Category: Voice

  • UCaaS vs CCaaS vs PBX: What’s the difference?

    UCaaS vs CCaaS vs PBX: What’s the difference?

    UCaaS vs CCaaS vs PBX: What’s the difference?

    If you run a business today, good communication tools are a must. But with so many options out there – UCaaS, CCaaS, and phone systems – it can get confusing fast.

    You might be wondering: Do I need all of them? What’s the difference? Can I just use one?

    Here’s the simple breakdown:

    • UCaaS helps your team talk and work together using voice calls, video meetings, and chat – all in one app.
    • CCaaS is for talking to your customers across different channels like phone, email, or live chat.
    • A phone system connects everything behind the scenes. It’s what actually makes the calls happen.

    In this article, we’ll explain the differences in UCaaS vs CCaaS vs PBX, and which one (or which combination of the three) might be best for your business.

    What is UCaaS? (Unified Communications as a Service)

    UCaaS is a communication tool that helps people in the company stay connected. It puts things like phone calls, video messaging, and file sharing into one easy-to-use platform.

    Instead of jumping between different apps or tools, your team can call, chat, and meet all in one place – whether they’re working in the office, at home, or on the go.

    Why use one platform for everything?

    When communication is scattered across different apps, things can fall through the cracks. People miss updates, switch tabs constantly, and waste time looking for files or trying to remember what was said, where.

    UCaaS solves that by putting all communication in one place:

    • No switching apps just to join a call or send a message
    • Everyone stays in the loop, reducing the chances of missed messages
    • Teams can see who’s available and respond faster
    • Conversations stay organized by project or team
    • IT manages one or at least fewer secure systems instead of many

    What can UCaaS do?

    • Voice calls (VoIP): Make and take business calls using the internet
    • Video meetings: Meet face-to-face online with teammates or clients
    • Team chat: Send quick messages or share updates in real-time
    • File sharing: Share documents or files during a call or in chat
    • Mobile and desktop access: Use it from your phone or computer
    • Teams that work in different locations
    • Small businesses that want a simple way to stay organized
    • Companies looking to save money on old phone systems

    Example

    Imagine you run a small agency with five team members in different cities. Instead of emailing files back and forth and texting on WhatsApp, everyone uses one app to hop on video calls, chata in real time, and share project updates instantly. If a client calls your business number, it rings on you rapp whether you’re at your desk or on your phone.

    Popular UCaaS Platforms:

    What is CCaaS? (Contact Center as a Service)

    CCaaS is a tool made for talking to customers. It brings together all the ways people contact your business, like phone, live chat, email, social media, and event text into one system.

    Instead of juggling different inboxes, phone lines, and chat windows, your support or sales team can handle everything from one dashboard.

    Why does this matter?

    When customers reach out, they expect quick, helpful answers no matter the channel. If your team has to jump between tools to find the right info or switch tabs constantly, it leads to delays, mistakes, and frustration for everyone.

    CCaaS solves that by:

    • Keeping all conversations in one place
    • Showing customer history, so agents don’t start from scratch
    • Letting agents switch channels mid-conversation if needed
    • Using AI to save time and help agents work smarter

    Whether it’s a phone call, a Facebook message, or a live chat from your website, CCaaS keeps it all connected.

    What can CCaaS do?

    • Omnichannel Support: Answer customers on voice, chat, SMS, email, and social media
    • Smart call routing: Automatically send calls to the right person
    • IVR and chatbots: Let customers help themselves or get answers faster
    • Real-time dashboards: See agent performance and customer wait times
    • AI-powered tools: Suggest replies, transcribe calls, and flag urgent issues

    Real-life example

    Let’s say you run an online store. Customers message you on instagram, call with questions about orders, and email when there’s a problem.

    Without CCaaS, your team is bouncing between five apps. With CCaaS, everything comes into one dashboard. An agent sees that the customer who just called also chatted earlier and can pick up the conversation without making them repeat themselves. A chatbot ansewrs common questions automatically, and your team gets insights on where customers are getting stuck.

    Popular CCaaS platforms

    • NICE CXone: Advanced AI tools with strong multichannel and self-service features
    • 8×8 Contact Center: Known for great customer journey tracking
    • Zoom Contact Center: Video-first platform made for Zoom users expanding into CX
    • Simplify360: Omnichannel platform, strong in social media and messaging support
    • Genesys Cloud: Great for customer journey tracking and real-time analytics

    What is a Phone System (PBX)?

    A PBX, or Private Branch Exchange, is a system that connects phone calls inside a business and routes calls in and out. It’s what gives employees their own extensions, voicemail, and the ability to transfer calls without using separate phone lines for everyone.

    What can a phone system do?

    • Call routing: send calls to the right person or department
    • Extensions: Give each team member their own number
    • Voicemail: Let customers leave messages when no one’s available
    • Auto-attendant: Greet callers and offer menu options like “Press 1 for sales”
    • Call transfer and hold: Move calls between people smoothly

    Why does it matter?

    A phone system is the foundation of any business communication setup. Whether you’re using UCaaS or CCaaS, both still rely on some kind of phone system underneath to manage calls.

    When it comes to UCaaS vs CCaaS vs PBX, you might not need a full call center or collaboration suite. But you still need a reliable way for people to call your business and reach the right person.

    Real-life example

    Say you run a plumbing company. You don’t need video meetings or live chat, but you do need a system that lets customers call one number and get sent to the right technician or leave a voicemail after hours. That’s your phone system at work, even if it’s just a simple cloud-based PBX app.

    Common phone system providers

    • ULAP Voice: Affordable, cloud-based phone system with global coverage
    • Zoom Phone: Easy to add onto Zoom’s existing platform
    • 8×8 CPaaS: Combines business phone, chat, and video in one solution
    • Vonage Business: A flexible phone system with integration options for growth
    • Ooma Office: VoIP system with traditional phone feel
    • Grasshopper: Basic virtual phone system for solo entrepreneurs or small teams

    UCaaS vs CCaaS vs PBX: What’s the difference?

    Now that we’ve gone through what each system does, here’s a simple side-by-side comparison to show how UCaaS, CCaaS, and phone systems stack up.

    FeatureUCaaSCCaaSPhone System (PBX)
    Main purposeInternal team communication & collaborationCustomer support and engagementBasic call routing & phone line management
    Used byEmployees, remote teamsSupport agents, sales repsAny team needing a business phone number
    ChannelsVoice, video, messaging, file sharingVoice, chat, email, SMS, social mediaVoice only (some may support voicemail or fax)
    AccessDesktop + mobileMostly desktop (some offer mobile apps)Desk phones or VoIP apps
    Advanced featuresPresence, screen sharing, call transferAI bots, sentiment tracking, smart routingVoicemail, extensions, call transfer
    AI & AutomationLimitedHigh; agent assist, chatbots, call transcriptionRare or manual setups
    Cost (average per user)$20–$40/month$75–$200/monthVaries ($10–$30 for basic VoIP lines)
    Best forRemote collaboration, internal opsHigh-volume customer contact, omnichannel serviceSmall businesses with simple calling needs

    Do you need UCaaS, CCaaS, or both?

