Best UCaaS Platforms

Priya Patel
PP
Researched and written by Priya Patel

UCaaS, or unified communications as a service, software serves as a communication and collaboration hub for organizations. These tools provide features such as VoIP, instant messaging, video conferencing, and other collaboration tools in a singular, cloud-based platform. UCaaS platforms can connect entire enterprise businesses, facilitating rapid, streamlined communication and decision-making with varying functionality offered in one product. While the U in UCaaS stands for unified, not universal, the goal of these platforms is to bring all corporate person-to-person communication methods under one umbrella.

UCaaS products offer features provided by collaborative point solutions such as VoIP software, video conferencing software, internal communications software, and other team collaboration software types. While businesses could purchase each one of these solutions separately, a UCaaS platform can potentially supply the features of them all in a more malleable package. The integrated nature of these platforms enables users to monitor and receive alerts via one medium.

While UCaaS products provide extensive functionality themselves, many will integrate with outside content management systems or contact center software depending on the specific use case of the organization in question. However, it is extremely uncommon for UCaaS to provide discrete email capabilities, and typically leverages whatever email system the business uses to handle messaging and coordination in that channel.

To qualify for inclusion in the UCaaS category, a product must:

Be a cloud-based collaboration and communication platform
Supply VoIP, video conferencing, business messaging, and file sharing
Provide cross-channel functionality
Offer additional collaboration and communication tools natively
Be flexible enough to incorporate new communication channels as they are developed

Best UCaaS Platforms At A Glance

Best for Small Businesses:
Best for Mid-Market:
Best for Enterprise:
Highest User Satisfaction:
Best Free Software:
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Best for Enterprise:
Highest User Satisfaction:
Best Free Software:
G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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155 Listings in UCaaS Platforms Available
(18,248)4.2 out of 5
5th Easiest To Use in UCaaS Platforms software
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Entry Level Price:$0.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Webex Suite is an all-in-one, AI-powered collaboration suite built to increase productivity and maximize teamwork in today’s hybrid work. With 8 powerful individual workflows – Meetings, Messaging, Ca

    Users
    • Software Engineer
    • Consultant
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 51% Enterprise
    • 31% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Webex Suite Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,371
    Video Conferencing
    662
    Reliability
    602
    Communication
    589
    Screen Sharing
    581
    Cons
    Limited Features
    268
    Audio Issues
    246
    Slow Loading
    222
    Glitches
    204
    Internet Connectivity
    196
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Webex Suite features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.8
    9.0
    Tenancy Flexibility
    Average: 8.8
    9.1
    Video Conferencing
    Average: 8.8
    8.8
    Native VoIP
    Average: 8.9
  • What G2 Users Think
    Expand/Collapse What G2 Users Think
  • User Sentiment
    How are these determined?Information
    These insights are written by G2's Market Research team, using actual user reviews for Webex Suite, left between January 2022 and May 2022.
    • Reviewers appreciate the high quality audio and video quality received from Webex App.
    • Reviewers note that the user interface is simple and easy to use.
    • Some reviewers find the screen sharing functionality to be easier to use than other video conferencing tools.
Product Description
How are these determined?Information
This description is provided by the seller.

Webex Suite is an all-in-one, AI-powered collaboration suite built to increase productivity and maximize teamwork in today’s hybrid work. With 8 powerful individual workflows – Meetings, Messaging, Ca

Users
  • Software Engineer
  • Consultant
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 51% Enterprise
  • 31% Mid-Market
Webex Suite Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,371
Video Conferencing
662
Reliability
602
Communication
589
Screen Sharing
581
Cons
Limited Features
268
Audio Issues
246
Slow Loading
222
Glitches
204
Internet Connectivity
196
Webex Suite features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.8
9.0
Tenancy Flexibility
Average: 8.8
9.1
Video Conferencing
Average: 8.8
8.8
Native VoIP
Average: 8.9
User Sentiment
How are these determined?Information
These insights are written by G2's Market Research team, using actual user reviews for Webex Suite, left between January 2022 and May 2022.
  • Reviewers appreciate the high quality audio and video quality received from Webex App.
  • Reviewers note that the user interface is simple and easy to use.
  • Some reviewers find the screen sharing functionality to be easier to use than other video conferencing tools.
(55,434)4.6 out of 5
Optimized for quick response
3rd Easiest To Use in UCaaS Platforms software
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Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zoom Workplace brings communication, employee engagement, spaces, and productivity solutions together on a single platform with Zoom AI Companion capabilities woven throughout. Streamline communicatio

    Users
    • Owner
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 51% Small-Business
    • 31% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Zoom is a software application used for video sessions, conferences, and virtual meetings, with features such as screen sharing, recording, and integration with other tools.
    • Users frequently mention the ease of use, clear audio and video quality, robust performance even on low bandwidth, and the ability to connect with people virtually, fostering a sense of community.
    • Reviewers experienced occasional lags, login issues, frequent updates that disrupt meetings, confusing settings, and concerns about data privacy and handling user information.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zoom Workplace Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    8,485
    Video Conferencing
    3,502
    Reliability
    2,721
    Easy Communication
    2,649
    Screen Sharing
    2,191
    Cons
    Limited Features
    2,101
    Meeting Issues
    2,067
    Zoom Issues
    1,800
    Connection Issues
    1,275
    Expensive
    1,167
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zoom Workplace features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.8
    9.0
    Tenancy Flexibility
    Average: 8.8
    9.3
    Video Conferencing
    Average: 8.8
    8.9
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Zoom Workplace brings communication, employee engagement, spaces, and productivity solutions together on a single platform with Zoom AI Companion capabilities woven throughout. Streamline communicatio

