Unified Communications as a Service: How to Improve Collaboration in Mid-Sized Teams
Most mid-sized enterprises rely on a patchwork of tools to stay connected: phone systems for calls, separate platforms for messaging, and yet another tool for video meetings. These systems don’t talk to each other. As a result, neither do your teams.
Messages get missed. Calls drop. Projects slow down. And when customers reach out, the experience feels fragmented.
Unified Communications as a Service (UCaaS) replaces this clutter with one platform. It brings voice, video, messaging, and integrations with business applications into a single, secure solution. For mid-sized businesses, the result is fewer delays, simpler support, and better collaboration across teams and locations.
Improving your communication capabilities is just one step towards modernisation: Digital Transformation Roadmap: Innovate with Confidence
What is Unified Communications as a Service, and How Does It Work?
Unified Communications as a Service (UCaaS) is a cloud-based platform that brings together:
- Phone systems using voice over internet protocol (VoIP)
- Video call tools for meetings and presentations
- Real-time messaging for internal and external conversations
- Integrations with calendars, CRMs, and other core business applications
Everything is hosted in the cloud, so there’s no need to maintain separate servers or hardware. Teams can connect from any device, wherever they are.
Key Features of a Unified Communications Solution
UCaaS platforms typically include:
- A VoIP-based phone system with call routing, voicemail, and mobile access
- Video conferencing tools for team and client meetings
- Chat and team messaging that syncs across devices
- Support for business-critical tools like Microsoft 365, Salesforce, and other apps
- Centralised administration and user management
- Built-in security, encryption, and service-level guarantees
How UCaaS Works in Practice
A UCaaS solution replaces siloed systems with one dashboard. Instead of jumping between tools, users make a call, send a message, or launch a video meeting in seconds – all in the same interface.
For IT teams, this means:
- One platform to manage instead of several
- Easier updates, user provisioning, and access control
- Less time spent fixing compatibility issues or managing outdated infrastructure
For users, it means:
- A better user experience
- No learning curve between tools
- More time spent working, less time switching
Mid-sized businesses don’t need more tools.
They need fewer, and UCaaS provides exactly that.
If your communications are hosted in the cloud, your team is probably using it on personal devices. Make sure they’re locked down: Hybrid Workplace Security and Device Management
Why Mid-Sized Enterprises are Switching to UCaaS
Mid-sized enterprises are under pressure to deliver better results with fewer resources. Outdated phone systems and mismatched communication tools make that harder than it needs to be.
UCaaS helps improve collaboration and reduce costs across the board.
Communication Challenges Before UCaaS
- Teams using multiple apps for messaging, video calls, and voice
- Disconnected communication between departments and sites
- Hidden costs tied to on-premise phone systems and outdated infrastructure
- Limited visibility into call quality, usage, or support issues
- Remote staff struggling to stay connected to core systems
How UCaaS Solves These Problems
A cloud-based unified communications solution brings everything under one roof. For mid-sized businesses, the advantages are clear:
- Lower operating costs: No need to invest in PBX hardware or maintain on-prem systems. UCaaS platforms run in the cloud with predictable monthly pricing.
- Simplified IT management: IT teams manage one system instead of five. That means faster onboarding, easier maintenance, and fewer tickets.
- Better collaboration: Everyone works from the same system whether they’re in the office, remote, or on the road. Messaging, voice, and video work together seamlessly.
- Improved customer service: With a single interface, teams can respond to enquiries faster and more consistently. No more searching through multiple apps to find a conversation.
- Sustainable IT operations: Fewer physical assets mean less energy use and hardware waste. It’s a cleaner, leaner approach to business communications.
A cloud-based UC solution might necessitate a cloud shift. Make sure you’re prepared: Mid-Market Cloud Migration Strategies for a Smooth Transition
How UCaaS Improves Communication (Internally and Externally)
When teams have to juggle different tools for chat, email, and video calls, things fall through the cracks. UCaaS cuts through that noise by bringing conversations together in one place. It supports real time communication without switching context or losing track of what’s been said.
Here’s how it improves collaboration across departments:
- Instant access to team messaging and voice calls without opening another app
- Video calls launched directly from the chat window or calendar invite
- Shared files and chat history available in the same workspace
- Consistent user experience across devices, from desktop to mobile
- Improved visibility for project managers and team leads
Teams can move faster and make fewer mistakes.
With Clients and Partners
Communication doesn’t stop at internal teams. UCaaS also improves the way businesses interact with clients, vendors, and partners.
- Faster response times using integrated contact tools
- Clearer communication with HD video call quality and reliable voice service
- One shared system for tracking conversations, no matter who picks up the phone or responds to a chat
- Smooth handoffs between departments or service reps (especially important for customer-facing roles)
This leads to a better customer experience and stronger relationships.
What to Look for in a UCaaS Platform
Not all UCaaS solutions have the same features. Mid-sized enterprises need something secure, scalable, and flexible enough to meet their working environment.
Prioritise These Key Features
- Core tools in one platform: Look for integrated voice, video, and messaging, plus calendar sync and file sharing.
- Strong security standards: End-to-end encryption, compliance features, and reliable vendor certifications are a must.
- Support for remote and hybrid teams: Your team needs to communicate from any device, in any location, without friction.
- Local support and service: Fast help from a team that understands your environment.
- Integration with existing tools: Seamless connection with Microsoft 365, CRMs, and other business applications matters more than flashier features.
Make sure security is embedded into your communications platform from the start: How to Develop a Cyber Security Roadmap and Build Resilience
Fewer Tools. Better Collaboration. Smarter Business.
Mid-sized enterprises need tools that work together. UCaaS isn’t just a replacement for your phone system. It’s a smarter way to manage every interaction, both internal and external.
If your teams are still jumping between apps (or your customer service still runs on a legacy system) it’s time for a change.
At Planet6, we help mid-sized enterprises replace outdated communications with secure, cloud-based platforms.
We support everything from rollout to integration, all backed by local experts and sustainable IT practices. Talk to us about your UCaaS options today.
FAQs
UCaaS is a cloud-based communications platform that combines voice, video, messaging, and collaboration tools into one secure system accessible from any device.
It streamlines communication, supports hybrid work, improves customer service, and removes the complexity of managing multiple disconnected apps.
Common UCaaS platforms include Microsoft Teams, Zoom Phone, RingCentral, and 8x8—all offering integrated voice, video, and messaging.
UCaaS eliminates on-premise phone hardware, consolidates vendor contracts, offers predictable monthly pricing, and reduces travel through video meetings.