functions and continues to grow in popularity, quickly becoming an essential service for businesses. In fact, according to Grand View Research, the global UCaaS market is expected to reach $344.84 billion by 2028.

In this article, we are going to talk in detail about what UCaaS is and what it can do for your business if you decide to resell it under your own brand.

What Is UCaaS?

Unified Communications as a Service (UCaaS) is a cloud-based solution for delivering unified communications (UC) to organizations. This means that a company can sign up for UCaaS and get all the communications services they need in one solution without investing in the traditional telephonic infrastructure or managing it internally.

Unified Communications as a Service should include:

  • Voice (Telephone)
  • Email
  • Fax
  • Instant messaging
  • Video conferencing
  • File sharing
  • Messaging
  • Contact management

Unified communications constantly evolve because of new technological advancements in the UC landscape. For example, the first UCaaS platform combined tools like messaging, email, voice, and fax all in one.. However, UCaaS has now integrated video conferencing and advanced collaboration tools into the system, offering everything a business needs for efficient and effective communication.

All a user needs to access their UCaaS account is an Internet connection and a preferred device.

How UCaaS Works

A unified communications solution comprises client and server-side components supported by multiple back-end systems or platforms to allow for integrations.

With UCaaS being cloud-based, it eliminates the need for costly hardware and software upgrades that are featured heavily in older in-house communications infrastructure models. However, with UCaaS, you don’t have to hire any IT technicians to install additional VoIP servers, and there is no need for extra phone lines that may require regular maintenance or configurations.

In contrast, UCaaS is cloud-based and supported by your UCaaS provider. All you have to do as a reseller is do what you do best. Sell it to your customers. It’s an easy way to add monthly recurring revenue as you expand your service offerings to support more of your customers’ needs. Your partner will provide all of the technical expertise, phones, and can even take care of the billing for you.

Related: Business Communications Move Fast but You Can Move Faster

Evolution of UCaaS

You or your customers may ask, “What is UCaaS?” While UCaaS may not be something you’re super familiar with, as a reseller, you need to know how to sell it. When more services were integrated into the cloud-based system, UCaaS emerged. Although certain communication implementations could be accessed via the cloud, it became clear that more services would need to be moved to the cloud. The cloud-based strategy to have all unified communications through a single platform became the preferred solution.

UCaaS isn’t always straightforward since it’s constantly evolving. For businesses to compete successfully, they are continuously changing and so are your customer’s needs for flexible and adaptive communication solutions. Traditional communications are rapidly being phased out as more people seek the flexibility provided in the cloud.

How Can UCaaS Help Your Customers?

UCaaS offers several benefits that can help your customers modernize their communications. Among them:

●     Better user experience

●     Richer collaboration

●     Streamlined IT management

●     Promotes remote and mobile working

●     Better productivity

●     Scalability

●     Affordability

●     Tool and app integration

●     Security

A Better User Experience

Employees can access company and client information and communicate with colleagues from any device, wherever they are. This improves productivity, boosts flexibility, and simplifies IT management.

Better Collaboration

UCaaS applications allow employees to connect, share files and work together in real-time using desktop sharing features. This helps them complete projects faster and more efficiently, no matter where they’re located. Team members can also switch between their digital toolset seamlessly.

Streamlined IT Management

UCaaS solutions are easy to set up and manage. They require little or no hardware, ensuring fewer maintenance headaches for your customer’s IT department. They also simplify software updates by eliminating the need for on-premise servers or other hardware. UCaaS providers will manage updates and upgrades automatically.

Promotes Remote and Mobile Working

UCaaS subscription service has provided many organizations with a dynamic and flexible way to improve productivity by allowing employees to work remotely or hybrid. Employees can access the network from anywhere they have an Internet connection. And with SASE (Secure Access Service Edge), companies ensure their data is safe and remote employees have a good connection experience to enhance productivity.

Remote working, which was brought to the forefront due to the COVID-19 pandemic, proved that employees could deliver while working remotely or in a hybrid setting. Remote working has also permitted companies to have global representation without the need for brick-and-mortar locations. UCaaS allows this work method to thrive while keeping communication streamlined and effective.


UCaaS gives you the power to help your customers tap into new communication tools and technologies to match their needs. As their business evolves, they can implement new services and solutions on the same platform. They can add, remove, or update applications and telephony resources. They can also grant or deny access to users while monitoring and analyzing activities and functionality on the platform.

Because the network is in the cloud, any addition or removal of features, users or locations can be done near instantly with no equipment purchases or onsite technical support. 