Users
  • Owner
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 51% Small-Business
  • 31% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Zoom is a software application used for video sessions, conferences, and virtual meetings, with features such as screen sharing, recording, and integration with other tools.
  • Users frequently mention the ease of use, clear audio and video quality, robust performance even on low bandwidth, and the ability to connect with people virtually, fostering a sense of community.
  • Reviewers experienced occasional lags, login issues, frequent updates that disrupt meetings, confusing settings, and concerns about data privacy and handling user information.
Zoom Workplace Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
8,485
Video Conferencing
3,502
Reliability
2,721
Easy Communication
2,649
Screen Sharing
2,191
Cons
Limited Features
2,101
Meeting Issues
2,067
Zoom Issues
1,800
Connection Issues
1,275
Expensive
1,167
Zoom Workplace features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.8
9.0
Tenancy Flexibility
Average: 8.8
9.3
Video Conferencing
Average: 8.8
8.9
Native VoIP
Average: 8.9
VirtualPBX
SponsoredYou’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
(27)4.1 out of 5
Product Description
Operate your hybrid office, on-premise office, or remote office with VirtualPBX Business Phone System. Get Unlimited Minutes, Text Messaging, and Call Recording starting at $17/mo. Use Softphone Apps
VirtualPBX features and usability ratings that predict user satisfaction
7.6
Has the product been a good partner in doing business?
Average: 8.8
10.0
Tenancy Flexibility
Average: 8.8
0.0
No information available
0.0
No information available
(533)4.5 out of 5
Optimized for quick response
1st Easiest To Use in UCaaS Platforms software
Save to My Lists
Entry Level Price:$0 user/mo
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Webex Calling is Cisco’s flagship cloud calling solution with 13 million users worldwide. It delivers an enterprise-grade calling experience that enables customers to replace PBX hardware with a relia

    Users
    • Software Engineer
    • Associate
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 37% Mid-Market
    • 30% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Webex Calling Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    151
    Easy Communication
    125
    Reliability
    99
    Communication
    98
    Call Quality
    89
    Cons
    Connection Issues
    36
    Internet Dependency
    34
    Limited Features
    31
    Difficult Configuration
    29
    Expensive
    29
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Webex Calling features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.8
    9.2
    Tenancy Flexibility
    Average: 8.8
    9.4
    Video Conferencing
    Average: 8.8
    9.4
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Webex Calling is Cisco’s flagship cloud calling solution with 13 million users worldwide. It delivers an enterprise-grade calling experience that enables customers to replace PBX hardware with a relia

Users
  • Software Engineer
  • Associate
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 37% Mid-Market
  • 30% Small-Business
Webex Calling Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
151
Easy Communication
125
Reliability
99
Communication
98
Call Quality
89
Cons
Connection Issues
36
Internet Dependency
34
Limited Features
31
Difficult Configuration
29
Expensive
29
Webex Calling features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.8
9.2
Tenancy Flexibility
Average: 8.8
9.4
Video Conferencing
Average: 8.8
9.4
Native VoIP
Average: 8.9
(3,204)4.5 out of 5
Optimized for quick response
2nd Easiest To Use in UCaaS Platforms software
Save to My Lists
Entry Level Price:Starting at $18.95
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Nextiva is a Unified CXM company that provides AI-powered customer experience solutions. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer exper

    Users
    • Owner
    • President
    Industries
    • Hospital & Health Care
    • Insurance
    Market Segment
    • 77% Small-Business
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Nextiva Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    1,126
    Helpful
    862
    Ease of Use
    830
    Customer Service
    571
    Reliability
    453
    Cons
    Poor Customer Support
    266
    Long Waiting
    249
    Phone Issues
    225
    Long Wait Times
    221
    Call Issues
    213
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Nextiva features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.8
    8.4
    Tenancy Flexibility
    Average: 8.8
    8.4
    Video Conferencing
    Average: 8.8
    9.1
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Nextiva is a Unified CXM company that provides AI-powered customer experience solutions. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer exper

Users
  • Owner
  • President
Industries
  • Hospital & Health Care
  • Insurance
Market Segment
  • 77% Small-Business
  • 21% Mid-Market
Nextiva Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
1,126
Helpful
862
Ease of Use
830
Customer Service
571
Reliability
453
Cons
Poor Customer Support
266
Long Waiting
249
Phone Issues
225
Long Wait Times
221
Call Issues
213
Nextiva features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.8
8.4
Tenancy Flexibility
Average: 8.8
8.4
Video Conferencing
Average: 8.8
9.1
Native VoIP
Average: 8.9
(1,283)4.4 out of 5
Optimized for quick response
4th Easiest To Use in UCaaS Platforms software
Save to My Lists
Entry Level Price:Starting at $27.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    We built the GoTo Connect platform to help your business grow. It’s the ideal cloud-based phone system and customer engagement software to modernize your communications, centralize your interactions a

