UCaaS and cloud-based UC
Unified communications as a service (UCaaS) is a key technology for today's workforce, from voice over IP (VoIP) to video conferencing. Get advice on how to prepare your organization for a cloud migration, stay on top of the latest UCaaS market trends and achieve deployment success of UCaaS architecture.
Top Stories
-
Feature
06 May 2025
UCaaS vs. CCaaS vs. CPaaS: What's the difference?
It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together. Continue Reading
-
Answer
28 Apr 2025
What is a hybrid meeting?
Hybrid work is here for good. Making sure remote and in-office workers have the same meeting experience is a challenge, but the benefits of hybrid meetings can't be dismissed. Continue Reading
-
Answer
28 Apr 2025
What is a hybrid meeting?
Hybrid work is here for good. Making sure remote and in-office workers have the same meeting experience is a challenge, but the benefits of hybrid meetings can't be dismissed. Continue Reading
-
Conference Coverage
18 Apr 2025
Everything Enterprise Connect 2025: News, trends and insights
Check out the latest news and analysis from Enterprise Connect, the largest enterprise communications, CX and collaboration events in North America. Continue Reading
-
News
17 Mar 2025
Cisco makes Webex AI updates widely available
The Cisco AI Assistant in Webex Contact Center and the Webex AI Agent for self-service customer support are now generally available. More AI features are coming. Continue Reading
-
News
17 Mar 2025
Microsoft takes Teams Phone to Dynamics 365 Contact Center
Microsoft's updates for Teams Phone include Dynamics 365 Contact Center integration and Copilot features to improve customer service. Continue Reading
-
News
17 Mar 2025
Zoom advances AI Companion with agentic AI
Zoom's AI Companion improvements include automated tasks, better action item detection and real-time note taking. The new features will be launched in stages through mid-2025. Continue Reading
-
Feature
13 Jan 2025
10 top unified communications providers for 2025
Compare the latest architecture developments, as well as advanced communications and collaboration UC platform features, offered by the leading unified communication providers. Continue Reading
-
Tip
08 Jan 2025
How to evaluate top UCaaS providers and vendors of 2025
Organizations have many considerations to make when adopting UCaaS. Learn how to evaluate key capabilities from top UCaaS providers, including mobility, security and integrations. Continue Reading
-
Tip
17 Dec 2024
5 UC and collaboration trends reshaping the market in 2025
Expect GenAI and agentic AI to dominate unified communications and collaboration trends, plus employees and businesses weigh return-to-office edicts and heightened cyberattacks. Continue Reading
-
Definition
04 Oct 2024
What is contact center as a service (CCaaS)?
Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure. Continue Reading
-
News
03 Oct 2024
Google rebrands contact center tech, adds more AI
Google adds faster, more lightweight generative AI processing as it rechristens CCAI as Customer Engagement Suite. But Google's privacy protocols have been questioned in lawsuits. Continue Reading
-
Tip
06 Sep 2024
7 essential steps to create a contact center RFP
Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision. Continue Reading
-
Report
09 Aug 2024
15 essential contact center features
Today's multifunctional contact centers must cut through the product hype and incorporate software features that meet customer demands for fast, seamless and personalized service. Continue Reading
-
Definition
06 Aug 2024
What is telephony?
