Assess Your Readiness to Implement UCaaS

Assess Your Readiness to Implement UCaaS

Unified communication as a service (UCaaS) is already here. Find the right solution for your organization, whether it is Teams Phone or another solution.

Analyst Perspective

UCaaS is the solution to the hybrid and remote working world

Hybrid/remote work is a reality and there is little evidence to prove otherwise despite efforts to return employees to the office. A 2023 survey from Zippia says 74% of US companies are planning to or have implemented hybrid work policies. Given the reality of the new ways people work, there’s a genuine need for a UCaaS solution.

The days of on-premises private branch exchange (PBX) and legacy voice over internet protocol (VoIP) solutions are numbered, and organizations are examining alternative solutions to redundant desk phones. The stalwarts of voice solutions, Cisco and Avaya, have seen the writing on the wall for some time: the new norm must be a cloud-based solution that integrates via API with content resource management (CRM), email, chat, and collaboration tools.

Besides remaining agile when accommodating different work locations, it’s advantageous to be able to quickly scale and meet the needs of organizations and their employees. New technology is moving at such a pace that utilizing a UCaaS service is truly beneficial, especially given its AI, analytics, and mobile capabilities. Being held back by an on-premises solution that is capitalized over several years is not a wise option.

John Donovan
Principle Research Director, I&O Practice
Info-Tech Research Group

Insight Summary

Improved integration and communication in a hybrid world
Unified communication as a service (UCaaS) integrates several tools into one platform to provide seamless voice, video, chat, collaboration, sharing and much more. The ability to work from anywhere and the ability to use application programming interfaces (APIs) to integrate content resource management (CRM) and other productivity tools into a unified environment is a key component of employee productivity, whether at the office or remote, or even on mobile devices.

Simplify your maintenance, management, and support
Communication and voice using a cloud provisioner has many benefits and makes life easier for your IT staff. No more ongoing maintenance, upgrades, patching and managing servers or private branch exchanges (PBXs). UCaaS is easy to deploy, and due to its scalability and flexibility, users can easily be added or removed. Now businesses can retire their legacy technical debt of voice hardware and old desk phones that clutter the office.

Oversight on security
The utilization of a software as a service (SaaS) platform in UCaaS form does by design risk data breaches, phishing, and third-party malware. Fortunately, you can safeguard your organization’s security by ensuring the vendor you choose features SOC2 certification, taking care of encryption, firewalls, two-factor authentication and security incident handling, and disaster recovery. The big players in the UCaaS world have these features.

Executive Summary

Info-Tech Insight

Determine your communication and collaboration needs. Evaluate your current use of voice, video, chat, collaboration, sharing, and mobility whether for the office or remote work. Evaluate your security and regulatory requirements and needs. Determine the integration requirements when evaluating top vendors.

The evolution of unified communication

How we moved from fax machines and desk phones to an integrated set of tools on one platform in the cloud

Business drivers for moving to UCaaS

What organizations look to gain or save by moving to UCaaS solutions

Flexibility and scalability
Ability to add/remove users and services as appropriate for changing business needs, allowing for quick adaptation to changing markets.

Productivity
Offering features like messaging, collaboration tools, and video conferencing enables users to be more effective regardless of location and device. May lead to quicker decision making and reduced communication delays.

Cost savings
Eliminating the need for on-premises hardware and software, reducing maintenance and support costs. Predictable monthly billing.

Business continuity
Reducing risks of disruption or disaster. Allowing users to work from anywhere when the physical office is unavailable. Additional features can include disaster recovery and backup services.

Enhanced security
UCaaS providers usually offer advanced security and compliance features including encryption, firewall, intrusion detection, and certifications like HIPAA and SOC 2.

KPIs to demonstrate success

What key metrics should businesses measure to demonstrate a successful UCaaS project?
What improvements are needed?
What can be optimized?

What are the surveys telling us?

Different organizations adopt UCaaS solutions for different reasons

95%

Collaboration: No Jitter’s study on team collaboration found that 95% of survey respondents think collaborative communication apps are a necessary component of a successful communications strategy.
Source: No Jitter, 2018.

95%

Security: When deploying remote communication solutions, 95% of businesses say they want to use VPN connections to keep data private.
Source: Mitel, 2018.

31%

Flexibility: While there are numerous advantages to cloud-based communications, 31% of companies intend to use UCaaS to eliminate technical debt from legacy systems and processes.
Source: Freshworks, 2019.

UCaaS adoption

While many organizations are widely adopting UCaaS, they still have data security concerns

UCaaS deployments are growing

UCaaS is growing at a rate that shows the market for UC is moving toward cloud-based voice and collaboration solutions at a rate of 29% year over year.

