Communication solution for a scalable business

Communication comes in many shapes and we delve deeper on whether Unified Communications-as-a-Service (UCaaS) or Voice over Internet Protocol (VoIP) is better. Its safe to say that both have a special role but either way, you get greater capability to enhance the customer experience.

VoIP is often referred to as IP Telephony, IP Phones or “Internet Phones whereas UCaaS, on the other hand is also known as Unified Cloud Communications. Each is a type of technology, and each has a well-defined place in modern business communications. Increasingly, many organisations have clear use cases for unifying their business communications in the cloud and this unlocks the greatest benefits for UCaaS.

Advantages of VoIP

VoIP technology gained popularity mainly thanks to cost savings that they provided. VoIP offers less expensive long-distance phone calls and greater mobility. Your phone number can basically travel with you anywhere that there is an internet connection. That means it is easier to move desks and allows for members of your workforce to travel as needed. Typically, VoIP telephone services includes call forwarding; call monitoring, number porting, call transcriptions, call logs, dial-in conferencing and the option of softphones installed on a computer rather than traditional phone hardware.

UCaaS is better

UCaaS, in addition to offering VoIP services, goes further. It offers a variety of collaboration and communication tools. The basic premise behind the UCaaS is uniting all business communications into a single cloud-based platform that provides a multitude of collaboration options. UCaaS solutions are designed with software integrations at the core, bringing together channels such as text, email, online chat, as well as many internal communication platforms. VoIP makes it possible for UCaaS to deliver on its capabilities. The key to using UCaaS effectively is to focus on the exact solutions you need for your business.

A good UCaaS solution will combine high-tech telephony with video conferencing and collaboration tools. It allows you to easily switch between communication channels like voice, text, and messaging.

As a subscription-based service, where you pay monthly, a business eliminates costly equipment and installation costs, as well as ongoing maintenance costs for communications by using services like Etisalat’s UCaaS solutions as part of its Business Edge packages.

UCaaS provides increased flexibility. It allows businesses to be more agile in how they approach customers with the goal of enhancing the customer experience. It also provides the ability to communicate with managers, co-workers, and customers in real-time to get assistance and deliver a better customer experience, enhancing collaboration.

Crucially, in the pandemic era of hybrid working environments, UCaaS enables and unifies a remote workforce. It makes it possible to set up remote teams as well as distributed teams to establish a well-functioning virtual call centres. Multiple communication channels bring data from various sources into a single source, where multiple employees can access customer contact information and call history at the same time, creating efficient workflows.

Cloud-based solutions usually offer an open API that makes it easy to integrate customized business tools for your business without having to build a back-end infrastructure.

UCaaS and VoIP systems are scalable, which means you can add or remove connections to accommodate business gth or seasonal workflows.