    Choosing the right system depends on who you’re trying to connect with: your team, your customers or both? Here’s a simple way to figure it out:

    You probably need UCaaS if …

    • Your team works from different locations and needs to stay in sync
    • You want video calls, chats, file sharing, and voice in one app
    • You’re replacing an old phone system and want something more flexible
    • You’re a growing company that values fast internal communication

    Example: A marketing team that meets online, shares files daily, and chats all day would benefit from UCaaS solution like Zoom or 8×8.

    You probably need CCaaS if …

    • You have support or sales teams talking lots of customers every day
    • You want to offer customer service on phone, email, chat, and social media
    • You need call routing, chatbots, or detailed performance tracking
    • You’re looking to reduce wait times and improve customer experience

    Example: An eCommerce brand that handles returns, order updates, and customer questions on Instagram, chat, and phone would benefit from a CCaaS platform like NICE or Simplify360.

    Pro-tip: Some providers, like 8×8 and Zoom, offer both UCaaS and CCaaS solutions. That makes it easier to grow into one system without juggling too many tools.

    Where does PBX fit in?

    In the past, the PBX was a standalone system; it was a physical box in your office that handled all your business calls. Today, it still does the same thing: routing calls, managing extensions, voicemail, and so on. But now, PBX is mostly delivered virtually through the cloud.

    Modern PBX is often part of UCaaS or CCaaS

    Most UCaaS and CCaaS platforms now include virtual PBX features or let you plug in your own. So instead of managing a separate PBX system, businesses get call routing and phone management as part of a larger communication solution.

    • In UCaaS, PBX handles voice calls, extensions, voicemails, and routing inside the team communication platform.
    • In CCaaS, PBX works alongside advanced tools like IVR, call queues, and smart routing for customer interactions.

    Some platforms (like 8×8, Zoom, or ULAP Voice) offer native PBX capabilities as part of the package. Others let you bring your own PBX or SIP trunking provider if you prefer.

    Can you still just use PBX alone?

    Yes, if all you need is a simple phone system for inbound and outbound calls, a standalone virtual PBX can work great. But if you plan to grow, collaborate remotely, or support customers on multiple channels, UCaaS or CCaaS with built-in PBX gives you much more flexibility.

    What works best for your industry?

    Not every business has the same communication needs. Compare the common needs and features that are generally addressed in UCaaS vs CCaaS vs PBX for a range of industries.

    IndustryCommon NeedsUseful FeaturesBest Fit
    Retail & eCommerce– Customer support
    – Order updates
    – Returns
    – Multichannel access
    – Chat
    – Email
    – SMS
    – Social media
    – IVR
    – Call queues
    – CCaaS + PBX,
    – UCaaS for internal coordination
    Healthcare– Appointment scheduling
    – Privacy compliance
    -Staff coordination
    – VoIP
    – Secure video calls
    – HIPAA-compliant
    – Call recording
    – UCaaS with built-in PBX
    – CCaaS for patient support
    Financial Services– Secure client communication
    – Compliance
    – Performance tracking
    – Call recording
    – AI insights
    – CRM integration
    – Voice analytics
    – CCaaS with UCaaS integration for advisory teams
    Technology & Startups– Flexible team communication
    – Fast internal decision-making
    – Tech support
    – Video meetings
    – Team chat
    – Help desk tools
    – Smart routing
    – UCaaS for internal collaboration
    – CCaaS for client support
    Education & Training– Remote teaching
    – School admin support – Parent/student queries
    – Video conferencing
    – Messaging
    – Chatbot for student FAQs
    – UCaaS for classes
    – CCaaS for digital student services

    Cost and ROI Breakdown:

    It’s tempting to compare UCaaS vs CCaaS vs PBX based on the monthly cost per user, but that’s just the surface. Smart business leaders know that the real value comes from how these systems affect productivity, customer loyalty, and long-term scalability.

    What you’re really investing in is a smoother way to work and serve, and that value often outweighs the sticker price.

    Total Cost of Ownership (TCO)

    Most pricing pages list the monthly rate, but the full cost of ownership is more than just the license. It includes setup, training, support, and critically, the hidden cost of overlapping tools or broken workflows.

    For example, if your company currently uses separate apps for video calls, messaging, phone, and file sharing, you’re likely paying more than you think in money and also lost time. Employees spend time switching tools, fixing communications, or digging for files. That inefficiency doesn’t show up on a bill, but it drags down performance.

    The right platform or workflow system can reduce tool sprawl and cut total costs significantly. Even if the per-user price is higher, the overall TCO may be lower when you consolidate systems and simplify administration.

    How UCaaS delivers ROI

    UCaaS platforms create value by streamlining communication across voice, video, and messaging. Instead, employees bouncing between emails, communication threads, phone apps, and video meeting links, everything lives in one system.That reduction in fragmentation means fewer dropped tasks, faster decisions, and more focus.

    Teams work faster and feel more connected, especially in remote or hybrid environments. Leaders can see presence, start conversations quickly, and avoid misaligned projects.

    If you’re trying to reduce internal delays, onboard remote teams smoothly, or create a more agile workforce, UCaaS provides high ROI without the need for a full-scale overhaul.

    ROI signs to track:

    • Shorter project turnaround times
    • Fewer missed messages
    • Increased meetings efficiency
    • Reduced IT support tickets for communication tools

    How CCaaS delivers ROI

    CCaaS is a bigger investment, but also a bigger lever. Modern contact center platforms don’t just route calls, they transform how you engage with customers. By combining voice, chat, social, and email into one agent workspace, CCaaS platforms remove the chaos of disconnected systems.

    With the evolving integration of artificial intelligence, CCaaS platforms also offer features that suggest responses, flag important conversations, and help agents work faster without sacrificing quality. Call transcription, customer history, and workflow automation all add up to better outcomes for both customers and teams.

    When every second counts, a well-built CCaaS setup means faster service, fewer escalations, and agents who feel confident and supported. These translate into lower churn, higher lifetime value, and stronger brand loyalty.

    ROI signs to track:

    • Improved CSAT and NPS scores
    • Reduced average handle time
    • Increased agent capacity without headcount growth
    • Reduced customer complaints

    When PBX is enough, and when it isn’t

    A basic cloud PBX is often the starting point for small businesses or those with minimal communication needs. It gives you essentials: a business number, call routing, voicemail, maybe an auto-attendant. For some, that’s all they need, especially if customer engagement is low-volume or handled manually.

    But as your business grows, so does complexity. You may start needing call queues, shared lines, chat support, or internal video meetings. That’s where PBX starts to show its limits as it doesn’t inherently include collaboration or multichannel tools and service. It’s primary role is to route and configure calls.

