8 Questions to Ask Your Future UCaaS Provider

March 14, 2024

Are you planning to hire a UCaaS provider for your business? Surely, you ay find yourself looking into a hundred companies aside from those recommended by your friends. And while it’s a great idea to outsource Unified Communications and Collaboration (UC&C) services to an expert in the field, asking the right questions during the selection process before you finalise any contracts is the key.

In plain language, you don’t want to throw money away on managed UC&C services that don’t match your business’ needs and goals, budget, evolving technology, or the digital market. But you want to invest in UCaaS implementation, which enables efficient teamwork, boosts overall productivity, and, above all, simplifies communication and streamlines workflows.

In this article, we’ll discuss our top 8 questions that you should ask any UCaaS provider to kow if they’re the right fit for your business. We’ll also explore the advantages of working with an UCaaS provider.

What is a UCaaS Provider?

A Unified communications as a service (UCaaS) provider is a company or organisation that provides UC&C services to businesses and individuals. They specialise in a wide range of IT areas, including cloud computing, telecommunications, software development, cybersecurity, data storage and management, training and education services, and other IT support services. Microsoft, Cisco, Dell, and Hewlett-Packard are among the top UCaaS providers worldwide.

UCaaS solutions cover a wide range of products, services, and technologies that facilitate communication and information management. Solutions in this category may involve hardware, software, networking, data analytics, and more.

If you’re in the market for UC&C solutions, it is important to do your research and choose a provider that can meet your specific needs. Get quotes from multiple providers and compare prices and services. 

What Role Does the Right UCaaS Provider Play?

Choosing the right UCaaS provider is a major decision that can have a significant impact on your business. A good UCaaS provider will help your business save time and money by streamlining your IT processes, improving your overall productivity, performance, and customer experiences, and ensuring your business stays competitive in the digital market. By taking the time to do your research and compare providers, you can be sure to find one that meets your needs and budget.

Some advantages of working with a UCaaS provider include the following:

Access to a wide range of services
Expertise and experience
Scalable solutions
Cost-effective pricing
24/7 support
Reliability and security

Choosing the Right UCaaS Provider

UC&C solutions have become integral to the success of businesses across various industries. For this reason, it’s crucial to consider factors such as their expertise, service offerings, and ability to align with your business goals when selecting a UCaaS provider.

Here’s a quick overview of the key points to consider throughout the assessment phase:

Identifying your business needs: It is important to clearly define your business’s demands and goals before reaching out to potential providers. Assess the areas where UC&Csolutions can add value and make a list of the specific requirements you expect from a service provider.
Evaluating provider knowledge and expertise: Find vendors who have a track record of success delivering UC&C solutions to businesses like yours. Find out if they can handle your specific needs by looking at their past work, case studies, and customer reviews.
Assessing present service offerings: Review the range of services offered by each provider. Ensure they offer the specific solutions or tailored services you need, such as network design, software development, data management, or cybersecurity. Evaluate their scalability and flexibility given your future growth.

8 Questions to Ask Your Future UCaaS Provider

By taking the time to ask these key questions during the selection process, you can be sure to choose the right UCaaS solutions provider with the right collaboration solutions for your business needs, seamless system integration, including business continuity, and enterprise mobility.

Here are some basic yet essential questions to ask a potential UCaaS provider:

1. What certifications do you hold?

Different UCaaS providers specialise in different areas. So, if you need help with specific things like cloud computing, cybersecurity, or software development, it’s important to find an UCaaS supplier who specialises in those areas. According to ACSC (Australian Cyber Security Centre), it’s important that your business prefer suppliers that have demonstrated a strong commitment to the security of their products and services. Similarly, an UCaaS provider should, at the very least have standards and industry certifications (e.g., ISO 20000-1:2011 Information Technology Service Management, ISO 22301:2012 Business Continuity Management Systems) to demonstrate that they have met certain standards of quality, security, and reliability to increase customer confidence and enhance their reputation.

2. What is your experience in my industry?

An experienced UCaaS provider has a better understanding of the industry’s current trends, challenges, and solutions. Thus, they’ll be able to offer better insights into your business and suggest customised solutions that meet your unique needs, as well as scale their offerings as your business grows. Enquire about completed projects or references from past clients that are like yours. This will give you confidence in their ability to handle your requirements effectively.

3. What is your Service Level Agreement (SLA)?

An SLA is a written agreement or legally binding contract between you and your UCaaS provider that outlines the exact services they will provide and their responsibilities, performance metrics for measuring the success of services, as well as how and when the contract may be terminated. Make sure you review their SLA and understand what kind of support you can expect from them.

4. How do you ensure data security and privacy?

Data security is paramount for any business. Any business that outsources its information and communication technology services should make this a high priority. Enquire about the provider’s data security protocols, certifications, disaster recovery plan to ensure business continuity, and other measures taken to protect your sensitive data from unauthorised access or breaches.

5. What is your support policy?

Reliable customer support is vital when dealing with UC&C solutions. Ask about the provider’s customer support processes, channels of communication, response times in case of emergencies, and escalation procedures to ensure you receive prompt assistance whenever needed. A reliable UCaaS provider will get the help you need whenever you need it, and that’s 24 hours a day, 7 days a week, 365 days a year.

6. What are your pricing options?

UCaaS providers have different pricing structures depending on the services they offer. Before you agree to the terms of service or sign a contract, you should first make sure that you fully understand their pricing structure and whether there are any hidden expenses.

7. What is your training and certification programme for your employees?

If a UC&C company is serious about providing excellent service, it will invest in training and developing its employees to ensure they have the skills and knowledge required to provide high-quality services. Enquire about the kind of training they offer their staff and if any of them have certifications.

8. How do you stay updated with the latest technology trends?

The digital market and technological landscape are constantly evolving. It’s essential to choose an UCaaS provider that is on top of the latest tech trends and is continually improving their services. Enquire about their approach to continuous learning and training and how they ensure their team stays knowledgeable about emerging technologies.

Is your current UC&C solution right for you?

Finding a reliable UCaaS provider is essential for ensuring that your business can take full advantage of the latest technologies and stay ahead of the competition. Technology is constantly evolving, and a good UCaaS provider should be proactive in keeping up with the latest trends and developments. At the end of the day, if you choose a provider who is committed to ongoing education and training, you can be confident that your business will stay ahead of the curve and continue to thrive in the digital marketplace.

Surely, there are more and newer questions. However, by asking these basic yet essential questions outlined in this article, you can evaluate potential providers and make an informed decision that aligns with your business’ unique needs and goals.

Not sure what you want? Learn more about our intuitive UCaaS solutions. Contact Hexicor today and learn more about how we can help your business grow!

Frequently Asked Questions about choosing the right UCaaS provider

What is UCaaS?

UCaaS (Unified Communications as a Service) is a cloud-based solution that unifies all your business communication tools—voice, video, instant messaging, file sharing, etc.—into a single platform.

What are the benefits of UCaaS?

UCaaS provides various advantages, including better collaboration, improved mobility, lower expenses, and simplified IT management

How much does UCaaS cost?

UCaaS pricing varies depending on features, number of users, and contract length. Most providers offer transparent pricing models.

What factors should I consider when choosing a UCaaS provider?

Choose a provider with a solid reputation, reliable infrastructure, excellent customer support, and security measures that match your regulatory requirements.

How secure is UCaaS?