Get Instant Access
to This Blueprint

Infrastructure Operations icon

Assess Your Readiness to Implement UCaaS

Find the right solution for your organization, whether it is Teams Phone or another product.

  • Employees no longer work in the office all the time and have adopted a hybrid or remote policy.
  • Security is on your mind when it comes to the risks associated with data and voice across the internet.
  • You are unaware of the technology used by other departments, such as sales and marketing.

Our Advice

Critical Insight

  • The importance of doing your due diligence and building out requirements is paramount to deciding on what UCaaS solution works for you. Even if you decide not to pursue this cloud-based service, at least you have done your homework.
  • There are five reasons you should migrate to UCaaS: flexibility & scalability, productivity, enhanced security, business continuity, and cost savings. Challenge your selection with these criteria at your foundation and you cannot go wrong.

Impact and Result

With features such as messaging, collaboration tools, and video conferencing, UCaaS enables users to be more effective regardless of location and device. This can lead to quicker decision making and reduce communication delays.

Assess Your Readiness to Implement UCaaS Research & Tools

1. Assess Your Readiness to Implement UCaaS Storyboard – Research that reviews the business drivers to move to a UCaaS solution.

In addition to examining the benefits of UCaaS, this deck covers how to drive toward an RFP and convince the C-suite to champion your UCaaS strategy.

2. UCaaS Readiness Questionnaire – Three sets of questions to help determine your organization's readiness to move to a UCaaS platform.

This questionnaire is a starting point. Sections include: 1) Current State Questionnaire, 2) IT Infrastructure Readiness Questionnaire, and 3) UCaaS Vendor Questionnaire. These questions can also be added to an RFP for UCaaS vendors you may want to work with.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.


Overall Impact


Average $ Saved


Average Days Saved




$ Saved

Days Saved

City of Albemarle

Guided Implementation




Best was working with John to build a template for the City's technology-related RFPs that we can use for multiple projects. We have already used ... Read More

Assess Your Readiness to Implement UCaaS

Unified communication as a service (UCaaS) is already here. Find the right solution for your organization, whether it is Teams Phone or another solution.

Analyst Perspective

UCaaS is the solution to the hybrid and remote working world

Hybrid/remote work is a reality and there is little evidence to prove otherwise despite efforts to return employees to the office. A 2023 survey from Zippia says 74% of US companies are planning to or have implemented hybrid work policies. Given the reality of the new ways people work, there’s a genuine need for a UCaaS solution.

The days of on-premises private branch exchange (PBX) and legacy voice over internet protocol (VoIP) solutions are numbered, and organizations are examining alternative solutions to redundant desk phones. The stalwarts of voice solutions, Cisco and Avaya, have seen the writing on the wall for some time: the new norm must be a cloud-based solution that integrates via API with content resource management (CRM), email, chat, and collaboration tools.

Besides remaining agile when accommodating different work locations, it’s advantageous to be able to quickly scale and meet the needs of organizations and their employees. New technology is moving at such a pace that utilizing a UCaaS service is truly beneficial, especially given its AI, analytics, and mobile capabilities. Being held back by an on-premises solution that is capitalized over several years is not a wise option.

Photo of John Donovan
John Donovan
Principal Research Director, I&O Practice
Info-Tech Research Group

Insight Summary

Improved integration and communication in a hybrid world
Unified communication as a service (UCaaS) integrates several tools into one platform to provide seamless voice, video, chat, collaboration, sharing and much more. The ability to work from anywhere and the ability to use application programming interfaces (APIs) to integrate content resource management (CRM) and other productivity tools into a unified environment is a key component of employee productivity, whether at the office or remote, or even on mobile devices.

Simplify your maintenance, management, and support
Communication and voice using a cloud provisioner has many benefits and makes life easier for your IT staff. No more ongoing maintenance, upgrades, patching and managing servers or private branch exchanges (PBXs). UCaaS is easy to deploy, and due to its scalability and flexibility, users can easily be added or removed. Now businesses can retire their legacy technical debt of voice hardware and old desk phones that clutter the office.

Oversight on security
The utilization of a software as a service (SaaS) platform in UCaaS form does by design risk data breaches, phishing, and third-party malware. Fortunately, you can safeguard your organization’s security by ensuring the vendor you choose features SOC2 certification, taking care of encryption, firewalls, two-factor authentication and security incident handling, and disaster recovery. The big players in the UCaaS world have these features.

Executive Summary

Your Challenge

So, your legacy PBX is ready to be replaced. It has no support or maintenance contract, and you face a critical decision. You could face these challenges:

  • Employees no longer work in the office all the time and have adopted a hybrid or remote policy
  • Security risks associated with data and voice across the internet
  • Limited awareness of the technology used by some departments, such as sales and marketing

Common Obstacles

Businesses may worry about several obstacles when it’s time to choose a voice and collaboration solution. For example:

  • Concern over internet connectivity or disruptions
  • Uncertainty integrating systems with the platform
  • Unsure whether employees will embrace new tools/workflows that completely change how they work, collaborate, and communicate
  • Failure to perform due diligence when trying to choose the right solution for an organization

Info-Tech’s Approach

It’s critically important to perform due diligence and build out requirements when deciding what UCaaS solution works for you. Even if you decide not to pursue this cloud-based service, at least you will:

  • Determine your business case
  • Evaluate your roadmap for unified communication
  • Ask all the right questions to determine suitability

In this advisory deck, you will see a set of questions you must ask including whether Teams is suitable for your business.

