Do Your Clients Know the Difference Between Hosted VoIP and UCaaS? from ConnectMeVoice

Most organizations are quite adaptable. Over time, and especially within the past year, small and medium-sized businesses have had to make significant adjustments related to how and where their people work. Though the move to all-digital has been cumbersome for many, the sudden transition caused by the pandemic brought about the necessary changes that countless companies have been holding off for far too long. 

Communication is one of those adjustments. Sometimes those systems get overlooked. After all, a phone is a phone, and any technology company can provide those services, right? Of course not.

With the right solutions in place, office phones can significantly enhance businesses’ customer service, ROI, and collaboration abilities. MSPs are well aware that hosted VoIP is the tool that accomplishes that goal. After all, these technologies are a mainstay among the SMBs you support – and for a good reason. When compared to traditional PBX systems, there is no comparison. Voice has incredible flexibility and the features businesses need to succeed today.  

Give Your Clients More Voice Capabilities

IP-based telephony costs are significantly less than traditional phone systems. Hosted VoIP offers MSPs the opportunity to integrate critical business applications for their clients, including CRM and email systems. These combinations help companies improve their customer service and sales support and track related activities across the organization. When making or receiving calls, client information automatically pops-up, such as previous call notes and purchase history. 

The ability to work anywhere at any time is essential for business in 2020. With hosted VoIP, employees can change call routing, receive messages via text, and use regular phone functions from virtually any device. And features such as pre-recorded directories, multi-line call waiting and hold music add a level of professionalism to any organization.

Considering that these are just a few of the benefits of an IP-based telephony service, it is hard to imagine how any business would still use traditional phones. Hosted VoIP’s offerings are extensive, but UCaaS brings even more to the table by expanding communication channel options. These systems bring messaging, video conferencing, contact centers, chat applications, and yes, VoIP into a single platform. 

The ability to wrap all forms of communication into one is a huge benefit, especially for those businesses forced to transition to remote work. Not all organizations may need the power of UCaaS, which is why it’s essential to distinguish the key differences between these systems and a hosted VoIP solution. 

Are Unified Communications a perfect fit for your clients? Let’s look at the essential assets these platforms bring to the table.


UCaaS provides more robust correspondence capabilities, notably the visuals. Users can schedule one-on-one calls or one-to-many with hundreds of attendees. With employees spread across more locations, video makes daily or weekly meetings as close to the ‘real thing’ as possible. 

That is a critical capability with in-person events are no longer an option in many areas, which will likely continue well into 2021. Using video to host an online conference, webinar, or even tutorials can be a great way to connect with current and potential customers and other business partners. 


UCaaS is essentially a hub for team activities. Connected devices can access all messages, calls, and files, as well as build groups and host meetings. As the name suggests, all communication originates from one unified hub. 

Perhaps one of the most crucial modes for colleagues to work together is through messaging. This can refer to real-time conversations on an application to SMS and MMS. Not every bit of information exchanged requires a video-chat or an email – often, a quick memo is enough to keep employees in the same loop. This ability minimizes the time required for effective collaboration and ensures everyone stays focused on projects and collective activities. 


What happens when employees can no longer walk down the hall to have a quick chat with colleagues or check to see if they are on a call or are busy with other activities? Work from Home (WFH) can make it challenging to keep up with others’ schedules and availability. UCaaS solutions make it easy to see who is offline or online at any time and open to speak, meet, or collaborate in other fashions. 

Hosted VoIP or UCaaS?

The question for MSPs is which solution best suits each client’s specific needs? Perhaps UCaaS for the companies with remote workers and VoIP for lower-tech and low-collaboration organizations? Both systems can be extremely beneficial to any organization; it just depends on their activity levels, business requirements, and budgets.  

Either way, UCaaS, and hosted VoIP offer MSPs unique opportunities, allowing you to add extra capabilities to your solutions stack and differentiate your firm from the competition. Connect with your customers to find out which option best suits their needs and offer a custom communications platform they will genuinely appreciate.

Whether the answer is VoIP or UCaaS – either choice will be a win-win for you and your clients.

 If you enjoyed this blog, you might also be interested in the blog: 6 Essential Questions to Ask Remote Workers to Foster New Opportunities