    Many modern UCaaS and CCaaS platforms now include a virtual PBX as part of the system. That means you don’t have to choose between “just a phone system” and a full suite. You can grow into more functionality over time without switching platforms.

    ROI signs to track:

    • Stability and uptime for basic calls
    • Ease of use for non-technical teams
    • Flexibility to layer on new tools when ready

    Conclusion

    What’s the answer to UCaaS vs CCaaS vs PBX?

    Choosing between UCaaS, CCaaS, or a virtual PBX system isn’t about picking the ‘best’ tool in general. It’s about finding the right fit for where your business is now, and where you plan to grow.

    If you’re trying to get your team more connected, simplify communication, and reduce tool overload, UCaaS offers a flexible path to productivity. If your main challenge is delivering fast, reliable, customer support across channels, CCaaS gives you the edge. And if all you need is a phone line with voicemail and call transfer, a virtual PBX might suit your needs now with room to upgrade later.

    Some businesses need just one of these tools. Many need two. And a growing number are moving toward platforms that comebine all three, like 8×8 and Zoom or integrated solutions from Zoom, Microsoft, NICE or voice offerings like ULAP Voice.

    No matter what you choose, the key is created a system that heals fragmentation and silos.

    Frequently Asked Questions

    UCaaS is for internal team communication (calls, chats, video meetings, and collaboration).

    CCaaS is for customer-facing teams (support, sales, or service across phone, chat, email, and social media).

    Yes. In fact, many businesses do. Some platforms offer both in one suite (like 8×8 or Zoom), or you can integrate two systems. The key is making sure they work well together for your workflow.

    Not separately. Most modern UCaaS and CCaaS platforms include virtual PBX functions built-in, like call routing, extensions, and voicemail. But if you need calling or more control, a standalone PBX is a solid entry point.

    UCaaS is usually the most affordable and flexible option for small businesses that need more than just a phone line. It’s easy to scale and helps remote or hybrid teams stay connected.

    Look for providers that offer both UCaaS and CCaaS, or that integrate well with other tools. Partners like 8×8, Zoom, NICE, and Simplify360 are strong choices depending on your needs.

  • 5 Essential Aspects of Call Centre Phone System Features

    5 Essential Aspects of Call Centre Phone System Features

    Why are call centre phone system features important for your business?

    A call centre phone system is a phone setup made for handling a larger number of customer calls, both incoming and outgoing. It’s what businesses use when they have a team of people answering, helping customers, or making sales calls.

    This kind of phone system is more advanced than a regular office phone. It helps direct calls to the right person, keeps track of wait times, recording calls for training, and even connects to customer information systems so agents know who they’re talking to.

    It’s more than just a phone line.

    Even in a world full of apps, emails, and chatbots, customers still turn to phone calls when they need help fast (especially when they’re feeling urgent). Voice support remains one of the most personal and trusted ways to connect with a company as customers expect real empathy, fast answers, and real solutions.

    That’s why your call centre is often the face of your company.

    A bad call experience with long waits, same repetitive stories, or the feeling of being rushed can damage trust and push customers away for good. On the other hand, a helpful, friendly call builds loyalty, spreads positive word of mouth, and drives growth.

    Modern call centers go beyond handling calls.

    Today’s call centres improve call experience with tools like CRM, chats, feedback tools and AI. This helps your team work faster and service customers better.

    There are many types of call centre software, with different unique features and strengths. Some are built for outbound sales calls, other for handling inbound support. Some focus on voice, while others bring in messaging, email, or even social media.

    Let’s take a look at the 5 essential features that make a call center system truly effective for your team and for your customers.

    1. Advanced Call Features

    No matter the size of your team, there are some call centre phone system features that are indispensable. These are the tools that make sure your calls go to the right place, your agents aren’t overwhelmed, and your customers get the help efficiently.

    Call Routing

    Call routing is the configuration that decides where each call goes. Instead of every call going to the same line or agent, the system uses set rules to send the call to the most appropriate person or team. For example, routing can be based on:

    • Time of day (e.g. different agents for day and night shifts)
    • Customer’s location
    • Customer’s preferred language
    • Call agent expertise

    Important to know: If no one is available when a call is routed, that’s where call queueing comes in: the system holds the call in line until someone can answer.

    • IVR (Interactive Voice Response)

    IVR is the automated menu that customers hear when they call. It gives them options, like “Press 1 for billing, 2 for technical support,” and can sometimes understand spoken responses too.

    It’s helpful because it can:

    • Filters calls before they get to an agent
    • Collect basic info like account numbers or reasons for calling
    • Offer self-service for simple tasks (e.g. checking a balance or tracking a shipment).

    • Call Queueing

    When all agents are busy, the system doesn’t just drop new calls, it can place them in a call queue. Call queueing manages this line and can do things like:

    • Tell callers how many people are ahed of them
    • Give an estimated wait time
    • Play music or messages while they wait
    • Offer the option for a callback instead of staying on hold

    This is especially important during peak hours. A clear, polite queueing system helps reduce frustration and keeps customers from hanging up.

    Call Recording

    Call recordings play a key role in managing customer information and improving service quality. They play a role in:

    • Training: New agents can learn by listening to real examples of good service
    • Quality control: Managers can review calls to make sure company standards are being met
    • Dispute resolution: If there’s a disagreement about what was said, a recording can clear things up.

    Most systems let you securely store recordings, in accordance to region and industry-specific regulation such as GDPR and HIPAA, and allow you to search by date, agent, or caller.

    • Voicemail and Missed Call Handling

    Not every call gets answered right away, especially for call centres that don’t run 24-hours. That’s where voicemail and missed call handling come in.

    A good system may:

    • Let customers leave a message when no one is available
    • Capture missed call information, like phone numbers and time of call
    • Allow agents to follow up quickly or schedule a callback.

    This helps ensure no customer is forgotten and that every call gets a response, even if it’s not right away.

    2. Agent Tools for Productivity and Performance

    Great customer experience doesn’t just depend on how fast someone picks up the phone, it’s also about how well the agent is supported behind the scenes. When agents have the right tools, they can focus on solving problems instead of dealing with slow systems, repeating the same steps, or switching between too many apps.

    These features help reduce friction in daily tasks, allowing teams to work faster and more confidently, whether they’re in the office or remote, without interrupting the flow of work.

    • Softphones and Mobile Apps

    Softphones are apps that let agents make and receive calls using devices like computers or mobile phones, without a desk phone required. This is especially useful for remote teams or agents who move between locations, but also opens up the opportunity to connect with CRM tools, track calls automatically, and sync across platforms.

    • Call Monitoring, Whispering, and Barging

    These tools give supervisors the ability to support agents during live calls. Monitoring lets them listen in without being heard, whispering allows private coaching during a call, and barging lets them jump into a conversation if needed. This is helpful for real-time training, managing sensitive situations, or stepping in when a situation escalates.