Info-Tech Insight

Determine your communication and collaboration needs. Evaluate your current use of voice, video, chat, collaboration, sharing, and mobility whether for the office or remote work. Evaluate your security and regulatory requirements and needs. Determine the integration requirements when evaluating top vendors.

The evolution of unified communication

How we moved from fax machines and desk phones to an integrated set of tools on one platform in the cloud

A diagram that shows the evolution of unified communication from 1980s to 2020s.

Business drivers for moving to UCaaS

What organizations look to gain or save by moving to UCaaS solutions

Flexibility and scalability
Ability to add/remove users and services as appropriate for changing business needs, allowing for quick adaptation to changing markets.

Offering features like messaging, collaboration tools, and video conferencing enables users to be more effective regardless of location and device. May lead to quicker decision making and reduced communication delays.

Cost savings
Eliminating the need for on-premises hardware and software, reducing maintenance and support costs. Predictable monthly billing.

Business continuity
Reducing risks of disruption or disaster. Allowing users to work from anywhere when the physical office is unavailable. Additional features can include disaster recovery and backup services.

Enhanced security
UCaaS providers usually offer advanced security and compliance features including encryption, firewall, intrusion detection, and certifications like HIPAA and SOC 2.

KPIs to demonstrate success

What key metrics should businesses measure to demonstrate a successful UCaaS project?
What improvements are needed?
What can be optimized?

KPI Measurement
User adoption rate
  • % of employees utilizing UCaaS solutions
  • # of users who completed UCaaS training/onboarding
  • # of calls or messages sent per user
Call quality and reliability
  • % of calls with good to excellent quality
  • # of dropped calls or call disruption
  • Mean opinion score (MOS) for video and voice quality
Cost savings
  • TCO for UCaaS compared to previous solution
  • Cost per month for UCaaS
  • Reduced hardware/maintenance and communication costs
Improved productivity
  • Time saved with streamlined comms workflows
  • # of successful collaborative projects or meetings
  • Improved speed and quality for customer service or support
Customer satisfaction
  • Net promoter score or CSAT
  • Positive customer reviews
  • Time-to-resolution of customer issues
  • Ability to add/remove/change user features as needed
  • Time to deploy new UCaaS features
  • Scalability of network to support increased UCaaS usage

What are the surveys telling us?

Different organizations adopt UCaaS solutions for different reasons


Collaboration: No Jitter’s study on team collaboration found that 95% of survey respondents think collaborative communication apps are a necessary component of a successful communications strategy.
Source: No Jitter, 2018.


Security: When deploying remote communication solutions, 95% of businesses say they want to use VPN connections to keep data private.
Source: Mitel, 2018.


Flexibility: While there are numerous advantages to cloud-based communications, 31% of companies intend to use UCaaS to eliminate technical debt from legacy systems and processes.
Source: Freshworks, 2019.

UCaaS adoption

While many organizations are widely adopting UCaaS, they still have data security concerns

UCaaS deployments are growing

UCaaS is growing at a rate that shows the market for UC is moving toward cloud-based voice and collaboration solutions at a rate of 29% year over year.

Source: Synergy Research Group, 2017.

Security is still a big concern

While it’s increasingly popular to adopt cloud-based unified communication solutions, 70% of those companies are still concerned about their data security.

Source: Masergy, 2022.

Concerns around security range from encrypting conversations to controlling who has access to what data in the organization’s network to how video is managed on emerging video communications platforms.

Info-Tech Insight

Ensure you maintain a robust security posture with your data regardless of where it is being stored. Security breaches can happen at any location.

UCaaS vs. on-premises UC

A diagram that shows UCaaS benefits

Main benefits of UCaaS

  • Rapid deployment: Cloud hosting provides the ability to deploy quickly.
  • Ease of management: It’s no longer necessary for companies to manage communications across multiple platforms and devices.
  • Better connection: The communication flow across teams and with customers is faster and easier with phone, messaging, audio and video conferencing available in one place.
  • Scalability: Since UCaaS is an on-demand service, companies can scale their communication needs to what’s immediately required at an affordable price.

Info-Tech Insight

There are five reasons you should migrate to UCaaS. They are advanced technology, easily scalable, cost efficiencies, highly available, and security. There are always outliers, but these five criteria are a reliable foundation when assessing a vendor/product.

Assess Your Readiness to Implement UCaaS preview picture

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.


Overall Impact

Average $ Saved

Average Days Saved

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve.

Read what our members are saying

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Talk to an Analyst

Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.

Book an Analyst Call on This Topic

You can start as early as tomorrow morning. Our analysts will explain the process during your first call.

Get Advice From a Subject Matter Expert

Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and set the direction for your next project step.

Unlock Sample Research


John Donovan

Visit our Exponential IT Research Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019