    Users
    • Owner
    • President
    Industries
    • Information Technology and Services
    • Insurance
    Market Segment
    • 71% Small-Business
    • 23% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • GoTo Connect Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    283
    Reliability
    108
    Easy Access
    93
    Calling Features
    88
    Customer Support
    85
    Cons
    Call Issues
    89
    Limited Features
    59
    Phone Issues
    52
    Performance Issues
    38
    Connection Issues
    37
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • GoTo Connect features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.8
    7.9
    Tenancy Flexibility
    Average: 8.8
    9.0
    Video Conferencing
    Average: 8.8
    9.1
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

We built the GoTo Connect platform to help your business grow. It’s the ideal cloud-based phone system and customer engagement software to modernize your communications, centralize your interactions a

Users
  • Owner
  • President
Industries
  • Information Technology and Services
  • Insurance
Market Segment
  • 71% Small-Business
  • 23% Mid-Market
GoTo Connect Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
283
Reliability
108
Easy Access
93
Calling Features
88
Customer Support
85
Cons
Call Issues
89
Limited Features
59
Phone Issues
52
Performance Issues
38
Connection Issues
37
GoTo Connect features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.8
7.9
Tenancy Flexibility
Average: 8.8
9.0
Video Conferencing
Average: 8.8
9.1
Native VoIP
Average: 8.9
(1,085)4.5 out of 5
10th Easiest To Use in UCaaS Platforms software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    One stop solution to manage your online meetings, video conferencing, meeting rooms, business phones, and webinars for your organization. The best solution for your remote collaboration for the hybrid

    Users
    • Founder
    • CEO
    Industries
    • Information Technology and Services
    • Marketing and Advertising
    Market Segment
    • 78% Small-Business
    • 15% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zoho Meeting Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    123
    Communication
    50
    Video Quality
    50
    Affordable
    47
    User Interface
    42
    Cons
    Missing Features
    24
    Audio Issues
    16
    Missing Functionality
    16
    Internet Dependency
    15
    Limited Features
    14
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zoho Meeting features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.8
    9.3
    Tenancy Flexibility
    Average: 8.8
    9.2
    Video Conferencing
    Average: 8.8
    9.1
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

One stop solution to manage your online meetings, video conferencing, meeting rooms, business phones, and webinars for your organization. The best solution for your remote collaboration for the hybrid

Users
  • Founder
  • CEO
Industries
  • Information Technology and Services
  • Marketing and Advertising
Market Segment
  • 78% Small-Business
  • 15% Mid-Market
Zoho Meeting Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
123
Communication
50
Video Quality
50
Affordable
47
User Interface
42
Cons
Missing Features
24
Audio Issues
16
Missing Functionality
16
Internet Dependency
15
Limited Features
14
Zoho Meeting features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.8
9.3
Tenancy Flexibility
Average: 8.8
9.2
Video Conferencing
Average: 8.8
9.1
Native VoIP
Average: 8.9
(1,358)4.3 out of 5
Optimized for quick response
13th Easiest To Use in UCaaS Platforms software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

    Users
    • Case Advocate
    • Software Engineer
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 46% Mid-Market
    • 40% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Genesys Cloud CX is a comprehensive solution that integrates multiple communication channels, enhances efficiency through AI and automation, and provides advanced analytics.
    • Users frequently mention the ease of use, the user-friendly interface, the ability to work from anywhere, and the seamless integration with other systems as major benefits of Genesys Cloud CX.
    • Users experienced issues with high cost, complex initial setup, occasional performance issues, limited customization for smaller businesses, and challenges with integration.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Genesys Cloud CX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    189
    Features
    77
    Reliability
    72
    Helpful
    66
    Easy Integration
    62
    Cons
    Limited Features
    78
    Missing Features
    56
    Call Issues
    44
    Inadequate Reporting
    44
    Missing Functionality
    36
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Genesys Cloud CX features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 8.8
    9.0
    Tenancy Flexibility
    Average: 8.8
    9.1
    Video Conferencing
    Average: 8.8
    9.1
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

Users
  • Case Advocate
  • Software Engineer
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 46% Mid-Market
  • 40% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Genesys Cloud CX is a comprehensive solution that integrates multiple communication channels, enhances efficiency through AI and automation, and provides advanced analytics.
  • Users frequently mention the ease of use, the user-friendly interface, the ability to work from anywhere, and the seamless integration with other systems as major benefits of Genesys Cloud CX.
  • Users experienced issues with high cost, complex initial setup, occasional performance issues, limited customization for smaller businesses, and challenges with integration.
Genesys Cloud CX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
189
Features
77
Reliability
72
Helpful
66
Easy Integration
62
Cons
Limited Features
78
Missing Features
56
Call Issues
44
Inadequate Reporting
44
Missing Functionality
36
Genesys Cloud CX features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 8.8
9.0
Tenancy Flexibility
Average: 8.8
9.1
Video Conferencing
Average: 8.8
9.1
Native VoIP
Average: 8.9
(1,834)4.4 out of 5
Optimized for quick response
7th Easiest To Use in UCaaS Platforms software
Save to My Lists
Entry Level Price:$25 Per user, per mont...
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Dialpad Ai Voice and Ai Messaging bring all business conversations together on a single, modern cloud platform, powered by Ai, that automates routine tasks, streamlines workflows, and helps teams stay

