Top 9 Unified Communication as a Service Providers
By Silvana Lucido-Balestrieri
| 2. October 2024 |
Phone system, Business Phone System
By S. Lucido-BalestrieriSilvana Lucido-Balestrieri
| 2 Oct 2024 |
Phone system, Business Phone System
    By S. Lucido-BalestrieriSilvana Lucido-Balestrieri
    | 2 Oct 2024
    Phone system, Business Phone System

    Top 9 Unified Communications as a Service Providers for 2024

    The global unified communication as a service market is expected to reach around USD 433.29 billion by 2034, with an impressive growth rate of 18% from 2024 to 2034*.

    This explosive surge shows the rising demand for seamless, cloud-based communication solutions that keep businesses connected and agile. However, as the competition heats up, choosing the right provider becomes more challenging.

    In this article, we explore the top 9 UCaaS providers for 2024, breaking down the leaders driving this innovation and helping you decide which service best suits your organization’s needs.

    Key takeaways:

    • Unified Communications as a Service (UCaaS) combines different communication tools like voice calls, video conferencing, and messaging into a single, cloud-based platform. This unified system helps streamline internal communication, saving time and improving overall productivity by reducing the need to switch between different apps or tools.
    • The UCaaS market offers a range of providers, each specializing in different features. For example, CloudTalk is ideal for remote teams seeking high-quality voice calls and a user-friendly interface.
    • When choosing a UCaaS provider, ensure it fits your current and future needs, can scale with your business, has good customer support, and is easy to set up.

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    What Is Unified Communication as a Service (UCaaS)?

    UCaaS, or Unified Communications as a Service, or Unified Cloud Communications, combines different communication tools (such as calls, video calls, messages, etc.) into one place or cloud-based platform. Users can avoid constantly switching tools by integrating everything into a single system, saving time and improving productivity.

    Additionally, users can access these services through various devices: phones, computers, and even tablets.

    While CCaaS sounds very similar to UCaaS, it plays a different role within a company. CCaaS stands for Contact Center as a Service and is used by companies to streamline and enhance customer support. UCaaS, on the other hand, is primarily used for internal communication.

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    9 Top Unified Communications as a Service Providers in 2024

    Here’s a list of the 9 leading Unified Communications providers we’ll cover in this article, along with their main strengths:

    1. Cloudtalk: Best for Call Quality
    2. RingCentral: Best for Video Capabilities
    3. 8×8: Best for Analytics
    4. Vonage: Best for VoIP Capabilities
    5. GoTo Connect: Best for Cloud Phone Flexibility
    6. Nextiva: Best for Customer Service
    7. Dialpad: Best for Voice Intelligence Capabilities
    8. Cisco Unified Communications Manager: Best for Security
    9. Zoom: Best for Ease of Use

    Before we get into the specifics, take a look at the summary in the table below:

    8 companies
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    Aspect

    Key features

    Why it stands out

    What’s missing

    Pricing

    Ideal for

    Cloudtalk

    Mobile app, IVR.

    High call quality.

    Limited video features.

    From $25/user/month.

    SMBs and remote teams.

    RingCentral

    SIP Trunking, Call Recording.

    Video capabilities.

    Add-ons for some features.

    From $20/user/month.

    Mid-sized to large Businesses.

    8×8

    Call Center Mgmt, Analytics.

    Advanced analytics.

    Limited global calling/SMS.

    Quote-based.

    Mid-sized to large Businesses.

    Vonage

    Auto-attendant, CRM integrations.

    Visual voicemail.

    High prices with hidden fees.

    Quote-based.

    SMBs.

    GoTo Connect

    Internal chat, video conferencing.

    Flexibility with calls from any device.

    Limited integrations.

    From $26/user/month.

    SMBs and growing companies.

    Nextiva

    Unlimited calls, mobile apps.

    24/7 customer service.

    Missing key integrations.

    From $20/user/month.

    Businesses of all sizes.

    Dialpad

    AI analytics, call routing.

    Voice intelligence.

    Limited SMS, fewer integrations.

    From $20/user/month.

    SMBs.

    Cisco

    Call routing, visual voicemail.

    Strong security features.