Telephony is technology associated with interactive communication between two or more physically distant parties using the electronic transmission of data. Continue Reading
-
Tip
31 Jul 2024
Contact center compliance checklist for modern workforces
A contact center compliance checklist can serve as a starting point for contact center managers as they seek to comply with internal and external requirements. Continue Reading
-
Tip
19 Jul 2024
8 contact center challenges in 2024 and how to overcome them
Multifunctional contact centers must meet the expectations of savvy customers, hire and maintain qualified agents, monetize data, safeguard information and modernize operations. Continue Reading
-
Feature
16 Jul 2024
10 types of contact centers explained
Contact centers are the front line of communication between the enterprise and customers. But no two facilities are alike, so it's best to know which type fits business goals. Continue Reading
-
News
11 Jun 2024
RingCentral pushes AI deeper into sales tech, integrates Teams
Among other new features, RingCentral pushes its RingSense conversational intelligence deeper into the sales market with new integrations, where it meets a crowd of tech competitors. Continue Reading
-
Definition
23 May 2024
unified communications (UC)
Unified communications (UC) is an umbrella term for the integration of multiple enterprise communication tools -- such as voice calling, video conferencing, instant messaging (IM), presence and content sharing -- into a single, streamlined interface, with the goal of improving user experience (UX) and productivity. Continue Reading
-
Tip
17 Apr 2024
AI drives new speech technology trends and use cases
The next generation of AI-based speech technology tools will have much broader, organization-wide impacts. No longer can these tools be viewed in a vacuum. Continue Reading
-
News
09 Apr 2024
Google adds generative AI, video creation to Workspace
The tech giant strengthened its workplace productivity and collaboration platform with new artificial intelligence capabilities and the ability to create videos. Continue Reading
-
News
27 Mar 2024
Zoom spreads AI across collaboration services
Zoom's new AI-powered Workplace enters a market in which enterprises worry about the loss of data control in AI applications spreading across collaboration platforms. Continue Reading
-
Feature
27 Mar 2024
Ultimate guide on enterprise unified communications strategy
When formulating a unified communications strategy, enterprises need to consider several key elements. This step-by-step guide helps businesses plan their UC deployment. Continue Reading
-
Feature
22 Mar 2024
Enterprise Connect 2024 brings AI reality check
The annual business communications conference highlights the trends that are expected to drive UC and CX buying decisions over the next few years. Continue Reading
-
Tip
05 Feb 2024
Strategic benefits of managed UC services
Managed UC services offer several benefits for businesses, including improved network connections, communication software integrations and support for remote work. Continue Reading
-
Feature
01 Feb 2024
10 essential business benefits of unified communications
How can unified communications tools benefit your business? Explore these 10 unified communications benefits to make the best deployment decision for your needs. Continue Reading
-
Tip
26 Jan 2024
On-premises vs. cloud vs. hybrid UC deployment models
When deploying unified communications, organizations need to carefully consider the benefits and drawbacks of on-premises, cloud and hybrid deployment models. Continue Reading
-
Tip
16 Oct 2023
5G UC evens the mobile communications playing field
5G is improving the quality of UC services over mobile networks. Learn the advantages 5G UC offers remote workers compared to 4G LTE networks. Continue Reading
-
Tip
26 Sep 2023
Assess unified communications pros and cons for hybrid work
Unified communications as a service is getting renewed attention as businesses oversee hybrid workforces. Learn what you should know before deploying UCaaS at your operation. Continue Reading
-
News
31 Aug 2023
8x8 releases conversational AI tools for the contact center
The cloud-based UC vendor releases voice technology to enable CX workers to connect self-service and agent-assisted workflows and receive conversation context from voicebots. Continue Reading
-
Quiz
17 Aug 2023
MS-700 practice exam tests Teams phone system knowledge
This practice test for the MS-700 Managing Microsoft Teams exam quizzes readers on how to manage the Teams phone system, from call queues to Direct Routing. Continue Reading
-
Feature
17 Aug 2023
Prepare for Teams admin certification with MS-700 study guide
Learn the administrative responsibilities for the Teams phone system in this excerpt from 'MS-700 Managing Microsoft Teams Exam Guide.' Continue Reading
-
Tip
09 Aug 2023
UCaaS vs. VoIP: What's the difference?