    Users
    • Owner
    • Account Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 56% Small-Business
    • 37% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Dialpad AI Voice is a software tool designed to enhance communication by providing features such as call transcriptions, summaries, and AI-driven voice quality enhancement.
    • Users frequently mention the user-friendly interface, clear call quality, and the convenience of having call transcriptions and summaries for easy reference and tracking of conversations.
    • Users experienced issues with customer service responsiveness, occasional call delays, inaccuracies in AI transcriptions, and difficulties in distinguishing between personal and Dialpad calls.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Dialpad Ai Voice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    330
    Communication
    151
    Calling Features
    142
    Call Management
    133
    Voice Transcription
    120
    Cons
    Call Issues
    179
    Call Disconnections
    68
    Connection Issues
    60
    Transcription Issues
    60
    Limited Features
    55
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Dialpad Ai Voice features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.8
    8.8
    Tenancy Flexibility
    Average: 8.8
    9.3
    Video Conferencing
    Average: 8.8
    9.2
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Dialpad Ai Voice and Ai Messaging bring all business conversations together on a single, modern cloud platform, powered by Ai, that automates routine tasks, streamlines workflows, and helps teams stay

Users
  • Owner
  • Account Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 56% Small-Business
  • 37% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Dialpad AI Voice is a software tool designed to enhance communication by providing features such as call transcriptions, summaries, and AI-driven voice quality enhancement.
  • Users frequently mention the user-friendly interface, clear call quality, and the convenience of having call transcriptions and summaries for easy reference and tracking of conversations.
  • Users experienced issues with customer service responsiveness, occasional call delays, inaccuracies in AI transcriptions, and difficulties in distinguishing between personal and Dialpad calls.
Dialpad Ai Voice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
330
Communication
151
Calling Features
142
Call Management
133
Voice Transcription
120
Cons
Call Issues
179
Call Disconnections
68
Connection Issues
60
Transcription Issues
60
Limited Features
55
Dialpad Ai Voice features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.8
8.8
Tenancy Flexibility
Average: 8.8
9.3
Video Conferencing
Average: 8.8
9.2
Native VoIP
Average: 8.9
(340)4.5 out of 5
Optimized for quick response
11th Easiest To Use in UCaaS Platforms software
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Entry Level Price:$15.99
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Intermedia Unite is a fully integrated cloud-based unified communications platform for businesses of all sizes. We believe that every business needs tools to help facilitate employee collaboration and

    Users
    • Owner
    • President
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 79% Small-Business
    • 15% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Intermedia Unite Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    64
    Customer Support
    48
    Reliability
    37
    Communication
    27
    Customer Service
    27
    Cons
    Customer Support
    18
    Phone Issues
    17
    Learning Curve
    15
    Limited Features
    14
    Lack of Intuitiveness
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Intermedia Unite features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.8
    8.9
    Tenancy Flexibility
    Average: 8.8
    9.1
    Video Conferencing
    Average: 8.8
    9.0
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Intermedia Unite is a fully integrated cloud-based unified communications platform for businesses of all sizes. We believe that every business needs tools to help facilitate employee collaboration and

Users
  • Owner
  • President
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 79% Small-Business
  • 15% Mid-Market
Intermedia Unite Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
64
Customer Support
48
Reliability
37
Communication
27
Customer Service
27
Cons
Customer Support
18
Phone Issues
17
Learning Curve
15
Limited Features
14
Lack of Intuitiveness
9
Intermedia Unite features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.8
8.9
Tenancy Flexibility
Average: 8.8
9.1
Video Conferencing
Average: 8.8
9.0
Native VoIP
Average: 8.9
(896)4.0 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:$30.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    RingEX with RingSense AI distinctively redefines the role of the business phone system and business communications holistically, transforming it into a proactive, personal communication helper for emp

    Users
    • Owner
    • Account Executive
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 54% Small-Business
    • 38% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • RingEX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    158
    Customer Support
    82
    Phone Calls
    70
    Easy Communication
    69
    Communication
    66
    Cons
    Customer Support
    54
    Poor Customer Support
    48
    Missing Features
    35
    Customer Service
    34
    Call Issues
    32
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • RingEX features and usability ratings that predict user satisfaction
    8.0
    Has the product been a good partner in doing business?
    Average: 8.8
    8.3
    Tenancy Flexibility
    Average: 8.8
    8.2
    Video Conferencing
    Average: 8.8
    8.2
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

RingEX with RingSense AI distinctively redefines the role of the business phone system and business communications holistically, transforming it into a proactive, personal communication helper for emp