    Complex and costly licensing.

    $135/user for <1,000 users.

    Large enterprises.

    Zoom

    Video meetings, team chat.

    Intuitive interface.

    Limited VoIP phone features.

    From $13.32/user/month.

    SMBs.

    #1 CloudTalk

    Key features

    Why Cloudtalk stands out

    CloudTalk stands out in global communication solutions due to its high call quality, extensive international reach (160+ international numbers), user-friendly design, robust integrations, and comprehensive features. These attributes make it a preferred choice for businesses aiming to improve their global communication strategies.

    What is CloudTalk missing

    CloudTalk has limited video features, as its primary focus is voice calling. It may be a drawback for users seeking a comprehensive video calling solution. 

    Pricing

    Starting from $25/user per month, billed annually.

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    #2 RingCentral

    Key features

    Why RingCentral stands out 

    RingCentral provides high-quality video with 720p for participants and 1080p for shared content, ensuring clear communication. Additionally, it supports up to 200 participants in a single meeting, making it ideal for large-scale video conferences.

    What is RingCentral missing

    The Call Recording tool and Toll-free numbers are only available as add-ons for an additional cost. 

    Furthermore, RingCentral’s implementation can take as much as 90 days and involves an implementation fee. 

    Pricing

    Starting from $20/user per month, billed annually.

    #3 8×8

    Key features

    Why 8×8 stands out 

    8×8 has built an excellent analytics system that tracks large-scale business processes, centralizing data for better team organization and faster workflows, with real-time reports. It also integrates seamlessly with tools like Salesforce, Slack, and Microsoft Teams.

    What is 8×8 missing

    If your business operates globally, you should consider that unlimited calling on the basic Express plan is limited to the US and Canada. Additionally, the SMS feature works only within the US, and 8×8 doesn’t cover costs for mobile numbers in Brazil.

    Pricing

    Quote-based plans.

    #4 Vonage

    Key features

    • Auto-attendant
    • CRM integrations
    • Voice and video conferencing
    • Call forwarding services

    Why Vonage stands out 

    Vonage offers advanced features like Visual Voicemail, which sends voicemail transcripts to your email, and the Vonage Extensions app, letting you make calls from your mobile phone using your home phone plan. You can also manage call settings and notifications easily through a simple interface.

    What is Vonage missing

    Vonage has taken advantage of its reputation by charging more for its services than similar Unified Communications as a Service providers. Additionally, Vonage’s pricing includes hidden fees that make the service more expensive than anticipated. It can be a major drawback for small businesses needing to manage their resources carefully.

    Pricing

    Quote-based pricing.

    UCaaS vs CCaaS: Find the right fit

    #5 GoTo Connect

    Key features

    • Internal chat capabilities for team collaboration.
    • SMS texting.
    • Video conferencing.
    • Powerful mobile app.

    Why GoTo Connect stands out 

    GoTo Connect is best for cloud phone flexibility because it lets you make and receive calls from any device, whether you’re in the office, at home, or on the go, making it perfect for remote or hybrid work setups. Moreover, users can create unlimited phone extensions, making it easy to customize call routing and management without extra costs. This feature is especially helpful for growing businesses that need to quickly adjust to changing needs

    What is GoTo Connect missing

    One of the first downsides users will notice when using GoTo Connect is the solution’s lack of integrations. Furthermore, GoTo Connect’s AI features are reportedly still in beta, lagging behind competitors who offer more advanced AI-powered productivity tools, such as Automatic Summaries and Call Transcription.

    Pricing

    Starting from $26/user per month, billed annually.

    #6 Nextiva

    Key features

    • Unlimited calling.
    • Video conference recordings.
    • Mobile & desktop apps.
    • Workflow optimization.

    Why Nextiva stands out

    Nextiva stands out for its exceptional 24/7 customer service, with users praising the knowledgeable and responsive support team. Additionally, the NextivaONE softphone app is noted for its sleek, user-friendly design, making it easy to manage tasks like adding users and handling devices.

    What is Nextiva missing

    Although Nextiva is a popular unified communications solution, there are a few issues to consider. It lacks certain key integrations, such as Slack and Zapier, which could limit connectivity with other systems. Moreover, many users find Nextiva’s prices high, especially for small businesses.