Both UCaaS and VoIP offer some compelling benefits, but which approach works better depends on how your organization is structured. Continue Reading
-
Tip
28 Jul 2023
How to calculate video conferencing bandwidth requirements
Image motion, frame rates and screen resolution often dictate video conferencing bandwidth requirements. Learn four steps to address remote and office video call bandwidth needs. Continue Reading
-
Tip
26 Jul 2023
3 considerations to choose the right communication channel
Workers rely on unified communications as a service to interact with colleagues and external contacts. But knowing which app to use to communicate most effectively is a challenge. Continue Reading
-
Definition
19 Jul 2023
cloud telephony (cloud calling)
Cloud telephony (cloud calling) is a type of unified communications as a service (UCaaS) that offers voice communication services through a third-party host. Continue Reading
-
Definition
27 Jun 2023
What is UCaaS? Unified communications as a service guide
Unified communications as a service (UCaaS) is a cloud delivery model that offers a variety of communication and collaboration applications and services. Continue Reading
-
News
27 Jun 2023
Zoom Rooms' Intelligent Director follows in-room users
The vendor's AI-backed tool uses multiple cameras to capture in-office users' best angles and present them onscreen to boost facetime between participants. Continue Reading
-
News
19 Jun 2023
Avaya prioritizes slow migration from on-prem to the cloud
The longtime contact center vendor aims to rebound from double bankruptcy by focusing on highly regulated customers' needs, such as continuity of some on-premises communications. Continue Reading
-
Feature
05 Jun 2023
Explore UCaaS architecture options and when to choose them
The first step to a UCaaS migration is choosing the deployment architecture. Learn how to choose which UCaaS architecture best suits your organization's needs. Continue Reading
-
Tip
31 May 2023
Top 7 UCaaS features to enhance productivity
UCaaS continues to evolve as more companies use the platform to support meetings, calls and messaging. New features, among them generative AI, could make UCaaS even more important. Continue Reading
-
Tip
31 May 2023
Top 6 UCaaS benefits for businesses
More organizations are recognizing the benefits of the cloud and making the jump to UCaaS. Learn the six business benefits of UCaaS -- and the potential drawbacks. Continue Reading
-
Tip
23 May 2023
3 best practices for a successful UCaaS migration
Migrating to UCaaS requires careful planning to make the transition as seamless as possible. IT leaders can incorporate three best practices into their deployment strategies. Continue Reading
-
News
12 Apr 2023
Cisco provides extra-secure Webex for U.S. government
Cisco will provide a higher-security cloud-based unified communications platform for U.S. national security and defense personnel to monitor classified data, starting in 2024. Continue Reading
-
Feature
30 Mar 2023
Successful hybrid working mixes tech, policy and culture
IT leaders at Enterprise Connect discuss their strategies for successful hybrid working, from transparent team agreements to parity between home and office setups. Continue Reading
-
News
28 Mar 2023
Cisco updates Webex and RoomOS for better video views
The digital communications vendor injects virtual conferencing tech with higher-resolution video, enhanced user detection and AI-backed chat summary features. Continue Reading
-
News
27 Mar 2023
Amazon Chime SDK gets new tools for call analytics insights
The communications service's new call analytics tool set enables users to conduct voice tone analysis to track customer sentiment and send the data to their preferred data lake. Continue Reading
-
News
21 Mar 2023
Vonage's API tools embed video and add bulk messaging
Vonage drops an embedded video conferencing tool that can live on any platform and a mass communication tool to let enterprises customize messages at scale. Continue Reading
-
Answer
28 Feb 2023
How do you build a CPaaS business case?
