UCaaS vs. VoIP

When it comes to business communications, there are two key terms often mentioned: Unified Communications as a Service (USaaS) and Voice over Internet Protocol (VoIP). If you’re trying to understand their differences and figure out which one is best for your company, keep reading.

What is UCaaS?

UCaaS is a term used to describe various communication services, including VoIP, under a unified platform. With UCaaS, businesses can integrate voice and video communications, instant messaging, file sharing, integration with CRM applications, and more, making collaboration easier.

UCaaS Benefits

• Is more flexible with app integration including, screen sharing, whiteboard, call recording, reporting, and more.
• Can make voice and video calls, in addition to chats and text messages
• Easily integrates with third-party solutions
• Project management tools to help track workflow
• More affordable than traditional phone systems
• Scale quickly and easily with cloud-based providers

4 Ways UCaaS Supercharges Your Customer Experience

Here’s how UCaaS can elevate your customer experience:

• Personalized interactions: UCaaS lets you access complete customer histories, so you can personalize every interaction. With real-time data, you’ll make customers feel like VIPs. After all, who doesn’t love a little extra attention?
• First call resolution: UCaaS helps solve problems on the first call, saving your customers from frustrating back-and-forths. With features like skill-based routing and screen sharing, your team can handle issues faster than ever.
• Seamless collaboration: UCaaS unites all your communication tools — calls, messages, videos — into one platform, making it easier for your team to collaborate. Whether they’re in the office or working remotely, everyone stays on the same page, which means faster solutions for your customers.
• Agent performance: Want to know who’s your star agent? UCaaS delivers detailed analytics on call durations, handling times, and more, helping you coach your team to deliver five-star service every time.

What is VoIP?

VoIP is an acronym for Voice over Internet Protocol. It’s a technology that transmits voice data over the Internet to emulate traditional voice calls, resulting in a smooth and continuous data stream. You can make VoIP calls using handsets in your office or via softphones if you’re remote working.

VoIP Benefits

• Significant monthly cost savings, particularly on long-distance and international calling.
• Simpler management, including the ability to add and remove lines and users instantaneously.
• E911 service by user or office.
• Excellent mobility, including mobile apps that allow access to calls and messages from anywhere.
• More flexible reporting tools and better analytics.
• Less reliant on hardware compared with traditional phone systems.
• Simplified conferencing options, whether audio or video.

Making the Best Choice for your Company

VoIP and UCaaS are two robust technologies that help improve communication. Yet, how do they compare? It’s important to understand that both of these technologies are often paired together by many providers. But, if you’re only looking for voice service, VoIP may be your best option, at least starting out. Otherwise, UCaaS offers more features and advantages compared with VoIP.

If you’re trying to determine between VoIP and UCaaS for your business, find a provider that offers both like America’s Phone Guys. We understand how important communication are to your company’s success. We offer communication solutions that we will customize and scale to your business.