Source: Synergy Research Group, 2017.

Security is still a big concern

While it’s increasingly popular to adopt cloud-based unified communication solutions, 70% of those companies are still concerned about their data security.

Source: Masergy, 2022.

Concerns around security range from encrypting conversations to controlling who has access to what data in the organization’s network to how video is managed on emerging video communications platforms.

Info-Tech Insight

Ensure you maintain a robust security posture with your data regardless of where it is being stored. Security breaches can happen at any location.

UCaaS vs. on-premises UC

Main benefits of UCaaS

• Rapid deployment: Cloud hosting provides the ability to deploy quickly.
• Ease of management: It’s no longer necessary for companies to manage communications across multiple platforms and devices.
• Better connection: The communication flow across teams and with customers is faster and easier with phone, messaging, audio and video conferencing available in one place.
• Scalability: Since UCaaS is an on-demand service, companies can scale their communication needs to what’s immediately required at an affordable price.

Info-Tech Insight

There are five reasons you should migrate to UCaaS. They are advanced technology, easily scalable, cost efficiencies, highly available, and security. There are always outliers, but these five criteria are a reliable foundation when assessing a vendor/product.

UCaaS architecture

The 6 primary elements of UCaaS

Unified communications as a service (UCaaS) is a cloud-based subscription service primarily for communication tools such as voice, video, messaging, collaboration, content sharing, and other cloud services over the internet. It uses VoIP to process calls.

The popularity of UCaaS is increasing with the recent trend of users working remotely full or part-time and requiring collaboration tools for their work.

• The main benefit to businesses is the ability to remove on-premises hardware and reduce technical debt.
• Additionally, it removes the need for expensive up-front capital costs and reduces communications costs.
• From a productivity perspective, delivering these services under one platform/service increases effective collaboration and allows instant communication regardless of device or location.

Features available to UCaaS/UC

Must-haves vs. nice-to-haves

Info-Tech Insight

Decide what matters most to the organization when choosing the UC platform and applications. Divide criteria into must-have vs. nice-to-have categories.

Security and UCaaS

• Maintain company integrity
• Enhance data security
• Regulatory compliance
• Reduce risk of fraud
• Protect data for multiple devices

What are the concerns? What is at risk?

• DDoS attacks: Enterprise transactions are paralyzed by flooding of data across the network preventing access
• Phishing: Users are tricked into clicking a URL and sharing an organization’s sensitive data
• Ransomware: Malicious attack preventing the business from accessing data and demanding a ransom for access
• Third-party malware: Software infected with a virus, trojan horse, worms, spyware, or even ransomware with malicious intent

Security solutions in UCaaS

End-to-end encryption is critical

SRTP

• Secure real-time protocol is a cryptographic protocol used to secure voice & video calls over IP networks
• SRTP provides encryption, message authentication, and integrity protection for voice and data packets. Using advanced encryption standard (AES) reduces chance of DDoS attacks

TLS

• Transport layer security (TLS) is a cryptographic protocol that secures data in transit over the internet, protecting from interception and tampering

VPNs and firewalls

• Virtual private networks (VPNs) are used to secure and encrypt connections between remote devices and the network. UCaaS providers can use VPN to secure access from remote locations
• Firewalls are your primary line of defense against unauthorized traffic entering or leaving the network

SIP

• Session initiated protocol (SIP) over TLS is used to initiate and terminate video and voice calls over the internet. UCaaS providers often use SIP over TLS to encrypt and secure SIP messages

SSH

• Secure shell (SSH) is a cryptographic network protocol used to secure remote access and communications over the network. SSH is often used by UCaaS providers to secure remote management and configuration of systems

Info-Tech Insight

Encryption is a must for securing data and voice packets across the internet. These packets can be vulnerable to eavesdropping techniques and local area network (LAN) breaches. This risk must be mitigated from end to end.