    • Predictive Dialer

    A predictive dialer automatically calls numbers from a list and connects agents only when someone picks up. This eliminates downtime spent listening to busy tones or unanswered calls. It’s especially efficient for outbound campaigns, sales, or feedback collection where speed and reach are priorities.

    Skills-based Routing

    As we had earlier touched on in call routing, skills-based routing ensures that calls are sent to agents who have the right knowledge or training for the issue. This helps avoid unnecessary transfers and gives customers faster, more accurate answers. For agents, it means handling calls they’re prepared for, which improves both confidence and productivity.

    Call Notes and Disposition Codes

    After each ca,, agents can enter notes or assign a code that sums up the outcome like “resolved,” “escalated,” or “follow-up needed.” This makes it easier to track customer interactions, keep records consistent, and support better follow-up across teams.

    3. Customer Experience Features

    From the moment someone dials in to the moment they hang up (or get a follow-up), small details in their experience shape how they feel about your brand. These call centre phone system features are designed to reduce friction, offer more control to the customer, and help your team respond quickly and clearly.

    • Self-Service Portals

    For common questions, customers may be provided with the right answer more efficiently. A self-service portal allows them to check their order status, find billing info, or troubleshoot simple issues without needing to call.

    While this feature is more common in digitally integrated call centre software, this feature reduces the number of basic calls coming through and frees up agents for more complex tasks.

    • Auto Attendants

    An auto attendant is like a digital receptionist. It greets callers and directs them to the right department or extension using a simple menu. This is similar to an IVR, but may be operated by a human operator, to keep calls flowing efficiently. It is especially useful for companies with multiple teams or locations.

    AI auto attendants are becoming increasingly popular, not just for voice calls but also as a potential first point-of-contact in a self-service portal.

    • Escalation Management

    When a problem can’t be solved on the first try, the system should make it easy to escalate the issue to someone with more authority or expertise.

    As with features such as call monitoring, whispering and barging, escalation management refers to the system’s wider capability to transfer customer information smoothly with the right context from previous conversations. A clear escalation path avoids repeat explanations and helps rebuild trust in tricky situations.

    • Post-call Surveys

    After a call ends, the system prompts customers to answer a quick survey by phone, email, or SMS. These surveys help businesses gather real feedback on agent performance, wait times, and customer satisfaction.

    Managers use the results to spot patterns, reward strong performers, and identify areas that need attention.

    4. Analytics, Reporting, and Quality Monitoring

    Behind every good call center is a clear understanding of what’s working, and what isn’t. Analytics and reporting tools give managers visibility into how the team is performing and how customers are interacting with the system.

    Quality monitoring features help keep service levels consistent and ensure that agents are meeting expectations. Together, these tools support continuous improvement, better decision-making, and more efficient operations.

    • Real-time Dashboards

    Real-time dashboards show live data as calls are happening. Managers can see things like call volume, wait times, agent availability, and how many people are in the queue. This allows supervisors to make quick adjustments, for example, by reassigning agents or stepping in during busy periods before problems build up.

    • Performance Reports

    In addition to live dashboards, most systems include reports that show trends over time. These might include average handle time, number of calls per agent, first-call resolution rates, or customer satisfaction scores.

    These reports help teams measure progress, plan staffing needs, and identify areas that need improvement.

    • Call Recording and Evaluation

    Recording calls is an essential documentation tool that requires careful and compliant management. It’s also a tool for training and coaching, so managers can review calls and score them based on criteria that are critical to the company’s reputation and customer experience management.

    This can include tone, problem-solving, script use, or customer satisfaction. It supports ongoing feedback and helps agents improve with real examples.

    • Speech Analytics and Sentiment Detection

    Sophisticated systems include AI features that scan call recordings (or live calls) to identify keywords, emotional tone, or signs of customer frustration. This helps flag potential issues before they become bigger problems, and it can also uncover patterns, like common complaints or phrases that lead to successful resolutions.

    5. Advanced and Integrated Capabilities

    As call centres evolve, so do the tools that support them. Many modern systems now include advanced features that connect with other business platforms or use automation and AI to boost performance. These tools help reduce repetitive work, improve consistency across channels, and make the overall experience smoother for both agents and customers.

    AI Assistants and Virtual Agents

    AI-powered tools can handle simple customer questions automatically, like store hours, order updates, or resetting a password. These virtual agents use natural language processing to understand requests and respond clearly, without needing a human on the line. When the issue is too complex, the AI can hand things off to a live agent, often with context already attached.

    Text-to-Speech and Voice Recognition

    Text-to-speech allows systems to read out responses to customers using natural-sounding voices, while voice recognition helps the system understand what callers are saying. These features make self-service tools more flexible, more accessible, and easier to use, especially for customers who may not want to navigate with buttons.

    • CRM and Business Tool Integration

    Call centre system features can allow for integration with customer relationship management (CRM) tools, email platforms, ticketing systems, and more.

    This means agents don’t need to switch between apps. They can see customer history, open cases, and account details all in one place. This saves time and helps agents give more personalised service.

    • Open APIs and Workflow Automation

    For companies with specific needs, open APIs make it possible to connect the phone system with other internal tools or workflows. This enables custom automation, like sending follow-up emails or logging notes directly into a database. It’s especially helpful for larger teams or businesses with unique internal processes.

    UCaaS and Omnichannel Integration

    Many providers now offer combined platforms that handle voice, video, messaging, and more under one system known as UCaaS (Unified Communications as a Service).

    When this is combined with call ecentre phone system features, businesses can manage all conversations from phone calls to web chats in one place. This helps teams stay organised and offer a consistent customer experience across every channel.

    How to Choose the Right Features for Your Business

    Not every call centre needs every feature, although the list we have provided here represent the most popular features for modern enterprises. The best setup depends on your size, goals, and how your team works.

    A small business running a support line will need something very different from a global company handling potentially thousands of calls a day.

    Before choosing a system or upgrading what you have, it helps to ask a few practical questions.

    What kind of calls do you handle?

    Start with the basics. Are you receiving calls (inbound), making them (outbound), or both?

    • Inbound-heavy teams may need features like IVR, call queueing, and skills-based routing to keep things efficient.
    • Outbound teams may benefit more from predictive dialers, CRM integrations, and call tracking.

    Do your agents work in one place, or from anywhere?

    If you have a remote or hybrid team, look for features like soft phones, mobile apps, and cloud-based dashboards. These keep agents connected without needing physical desk phones or complex hardware setups.

    What matters more to your business: speed, quality, or personalization?

    If speed is a priority, focus on routing tools, callback options, and automations.

    If call quality matters most, invest in call recording, monitoring, and evaluation tools.

    If personalised service is key, make sure your system integrates smoothly with your CRM and support software.

    How do your customers like to get help?

    Some customers want to call. Others prefer chat, email, or even social media. If you’re supporting multiple channels, look for systems that offer omnichannel or UCaaS + CCaaS integration so everything can be managed in one place.

    What’s your budget, and how fast are you planning to grow?

