What is UCaaS?

TrueConf delivers a self-hosted and secure UCaaS platform that helps your company quickly transition to work-from-home or hybrid environments with minimum investments. Read our article to learn more about Unified Communications as a Service and learn how this solution can boost your business activities.

What is UCaaS?

Unified Communications as a Service (UCaaS)

Unified Communications as a Service, or UCaaS is any internet-based communication platform that comprises all means of online interaction. It is a great option for transitioning from in-office to distance work mode, while businesses benefit from this solution model to provide their employees with tools for remote collaboration. With cross-platform Unified Communications as a Service solutions, all company devices (PCs, landlines, or smartphones) are connected into a single infrastructure.


Let’s take a look at the components that constitute the name Unified Communications as a Service to fully understand the concept of this solution model:

  • Unified Communications, or UC, is a combination of video conferencing, telephony, instant messaging, and any other tools designed to exchange information. It enables users to take advantage of all existing communications channels and stay in touch anywhere, from any device.
  • As a Service, or aaS indicates that the communication platform is cloud-based. It is the service provider who takes care of solution implementation and maintenance, so no IT and tech support teams are required.

In addition to offering unprecedented freedom of choosing their working area to both employees and entire teams, UCaaS solves a number of problems. There is no more need to install and use several different applications just for communicating with coworkers. From now on, Video conferencing, chat and VoIP can be accessed freely within a single interface.

PBX, indispensable for any company or enterprise before, is being gradually replaced by VoIP. There is no more need for individual landline phones for every single employee. Operating in the cloud, UCaaS guarantees that no earthquake or hurricane can damage the connection and disrupt an important conversation.

Essential UCaaS Functions

  • Audio conferencing. Fully-fledged telephony with alternative call distributing, recording, forwarding and other contact center features.
  • Video conferencing. Point-to-point and group video meetings for real-time communication. Participants (both speakers and attendees) join from their browsers.
  • Chat. Personal and group messaging feature for exchanging texts and files.
  • Remote collaboration tools. Employees can use meeting scheduling, instant messaging, screen sharing and project management tools.

The use of the communication channels in itself becomes faster and easier with this solution model as well. No more complicated settings schemes for call routing - the inbound calls are now distributed in several clicks.

There are UCaaS platforms with Customer Relationship Management tools, aka CRM with customer profiles accessible to all team members - an example of even further integration of communication services with business processes.

How Does UCaaS Work?

Basically, a service provider deploys a platform with a variety of built-in means of communication for a company based on the company’s needs. Email, voicemail, texting, web and video conferencing, phone service, and other tools for data transmission can be integrated in a platform like this. A good and stable internet connection is the only thing you need to take care of, and the provider deals with all implementation, configuration and maintenance processes.

From the user’s point of view, the platform looks like a single application interface with built-in features that can be accessed in a few clicks.

UCaaS uses the following protocols:

  • Voice over Internet Protocol (VoIP) for audio conversion and transmission.
  • Session Initiation Protocol (SIP) for sending and receiving voice messages and alerts.

What are technologies related to UC?

One of main spheres that are directly connected with UC include omnichannel communications and contact center technologies that integrate special tools such as automatic call queues, automated voicemails, auto attendants, live chats etc. The use of UC systems in customer care has proven to improve customer engagement and satisfaction, automate sales processes and reduce costs for hiring dedicated call agents or company representatives.

Another technology that goes in line with UC is Communications Platform as a Service (CPaaS), a set of technologies that let you add communication capabilities into your existing offerings and applications via APIs. Voice, video and chats can be embedded to your business applications to enrich customer communication channels.

UCaaS Pros and Cons

Depending on your goals and business type, UCaaS may have its fors and againsts that should be taken into account before adopting it.


  • All-in-one interface
  • Lower cost compared to conventional PBX
  • Improved team work
  • Scalability and reliability
  • High performance


  • Doesn’t perform well with low bandwidth
  • Complicated setup
  • Arguable data security
  • Cloud server downtime
  • Vendor lock-in

How to Select a UCaaS Provider

The choice of the right service provider is a key to both saving money and obtaining the maximum of indispensable tools for your team. There are a number of factors that will point you in the right direction.

Customer Reviews

Check the vendors’ ratings and reviews of the product you are considering to purchase. Are customers mostly happy or mostly unhappy with the provider in question? What’s in the vendor’s trophy case, are there any respectable companies among its customers?

Customer Service

How does the service provider handle client support? Do they provide 24/7 communication channels for tech support? How busy are their lines? Do they provide hotfixes for software bugs, and, more importantly, do they charge extra fees for troubleshooting?


How does the service provider protect customers’ data? What kind of encryption do they use? In what way are the meetings secured?


What is the solution’s uptime to downtime ratio? Is it susceptible to power outages?


How many data centers are there in your region? Does the provider offer on-demand call center services? Does the platform scale up and down seamlessly?

Feature Set

Take a close look at the packages the service provider offers. Are all the collaboration tools available or would you need to pay extra or to switch to a more expensive plan to be able to cover all your user needs?

Ready to try UCaaS?

TrueConf offers an integrated software solution for audio and video meetings, instant messaging, file sharing, as well as built-in tools for native integration with email services, conference rooms and telephony.


TrueConf Server Key Features

  • 4K video conferences for up to 1,000 participants
  • Integration with PBX, VoIP and PSTN
  • Full integration with Active Directory and company’s IT infrastructure
  • Video meetings for any device: tablets, desktops, smartphones, Smart TV and browsers
  • Full set of collaboration tools
  • APIs for custom integrations

What sets TrueConf Server apart from the other similar options? It’s a security-first solution. TrueConf Server is deployed in a company’s private cloud, which provides an extra level of data security and reliability, along with all the existing features of Unified Communications as a Service solution model.