UCaaS

Seven vendors competing with Microsoft’s integrated suite of collaboration tools

Zoom

Best for large meetings and webinars

Key features:

• Virtual meetings up to 300 users, up to 1,000 with enterprise version
• Team chat
• Digital whiteboard
• Phone

RingCentral

Best for project management collaboration tools

Key features:

• Video conferencing up to 200 users
• Chat
• Voice calls
• Video polls and captioning
• Digital whiteboard

Nextiva

Best for CRM support, best-in-class functionality and features

Key features:

• Single dashboard
• Chat
• Cospace collaboration tool
• Templates
• Voice and call pop

GoTo Connect

Best for integration with other business apps

Key features:

• Video conferencing up to 250 participants
• Meeting transcripts
• Dial plan

Dialpad

Best for small companies under 15 users

Key features:

• Video meetings up to 15 participants
• AI transcripts with call summary
• Call controls share screen, switch between devices
• Channel conversations with calendar app

WebEx

Only vendor offering real-time translation & closed captioning

Key features:

• Video meetings up to 200 participants
• Calling features with noise removal, call recording, and transcripts
• Live polling and Q&A

Google Workspace

Best for whole team collaboration for docs and slides

Key features:

• Google meet video
• Collaboration on docs, sheets, and slides
• Google chat and spaces
• Calendars with sync updates with Gmail and auto-reminders

Avaya and Cisco

The major players in the VoIP on-premises PBX world have moved to a cloud experience to compete with Microsoft and other UCaaS players

Avaya offers the OneCloud UC platform. It is one of the last UC vendors to offer on-premises solutions. In a market which is moving to the cloud at a serious pace, Avaya retains a 14% share. It made a strategic partnership with RingCentral in 2019 and in February 2021 they formed a joint venture which is now called Avaya Cloud Office, a UCaaS solution that integrates Avaya’s communication and collaboration solution with the RingCentral cloud platform.

With around 33% of the UC market, Cisco also has a selection of UC products and services for on-premises deployment and the cloud, including WebEx Calling, Jabber, Unity Connections for voice messaging, and Single Number Reach for extensive telephony features.

Both vendors support on-premises and cloud-based solutions for UC.

Services provided by Avaya and Cisco in the UCaaS space

Avaya Cloud Office

• Voice calling: Cloud-based phone system over the internet with call forwarding, call transfer, voice mail, and more
• Video conferencing: Virtual meetings for real-time collaboration, screen sharing, virtual backgrounds, video layout, meeting recording, whiteboarding and annotation, and virtual waiting room
• Messaging: A feature that allows users to send and receive instant messages and SMS text messaging on the same platform
• Collaboration: Work together on documents and projects in real time. File sharing and task management
• Contact center: Manage customer interactions across voice, email, chat, and social media
• Mobile app: Allows users to access communication and collaboration features on smartphones and tablets

Cisco WebEx

• Voice calling: Cisco WebEx calling provides cloud-based phone system over the internet including call forwarding, transfer, and voice mail
• Video conferencing: Features include virtual meeting and real-time collaboration, screen sharing, and virtual backgrounds and layouts, highly scalable to large audiences
• Messaging: Features include chat and SMS
• Collaboration: Allows users to work together on docs and projects in real time, including file sharing and task management
• Contact center: Multiple contact center solutions offered for small, medium, and large enterprises
• Mobile app: Software clients for Jabber on cellphones
• Artificial intelligence: Business insights, automatic transcripts, notes, and highlights to capture the meeting

Service desk and contact center cloud options

INDUSTRY: All industries
SOURCE: Software reviews

What vendors offer and what they don’t

RingCentral integrates with some popular contact centers such as Five 9, Talkdesk and Sharpen. They also have a built-in contact center solution that can be integrated with their messaging and video conferencing tools.

GoToConnect integrates with several leading customer service providers including Zendesk and Salesforce Service Cloud They also offer a built-in contact center solution with advanced call routing and management features.

WebEx integrates with a variety of contact center and customer service platforms including Five9, Genesys, and ServiceNow.

Dialpad integrates with contact center platforms such as Talkdesk and ServiceNow as well as CRM tools such as Salesforce and HubSpot.

Google Workspace integrates with third-party contact center platforms through their Google Cloud Contact Center AI offering.

SoftwareReviews

UCaaS comparison table

* Some reported issues around sound and voice quality may be due to network
**Limited to certain plans

Differences between UCaaS and CPaaS

Microsoft Teams Phone

UCaaS for Microsoft 365

Consider your approach to the telephony question. Microsoft incorporates telephony functionality with their broader collaboration suite. Other providers do the opposite.

Microsoft’s voice solution

These options allow you to plan for an all-cloud solution, connect to your own carrier, or use a combination of all cloud with a third-party carrier. Caveat: Calling plans must be available in your country or region.

How do you connect with the public switched telephone network (PSTN)?

