Unified Communications as a Service (UCaaS) Solutions

Unified Communications as a Service (UCaaS) Solutions Overview

Unified Communications as a Service (UCaaS) platforms provide a broad range of communication and collaboration applications and services in the cloud. The three main capability areas UCaaS solutions cover are: voice/VoIP, audio and video conferencing, and instant messaging/chat. Many vendors also include team collaboration features, such as screen sharing or real-time document editing. Contact Center software may also be offered as a separate solution or add-on product.

Many vendors in the UCaaS space started out offering one type of communication tool, like Web Conferencing or VoIP software, and then expanded their cloud services to include other types of communication tools. As a result, there is a certain degree of overlap between UCaaS and these two software categories. Certain vendors may be more well known for their web conferencing and voice solutions, even if they also offer fully featured UCaaS platforms.

Other legacy unified communication (UC) vendors have had comprehensive unified communications solutions for a while, but many of these systems started out as on-premise solutions. Now, both vendors also offer unified communications delivered via the cloud.

Top Rated Unified Communications as a Service (UCaaS) Products

TrustRadius Top Rated for 2022

These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.

Unified Communications as a Service (UCaaS) Solutions TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Unified Communications as a Service (UCaaS) Products

(1-25 of 71) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

Zoom

Zoom

Customer Verified
Top Rated

Zoom is a unified communications platform primarily known for its use as a web conferencing tool. It features HD video and audio, collaboration tools, chat functionality, and an enterprise cloud phone system.

Key Features

  • Desktop sharing (684)
    90%
    9.0
  • High quality video (691)
    86%
    8.6
  • High quality audio (689)
    86%
    8.6
Webex App

Webex App

Customer Verified
Top Rated
TRUE

Webex App brings together Calling, Meeting and Messaging modes of collaboration in order to create a seamless, engaging, inclusive and intelligent experience.Seamless collaboration across devices, locations and organizations· Use any computer, tablet, phone, browser or Cisco…

Key Features

  • Chat (326)
    90%
    9.0
  • Discussions (306)
    88%
    8.8
  • Notifications (320)
    86%
    8.6
8x8 X Series

8x8 Virtual Office is a unified business phone and VoIP communications service. It includes features such as instant messaging, softphone, video calling, web conferencing, call recording, visual voicemail. Prices range from $22-$175 per user per month, depending on amount of features…

Key Features

  • Message alerts (218)
    87%
    8.7
  • Directory of employee names (187)
    84%
    8.4
  • Answering rules (226)
    83%
    8.3
Microsoft Teams

Microsoft Teams combines video conferencing software with team collaboration tools. The communications platform allows MS Office users to conduct conference calls and share files via SharePoint, and join or initiate a group chat.

Key Features

  • Chat (152)
    92%
    9.2
  • Discussions (141)
    89%
    8.9
  • Notifications (151)
    86%
    8.6
Dialpad Talk

Dialpad Talk is a cloud communications UCaaS platform that provides users with integrated voice, video, and messaging capabilities from one unified interface. It integrates with the vendor's web conferencing product, UberConference, as well as with G Suite, Microsoft Office 365,…

Fuze

Fuze

Customer Verified
Top Rated
TRUE

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

Key Features

  • Mobile app for iOS (93)
    82%
    8.2
  • Directory of employee names (106)
    80%
    8.0
  • Answering rules (98)
    74%
    7.4
NetFortris (formerly Fonality)

NetFortris provides business phone systems using Polycom and Yealink IP phones. They offer three subscription-based pricing plans, all including unlimited VoIP and desktop phone options. Advanced plans include other features such as video collaboration, softphone, and on-demand recording.…

Key Features

  • Directory of employee names (77)
    80%
    8.0
  • Answering rules (88)
    78%
    7.8
  • Call reports (77)
    60%
    6.0
GoTo Connect

GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.

Key Features

  • Answering rules (80)
    82%
    8.2
  • Directory of employee names (75)
    82%
    8.2
  • Message alerts (80)
    81%
    8.1
Google Hangouts (Classic)

The classic version of Google Hangouts is a communication platform that includes messaging, voice, VoIP, and video call capabilities. It was part of Google’s G Suite offering and integrated with applications such as Gmail and Google+. Users of the classic version of Hangouts will…

Key Features

  • Mobile app for iOS (74)
    88%
    8.8
  • Video conferencing (80)
    85%
    8.5
  • Audio conferencing (80)
    85%
    8.5
AVI-SPL

AVI-SPL

Customer Verified
Top Rated

AVI-SPL is a digital workplace services provider that works with organizations globally to improve team collaboration through video and audio technology.