    You don’t have to buy every feature at once. Many systems let you start small and add more later. Look for options that are scalable, meaning they can grow with your team, rather than looking you into something that doesn’t adapt.

    Next Steps: Building the Right Call Center Setup

    Choosing the right call centre phone system features is important, especially when you understand how your team works, how your customers want to connect, and how you plan to grow.

    Start with what matters most to your business right now. Build a system that supports your agents, gives your customers a smooth experience, and gives you the flexibility to adapt as things change.

    Need help figuring out what setup is right for you?

    We support voice as a part of a full-stack communication approach, from advanced call routing to telephony integration with your preferred call centre platforms.

    If you’re looking for a solution that’s simple to set up, scalable, and built for real-time performance across global teams, contact us. We support platforms space including Zoom Contact Center, Microsoft Teams, NICE CXone, and others.

    For more centralised control over your global telephony, native solution ULAP Voice, with full integration capabilities between your regional telephony and any platform of your choice.

    We’re happy to walk you through your best recommendation and support your next phase of growth.

  • How does VoIP pricing work?

    How does VoIP pricing work?

    How does VoIP pricing work? What does a VoIP system cost?

    Business phone systems used to be straightforward. Companies would buy their equipment, pay for each phone line, and watch costs increase as they grew. But things have changed. Now with teams working remotely, customers around the world, and businesses needing to scale quickly, those old systems can’t keep up.

    This is why VoIP matters today. It’s more than just a way to make calls for less money. It’s about having a phone system that grows when your business grows, keeps everyone connected no matter where they work, and adapts to what your company needs instead of forcing you to adapt to it.

    Getting the most from VoIP requires understanding a few important things. In this guide, we’ll walk through VoIP pricing in clear terms anyone can understand. We’ll cover all the cost factors you should know about and share practical advice to help you choose a system that fits your budget while supporting your business as it grows and changes.

     

    How VoIP Pricing Actually Works

    Pricing a VoIP system isn’t like buying office chairs or laptops. With traditional purchases, you pay once and you’re done. But VoIP costs shift and scale based on how your business operates day-to-day.

    The final number on your bill comes down to four real-world factors:

    • Who’s using the system? A 10-person startup needs something completely different than a 200-employee call center. Remote teams, frontline staff, managers, and executives all have different needs that affect cost.
    • Where do your calls go? Local calls, international numbers, toll-free lines have different pricing. Some providers bundle them, while others charge per minute or per line.
    • What does your system handle? Basic calling, video meetings or advanced call routing? The more your phone system does, the more pricing models come into play.
    • How do you plan to manage it? Do you need 24/7 support, mobile apps or integrations with tools like Salesforce? These “extras” are important parts of your business communication systems that affect the cost difference between plans.

    The key is understanding that VoIP isn’t one-size-fits-all. A great system mirrors how your company works, not the other way around. In the next sections, we’ll break down exactly what goes into these costs so you can find the perfect fit.

     

    Essential VoIP Setup Costs

    Transitioning to VoIP requires some upfront hardware and configuration decisions, but it’s not as daunting as it sounds, especially when working with cloud-based providers. At its simplest, all you need is a stable internet connection, compatible devices (like IP phones or softphones), and a VoIP service plan. That said, the setup process can include a few more moving parts that impact your initial investment.

    VoIP Phones

    You can use IP desk phones, softphones (apps you install on a computer or mobile phone), and headsets. Some businesses may need extra equipment like routers or firewalls that are built to handle voice traffic.

    Installation & setup fees

    Getting started might include things like adding users to the system, setting up call flows, applying call rules, or linking VoIP with tools you already use. Some providers offer help with this for free, while others charge depending on how complicated your setup is.

    Number porting

    If you want to keep your current phone numbers, you’ll likely pay a one-time fee. It can take a few days or even weeks, depending on where you are and which provider you’re using.

    User training

    Even the simplest systems require some onboarding. Whether it’s self-guided tutorials or hands-on training sessions, this can be a cost in both time and productivity. Whether you are using a bespoke solution or a highly popular platform, it’s good to have access to dedicated support or resources to make full use of your system.

     

    Tip: Not every VoIP setup looks the same. It can depend on how much of your old phone system you’re keeping (if any). You’ll also need to think about security, and local regulations around compliance. In some areas, VoIP services or number porting aren’t fully supported, which can be a problem for companies with remote teams. If that’s the case, it’s important to work with a provider who can help you find a safe and legal way to make it work.

    All of these are part of your setup, not necessarily your ongoing costs, but they’ll affect how smooth your transition is and whether you’re maximizing your investment from day one.

     

    Variable costs in VoIP

    Once your foundation is ready, your ongoing costs will depend on how your VoIP service is structured. These costs can change based on how many users you have, how your calls are routed, and which tools or features your business relies on.

     

    Subscription fees

    With most, simple hosted PBX services, the subscription fee gives you access to the system that runs your core VoIP functions. This includes call handling, voicemail, admin controls, and basic support. These fees may be billed monthly or annually and providers may offer pricing flexibility for longer-term commitments.

    Many platforms offer access to their platforms in tiers, ranging from basic calling go more advanced packages that include call queues, analytics, or integrations.

     

    Per-User or Per-Line Charges

    A separate component of VoIP pricing is your per-user or per-line charges.

    • Per-user charges apply to each person who needs their own login, extension, voicemail, or app access
    • Per-line charges apply to the number of simultaneous calls or active channels your system can handle, regardless of how many users are assigned.

    For some companies, this cost is separate from the subscription fee described earlier. Other providers may bundle platform access into the charge per user, especially if they offer an all-in-one solution.

    It’s important to note that not every user needs their own dedicated line, and the number of lines you purchase doesn’t always match the number of user licenses. Your setup depends on a few key factors, like how many concurrent calls your team expects, whether multiple users will share a DID (Direct Inward Dialing Number), or conversely, if a specific user (like a CEO) needs multiple DIDs for a different purpose.

    In larger organizations, all these factors — users, lines, call volume, and call handling preferences — are considered together to build a more optimized and cost-efficient system.

     

    Metered calling-rates

    Most VoIP plans include unlimited local or in-country calls, which covers the majority of day-to-day use for many teams. For businesses that place international calls, use toll-free numbers, or have higher outbound traffic, additional charges may apply. These are known as metered rates and are billed by the minute based on destination and call type.

    Some providers offer bundles or reduced international rates to help manage these costs. Reviewing your typical call activity makes it easier to choose the plan or calling package that fits your communication needs.

     

    Feature Add-Ons & Integrations

    VoIP services often come with core features like voicemail, caller ID, and call forwarding. Beyond that, many platforms offer extra tools to support more advanced workflows. These can include:

    • Call recording and cloud storage
    • Voicemail-to-text transcription
    • CRM or helpdesk integrations
    • Analytics dashboards
    • SMS and fax capabilities

    These extras may be included in higher-tier plans or offered as optional add-ons. If your business relies on specific tools or integrations, it helps to know what’s built into your plan and what can be added to tailor the system to your needs.