Microsoft has three options for connecting the phone system to the PSTN:

Calling Plan

• Uses Microsoft's phone system and adds a domestic and international calling plan, which enables worldwide calling but depends on your chosen license
• Since PSTN Calling Plan operates out of Microsoft 365, you are not required to deploy/maintain on-premises hardware
• Customers can connect a supported session border controller (SBC) via direct routing if it’s necessary to operate with third-party PBX analog devices or other voice solutions supported by the SBC
• You can assign your phone numbers directly in the Teams Admin Center

This plan will work for you if:

• There is a calling plan available in your region
• You don’t need to maintain your PSTN carrier
• You want to use Microsoft's managed PSTN
• No SBC is necessary in your organization
• Teams provides all the features your business needs

Operator Connect

• Leverage existing contracts or find a new operator from a selection of participating operators
• Operator-managed infrastructure, your operator manages PSTN calling services and SBC
• Faster, easier deployment, quickly connect to your operator and assign phone numbers directly from Teams Admin Center
• Enhanced support and reliability, operators provide technical support and shared service level agreements
• Customers can connect a supported SBC via Direct Routing for interoperability with third-party PBXs, analog devices, and other third-party voice solution equipment supported by SBC

This plan will work for you if:

• There is no calling plan available in your region
• Your preferred carrier participates in the Microsoft operator connect plan
• You are looking to get a new operator that enables calling in Teams

Direct Routing

• Connect your own supported SBC to Microsoft Phone System directly without needing additional on-premises software
• Use virtually any voice solution carrier with Microsoft Phone System
• Can be configured and managed by customers or by your carrier or partner (ask if your carrier or partner provides this option)
• Configure interoperability between your voice solution equipment (e.g., a third-party PBX and analog devices) and Microsoft Phone System
• Assign phone numbers directly from Teams Admin Center

This plan will work for you if:

• You want to use Teams with Phone System
• You need to retain your current PSTN carrier
• You want to mix routing – some calls are going via Calling Plans, some via your carrier
• You need to interoperate with third-party PBXs and/or equipment such as overhead pagers, analog devices
• Teams has all the features that your organization requires

For more information, go to Microsoft Teams call flows.

Teams phone architecture

Microsoft offers three options that can be deployed based on several factors and questions you must answer.

Microsoft Teams phone considerations when connecting to a PSTN

• Do you want to move on-premises users to the cloud?
• Is Microsoft's PSTN Calling Plan available in your region?
• Is your preferred operator a participant in the Microsoft Operator Connect Program?
• Do you want or need to keep your current voice carrier (e.g., does an existing contract require you to do so)?
• Do you have an existing on-premises legacy PBX that you want or need to keep?
• Does your current legacy PBX offer unique business-critical features?
• Do all/any of your users require features not currently offered in Phone System?

1. Phone System with Calling Plan

All in the cloud for Teams users

Infrastructure requirements:

*List of countries where calling plans are available: aka.ms/callingplans

2. Phone System with own carrier via operator connect

Phone system in the cloud; connectivity to on-premises voice network for Teams users

Infrastructure requirements:

*List of countries where Operator Connect is available: aka.ms/operatorconnect

3. Phone System with own carrier via Direct Routing

Phone system in the cloud; connectivity to on-premises voice network for Teams users

Infrastructure requirements:

*Unless deployed as an option to provide connection to third-party PBX, analog devices, or other voice equipment for users who are on Phone System with Calling Plans

A Metrigy study found that 70% of organizations adopting MS Teams are using direct routing to connect to the PSTN
Note: Complex organizations with varying needs can adopt all three options simultaneously.

Avoid overpurchasing Microsoft telephony

Microsoft telephony products on a page

Pros:

• The complete package: sole-sourcing your environment for simpler management
• Users familiar with Microsoft will only have one place to go for telephony
• You can bring your own provider and manage your own routing, giving you more choice
• This can keep costs down as you do not have to pay for calling plan services
• You can choose your own third-party solution while still taking advantage of the integrations that make Microsoft so attractive as a vendor

Cons:

• The most expensive option of the three
• Less control and limited features compared to other pure-play telephony vendors
• This service requires expertise in managing telephony infrastructure
• Avoiding the cloud may introduce technical debt in the long term
• You will have to manage integrations and deal with limited feature functionality (e.g. you may be able to receive inbound calls but not make outbound calls)

Why does it matter?

Phone System is Microsoft’s answer to the premises-based private branch exchange (PBX) functionality that has traditionally required a large capital expenditure. The cloud-based Phone System, offered with Microsoft’s highest tier of Microsoft/Office 365 licensing, allows Skype/Teams customers access to the following features (among others):

• PSTN telephony (inbound and outbound)
• Auto attendants (a menu system for callers to navigate your company directory)
• Call forwarding, voice mail, and transferring
• Caller ID
• Shared lines
• Common area phones

Phone System, especially the Teams version, is a fully-featured telephony solution that integrates natively with a popular productivity solution. Phone System is worth exploring because many organizations already have Teams licenses.

