What Is Managed UCaaS and Why Is It So Popular?

 Jul 24, 2020   |    Black Box

In this post, we’ll take a look at what Managed Unified Communications as a Service (UCaaS) is, what benefits you can reap from it, and why it is becoming so popular. According to Gartner, by 2021, 90% of all new UC purchases will be cloud-based UCaaS1, while investment in on-premise Unified Communications & Collaboration (UC&C) continues to decline.

To put that in perspective, in a 2019-20 Nemertes Research Group Inc. workplace collaboration study, nearly two-thirds of 600 organizations surveyed said they are using UCaaS or hosted services for all or part of their UC needs. Of organizations with on-premises UC, 43% said they are evaluating or planning to move to the cloud.2

Types of UC&C

Modern UC&C offers organizations an all-in-one communications platform that can include meetings, video, chat, phone, file sharing, and other collaboration features. What differs is where the system lives and how it is delivered.

On-Premises UC&C
An on-premise solution is one in which the UC&C equipment is deployed on site. It follows a CAPEX model and requires a large initial investment, as well as a significant investment in time and resources to implement. It may also require extensive internal management and maintenance. In addition, an on-premise solution takes exact planning. If it’s too small, it won’t be able to handle demand. If it’s too large, it’s wasted money.

Managed UCaaS
This is a UC&C solution delivered as a managed cloud-based platform. Users can select only the features they want and the provider manages them in the cloud.

The Eight Benefits of Managed UCaaS

OPEX Model

In Managed UCaaS, there is very little upfront cost. You basically pay monthly “rent” for the software and cloud infrastructure. Moving from an on-premises system to the cloud would mean a shift to an OPEX model from a CAPEX model.

Flexibility and Scalability

This may be one of the best features of a Managed UCaaS system. Related to OPEX pricing, you’ll have the flexibility to scale the number of licenses and/or features up or down based on current business needs.

Dispersed Footprint/Mobile/Remote Employees

Managed UCaaS works across town, across the country, and around the world. Users can access all services via the internet no matter where they are.

Implementation Speed

Cloud is fast, especially compared to on-premises systems that may take months or a year or more to plan and implement. Managed UCaaS is easy to set up, doesn’t require extensive IT resources, and provides instant connectivity. This is one of the reasons it was so widely implemented during the pandemic as 88% of organizations encouraged or required their employees to work from home.3 With the massive shift to remote work, 43% of IT leaders listed employee communications and collaboration as a top priority.4

Business Continuity

This is a huge benefit of Managed UCaaS and a top priority for business management. With applications and data stored in the cloud, organizations can maintain business continuity in the face of a disaster or a pandemic. In fact, 49% of organizations have a formal business continuity strategy and are actively digitizing business processes and/or assets.5


The responsibility for security is now in the hands of the service provider who has the resources and ability to protect your data and implement security patches quickly.

Future Proofing

A Managed UCaaS system is one of the best ways to ensure you’ll always have the latest applications and technologies. Cloud providers keep subscribers up to date so users don’t have to worry about managing upgrades.


By moving the day-to-day administrative responsibilities to a Managed UCaaS provider, you’ll free up internal IT resources to work on other projects. In addition to the unified communications and collaboration services, a Global System Integrator, such as Black Box, can provide managed migration and support from site surveys and a cloud readiness assessment to deployment and post deployment monitoring.

Making the Right UC&C Decision

We know migrating to a new communications system can be a daunting task. As a leader in Unified Communications & Collaboration with a robust portfolio of solutions from best-in-class partners, we can guide you through what options are available and what solution will work best for you. Learn more about our Managed UCaaS portfolio here. For more information, call us at 855-324-9909, or email us at contact@blackbox.com.  If you would like to receive our quarterly newsletter, View from the Edge, you can sign up here.

1. https://www.computerweekly.com/feature/Exploring-UCaaS-The-main-benefits-for-enterprises
2. https://nemertes.com/research/workplace-collaboration-2019-20-research-study-technology-trends/
3. Gartner, Coronavirus in Mind: Make Remote Work Successful!, 5 March 2020
4. https://www.channelpartnersonline.com/article/uc-roundup-ucaas-providers-in-next-stage-of-covid-19-surge/
5. https://www.spglobal.com/en/research-insights/featured/coronavirus-flash-survey-march-2020

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