    Wrapping Up: What Smart VoIP Planning Looks Like

    VoIP is a cheaper phone system. It’s also a smarter one.

    The value of upgrading to VoIP comes when your setup matches how your business actually works, not just how many people you have on the team.

    Understanding how VoIP pricing works helps you avoid unexpected costs and build a system that grows with you. Whether you’re just starting out, expanding across regions, or replacing an outdated setup, knowing what goes into the price—subscription, users, lines, features—makes all the difference.

    VoIP gives you the tools to scale and connect. As you compare providers or plan your setup, careful consideration and planning will give you flexibility, transparency, and the ability to adapt matter just as much as price.

  • How to Get a Business Number on Your Personal Phone

    How to Get a Business Number on Your Personal Phone

    You’ve got a growing business, a side hustle, or a job that keeps you on the move. Maybe you’re a salesperson who takes late calls, a freelancer juggling multiple clients, or someone managing a crew from different locations.

    You want to stay available, but not at the expense of your personal space. And you believe there must be a cleaner way to manage two lines on one device. You’re right. It exists. And it’s seamless.

     

    Do I need a business phone number?

    Yes—if you’re doing any kind of professional work, having a separate number for your business is a smart move.

    It’s not just about looking more professional, it’s about creating boundaries. A business number keeps your work identity separate from your personal one. You’ll thank yourself when it’s time to track customer questions, revisit conversations, or just disconnect after hours.

     

    Maintain good housekeeping.

    It also protects your privacy and your customers’. Clean record-keeping and separate channels make your business look more credible and trustworthy. You’re not just someone texting from a personal number anymore—this is part of your system now.

    Even if you’re solo, treating your communications like a business makes a big difference in how you’re perceived and how you operate.

     

    Should I get a business phone?

    It depends—but probably not.

    Before buying a second phone, first identify what you’re really trying to solve. Do you need a second physical device or just a second identity for your calls and texts?

    If your goal is to separate personal and work calls, track conversations more easily, or set up a professional voicemail, all of that can be done with a virtual phone number or app. You don’t need extra hardware, you need smarter infrastructure.

    Unless your business absolutely requires a separate physical phone (think logistics teams, call centers, or on-site crews), most people just need a second number—not a second device.

    So what’s the better option? Let’s get into it.

     

    3 Ways to Get a Business Phone Number on Your Personal Cell

    When choosing how to add a business phone number to your personal phone, think of it as a sliding scale. At one end, you have straightforward, affordable solutions perfect for freelancers or side hustlers. At the other, you have powerful, feature-rich systems that larger businesses or growing teams need.

     

    Option 1: Use a Forwarding Number

    This is the most basic setup. If you’re just starting or keeping things small, a simple forwarding number might be all you need. Calls to your business number are simply forwarded to your personal phone—no extra apps, no complexity.

    You get a separate phone number (usually from a service provider or app), and any calls to that number automatically forward to your personal phone. You’ll still receive calls as normal, but you might not always know it’s a business call unless the service tells you on-screen or with a special ringtone.

    Great for: Solopreneurs, freelancers, very small businesses

    Benefits:

    • Minimal setup
    • Low or no cost
    • Easy to manage for beginners

    Limitations:

    • Limited control over call handling
    • Personal number may appear on outgoing calls
    • Hard to scale as your business grows

    Example tools: Google Voice (free in the US), Grasshopper, Line2

     

    Option 2: Business Phone Apps (Cloud-based Second Number)

    If you’re ready for a bit more control and flexibility, but still want something lightweight, this second option might be for you.

    This is the most popular option for freelancers, small businesses, and consultants. Apps like Google Voice, Microsoft Teams Phone, Zoom Phone let you create a separate number that works through your internet connection (Wi-Fi or mobile data).

    You get the ease of a simple app with the power of professional features—like voicemail, separate caller ID, and even call routing—without needing a second SIM or device.

    Great for: Freelancers, small businesses, early-stage startups

    Benefits:

    • Affordable monthly pricing
    • Intuitive and user-friendly
    • Scales easily with your team
    • Accessible across multiple devices (phone, laptop, etc.)

    Limitations:

    • Limited advanced customizations
    • May not fully integrate with all business tools

    This option hits the sweet spot for most small-to-medium-sized businesses.

     

    Option 3:  Cloud-Hosted PBX (Full-featured phone systems)

     At the most advanced end of the scale, you have cloud-hosted phone systems (often called cloud PBX systems). These offer everything you’d expect from a traditional enterprise-grade phone system, like extensions for multiple employees, call queues, auto-attendants, and deep integrations with CRM and productivity tools.

    You’ll still use your existing devices (smartphones, laptops), but now they’re part of a sophisticated, cloud-powered communication network.

    Great for: Growing businesses, multi-location teams, SMEs, or even larger enterprises

    Benefits:

    • Powerful call routing and management
    • Advanced integrations (CRM, analytics, support systems)
    • Scalable for growing businesses

    Limitations:

    • Higher monthly cost
    • More involved setup process
    • May feel complex for small or solo operations

    This is ideal if you’re ready to scale or have a team that needs robust communication management.

     

    Choosing What’s Right For you

    There’s no one-size-fits-all answer—only what fits your business right now.

    Some prioritize convenience—just getting a separate line that works. Others focus on visibility, control, or intelligent call handling. And for many, availability across multiple devices or remote teams is essential. The right solution depends on how you weigh these priorities, and what kind of future you’re planning for.

    At ULAP, we’ve worked with businesses across the board: from small companies testing out their first virtual business number, to growing companies ready for a fully hosted cloud PBX with call queues and compliance needs. Most enterprises will eventually move toward a cloud-hosted PBX—but every business has its own starting point, and every team imagines phone system management a little differently.

    While our recommendations always lean toward privacy, data security, and long-term scalability, we don’t push businesses into systems they don’t need. We’ll always recommend the most cost-efficient setup that gives you the flexibility to scale when you’re ready—whether that’s a simple app, a hybrid configuration, or a full-featured phone system from day one.

    If you’re not sure where to start, we’ll meet you where you are—and guide you toward where you want to be.

     

    Final Thoughts

    If you’re building something—even if it’s just a weekend hustle—take the time to set this up right.

    A dedicated business phone number gives you control, flexibility, and peace of mind. It helps you stay organized, makes you look more credible, and gives your customers a better experience.

    With today’s cloud-based systems, setting it up is affordable and beginner-friendly. And when your business grows, your phone setup can grow with it—without skipping a beat.

    You don’t need a second phone. Just a smarter number.

  • Benefits of Switching to Hosted PBX Solutions

    Benefits of Switching to Hosted PBX Solutions

    Efficient communication systems are crucial for a modern business’ success. One solution that has gained popularity among businesses of all sizes is the hosted PBX system. But what exactly is a hosted PBX, and why should your business consider making the switch? This article covers the benefits of a hosted PBX, including its features, flexibility, and cost savings.

