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Collaboration, Voice & AV · Foundational

Unified Communications as a Service (UCaaS)

Cloud-delivered unified communications, including calling, meetings and messaging, provided by a vendor on a subscription basis.

Definition

With UCaaS the provider operates call control, media services and applications, while the customer manages users, numbers and devices through a portal. Examples include Webex Calling, Microsoft Teams Phone, Zoom Phone and RingCentral. PSTN access comes through provider calling plans, partner carriers or customer-managed gateways.

Example

An organization replaces its on-premises PBX with Webex Calling and manages everything in Control Hub.

Exam tip

UCaaS shifts infrastructure operations to the provider but leaves network QoS, emergency calling configuration and identity integration with the customer.

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