VoIP vs. UCaaS
Which Communication System is Best for Your Business?
In the midst of a global pandemic, communication is more valuable than ever. With many businesses forced to transition to remote work, the need for systems beyond the basic phone line has increased. This has led many businesses to consider Voice over Internet Protocol (VoIP) phone systems and unified communications as a service (UCaaS) to foster strong communication among dispersed, remote employees.
What is VoIP?
VoIP has been around for decades and is a popular replacement for traditional phone systems in businesses of all sizes–and for good reason. VoIP allows businesses to make calls over WiFi, which means that it has far more flexibility than physical phone lines. For instance, you can add and remove lines almost instantly. Most VoIP providers also offer mobile options that allow employees to connect with customers through a VoIP app that works on a smart device. The flexibility and mobilility of VoIP are attracting many businesses to this type of communication system in leiu of a landline or office network phone system.
On top of that, VoIP is far less costly than an traditional phone system, especially if your business makes a lot of long-distance calls. To sweeten the deal, a lot of vendors offer add-ons like automatic call distribution (ACD) and interactive voice response (IVR) which make connecting with customers even easier. VoIP is also easily scalable if the vendor also offers UCaaS because this allows you to switch over to UCaaS if your business needs more services.
What is UCaaS?
Unlike VoIP, UCaaS offers a much broader range of communication options: combining call, video conferencing, chats, contact centers, and business and productivity apps into one centralized system. This makes managing communication, meetings, and projects across many locations or time zones much simpler and more efficient for remote companies.
UCaaS can also foster a “bring your own device” work environment because employees can access everything they need from any device. Other benefits include:
- Increased worker productivity
- Decreased miscommunications or errors
- Better customer experience
With two excellent options, it can be hard to know which product will work best for your business. You can use the following questions as a guide to assess your needs and help you consider your options.
How many communication platforms is your business currently using?
If the answer is ‘several’, you may want to consider UCaaS. For one thing, having all your communication go through one vendor makes troubleshooting easier. It also lowers your total cost of ownership. On top of that, using UCaaS increases security since all communications go through one platform. However, if your company rarely uses video conferencing or emails to reach out to customers, VoIP might work better.
Do your employee’s work from different locations?
If your business involves managing workers located in several locations, it would be helpful to use a UCaaS since it would afford your business the flexibility and communication needed to manage larger projects.
What platforms do your clients prefer for communication?
Younger clients often prefer text channels to voice calls when it comes to communication. If your business serves clients who dislike voice calls, UCaaS would give them the option to communicate in a way that they are comfortable with. If, however, your consumers usually use voice calls to reach out, you may not have need for all the options UCaaS offers.
While there is no clear answer to the general debate between VoIP and UCaaS, the right answer for you is the system that works best for your business. Phone based businesses that rely on calling more than any other type of communication will probably find that they only have need for a VoIP system, and don’t need the additional services and frills of UCaaS while others need more services than a VoIP can offer.
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