Your 2025 Guide to Unified Cloud Communications: Top Key Players
Unified Communications as a Service (UCaaS) is transforming how businesses communicate and collaborate. With the rise of hybrid work models and digital transformation initiatives, understanding the major UCaaS players is crucial for IT and business leaders. This guide offers an expert overview of Cisco, Microsoft Teams, Zoom, and RingCentral – the leaders in this dynamic market.
The Evolving UCaaS Market
The UCaaS landscape is experiencing rapid growth, driven by digital transformation and the increasing adoption of hybrid work models. Key trends include the integration of AI-powered features, mobile-first solutions, and expansion into various vertical markets. Leading providers are continuously innovating to enhance their platforms and meet evolving business communication needs.
Major Players: A Strategic Overview
Choosing the right UCaaS provider is a critical decision. Each major player brings unique strengths to the table.
Cisco Webex
Cisco is a prominent player in the UCaaS market, offering a robust suite of communication and collaboration tools through its Webex platform. Their UCaaS solutions integrate calling, meetings, messaging, and more into a single, unified application, providing seamless user experiences across devices. Cisco is known for its strong security features and comprehensive global business calling capabilities.
Highlights of Cisco Webex
Product Offerings: Cisco's main UCaaS offerings include the comprehensive Webex Suite (integrating meetings, calling, and messaging) with the options of:
Webex Calling Multi-Tenant (a standalone cloud-based calling solution)
Webex Calling Dedicated Instance (a customizable private cloud calling environment for specific enterprise needs and migration paths).
PSTN Options: Cisco Webex Calling offers flexible Public Switched Telephone Network (PSTN) options, including Cisco Calling Plans for direct connectivity, Cloud Connected PSTN leveraging certified third-party providers, and Webex Local Gateway for integrating existing on-premises PSTN infrastructure. Businesses can mix and match these options.
Survivability: The Cisco Webex Survivability Gateway ensures continuous communication during network outages by providing fallback calling services and maintaining internal and external calling capabilities, including E911.
License Models: Cisco offers Enterprise Agreement (EA) models for comprehensive coverage of knowledge workers (minimum 250 users), and Named User (NU) models for individuals or smaller teams (minimum 5 licenses). They also support cloud, on-premises, and hybrid deployment models.
Evaluating the Fit: Strengths and Considerations for Cisco Webex
Key Differentiators:
Flexible migration paths and hybrid solutions
Highly rated Technical Assistance Center (TAC) support
Built-in contact center capabilities at no additional cost
Single vendor solution for UCaaS software and phone hardware
Considerations:
Complexity of migration from on-premises systems can be time-consuming.
Solutions can be more expensive compared to other UCaaS providers.
Potential for vendor lock-in, limiting future flexibility.
Customization and integration with other tools may require additional effort.
Microsoft Teams
Microsoft is a major player in the UCaaS market, primarily through its Microsoft Teams platform. Teams integrates a wide range of communication and collaboration tools, including chat, video conferencing, calling, and file sharing, into a single, unified interface. Its key strength is deep integration with Microsoft 365, providing seamless access to productivity tools like Outlook, Word, and Excel.
Highlights of Microsoft Teams
Product Offerings: Microsoft's core UCaaS offerings are Microsoft Teams (providing a unified platform for chat, video conferencing, calling, and file sharing) and Microsoft Teams Phone (enabling direct calls within Teams using VoIP and PSTN capabilities).
PSTN Options: Microsoft Teams offers Microsoft Calling Plans for direct PSTN capabilities, Direct Routing to connect existing telephony infrastructure, and Operator Connect to connect to certified PSTN carriers through the Teams admin center.
Survivability: The Microsoft Survivable Branch Appliance (SBA) ensures continuous access to voice services during network outages by maintaining local PSTN connectivity. This functionality requires third-party hardware.
License Models: Microsoft's UCaaS solution builds on existing Teams base licensing (e.g., Microsoft 365 Business Basic, Standard, Premium, E3, E5, and Teams Essentials). Add-on Teams Voice Licensing includes Teams Phone Standard, Teams Phone with Calling Plan, Domestic Calling Plan, Domestic and International Calling Plan, and Pay-As-You-Go options.
Evaluating the Fit: Strengths and Considerations for Microsoft teams
Key Differentiators:
Seamless integration with Microsoft 365 and Office applications
Flexible deployment options (Calling Plan, Direct Routing, Operator Connect)
Unified communication platform for chat, video conferencing, and calling
Robust security and compliance built on Microsoft's cloud infrastructure
Considerations:
Security vulnerabilities have been a past concern, requiring continuous vigilance.
Implementation and management can be complex and costly.
