Hosted UCaaS (Unified Communication as a Service) refers to a communication system that uses Voice over IP to provide a Cloud based phone system and messaging systems for business. Often this service is provided by a network service provider as part of an overall network solution. This type of solution provides a business with the ultimate in flexibility as access to "seats" are typically purchased on a monthly basis and can scale up and down as needed. The hosted infrastructure required to provide UC functions (chat, presence, etc.) resides in the data center of the service provider. Your Internet connection to the cloud allows users to access functionality
With scalable "seats", dial tone, and back-end infrastructure all being in the cloud, you are out of the phone system management business. With UCaaS the ongoing investment required to keep the system updated and running stays with the Hosted UCaaS Provider.
Many organizations have begun moving their communications to the cloud, many more are still in the process of figuring out how it can work for them. There has been a palpable push from our clients for an open, unified platform approach. In other words, a hub that welcomes value-added integrations making it possible to personalize applications, and easier to introduce new technologies like artificial intelligence and advanced analytics,
Advocating for UCaaS and CCaaS on a unified cloud platform is not new. But API (Application Programming Interface) and other technology advancements are now enabling tighter integration among applications like chat, voice and video.
This is particularly true with voice solutions for office workers and contact agents. In effect, the lines between UCaaS and CCaaS are blurring. Organizations want them both together from one provider.