    Understanding Hosted PBX Systems

    A hosted PBX (Private Branch Exchange) or cloud based PBX phone system is a virtual phone system that allows businesses to manage their phone calls over the internet. Unlike traditional PBX systems that need on-site hardware, a hosted cloud PBX phone system uses VoIP and SIP to operate over the internet. It is maintained by a third-party provider, reducing the need for physical infrastructure and maintenance. This managed PBX makes it a popular choice for businesses looking to streamline their communication processes.

    Evolution of PBX Systems

    The evolution from traditional to cloud PBX systems marks a significant shift in communication technology. Traditional PBX systems were once the backbone of business communication, requiring extensive hardware and dedicated lines. As businesses looked for better solutions, cloud-hosted PBX systems emerged, using cloud technology to enable smooth communication without bulky equipment. This evolution not only modernized communication but also paved the way for more agile business operations.

    How Hosted PBX Works

    Hosted PBX systems operate over the internet, utilizing VoIP (Voice over Internet Protocol) technology. Calls are routed through data centers managed by the provider, ensuring high-quality voice transmission. This setup eliminates the need for on-site maintenance, allowing businesses to focus on core activities. By using the internet for communication, businesses can integrate various digital tools into their hosted PBX phones to enhance productivity and collaboration.

    Key Components of Hosted PBX

    A hosted PBX system comprises several key components that work together to facilitate communication. These include the virtual PBX server, which handles call routing and features; IP phones or softphones, which let users make calls; and the internet connection, which acts as the communication channel. Providers also offer various features such as auto-attendants and voicemail-to-email, enhancing the overall user experience.

     

    Hosted PBX Benefits

    Cost-Savings with Hosted PBX

    A hosted cloud PBX costs significantly less in the long run, resulting in savings for your business.

    Reduced Hardware and Maintenance Costs

    One of the primary advantages of a hosted PBX is the elimination of expensive on-site hardware. Traditional PBX systems require significant investment in servers and physical phone lines, whereas hosted PBX phone systems operate in the cloud. This not only reduces the initial setup cost but also minimizes ongoing maintenance expenses. Businesses can redirect these savings to other critical areas, such as employee training or marketing initiatives.

    Flexible Pricing Plans

    Hosted PBX providers offer a variety of pricing plans, allowing businesses to select a package that aligns with their needs and budget. Whether you are a small business or a large enterprise, there is a plan that can cater to your specific requirements. This flexibility ensures that you only pay for the features and services you actually use. Moreover, as your business needs change, you can easily adjust your plan, ensuring continued cost-efficiency.

    Lower Call Costs

    With a hosted PBX, calls are made over the internet, often leading to lower call charges compared to traditional phone lines. This is particularly beneficial for businesses with high call volumes or those that frequently make long-distance or international calls. By reducing communication costs, businesses can allocate funds to other growth initiatives, enhancing their overall financial health.

    Predictable Monthly Expenses

    Hosted PBX systems offer predictable monthly expenses, making budget management easier for businesses. Traditional systems often incur unpredictable maintenance and upgrade costs, but hosted solutions typically include these in the monthly fee. This predictability allows businesses to plan their finances more effectively, reducing the risk of unexpected expenses that can disrupt cash flow.

    Hosted PBX for small businesses also becomes much more feasible today as technology becomes more scalable.

     

    Enhanced Features and Functionality

    Advanced Call Management

    Hosted PBX systems come equipped with a range of advanced call management features that can enhance your business operations. These include call forwarding, call waiting, voicemail-to-email, and auto-attendants. Such features ensure that your business never misses an important call and that customers have a seamless communication experience. Additionally, these features can be customized to align with specific business needs, providing a tailored communication solution.

    Scalability and Flexibility

    As your business grows, so do your communication needs. A hosted PBX system is highly scalable, allowing you to easily add or remove phone lines and features as required. This flexibility ensures that your phone system can adapt to the changing demands of your business without the need for costly upgrades. Whether you’re expanding your team or entering new markets, a hosted PBX can seamlessly accommodate your evolving needs.

    Remote Work Capabilities

    In today’s increasingly remote work environment, the ability to stay connected is more important than ever. Hosted PBX systems support remote work by allowing employees to access the phone system from any location with an internet connection. This ensures that your team can stay productive and connected, regardless of where they are working from. The system also integrates with mobile devices, enabling employees to maintain communication on the go.

    Integration with Business Tools

    Hosted PBX systems can be integrated with various business tools, such as CRM software and collaboration platforms. This integration enhances workflow efficiency by streamlining communication and data management. Employees can access customer information during calls or collaborate in real-time, improving both customer service and internal productivity. The seamless integration of tools creates a more cohesive work environment.

    Reliability and Security

    High Uptime and Redundancy

    Hosted PBX providers typically offer high uptime guarantees and built-in redundancy to ensure that your phone system remains operational at all times. This means that your business can continue to communicate effectively, even in the event of a local power outage or network issue. Providers often have multiple data centers for hosted business PBX services, ensuring that your communication remains uninterrupted, regardless of local disruptions.

    Enhanced Security Measures

    Security is a top priority for hosted PBX providers. These systems are equipped with advanced security features, including encryption and secure data centers, to protect your business communications from potential threats. By choosing a reputable provider, you can ensure that your sensitive information remains safe and secure. Regular security updates and monitoring further enhance the protection of your communication infrastructure.

    Disaster Recovery Capabilities

    A hosted VoIP PBX offer robust disaster recovery capabilities, ensuring business continuity during unforeseen events. Providers often have backup servers and failover mechanisms in place to quickly restore service in the event of a disruption. This ensures that your business can maintain communication with clients and stakeholders, even during emergencies, safeguarding your reputation and operational stability.

    Compliance with Industry Standards

    Many hosted PBX providers comply with industry standards and regulations, ensuring that your communication system meets legal requirements. This compliance is particularly crucial for businesses in regulated industries, such as healthcare and finance, where data protection is paramount. By adhering to these standards, hosted PBX providers offer an added layer of assurance for your business communications.

     

    Choosing the Right Hosted PBX Provider

    When selecting providers, it’s important to consider factors such as pricing, features, and customer support in their hosted PBX plans. Research different providers and compare their cloud PBX services to find the one that best aligns with your business needs. Additionally, read reviews and seek recommendations from other businesses to ensure you choose reliable and reputable cloud PBX providers.

    Evaluating Provider Reputation

    The reputation of a hosted PBX provider can significantly impact your communication experience. Look for providers with a proven track record of reliability and customer satisfaction. Online reviews, testimonials, and case studies can provide valuable insights into a provider’s performance and service quality. A reputable provider will have a history of delivering on their promises and maintaining strong customer relationships.

