Any company considering a phone upgrade will likely look at both Voice over Internet Protocol (VoIP) and Unified Communications as a Service (UCaaS). While both offer benefits over a traditional private branch exchange (PBX) phone system, they are not interchangeable. When discussing options with clients, it’s important to be able to break down the differences between and benefits of each clearly and concisely.
First, the differences: The main difference between VoIP and UCaaS is that VoIP is generally about phone calls, while UCaaS is about collaboration through a variety of communication media, including voice, chat, and video. VoIP is simply a voice service featuring inbound and outbound calls, while UCaaS offers comprehensive communications services designed for enterprises looking for streamlined collaboration.
The features of VoIP: VoIP is considered a step up from PBX systems because it uses the existing network infrastructure for the phone line, rather than a separate set of lines. It offers flexibility because a phone can be moved to any location with a live jack. Features include:
- Make and receive calls over an existing internet connection
- Call transcriptions and logs
- Number porting
- Call forwarding and monitoring and dial-in conferencing
- Some VoIP providers offer options for mobile solutions
The features of UCaaS: The VoIP offering is also available with UCaaS, but UCaaS is focused on broader communication and the streamlining of business processes through collaborative tools. For instance, if an enterprise wants to allow for face-to-face calls, UCaaS is the right option because the features encompass video communication. Depending on the specific solution, UCaaS may offer the following:
- Text messaging and chat
- Shared calendars
- Document sharing through joint file storage
- Collaboration for group project management
- Sending and receiving of faxes
One benefit of UCaaS is the ability to access all communications through a single app. For instance, a customer service representative wanting to track the history of a customer complaint before following up on the latest response from the customer can do so with all chat, email, and voice conversations in one location for ease of access.
Considering the cloud: Service providers will want to highlight the benefits that come with all cloud solutions. As a cloud service, UCaaS offers easy scalability, the ability to categorize investments as operating expenses rather than capital expenses, and convenient integration with other software, such as Salesforce.
If you’re looking for unbiased advice and the guidance you need to choose the right solutions at competitive market price points, you’ve come to the right place at Compass Solutions. Contact us to talk more about the best options for enterprise communications.