Key insights

1. Don’t pay twice for the same service (unless you must). If you already have M/O365 E5 customer, Teams telephony can be a great way to save money and streamline your environment.
2. Consider your approach to the telephony question. Microsoft incorporates telephony functionality into a broader collaboration suite. Other providers do the opposite. This reflects their relative strengths.
3. Teams is a platform. You can use it as a front end for other telephone services. This might make sense if you have a preferred cloud PBX provider.

Sources

“Plan your Teams voice solution,” Microsoft, 2022.

“Microsoft Calling Plans for Teams,” Microsoft, 2023.

“Plan Direct Routing,” Microsoft, 2023.

“Cisco vs. Microsoft Cloud Calling—Discussing the Options,” UC Today, 2022.

“Microsoft Teams Phone Systems: 5 Deployment Options in 2020,” AeroCom, 2020.

Contact Center and Teams integration

Three Teams integration options

If you want to use a certified and direct routing solution for Teams Phone, use the Connect model.

If you want to use Azure bots and the Microsoft Graph Communication APIs that enable solution providers to create the Teams app, use the Extend model.

If you want to use the SDK that enables solution providers to embed native Teams experiences in their App, use the Power model (under development).

Teams phone network assessment

Useful tools for Microsoft network testing and Microsoft Teams site assessment

Plan network basics

• Does your network infrastructure have enough capacity? Consider switch ports, wireless access points, and other coverage.
• If you use VLANs and DHCP, are your scopes sized accordingly?
• Evaluate and test network paths from where devices are deployed to Microsoft 365.
• Open the required firewall ports and URLs for Microsoft 365 as per guidance.
• Review and test E911 requirements and configuration for location accuracy and compliance.
• Avoid using a proxy server and optimize media paths for reliability and quality.

What internet speed do I need for Teams calls?

• Microsoft Teams uses about 1.2 Mbps for HD video calling (720p), 1.5 Mbps for 1080p, 500 kbps for standard quality video (360p). Group video requires about 1 Mbps, HD group video uses about 2 Mbps.

Key physical considerations

• Power: Do you have enough electrical outlets? If the device needs an external power source, how close can you position it to an outlet?
• Device placement: Where will your device be located? Review desk stands, wall mounts, and other accessories from the original equipment manufacturer (OEM).
• Security: Does your device need to be locked in certain spaces?
• Accessibility: Does the device meet the accessibility requirements of its primary user? Consider where it's placed, wire length, and handset or headset usability.

Prepare your organization's network for Microsoft Teams

• Network/Bandwidth requirements: You can probably put together something from these network requirements from Microsoft: https://learn.microsoft.com/en-us/microsoftteams/prepare-network

Plan your Teams voice solution

• https://learn.microsoft.com/en-us/microsoftteams/cloud-voice-landing-page

Check your internet connection for Teams Phone System

• https://learn.microsoft.com/en-us/microsoftteams/business-voice/get-ready-internet
• Microsoft 365 network connectivity test (office.com)
• https://www.microsoft.com/en-us/download/confirmation.aspx?id=103017

Teams Phone Mobile

• https://learn.microsoft.com/en-us/microsoftteams/operator-connect-mobile-plan

UCaaS Activity

Questions that must be addressed by your business and the vendor. Site surveys and questionnaires for your assessment

Activity: Questionnaire

Input: Evaluate your current state, Network readiness
Output: Decisions on readiness, Gaps in infrastructure readiness, Develop a project plan
Materials: UCaaS Readiness Questionnaire
Participants: Infrastructure Manager, Project Manager, Network Engineer, Voice Engineer

As a group, read through the questions on Tabs 1 and 2 of the UCaaS Readiness Questionnaire workbook. The answers to the questions will determine if you have gaps to fill when determining your readiness to move forward on a UCaaS solution.

You may produce additional questions during the session that pertain to your specific business and situation. Please add them to the questionnaire as needed.

Record your answers to determine next steps and readiness.

When assessing potential vendors, use Tab 3 to determine suitability for your organization and requirements. This section may be left to a later date when building a request for proposal (RFP).

Call #1: Review client advisory deck and next steps.

Call #2: Assess readiness from answers to the Tab 1 questions.

Download the UCaaS Readiness Questionnaire here

Critical Path – Teams with Phone System Deployment

Example Ltd.’s Communications Guide

[Insert Organization Name]’s Communications Guide

Related Info-Tech Research

Bibliography

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