Users
  • Owner
  • Account Executive
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 54% Small-Business
  • 38% Mid-Market
RingEX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
158
Customer Support
82
Phone Calls
70
Easy Communication
69
Communication
66
Cons
Customer Support
54
Poor Customer Support
48
Missing Features
35
Customer Service
34
Call Issues
32
RingEX features and usability ratings that predict user satisfaction
8.0
Has the product been a good partner in doing business?
Average: 8.8
8.3
Tenancy Flexibility
Average: 8.8
8.2
Video Conferencing
Average: 8.8
8.2
Native VoIP
Average: 8.9
(694)4.1 out of 5
Optimized for quick response
9th Easiest To Use in UCaaS Platforms software
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    8x8 Work is an all-in-one collaboration hub for phone, video, and messaging. It brings robust and secure unified communication and collaboration experiences to every employee, with the convenience of

    Users
    • Owner
    • Office Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 59% Small-Business
    • 32% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • 8x8 Work Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    110
    Reliability
    49
    Easy Communication
    48
    Communication
    39
    Features
    39
    Cons
    Limited Features
    26
    Missing Features
    23
    Customer Support
    21
    Call Issues
    20
    Glitches
    19
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • 8x8 Work features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 8.8
    9.0
    Tenancy Flexibility
    Average: 8.8
    8.4
    Video Conferencing
    Average: 8.8
    9.1
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

8x8 Work is an all-in-one collaboration hub for phone, video, and messaging. It brings robust and secure unified communication and collaboration experiences to every employee, with the convenience of

Users
  • Owner
  • Office Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 59% Small-Business
  • 32% Mid-Market
8x8 Work Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
110
Reliability
49
Easy Communication
48
Communication
39
Features
39
Cons
Limited Features
26
Missing Features
23
Customer Support
21
Call Issues
20
Glitches
19
8x8 Work features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 8.8
9.0
Tenancy Flexibility
Average: 8.8
8.4
Video Conferencing
Average: 8.8
9.1
Native VoIP
Average: 8.9
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zoho Cliq is a business communication software that helps simplify and streamline your communication with organized conversations and information that's easy to find. Cliq is designed to enable a hybr

    Users
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 48% Small-Business
    • 28% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zoho Cliq Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    77
    Communication
    73
    Integrations
    42
    Remote Work
    42
    Team Collaboration
    42
    Cons
    Missing Functionality
    17
    Missing Features
    16
    Glitches
    15
    User Interface
    15
    Limited Features
    12
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zoho Cliq features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 8.8
    9.6
    Tenancy Flexibility
    Average: 8.8
    9.6
    Video Conferencing
    Average: 8.8
    9.7
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Zoho Cliq is a business communication software that helps simplify and streamline your communication with organized conversations and information that's easy to find. Cliq is designed to enable a hybr

Users
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 48% Small-Business
  • 28% Mid-Market
Zoho Cliq Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
77
Communication
73
Integrations
42
Remote Work
42
Team Collaboration
42
Cons
Missing Functionality
17
Missing Features
16
Glitches
15
User Interface
15
Limited Features
12
Zoho Cliq features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 8.8
9.6
Tenancy Flexibility
Average: 8.8
9.6
Video Conferencing
Average: 8.8
9.7
Native VoIP
Average: 8.9
(80)4.8 out of 5
8th Easiest To Use in UCaaS Platforms software
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Yeastar P-Series PBX System is the easy-first unified communications solution designed for every business size and industry. It reinvents how business connects by converging voice, video, chat, apps,

    Users
    No information available
    Industries
    • Telecommunications
    • Information Technology and Services
    Market Segment
    • 76% Small-Business
    • 20% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Yeastar P-Series PBX System Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    44
    Features
    38
    Integrations
    29
    Customer Support
    28
    Easy Setup
    28
    Cons
    Expensive
    13
    Missing Functionality
    12
    High Cost
    9
    Missing Features
    9
    Limited Features
    8
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Yeastar P-Series PBX System features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 8.8
    8.6
    Tenancy Flexibility
    Average: 8.8
    8.0
    Video Conferencing
    Average: 8.8
    9.3
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Yeastar P-Series PBX System is the easy-first unified communications solution designed for every business size and industry. It reinvents how business connects by converging voice, video, chat, apps,

Users
No information available
Industries
  • Telecommunications
  • Information Technology and Services
Market Segment
  • 76% Small-Business
  • 20% Mid-Market
Yeastar P-Series PBX System Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
44
Features
38
Integrations
29
Customer Support
28
Easy Setup
28
Cons
Expensive
13
Missing Functionality
12
High Cost
9
Missing Features
9
Limited Features
8
Yeastar P-Series PBX System features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 8.8
8.6
Tenancy Flexibility
Average: 8.8
8.0
Video Conferencing
Average: 8.8
9.3
Native VoIP
Average: 8.9
(458)4.3 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Work smarter with Vonage Business Communications, our unified communications platform: seamlessly connect via voice, messaging and video, virtually anywhere around the globe. Over 40 powerful features

    Users
    • President
    • Office Manager
    Industries
    • Staffing and Recruiting
    • Information Technology and Services
    Market Segment
    • 63% Small-Business
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Vonage Business Communications Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    32
    Easy Communication
    27
    Calling Features
    22
    Communication
    18
    Reliability
    18
    Cons
    Call Issues
    12
    Limited Features
    9
    Customer Service
    7
    Expensive
    6
    Phone Issues
    6
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Vonage Business Communications features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.8
    8.7
    Tenancy Flexibility
    Average: 8.8
    8.8
    Video Conferencing
    Average: 8.8
    8.9
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Work smarter with Vonage Business Communications, our unified communications platform: seamlessly connect via voice, messaging and video, virtually anywhere around the globe. Over 40 powerful features