No matter how big or small the deployment, building a business case for CPaaS is essential to creating a more flexible and controlled communications environment. Continue Reading
-
Tip
27 Feb 2023
The state of PSTN connectivity: Separating PSTN from UCaaS
UCaaS isn't for everybody. Some organizations are keeping their phone systems on premises to maintain control over PSTN access, cut licensing costs and ensure service reliability. Continue Reading
-
News
31 Jan 2023
Zoom adds chatbot virtual assistant to CCaaS offering
The Zoom chatbot uses conversational language and proprietary AI to assist people calling Zoom's contact center as a service. Zoom launched its CCaaS last year. Continue Reading
-
Feature
11 Jan 2023
Top UC and collaboration news of 2022 highlights 4 key trends
Review the 2022 UC and collaboration news highlights to learn about the trends that drove the market, and discover how these trends will influence the market in 2023. Continue Reading
-
Tip
04 Jan 2023
Weighing the pros and cons of asynchronous collaboration
UCaaS vendors are developing tools that let remote workers collaborate on their own time. That flexibility can reap benefits, but what does it do to the value of teamwork? Continue Reading
-
News
03 Jan 2023
Companies focus on UCaaS consolidation
Replacing redundant collaboration tools with a UCaaS platform is the focus of many companies looking to cut unified communications costs as the possibility of a recession looms. Continue Reading
-
Definition
29 Dec 2022
unified communications and collaboration (UCC)
Unified communications and collaboration (UCC) is the collection of technology and software that combines enterprise communication with real-time and asynchronous cooperation capabilities. Continue Reading
-
Tip
10 Nov 2022
Carrier UCaaS services extend cloud communication benefits
UCaaS is becoming more popular as carriers roll out more sophisticated and integrated packages to users. Learn why it might make sense to consolidate your vendors. Continue Reading
-
News
09 Nov 2022
Zoom video, UCaaS offerings draw closer to Teams, Webex
Zoom introduced a slew of features for its UCaaS platform at Zoomtopia, including mail and calendar services and an informal virtual meeting place called Spots. Continue Reading
-
Definition
08 Nov 2022
cloud PBX (private branch exchange)
A cloud PBX (private branch exchange) is a business phone system for connecting employees to a telephone network using a managed service running in the cloud. Continue Reading
-
Tip
20 Sep 2022
3 UC user scenarios influence hybrid work budgets
As IT decision-makers evaluate their hybrid workplace budgets, three end-user scenarios lay the foundation for UC and collaboration technology investments. Continue Reading
-
Answer
26 Aug 2022
UC hybrid models reap benefits but require good planning
Hybrid unified communications is getting more attention as remote working becomes standard at many organizations. But be sure to understand how applications are being delivered. Continue Reading
-
Tip
16 Jun 2022
3 use cases highlight AI and speech recognition evolution
The combination of AI and speech recognition has driven innovation for more advanced capabilities. Explore three applications that highlight the future of speech technology. Continue Reading
-
Tip
12 May 2022
Why a distributed cloud architecture could be a boon for UC
Some organizations are more comfortable in keeping their unified communications on premises. Distributed clouds might be a more attractive alternative. Continue Reading
-
Tip
29 Apr 2022
How the convergence of UCaaS and CCaaS affects businesses
The UCaaS and CCaaS markets began to converge so organizations could handle internal and external communications on one platform. But integration requires planning and consideration. Continue Reading
-
News
22 Apr 2022
Microsoft bolsters Teams Operator Connect options
Microsoft plans to bring more telephone companies into its Teams Operator Connect program. The initiative pairs telcos with integrators experienced with Teams telephony. Continue Reading
-
Feature
21 Apr 2022
UCaaS vendors take on cloud contact center market share
As the UC market matures, vendors are looking for new ways to attract customers. Some vendors have set their sights on CCaaS, but getting executive buy-in could be a challenge. Continue Reading
-
News
05 Apr 2022
Microsoft: Windows 11 features ease hybrid work strain on IT
Microsoft has aimed its latest Windows 11 features at helping IT staff automate updates, secure corporate data and assist workers remotely. Continue Reading
-
Feature
25 Mar 2022
UCaaS vs. CCaaS: What's the difference?