    Pricing

    Starting from $20/user per month, billed annually.

    #7 Dialpad

    Key features

    Why Dialpad stands out 

    Dialpad‘s main advantages are voice intelligence and uptime, which are between 99% and 100%. You’ll get conference video calls, Sentiment Analysis, voicemail transcriptions, call tracking metrics, Speech-to-Text for an automatic call recording, and much more. 

    What is Dialpad missing

    Dialpad has a few limitations to consider. SMS messaging is restricted to the US and Canada, although this feature is expected to launch in the UK soon. Its integration options are also more limited compared to some competitors. Additionally, the Dialpad mobile app lacks advanced features, only allowing users to manually dial phone numbers, which may be a drawback for those seeking more functionality.

    Pricing

    Starting from $20/user per month, billed annually.

    #8 Cisco Unified Communications Manager (CUCM)

    Key features

    Why Cisco stands out 

    Cisco Unified Communications Manager (CUCM) is valued for its strong security features and compliance with industry certifications, ensuring secure communication across various sectors. It also provides a complete collaboration infrastructure, supporting IP telephony, video calling, unified messaging, and instant messaging. This makes CUCM a reliable, all-in-one solution for seamless communication and collaboration.

    What is Cisco missing

    Users highlight concerns with its licensing model and costs, especially the shift to subscription-based pricing, limiting smaller clients. Additionally, CUCM’s complexity often requires organizations to hire skilled engineers, as managing the system involves a steep learning curve. These factors make it challenging for smaller businesses to adopt and maintain CUCM effectively.

    Pricing

    CUCM pricing is based on a per-user licensing model, with costs depending on the number of users. For organizations with fewer than 1,000 users, the Basic Single User license is priced at $135 per user

    #9 Zoom

    Key features

    • Unlimited one-on-one and group meetings in all Zoom plans
    • Up to 1,000 third-party integrations.
    • User-friendly interface.
    • Team chat/instant messaging.

    Why Zoom stands out 

    Users consistently praise Zoom for its intuitive interface and ease of use, with quick connection times across desktop, web, and mobile apps. Zoom offers a complete set of communication tools, including video conferencing, team chat, VoIP phone service, webinars, and a virtual whiteboard. This integration allows users to manage all their communication needs within a single platform, simplifying the experience and reducing complexity.

    What is Zoom missing

    While Zoom offers VoIP phone service, some users may find it less feature-rich compared to dedicated business phone systems. Additionally, advanced business phone features are only available in higher-tier plans, which could be a limitation for smaller organizations or those on lower-priced plans.

    Pricing

    Starting from $13,32/user per month, billed annually.

    How to Choose the Right UCaaS Provider?

    If you’re still unsure which provider to choose from the list, here are 4 key tips to help you decide:

    #1 Keep Your Business Needs in Mind

    The first step is to assess your organization’s communication requirements, both short-term and long-term. Think about the tools you already use, such as video conferencing, instant messaging, or file sharing.

    For example, if you primarily work remotely, you should prioritize a provider that offers high-quality calls. With Cloudtalk, we guarantee 99.9% uptime and are a registered operator in multiple countries. It helps us take control over multiple aspects of phone call quality.

    #2 Look for Scalability and Flexibility

    Choose a provider that can scale and grow with you. As your business expands, you’ll need to add more users and features without complications.

    For instance, with Cloudtalk’s flexible plans, you can add or reduce users with just a few clicks and easily upgrade your plan if you need more advanced features.

    #3 Evaluate Customer Support

    Technical support is crucial to ensure that the UCaaS solution runs smoothly without interruptions. Opt for providers that offer 24/7 customer support through various channels, such as phone, chat, and email.

    At Cloudtalk, we offer 24/7 human customer support with a response rate of under 1 minute. If you have any issues, you can relax knowing that we’ll help you very quickly.

    #4 Consider Ease of Implementation

    A smooth onboarding process minimizes downtime and reduces the burden on your team, letting your employees adapt to the new system faster and with fewer disruptions. It is especially important if you want to ensure that communication tools are up and running without hindering daily operations.