Users
  • President
  • Office Manager
Industries
  • Staffing and Recruiting
  • Information Technology and Services
Market Segment
  • 63% Small-Business
  • 29% Mid-Market
Vonage Business Communications Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
32
Easy Communication
27
Calling Features
22
Communication
18
Reliability
18
Cons
Call Issues
12
Limited Features
9
Customer Service
7
Expensive
6
Phone Issues
6
Vonage Business Communications features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.8
8.7
Tenancy Flexibility
Average: 8.8
8.8
Video Conferencing
Average: 8.8
8.9
Native VoIP
Average: 8.9
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Rainbow’s hybrid cloud platform brings all your collaborations and communications to one place and makes your work seamless & efficient.

    Users
    No information available
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 49% Small-Business
    • 49% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Rainbow Collaboration and Communication Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Communication
    7
    Ease of Use
    7
    Video Conferencing
    4
    Easy Communication
    3
    Reliability
    3
    Cons
    Limited Features
    3
    Glitches
    2
    Missing Features
    2
    Missing Functionality
    2
    Chat Functionality
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Rainbow Collaboration and Communication features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 8.8
    9.4
    Tenancy Flexibility
    Average: 8.8
    9.4
    Video Conferencing
    Average: 8.8
    9.4
    Native VoIP
    Average: 8.9
Product Description
How are these determined?Information
This description is provided by the seller.

Rainbow’s hybrid cloud platform brings all your collaborations and communications to one place and makes your work seamless & efficient.

Users
No information available
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 49% Small-Business
  • 49% Mid-Market
Rainbow Collaboration and Communication Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Communication
7
Ease of Use
7
Video Conferencing
4
Easy Communication
3
Reliability
3
Cons
Limited Features
3
Glitches
2
Missing Features
2
Missing Functionality
2
Chat Functionality
1
Rainbow Collaboration and Communication features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 8.8
9.4
Tenancy Flexibility
Average: 8.8
9.4
Video Conferencing
Average: 8.8
9.4
Native VoIP
Average: 8.9
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Market Presence
RingEX
Cisco
Vonage Business Communications
Mitel MiCloud Connect
CallTrackingMetrics
GoTo Connect
net2phone
Genesys Cloud CX
Fuze
Zoho
Zoom Workplace
Call Center for Skype
2600Hz
Circuit
Unified Communications as a Service (UCaaS)
3CX
Dialpad Ai Voice
Webex Suite
Rocket.Chat
VirtualPBX
Mitel MiCollab
Streams
Nextiva
Windstream OfficeSuite UC
MiCloud Flex
Avaya UCaaS
Zoho Cliq
Broadvoice Cloud PBX
Zoiper
Crexendo
Webex Calling
8x8 Work
Rainbow Collaboration and Communication
Intermedia Unite
CallTower
Nexogy Teams
EnableX
Infinite Connect
Vowel
Yeastar P-Series PBX System
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2600Hz
Circuit
Unified Communications as a Service (UCaaS)
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Dialpad Ai Voice
Webex Suite
Rocket.Chat
VirtualPBX
Mitel MiCollab
Streams
Nextiva
Windstream OfficeSuite UC
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Broadvoice Cloud PBX
Zoiper
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EnableX
Infinite Connect
Vowel
Yeastar P-Series PBX System
Market Presence Information
Satisfaction Information

Learn More About UCaaS Platforms

What are UCaaS Platforms?

UCaaS is a type of software as a service (SaaS) that provides multiple channels for communication in one platform. UCaaS platforms offer robust communication channels and features aimed at promoting efficiency and productivity in internal and external communications. UCaaS platforms include features such as instant messaging, VoIP, softphone (software for making phone calls online), CRM, SMS, and video conferencing with many other cherry-picked collaboration tools like screen sharing, whiteboarding, and file sharing. UCaaS tools are also notable because the features provided by the platform are available on multiple devices. Users can easily access communication tools provided from desktops, laptops, mobile devices, and proprietary hardware if a service provides it.

Businesses have been leveraging unified communications (UC) systems for quite some time, but older solutions require extensive hardware setup and maintenance. The IT support required to maintain these on-premises solutions was expensive and demanding on manpower. UCaaS brings unified communications systems into the future by offering all the functionality buyers are looking for in a service conveniently hosted in the cloud. The pay-as-you-go model that comes with a cloud-based solution has driven down the cost for unified communications, which has made them more widely available to non-enterprise companies.

What Does UCaaS Stand For?

UCaaS stands for unified communications as a service.

What Types of UCaaS Platforms Exist?

There are two main distinctions buyers can make when looking for UCaaS products—internal versus external use and customizability. While some UCaaS systems can be used for both internal and external communications, many are specific to internal or external use cases. Additionally, customizability is determined if the UCaaS in question is a built-to-order, single-tenant system (one platform per user) or an out-of-the-box, multi-tenant system (one platform shared by multiple users).