RingCentral MVP

RingCentral MVP is a cloud-based VoIP solution available via computer mobile application. It features video and audio conferencing, desktop phone rentals, collaboration tools, and integrations with other business applications. RingCentral offers plans available on a monthly, per…

Key Features

  • Answering rules (55)
    70%
    7.0
  • Message alerts (60)
    68%
    6.8
  • Audio conferencing (56)
    62%
    6.2
Ooma Office

For businesses of all sizes, Ooma provides advanced voice and collaboration features which they describe as flexible and scalable. With plans starting at $19.95 per user per month, Ooma Office is available without contracts or long-term commitments so as to make it easy for a small…

Key Features

  • Message alerts (54)
    99%
    9.9
  • Answering rules (55)
    95%
    9.5
  • Mobile app for iOS (50)
    90%
    9.0
MiCloud Connect (formerly ShoreTel)

MiCloud Connect is a business communications solution for contact centers that includes features like IP PBX telephony service, desk phones, softphone, and collaboration tools. It is integrable with other business communication technology, including Microsoft Outlook and CRM software.…

Key Features

  • Answering rules (21)
    98%
    9.8
  • Call park (23)
    97%
    9.7
  • Directory of employee names (24)
    57%
    5.7
Broadvoice

Broadvoice

Customer Verified
Top Rated

Broadvoice aims to simplify communications for small and medium businesses (SMBs) by combining cloud PBX, UC and collaboration features with virtual call center in one Unified Communications as a Service (UCaaS) platform that delivers enterprise-class features.

Cisco Unified Communications Manager (Call Manager)

Call Manager is a unified call control center from Cisco that supports enterprise collaboration functions across the spectrum of IP telephony, video & web conferencing, and messaging. Features include call forwarding, call back, call transfer, ad hoc conferencing, and call park.

Key Features

  • Answering rules (39)
    88%
    8.8
  • User templates (36)
    85%
    8.5
  • Audio conferencing (37)
    80%
    8.0
Avaya Cloud Office

Avaya Cloud Office is a comprehensive cloud solution, developed to simplify business communication. Avaya Cloud Office supports UC and CC functions and allows users to call, chat, meet, and collaborate from anywhere. Powered by AI, the cloud platform is built to create a seamless,…

Amazon Chime

Amazon Chime is a communications service from Amazon Web Services with a built-in VoIP solution. Amazon Chime can be used for online meetings, video conferencing, and business calling, and features pay-as-you-go pricing.

Key Features

  • High quality audio (27)
    85%
    8.5
  • Desktop sharing (26)
    82%
    8.2
  • High quality video (27)
    75%
    7.5
Avaya OneCloud UCaaS

Avaya OneCloud UCaaS is a cloud-based digital workspace. UCaaS aims to set employees up for success with unified internal communication, supporting voice, chat, email, video, file sharing, task management and more. Create collaboration in real-time, using any device or system, through…

Vonage Business Communications

Vonage Business Cloud is a communication solution aimed at small-midsize companies. It integrates with third party applications, and includes IP-PBX capabilities, video conferencing, and collaboration tools. Pricing starts at $19.99 per month and increases with the amount of phone…

PanTerra Streams

PanTerra is a provider of unified cloud-based services for communications, enterprise file sharing and mobility solutions for mid-market enterprises (MME), headquartered in Santa Clara. The Company's Streams service provides - Unified Communications and SmartBox - Communications-…

Nextiva Business Phone Service

Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.

Key Features

  • Answering rules (7)
    90%
    9.0
  • Directory of employee names (6)
    90%
    9.0
  • Message alerts (7)
    81%
    8.1
MiVoice Office Application Suite (Mitel Application Suite)

MiVoice Office Application Suite delivers a range of applications on top of the MiVoice Office 250 telephone system. Whether it be unified communications, mobile connectivity, call reporting, call recording or outbound dialing, MiVoice Office 250 customers can benefit from the enhanced…

Evolve IP Unified Communications

Evolve IP is a cloud-based business phone system that has integrations with third-party applications such as Google, Salesforce, and Zendesk. It includes features such as call forwarding, call park, voicemail, caller ID, group directory, audio conferencing, and inbound fax messaging.…

Universal Connectivity

Universal Connectivity helps clients simplify communications systems for more than two decades. The vendor states they believe flexible, scalable cloud-based telecommunications enable businesses to better connect with the clients they serve. Their products, customized solutions and…

FluentCloud

FluentCloud, from FluentStream Technologies, is a dynamic, cloud-based business phone system. FluentCloud includes FluentStream's leading phone system, phone service and customer support team, all in one. The FluentCloud product aims to provide businesses with new telecommunications…

Learn More About Unified Communications as a Service (UCaaS) Solutions

What are Unified Communications as a Service Solutions?