    With Cloudtalk, you can implement the system in less than 24 hours, and the interface is very easy to use. Additionally, we offer weekly training sessions to address any questions you may have in real-time.

    Unify Your Remote Teams with One Simple Solution

    With the rise of remote work, Unified Communications as a Service (UCaaS) has become essential. Cloud-based platforms let you integrate voice, video, messaging, and collaboration tools into one system, ensuring teams stay connected no matter where they are. 

    Among the top UCaaS providers for 2024, CloudTalk excels in delivering high-quality voice calls and an intuitive interface, making it a perfect fit for remote teams.

    Ready to streamline your communication? Try CloudTalk today.

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    Sources

    FAQs

    What is unified communication?

    Unified communication (UC) is the integration of various communication tools—such as voice, video, instant messaging, and conferencing—into a single platform.  It includes real-time methods like calls and video chats, as well as non-real-time ones like email and voicemail. The main goal is to make communication smoother and easier, improving productivity by allowing users to switch between tools seamlessly in one place.

    How does UCaaS work?

    UCaaS (Unified Communications as a Service) is a cloud-based delivery model for communication tools. Users access services such as voice calls, video conferencing, and messaging over the internet, without the need for on-premise hardware. The provider manages the infrastructure and updates, while users benefit from flexibility, scalability, and reduced IT overhead.

    What are the types of UCaaS architectures?

    There are two main architectures:
    Single-tenant: Each organization has its own dedicated environment and infrastructure, offering greater customization and control.
    Multi-tenant: Multiple organizations share the same infrastructure, which is more cost-effective and easier to maintain but offers less customization.

    What are the benefits of UCaaS?

    UCaaS provides numerous benefits, including:
    Save costs: No need for expensive hardware or maintenance
    Scale easily: Effortlesly add or remove users as needed.
    Gain flexibility: Access communication tools from anywhere with an internet connection.
    Centralize management: All communication tools are integrated into one platform, making them easier to manage.

    What is the difference between UCaaS vs. CCaaS vs. CPaaS?

    UCaaS (Unified Communications as a Service): Focuses on providing unified  internal communications, like voice, video, and messaging, in a cloud-based platform.
    CCaaS (Contact Center as a Service): Tailored for customer support centers, handling calls, emails, and chats from clients.
    CPaaS (Communication Platform as a Service): Provides APIs for developers to integrate communication features, such as messaging or video calls, into their own applications.

    How to implement UCaaS, step by step?

    To implement UCaaS in your business, follow these steps:

    1. Assess your organization’s communication needs and define key features.
    2. Research and select a UCaaS provider that aligns with your requirements.
    3. Plan the integration process, considering current systems and network capacity.
    4. Train employees on the new platform and ensure they are familiar with its features.
    5. Migrate data and users to the new system.
    6. Monitor system performance and optimize as needed post-implementation.

    How much does UCaaS cost?

    The cost of UCaaS can vary depending on the provider and the services included. On average, it ranges from $15 to $50 per user per month. Costs can increase with additional features such as advanced analytics, security, or integrations with other software.

    What is the process for migrating to UCaaS?

    Migrating to UCaaS typically involves several steps:
    1. Evaluate: Assess your current communication systems and identify gaps.
    2. Select a provider: Choose a UCaaS provider that meets your needs.
    3. Plan: Create a migration plan that includes timelines, testing, and backup strategies.
    4. Implement: Gradually migrate users and data, ensuring minimal service disruption.
    5. Train your team: Provide training sessions to help employees transition smoothly.
    6. Optimize: After migration, monitor performance and adjust settings as needed.

    What are the differences between “UCaaS” and “VoIP”?

    VoIP focuses on internet-based voice communication, offering basic features like call routing and voicemail. UCaaS, on the other hand, provides a complete communication platform that includes VoIP, video conferencing, messaging, and file sharing, all managed in the cloud without the need for on-premises equipment.

    What are the 3 main components of unified communications?

    The three primary components of unified communications are the following:
    Voice communication: Including VoIP, telephony, and call management features.
    Messaging: Instant messaging, SMS, and email.
    Video conferencing: Video calls, webinars, and virtual meetings.