UCaaS and CCaaS feature overlapping communication channels, such as cloud calling and messaging, but CCaaS comes with additional tools that can support a contact center. Continue Reading
-
News
21 Mar 2022
Samsung top user interface available on non-flagship phones
Samsung Galaxy smartphones and tablets will get the One UI 4.1 user interface. The premium UI for the company's flagship phones offers screen sharing while on video calls. Continue Reading
-
News
18 Mar 2022
Enterprise Connect 2022: Solving hybrid work challenges
The latest advancements in collaboration software, UC as a service, contact centers and virtual reality await attendees of this year's Enterprise Connect. Continue Reading
-
News
17 Mar 2022
Cisco adds ML to Meraki cameras to track objects
Cisco's MV Sense is available as a subscription with Meraki MV cameras. Companies can use the service to count boxes in a warehouse or track equipment on a factory floor. Continue Reading
-
News
11 Mar 2022
Google improves Android message management
The latest Android update will sort text messages as business or personal and send reminders for unanswered messages. The update is for devices running Android 6 or higher. Continue Reading
-
News
10 Mar 2022
Apple to launch iOS 15.4 with Tap to Pay, Face ID update
The last update to iOS 15 will include Tap to Pay, a mask-friendly Face ID, a new Siri voice, and the ability to store a driver's license or state ID in Wallet. Continue Reading
-
News
09 Mar 2022
Apple's M1 Ultra delivers more power for creative pros
The latest iteration of Apple's proprietary chip will power the Mac Studio workstation, a replacement for the Mac Pro and the last model to get the M1 series chip. Continue Reading
-
News
04 Mar 2022
HP brings device management to VR headsets
HP's SaaS product lets businesses using HTC and Pico virtual reality headsets track device locations, push application updates, patch devices and set security policies. Continue Reading
-
News
03 Mar 2022
Lenovo unveils an Arm laptop with Microsoft Pluton security
The advanced security in Lenovo's ThinkPad X13s is through Qualcomm's Arm-based Snapdragon 8cx Gen 3 chipset. Lenovo plans to ship the laptop this year. Continue Reading
-
News
02 Mar 2022
RingCentral unveils UCaaS offerings for education
RingCentral plans to launch two UC-as-a-service education products this month. Future UCaaS releases will target other markets, including healthcare and finance. Continue Reading
-
News
17 Feb 2022
Microsoft boosts productivity in Windows 11 through taskbar
The latest Windows 11 update lets video conference participants use the taskbar to mute and unmute audio and share content without opening the Teams app. Continue Reading
-
News
15 Feb 2022
Samsung extends VMware Horizon to second screen
People running VMware’s virtual desktop on Samsung’s smartphones and tablets can access Windows on both the device and an attached monitor to increase productivity. Continue Reading
-
Tip
14 Feb 2022
Reassess enterprise UCaaS deployments in a hybrid workplace
A savvy UCaaS deployment can help companies solve some of the tough challenges associated with keeping employees engaged in a world where they can work from anywhere. Continue Reading
-
News
11 Feb 2022
Microsoft brings parity to OneNote web, desktop apps
OneNote web app users will be able to set a view-only mode, copy and paste objects without changing their format, and perform other functions found in the desktop version. Continue Reading
-
Tip
10 Feb 2022
UCaaS and CCaaS unite as organizations embrace the cloud
The UCaaS and CCaaS markets are converging as vendors and end-user organizations alike integrate cloud-based contact centers with communications platforms. Continue Reading
-
News
09 Feb 2022
Samsung ditches Note, brings S Pen to flagship S series
The Galaxy S22 Ultra combines the Note's writing utensil and size with the S series' camera. The new smartphone has a starting price of $1,200. Continue Reading
-
News
03 Feb 2022
Apple working with Dropbox, Microsoft to fix macOS 12.3
Apple said it will work with Dropbox and Microsoft on the macOS 12.3 problem that prevented their file storage software from running correctly on the upcoming version of the OS. Continue Reading
-
Answer
27 Jan 2022
Pairing SD-WAN, UCaaS together has benefits and challenges