Internal use: UCaaS products that support internal communications provide team collaboration tools, like whiteboarding and instant messaging, on top of the VoIP and video conferencing features that buyers expect. Internal-facing UCaaS products provide integrations with content management solutions to ease file sharing and storage needs. Many UCaaS solutions are available via mobile applications, making it a convenient option for teams.

External use: UCaaS for external use serves as the backbone for call center infrastructure. Call center representatives will have multiple communication channels to leverage when interacting with customers, and UCaaS systems conforming to this use case will provide integrations with help desk software to assist with ticketing and obtaining customer information.

Single-tenant systems: A single-tenant system is built for a specific client by a UCaaS service provider. Companies can pick and choose the functionality and integrations they require out of their UCaaS, ensuring they only pay for the features they need. Single-tenant systems are a great option for companies with specific needs, like particular APIs or less extensive offerings for a small business. Single-tenant systems can potentially be very expensive. A UCaaS provider may charge extra to develop a tool with all the functionality a business wants. If a business wants an enterprise-level custom product, they can expect a price tag that reflects that functionality accordingly.

Multi-tenant systems: Multi-tenant systems are generalized, out-of-the-box UCaaS products intended for use by multiple organizations. These offerings come as they are and have comparatively fewer customization options for businesses. Businesses looking for a UCaaS system they can simply deploy and maintain may stand to save money by choosing a multi-tenant system if they don’t require any specific integrations or APIs. 

What are the Common Features of UCaaS Platforms?

A UCaaS product is a bundle of communication channels loaded into one offering, so the features of a typical UCaaS product often look like a list of point solutions. UCaaS products can vary in what channels they provide and the other collaboration tools they feature. Listed below are many of the popular features offered by UCaaS solutions, but this list is by no means exhaustive.

Instant messaging: One of the basic features of a UCaaS is 1:1 and group instant messaging. Users can either message each other directly or send messages to a group, promoting real-time business communication and collaboration.

VoIP conferencing: Audio conferencing in UCaaS products is provided via voice over internet protocol (VoIP). Users can access VoIP-based phone systems or audio conferencing over other devices.

Video conferencing: Another stable feature of UCaaS is video-based conferencing. The audio component of the video feed is hosted via VoIP telephony. Video conferencing often features a call recording function, allowing users to save and share the video with others.

Screen sharing: Any UCaaS that provides video conferencing will also provide screen sharing. Users can easily share a live feed of their screen or a specific program, making it a great feature for a collaborative user experience.

File sharing: Users can share files using a UCaaS platform. Some UCaaS products will streamline document and content sharing by integrating directly with content management systems.

Whiteboard: UCaaS products that heavily emphasize internal collaboration often natively provide a collaborative whiteboard software within the platform. Teams can use the whiteboard during in-person meetings or web conferencing, which can assist in streamlining workflows.

Call routing: An auto attendant automatically routes calls throughout an enterprise. This type of workflow automation is especially useful for companies that require an expansive PBX phone system.

Voicemail to email: One benefit of UCaaS is the unified nature of the communication channels provided by the platform. Users can receive voicemails via email since phone calls are hosted over VoIP.

Voicemail transcription: Some UCaaS solutions can transcribe voicemails into text-based messages that are easier to store and keep track of compared to audio files.

Other Features of UCaaS Platforms: CCaaS option, Conference transcripts, Tenancy flexibility

What are the Benefits of UCaaS Platforms?

Businesses often find point solutions for each of the communication channels they want covered. This means one product for VoIP phone services, another for business messaging, and one more for video conferencing. That also doesn’t include all the other productivity and collaboration tools teams use in conjunction with these channels. A UCaaS solution bundles all these communication channels and productivity tools into a single offering, which provides multiple benefits.

Savings: When a business covers all its communication channels with point solutions, the costs of licenses and monthly payments add up, especially for small and mid-market businesses. A UCaaS solution can bundle all communication channels, internal and external, into one platform for a business to pay for. While the initial price tag of a UCaaS product could potentially be high, the cost could be the same or higher when paying for several disparate solutions across months or years. Additionally, UCaaS customers can choose an option that allows them to only pay for the channels and features they want or a scaled-down, out-of-the-box solution to save money as well.

Increased efficiency: One issue with point solution communication software is there isn’t a guarantee that they will integrate. A conversation happening via instant messaging might become one that is better over a video feed. If a team only has point solutions to choose from, they will have to move to another application to continue, which may or may not be an easy transition. Even worse, the conversation may be put off entirely. This is especially necessary for sales or help desk representatives speaking to customers or clients in one channel who need to continue in another. When teams use UCaaS, they can move between different communications tools without leaving the application itself, streamlining conversations and ensuring users have access to the channel they need when they need it.

Enhanced collaboration potential: While businesses have the option to use point solutions for communication and collaboration, those solutions may not integrate. If they don’t, it can be problematic if users need to use multiple solutions during a conference call or collaboration session. For example, a remote team may benefit greatly from a UCaaS platform as it allows users to hold a video conference call while simultaneously whiteboarding or sharing content in real-time. The ability to use collaboration tools and conferencing solutions at the same time bolsters fruitful brainstorming sessions and meaningful conversations.