Support effectiveness for complex issues has received mixed reviews.
Requires integration of third-party vendors for phone hardware and contact center solutions.
Zoom
Zoom is a leading player in the UCaaS space, offering a comprehensive platform that integrates video conferencing, VoIP phone services, team chat, webinars, and room solutions into a single app. It is known for its high-quality video and audio, and user-friendly interface.
Highlights of Zoom
Product Offerings: Zoom's primary UCaaS offerings are Zoom Meetings (providing high-quality video and audio conferencing with various plans) and Zoom Phone (a cloud-based VoIP phone system seamlessly integrated with other Zoom tools).
PSTN Options: Zoom Phone offers Zoom Native Calling Plans (PSTN connectivity in over 48 countries), Bring Your Own Carrier (BYOC) for using existing providers, and Provider Exchange to simplify connecting with third-party PSTN providers.
Survivability: Zoom Phone Local Survivability (ZPLS) ensures continuous phone service during network outages by using an on-premises device to maintain internal and external calling, including E911. This requires a client-hosted virtual machine.
License Models: Zoom offers Basic (free), Pro, and Business plans for individuals and small businesses. Zoom Phone add-ons include Metered and Unlimited options, plus Pro Plus and Business Plus. An Enterprise offering supports larger organizations with extensive features and unlimited cloud storage.
Evaluating the Fit: Strengths and Considerations for Zoom
Key Differentiators:
User-friendly interfaces.
High-quality video and audio.
Bundled UCaaS/CCaaS capabilities, ideal for SMBs.
Highly rated service and support.
Continuous innovation with AI-driven productivity tools.
Considerations:
Past service availability issues and notable outages.
Workforce reductions have raised concerns about maintaining service levels and support.
Historical security and privacy issues, including "Zoombombing."
Rapid scaling has sometimes led to performance issues during peak times.
RingCentral
RingCentral is a leading UCaaS provider offering an all-in-one communication platform called RingEX (Message, Video, Phone), which integrates messaging, video conferencing, cloud telephony, and collaboration tools. The platform is designed for flexibility and mobility, supporting remote and hybrid work environments.
Highlights of RingCentral
Product Offerings: RingCentral's core UCaaS offering is the RingEX Platform, a comprehensive solution integrating messaging, video conferencing, and cloud telephony, with AI features through RingSense AI.
PSTN Options: RingCentral provides RingCentral Calling Plans (unlimited domestic, international, and Global Office Plans) and Bring Your Own Carrier (BYOC) for gradually transitioning to the cloud while keeping existing carriers.
Survivability: RingCentral Persist™ maintains communication services during internet outages by leveraging the local PSTN connection for critical functions like emergency calling and inbound/outbound calls. This functionality requires Audio Codes hardware.
License Models: RingEX offers Core (essential tools for SMBs), Advanced (adds call recording, analytics, CRM integrations), and Ultra plans (includes third-party integrations, SSO, and comprehensive analytics for larger enterprises).
Evaluating the Fit: Strengths and Considerations for RingCentral
Key Differentiators:
AI-powered features built-in to all license levels.
Extensive third-party integration options.
Bundled UCaaS/CCaaS capabilities (RingEx plus RingCx).
Advanced analytics and reporting tools.
Enterprise-grade security and reliability.
Considerations:
Clients have faced SMS compliance issues due to strict carrier registration.
Initial setup and configuration can be complex, especially for large organizations.
Mixed reviews regarding the responsiveness and effectiveness of client support.
Aligning UCaaS with Business Goals
When evaluating UCaaS providers, consider these essential factors:
PSTN Connectivity: Providers offer various options, including native calling plans, Bring Your Own Carrier (BYOC), and third-party integrations. Choose the option that best aligns with your existing infrastructure and future needs.
Survivability: Ensure your chosen solution offers survivability options to maintain communication during network outages and especially access to E911 services.
License Models: Providers offer various licensing models, from per-user subscriptions to enterprise agreements, catering to different organizational sizes and requirements.
Integrations: Evaluate how seamlessly the UCaaS platform integrates with your existing productivity tools and business applications, such as CRM and Microsoft 365.
Support: Assess the quality and responsiveness of technical support, as efficient issue resolution is paramount for critical business communications.
Understanding these aspects will empower your organization to make an informed decision for a UCaaS solution that drives efficiency, productivity, and collaboration.
At Burwood Group, we are experts in navigating the complexities of the UCaaS landscape. Our team can help you assess your unique business needs, understand the nuances of each major player, and implement a UCaaS solution that aligns perfectly with your strategic goals. Contact us today to learn how we can help your enterprise enhance its communication and collaboration capabilities.