Organizations may combine SD-WAN and UCaaS to gain synergies and avoid multivendor complexities. But the combination of the two technologies can create challenges. Continue Reading
-
News
24 Jan 2022
Microsoft adds voice typing commands, revamps Task Manager
The latest Windows 11 developer build lets people use Voice Access to type characters, add emojis and select text without touching a keyboard or mouse. Continue Reading
-
News
20 Jan 2022
Logitech brings USB device management to home office
Sync, a web-based platform that helps IT make sure devices are up-to-date and working correctly, will now work with at-home devices like webcams and headsets. Continue Reading
-
Definition
11 Jan 2022
instant messaging
Instant messaging, often shortened to IM or IM'ing, is the exchange of near real-time messages through a standalone application or embedded software. Continue Reading
-
News
10 Jan 2022
AMD bolsters security, while Intel ups speed in latest chips
AMD's Ryzen 6000 series includes the Microsoft Pluton security processor, while Intel claims its Core i9-12900HK chip is the fastest mobile processor in the market. Continue Reading
-
Feature
22 Dec 2021
UCaaS for frontline workers poised for adoption 'explosion'
The unified communications and collaboration market has historically neglected customer-facing and field workers. But experts suggest a frontline UCaaS boom could be on the horizon. Continue Reading
-
News
17 Dec 2021
LastPass goes solo, plans to focus on mobile features
After spinning off from LogMeIn, password management firm LastPass plans to grow its business by providing faster feature updates, more mobile options and better customer service. Continue Reading
-
News
15 Dec 2021
Avaya pushes OneCloud customization
Avaya aims to create an ecosystem of customers, developers and partners that use its many integration tools to tailor the OneCloud platform for their individual needs. Continue Reading
-
News
14 Dec 2021
Microsoft gets kudos for bringing OneDrive to Apple M1 Macs
OneDrive will soon run on ARM-based laptops, joining Box, Dropbox and Google storage services. Analysts said the ARM-based laptop market will grow in the coming years. Continue Reading
-
News
08 Dec 2021
Microsoft to increase monthly subscription costs by 20%
Monthly subscribers to Microsoft 365, Dynamics 365 and Windows 365 will have to pay a premium or switch to an annual pricing model starting July 2022. Continue Reading
-
News
02 Dec 2021
8x8 buys Fuze to expand UCaaS customer base
8x8 plans to acquire fellow UCaaS provider Fuze for $250 million as it looks to increase its global reach and accelerate the addition of new features. Continue Reading
-
News
23 Nov 2021
Ericsson to acquire Vonage for 5G development
Ericsson plans to use Vonage's developer community and cloud-based communications platform for 5G software development. The $6.2 billion deal is expected to close next year. Continue Reading
-
Definition
12 Nov 2021
video streaming
Video streaming is a continuous transmission of video files from a server to a client. Continue Reading
-
Tip
24 Aug 2020
Why remote work needs mobile unified communications
As organizations prepare their return-to-work strategies, mobile unified communications is key to ensure consistent access to communications tools, regardless of the user's location. Continue Reading
-
News
24 Jul 2020
Microsoft Teams walkie-talkie launches for frontline workers
Microsoft Teams can now turn your smartphone into a walkie-walkie. The feature recently launched in public preview on Android mobile devices. Continue Reading
-
Answer
26 Jun 2020
How can mobile collaboration support workers in a pandemic?
Mobile collaboration apps help remote workers keep in touch during stay-at-home orders. They are also key to communications flexibility as workers begin returning to the office. Continue Reading
-
Feature
16 Dec 2019
Mobile trends that will flourish and flop in 2020
In this roundup of UC blogs, analysts discuss mobile trends for 2020, how to choose the right digital whiteboard canvas and how video analytics could help retailers. Continue Reading
-
News
14 Aug 2019
Fusion announces improvements to FusionWorks Pro UC
Fusion delivered enhancements to its UCaaS platform, FusionWorks Pro UC, developed on the company's Single Source cloud services platform. Continue Reading