UCaaS ensures that your customer’s data is protected by offering features like end-to-end encryption for communication channels, protected data centers, and fraud detection and prevention services. SASE provides an extra layer of security to remote workers who may access critical business systems from public WiFi or unprotected devices.

Increased Productivity

Since UCaaS integrates all the tools in one platform, employees can access the technology they need to collaborate and communicate on the same platform. This also means they can spend more time being productive rather than moving from one app to another or experiencing connectivity issues.


UCaaS offers advanced functionality without the need for the addition of any expensive infrastructure, helping customers and resellers save on costly hardware and physical space to store hardware. As the solution is cloud-based, there’s no need to hire technicians to maintain the IT infrastructure. And you don’t have to, either. Your reseller partner will take care of it in the cloud.

Tools and Apps Integration

UCaaS integration supports many business applications such as customer support, customer relationship management platforms (CRMs), and data storage and management. Voice integration with business apps is critical in business as it promotes growth and productivity.

How Can You Choose the Right UCaaS Provider?

Every business has its own unique set of needs. What is UCaaS for your organization? It’s a way to attract and retain customers who need to modernize their communications. By keeping them in-house instead of having them go elsewhere, you can grow your business and your revenue. 

To choose the right reseller partner, you need to understand your customers’ businesses, including their requirements, and what they can accomplish with UCaaS. Sell the value. Then, of course, you must select a technology partner.

Look for a reputable partner that offers Tier 1 products, services and support with an integrated solution for resellers. If you want to impress your customers, you want to be able to white label best-in-class services and support so they have the best experience. Look for a streamlined onboarding process that makes billing easier by integrating with your business system to automate billing. 

Your UCaaS partner should be able to customize a reseller program to fit your business model and your goals. They should meet with you to discuss your business, your customers, and the opportunities to fill in product and service gaps in your existing offerings. You may only want to sell certain products and services, or you may opt to sell them all. Make sure your partner is flexible enough to accommodate your needs.

They should also offer robust training for you to thoroughly understand the reselling model, how to set up your customers with the features they want, and how billing works. The process can take as little as a month if you choose the right partner.

What UCaaS Services Should You Sell?

Every company is different. Some may only need a few services and others want the entire suite. The important thing to remember is that UCaaS can grow with your customers. 

Determine the features that are essential to your customers. There is a tremendous variety of choices, and it can be overwhelming. Your UCaaS partner is there for you, so don’t hesitate to use them as consultants and advisors. 

Here’s a list of essential capabilities that may prove to be essential for your customers:

Voice Services (VoIP)

VoIP is the main reason companies migrate their communications systems to the cloud. VoIP allows users to make or receive calls through various devices, including laptops and mobile, at affordable rates through the internet. They can also make video calls, connect with other users via instant messaging, share documents and media files, and conduct video conferences with multiple participants through VoIP.

Video Conferencing

Depending on their business needs, they may want a unified communications system that includes video conferencing and voice services. This is particularly essential for companies with remote and hybrid employees, but since COVID, it has become a mainstay, even for companies without a distributed workforce. Communicating with clients, partners and other businesses is much more convenient for everyone with video conferencing.

Contact Center Software

If your customer manages a contact center, they’ll need call routing software that enables callers to quickly reach the right person or department. Contact center software helps ensure that all calls are routed efficiently and answered promptly.

Related: Partnering with the Best Provider for Selling UCaaS

How UCaaS Benefits Small Companies

UCaaS is not just for larger businesses. In fact, it is one of the smartest investments a small company can make. A hosted, cloud-based solution will make it easy for them to improve their operational efficiency and employee productivity.

Traditional communication systems require businesses to purchase their hardware and software, pay for maintenance and support, and host their own servers for data storage. This can be prohibitively expensive for many companies. UCaaS allows businesses to use cloud-based solutions without making upfront investments in on-premise infrastructure.

Using a hosted, cloud-based communications service will help them eliminate capital expenditures (CAPEX) and ongoing maintenance costs, freeing up more of their budget for other projects.

They should also see improved employee productivity when their employees have access to unified communications applications like instant messaging and desktop sharing from any device or location.

Join the Future of Business Communication with the Right UCaaS Provider

Now that you know the answer to “What is UCaaS?” you know that these systems are crucial for the future of businesses. No matter the size of the business, UCaaS offers a range of features to help them communicate effectively while saving on operational costs with streamlined IT management and delivering a better user experience.When you partner with a provider like SkySwitch, you can grow your product offering, customer base, and recurring revenue. Get in touch with us today.