Unified Communications as a Service (UCaaS) platforms provide a broad range of communication and collaboration applications and services in the cloud. The three main capability areas UCaaS solutions cover are: voice/VoIP, audio and video conferencing, and instant messaging/chat. Many vendors also include team collaboration features, such as screen sharing or real-time document editing. Contact Center software may also be offered as a separate solution or add-on product.

Many vendors in the UCaaS space started out offering one type of communication tool, like Web Conferencing or VoIP software, and then expanded their cloud services to include other types of communication tools. As a result, there is a certain degree of overlap between UCaaS and these two software categories. Certain vendors may be more well known for their web conferencing and voice solutions, even if they also offer fully featured UCaaS platforms.

Other legacy unified communication (UC) vendors have had comprehensive unified communications solutions for a while, but many of these systems started out as on-premise solutions. Now, both vendors also offer unified communications delivered via the cloud.

Collaborative Meeting Services

As more and more organizations transition to remote working, businesses and their employees increasingly rely on UCaaS and Video Conferencing platforms to support their online collaboration needs. In this sense, UCaaS platforms are not only unifying communication across businesses, but actively facilitating collaborative activities.

Thus, ‘collaborative meeting services’ is becoming a popular new moniker for UCaaS platforms. Some examples of technology vendors that are leaning heavily into this trend include Microsoft (Microsoft Teams), Cisco (Cisco Webex Teams), and Zoom.

UCaaS Features & Capabilities

  • Instant message/chat
  • Presence Technology (makes it possible to locate and identify a computing device)
  • Audio, web, and video conferencing
  • Voice/VoIP technology
  • Team collaboration features (e.g. screen sharing)
  • Business email
  • Call recording
  • Centralized management

Some UCaaS vendors also offer contact-center capabilities, including auto-attendant, interactive voice response, call routing, and customer relationship management integrations. Many vendors are also building APIs into their offerings. This helps customers embed cloud-based communication tools directly into their applications.

UCaaS Comparison

Recent trends in the UCaaS space are changing how businesses think about their communications. Before purchasing a UCaaS solution, really think about whether or not your organization will benefit most from a unified platform, or will thrive best in a situation where different teams or departments manage their own communications tools, and rely only on a VoIP or web conferencing platform. Trends to look out for when determing which UCaaS solution may be right for you include:

  • Increased integration options: Customers have become more demanding about integrations and require better integrations with CRM and other line-of-business applications.
  • Security is becoming a differentiator with some vendors providing packaged encryption and VPN, as well as two-factor authentication and Single Sign-On.
  • User interfaces are becoming more customizable. This enables customers to design the product around their corporate brand.
  • A high degree of consolidation of different types of communication software (e.g. audio/video conferencing, VoIP) into unified cloud platforms.

Start a UCaaS solution comparison

Pricing Information

Pricing ranges widely depending on the actual bundle of technologies purchased and the number of users. However, for the most comprehensive, enterprise-ready UCaaS solutions, pricing starts at around $300/year per license or user.

More Resources

Unified Communications as a Service (UCaaS) Solutions Best Of Awards

The following Unified Communications as a Service (UCaaS) Solutions offer award-winning customer relationships, feature sets, and value for price. Learn more about our Best Of Awards methodology here.

Best Unified Communications as a Service (UCaaS) Solutions

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Frequently Asked Questions

What's the difference between UCaaS and VoIP?

Think of VoIP as just one component of UCaaS. UCaaS platforms typically cover four main capability areas:

  1. Voice/VoIP
  2. Meeting solutions (including audio and video conferencing)
  3. Team collaboration (e.g. document sharing, screen sharing)
  4. Instant messaging/chat and presence technology

While VoIP is one component of these larger unified communications platforms, most vendors that have comprehensive UCaaS platforms still offer their Voice/VoIP solution as a stand-alone product. This is because many companies have their communication technology organized in a decentralized fashion, and still use separate solutions for different communication needs.

Is Zoom a UCaaS?

The short answer is yes, Zoom is considered a competitor in the UCaaS space. By offering a web conferencing solution (meetings and chat), VoIP tool (Zoom Phone), and webinar platform (Zoom Webinar), organizations can utilize Zoom as a comprehensive UCaaS solution. Additionally, Zoom also features its Zoom Rooms bundles to allow organizations to have a one-stop-shop for their communications software and hardware.

What's the difference between UCaaS and CCaaS?

CCaaS stands for "Contact Center as a Service", which refers to contact center software provided as a cloud-based, subscription service.

Whereas UCaaS consolidates organizations' communications platforms, CCaaS focuses on enabling multichannel communication via one platform. Additionally, UCaaS may be better suited for internal communication, versus external communication. In this case, CCaaS shines in applications meant for interactions with customers and clients en masse. However, if customer communications are low at your organization, a UCaaS platform should suffice for your needs.