Who Uses UCaaS Platforms?

The beauty of UCaaS is that it’s universally helpful regardless of the industry. The need for meaningful communication and collaboration is a necessity in every business. While larger businesses in the mid-market and enterprise levels arguably benefit more from comprehensive communication coverage, small businesses can still find benefits in the breadth of collaboration tools provided by UCaaS. However, the potentially high price tag attached to a UCaaS system will often make it a better choice for mid-market and enterprise organizations, and small businesses can easily have their collaboration and communications needs fulfilled by cheaper point solutions.

Software Related to UCaaS Platforms

Related solutions that can be used together with UCaaS platforms include:

Cloud communication platforms: Cloud communication platforms can overlap heavily with UCaaS, in that both provide the infrastructure to support unified communications for a business. However, UCaaS platforms are fully built tools that may come with integrations, whereas cloud communications platforms are closer to development tools that allow businesses to connect their software to communications channels via APIs. The end result is the same though, and what companies have is a unified communication platform that connects to the tools they use currently.

Contact center as a service (CCaaS): CCaaS solutions can best be thought of as UCaaS solutions specifically for call centers. The infrastructure of both types is the same. Both provide unified cloud-based communication and a host of other internal collaboration tools. However, since CCaaS solutions are specifically intended for call centers, they come with a host of other features and tools helpful to call center representatives. This includes features like speech analytics and integrations with customer data platforms (CDP) and other customer data repositories.

Challenges with UCaaS Platforms 

Adoption: One of the biggest challenges a company will face when switching its business phone system to a UCaaS platform is hesitance or resistance from employees. Changing any business system can be difficult or daunting, especially when there is a significant learning curve. To have a smooth transition, it’s important to provide employees with any extra support they may need as they begin to navigate a new platform. Creating a solid deployment plan in addition to working with a vendor that offers unlimited help desk support can make all the difference during this transition period. 

Interoperability: Another potential challenge with the transition to a UCaaS platform is a lack of integrations with a company’s existing technology. Sometimes a hardware upgrade may be necessary or recommended to fully utilize UCaaS software features. 

How to Buy UCaaS Platforms

Requirements Gathering (RFI/RFP) for UCaaS Platforms

Whether a company is just starting to explore UCaaS software or looking for a more appropriate solution for its needs, g2.com can help inform buyers of the market and assist them in selecting the best software for their business.

The first step in deciding which kind of UCaaS software a buyer should look at is to assess the needs of the organization as a whole. Does the organization already use this kind of software? If so, what works and what doesn’t? Is this the first time the organization will be using UCaaS software? If that’s the case, buyers will need to determine how they plan to implement this software and whether or not their current systems are compatible. Some points to consider are:

Company size: Buyers will need to ensure that the products they are looking at will suit the size and need of the organization. When purchasing software, it’s important to ensure the product has the appropriate scalability to adapt to changing needs.

Interoperability: As mentioned earlier, it’s crucial to assess the organization’s current hardware and software setup as sometimes the current legacy system is not compatible with newer technology. This is important to assess beforehand so that a buyer knows what to look for in a product and is prepared to move forward if existing systems need to be upgraded.

Compare UCaaS Products

Create a long list

The first step to finding the perfect software is to create a preliminary list of products that fit the buyer’s general needs. The next step is to narrow down the list by selecting specific features that are must haves or requirements for the buyer. G2.com provides information about the best UCaaS software, allowing buyers to filter options as well as user reviews to help narrow down the product list to a more relevant selection.

Create a short list

Creating a short list of products is an important step in the buying process. While it may be daunting to filter through various products, users can get help by utilizing G2’s compare feature. This feature will take products of choice and display them side by side so the buyer can easily determine which software ticks the important boxes on the list. 

Conduct demos

Once the buyer has narrowed down the product list, the next step is to conduct a demo. Demos allow buyers to see a product and its features in more detail. To ensure a buyer gets the most out of a demo, it’s important to go in prepared. Buyers should have a business scenario ready that will fully test each product in consideration. Additionally, buyers should inquire about cost, vendor support, and any concerns they have about the product. Adequate preparation will make it easier for a buyer to compare products after demos have been completed.

Selection of UCaaS Platforms

Choose a selection team

UCaaS software is very practical and widely used in many businesses. With that in mind, a good starting point would be to select three to five team members from various departments and seniority levels (such as IT, management, sales, etc.) to be part of the selection team. The more varied the selection team is, the better a company can assess how well a product will meet their needs. 

Negotiation

Once the selection team has narrowed down their software picks, it’s time to discuss customization options, pricing, and the type of support needed from the vendor. It’s always important to address pricing options, even when they are listed on a vendor’s website. Many software vendors will provide discounts and custom pricing options based on what the buyer is looking to purchase. 

Final decision

Once a buyer has made the final decision on a product and is ready to move forward with a purchase, it is recommended that the buyer conducts a final demo, inquires about a trial run, and determines what the next steps are if the product doesn’t ultimately fit their needs. It's also important to look into the kind of support the vendor provides following implementation. Most vendors will provide customer support services to ensure a pleasant customer experience. These steps can provide a buyer with an additional sense of security and confidence when making a final decision.