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Believing These 5 Myths about UCaaS Could Hurt Your Business

In today’s world of razor-thin margins and fierce competition, it can be dangerous to not fully understand operational technology. Unfortunately, what you don’t know about unified communications as a service (UCaaS) can hurt your business.

To clear up these misconceptions, we’ve debunked the five common myths about UCaaS.

myths about UCaaS

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Myth #1: Voice Is Dead

There’s no doubt that there’s been an increase in communications mediums. There’s email, messaging apps, video, social media, and more.

However, the rise of these alternatives doesn’t lessen the need for voice communication, nor does it reduce the value that a phone call brings to interactions. For example, a phone call with a customer helps service reps understand tone and sentiment while building rapport. When email threads among colleagues grow too complex, a phone call is often the fastest way to resolve the issue.

“Voice is how we enhance trust, build and protect interactions and reputations, and overcome objections,” explains Dave Michels of TalkingPointz in his expanded analysis about the Five Myths about UCaaS.

Myth #2: UCaaS Killed the PBX

PBX voice communications systems aren’t dead. Instead, the functionality has been transformed into smarter solutions that have increased features and decreased costs.

debunking UCaaS myths with Ooma

By moving private branch exchange (PBX) technology to the cloud, business phone systems can provide a powerful level of connectivity via an internet-based PBX, called IP-PBX. This shift makes it possible to implement features such as call automation and anywhere access for your work phone via a mobile app. Plus, it costs much less, saving mid-sized companies hundreds of dollars per month and many thousands per year. In addition, companies of all sizes receive enhanced flexibility and agility, being able to set up new numbers in seconds and new offices within a few hours, not days.

The move from a traditional PBX to one in the cloud also makes it possible to expand communications services to include integrated messaging, chat, fax, and video. Video conferencing obviously wasn’t an option in the 1950s when traditional PBX became popular, but today, UC platforms can handle all forms of audio and visual communication in the cloud.

Myth #3: All VoIP Service Is Global

Because VoIP phone systems use the internet, it’s easy to assume all providers offer full global coverage. However, the behind-the-scenes infrastructure of a VoIP platform can make the difference between choppy service and great service.

Some providers seek to cut costs by transmitting all network traffic through a single data center in the United States. When a call is initiated on the other side of the globe, the transmission distance can result in network loss, jitter, and latency.

The alternative is a global network that provides top quality voice, such as the unique internet infrastructure used by Ooma Enterprise VoIP. With POPs distributed around the world, Ooma customers receive high-quality, real-time communication and improved call reliability.

Myth #4: ‘As a Service’ Means Self-service

Using a cloud-based UCaaS solution doesn’t mean that you’re on your own. Ooma Enterprise’s hands-on support team helps you to streamline implementation, maintenance, and changes.

Each customer has a dedicated Ooma Success Hero to provide concierge-level assistance that is second to none. Rather than a self-service approach, Ooma’s managed service makes it easy for you to get the phone system you want without wasting time and money. The success hero service is included in the affordable monthly rate.

myths about UCaaS business phone

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Myth #5: Contact Center Is Separate from Business Phone

The functions of unified communication (UCaaS) and call center (CCaaS) can be acquired separately; however, there are advantages to bundling UCaaS and CCaaS service from the same provider.

When you dispel the myth of using two providers, you can streamline operations and management. Additionally, you get a more integrated network. Rather than establishing communication silos and disjointed systems, unifying UCaaS and CCaaS creates continuity and flexibility so that your phone system can meet your business needs.

For example, Ooma Enterprise UCaaS offers a comprehensive Call Center Platform. With this integrated approach, you’ll not only have full CCaaS capability, but you can also convert any extension into an extra agent to help out when call volume spikes for a busy receptionist or IT help desk.

Learn more about how Ooma Enterprise and Cloud Phone Systems can help your business be more connected.

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Chris Burgy

Chris Burgy is responsible for mergers and acquisitions, strategic partnerships and driving Ooma’s strategy for enterprise unified communications as a service (UCaaS). He brings diverse experience ranging from information technology, sales, channel business models, corporate development and strategy. Prior to joining Ooma, Chris was Vice President of Corporate Strategy at ShoreTel and was a leading contributor to the successful transformation of ShoreTel into a cloud company. He holds Master of Business Administration and Bachelor of Science degrees from California State University, Bakersfield.


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