Recommended reading: "How to Pick a Unified Communications System"

The pros and cons of a UcaaS solution

Today, we’d like to highlight an excellent resource for organizations considering a unified communications as a service (UcaaS) system. The e-book, titled “How to Pick a Unified Communications System That Kicks Your Competition’s UcaaS,” was written by Blair Pleasant, president and principal analyst of COMMfusion LLC, and a co-founder of UCStrategies.

Defining unified communications as “communications integrated to optimize business processes,” the analysis first looks at why UC is beneficial, outlining both internal and external factors—also outlining the various elements of a UC system such as call control, mobility, and call center features.

The book explains why companies are increasingly turning to hosted VoIP and cloud-based unified communications as a service (UcaaS), reviewing both the pros and cons of the UcaaS options and offering a comparison of premise-based vs. hosted alternatives.

The author also examines UC in the contact center, explaining specific contact center benefits of UcaaS and highlighting the importance of UC integration with customer relationship management (CRM) services such as salesforce.com.

One chapter is devoted to advice on how to pick a UcaaS solution provider, including a list of the minimum features that need to be included with a supplier’s UcaaS. A list of questions for potential vendors is also provided, covering topics such as security and compliance, service level agreements, and deployment practices. The analysis concludes with steps an organization can take to help decide if UCaaS is right for them, outlining the steps to take when starting down the path to UCaaS.

The e-book, sponsored by 8x8, can be found at Webtorials by clicking here.

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