UCaaS: One Size Doesn’t Always Fit All

Author: Diane Myers, Senior Research Director and Principal Analyst

Not available for licensing.

Businesses have come to rely on a host of communication tools, including video meetings and chat, for connecting with employees, partners, and customers. While these tools have proven extremely important, businesses still require traditional calling capabilities. Metrigy’s Employee Engagement Optimization: 2025 global study of 400 businesses found that for 68% of participants, the phone system remains critical for communications. The importance of the traditional phone call has not gone away. From the retailer to the doctor’s office, high school office, municipal water department, and beyond, the phone system remains critical for interfacing with customers and partners. The ability to receive and send calls is critical for the foreseeable future, but where the calling system resides and how it is managed continues to undergo a transformation as businesses migrate their phone systems to the cloud and managed service providers.

Table of Contents

• Executive Summary
• One Size Does Not Fit All
• Customizing UCaaS for Large Enterprises
  • Unique Requirements for Large Enterprises
  • Financial Institution Case Study
• Conclusions & Recommendations