    Assessing Customer Support

    Customer support is a critical factor when choosing a virtual PBX company. Ensure that the provider offers comprehensive support options, including phone, email, and live chat. Consider the availability of support services, as 24/7 support can be crucial for businesses operating across different time zones. Responsive and knowledgeable support can quickly resolve issues, minimizing downtime and ensuring seamless communication.

    Comparing Feature Sets

    Different providers offer varying feature sets, so it’s essential to compare them carefully. Identify the features that are most important for your business and ensure that the provider can meet those needs. Consider scalability options, integration capabilities, and any additional services that may benefit your organization. A provider that offers a robust and customizable feature set can better support your business’s unique communication requirements.

    Understanding Contract Terms

    Before committing to hosted PBX services providers, thoroughly review their contract terms. Pay attention to details such as contract length, cancellation policies, and any hidden fees. Understanding these terms can help you avoid unexpected costs and ensure that the provider aligns with your business’s long-term goals. A transparent and flexible contract can provide peace of mind and foster a positive partnership.

    Conclusion

    Switching to a hosted PBX solution can offer numerous benefits for businesses of all sizes. From cost savings and enhanced features to increased flexibility and security, hosted PBX systems are an ideal choice for modern businesses seeking to improve their communication processes. By understanding the advantages and selecting the right provider, your business can enjoy the many benefits of a hosted PBX system.

    In conclusion, hosted PBX benefits are a modern, efficient, and cost-effective solution for businesses looking to enhance their communication capabilities. By making the switch, your business can enjoy improved functionality, flexibility, and security, ensuring that you stay connected and competitive in today’s fast-paced world. Embracing this technology can lead to a more agile and responsive business environment, positioning your company for long-term success.

  • The Overseas Call Was Not Good Quality – What Should You Do?

    The Overseas Call Was Not Good Quality – What Should You Do?

    “The Overseas Call Was Not Good Quality”

    Have you ever been on an overseas call where the audio was so poor that you felt like shouting across the ocean might’ve been more effective? If so, you’re not alone. Complaints about bad call quality, especially for international calls, are surprisingly common. But why does it happen, and how can it be fixed? Let’s break it down.

     

    Understanding the Problem

    When someone says, “The overseas call was not good quality,” they might be referring to several issues:

    • Choppy Audio: Words or sentences cut in and out.
    • Delays: Conversations feel out of sync, with awkward pauses between speaking and hearing a response.
    • Distorted Sound: Voices sound muffled or robotic.
    • Dropped Calls: The call disconnects unexpectedly.

    These issues aren’t just frustrating; they can also harm business relationships, make important conversations difficult, and create a lot of misunderstandings.

     

    Why Does Poor Quality Happen?

    The root causes of poor international call quality can vary, but here are some common culprits:

    • Network Latency: The time it takes for data to travel between two points. For international calls, signals often have to cross vast distances, sometimes bouncing between multiple data centers, which adds delay.
    • Packet Loss: Data packets containing parts of the conversation may get lost en route, leading to choppy or incomplete audio.
    • Bandwidth Issues: If either side of the call has a slow or congested internet connection, it can bottleneck the audio quality.
    • Outdated Technology: Using old or incompatible hardware or software can limit the call’s performance.
    • Carrier Interconnects: Many international calls involve multiple telecom providers working together. A problem with one carrier can ripple through and degrade the call quality.

     

    How to Diagnose the Issue

    Before jumping into solutions, it’s important to pinpoint the problem. Here are some steps to help:

    1. Check Your Network: Is your internet connection stable? Run a speed test to check for issues like low upload/download speeds or high latency.
    2. Ask About the Other Side: The problem might not be with your setup but with the other person’s network or device.
    3. Note Patterns: Is the problem consistent across all calls or just to specific countries or numbers? Patterns can reveal whether the issue is tied to a specific carrier or region.
    4. Test Your Equipment: Sometimes, a simple reboot of your router or switching to a different device can solve the issue.
    5. Engage Your Service Provider: If the issue persists, contact your telecom provider and provide details about the call quality problem (time, location, and symptoms).

     

    Practical Solutions

    Once you’ve identified the possible cause, you can take steps to improve the quality of overseas calls:

     

    Use a Reliable VoIP Service

    Traditional phone lines rely on physical connections and old infrastructure, which can degrade call quality. Switching to a Voice over Internet Protocol (VoIP) service can offer better quality, especially if you use a provider with global reach and strong infrastructure.

     

    Optimize Your Network

    • Prioritize VoIP Traffic: Many routers allow you to enable Quality of Service (QoS) settings to prioritize call traffic over other internet uses like streaming or downloads.
    • Use a Wired Connection: Wi-Fi is convenient, but it’s also prone to interference. Plugging directly into your router can provide a more stable connection.
    • Avoid Peak Times: Internet traffic spikes during certain hours, especially in residential areas. Scheduling calls outside of peak hours can improve performance.

    → Visit our cloud solution ULAP Application WAN to learn more.
    ULAP Application WAN is designed to support global communications (including voice traffic) on an intelligent routing basis, choosing the best path so your call is stable and clear.

     

    Upgrade Your Internet Plan or Choose a Global Telecom Partners

    If your internet connection is consistently slow, upgrading to a higher-speed plan or switching to a more reliable ISP might make a big difference. Additionally, working with a global telecom partner that specializes in international communication can further improve call quality. Look for one that offers:

    • Low latency and minimal packet loss.
    • Direct interconnects with global carriers.
    • Advanced features like adaptive codecs that adjust call quality in real time.

    → Did you know you could craft your own communications systems solution?
    ULAP Networks offers connectivity, calling coverage, PSTN replacement, cloud PBX services and other vital components that support your full control over your business communications systems. We’re hold telecommunications licenses, so you can get competitive rates. Contact us to learn more.

     

    Test Alternative Platforms

    Apps like Zoom, Microsoft Teams, or WhatsApp often provide higher-quality international calls than traditional phone lines, especially for video calls.

     

    Regularly Update Software

    Outdated apps or operating systems can lead to compatibility issues and bugs that degrade call quality. Always keep your devices and apps updated.

     

    Preventing Future Problems

    Now that you know how to address poor call quality, here are some tips to prevent it from happening in the first place:

    • Regular Maintenance: Periodically check your network and devices for issues.
    • Educate Your Team: If this is a recurring business issue, provide training on best practices for maintaining good call quality.
    • Partner with Experts: Work with telecom providers or IT specialists who can proactively monitor and resolve issues before they escalate.
    • Monitor Call Metrics: If you’re using VoIP for business, tools like call analytics can help identify trends and potential weak points in your system.

     

    Conclusion

    Bad call quality isn’t just an inconvenience; it’s a problem that can affect personal and professional relationships. Understanding why it happens and taking proactive steps can transform those frustrating, garbled calls into clear, seamless conversations.

    The next time someone complains about a poor-quality overseas call, you’ll know exactly what to do. Whether it’s tweaking your network, switching providers, or simply upgrading your equipment, the right solution is often just a few steps away. With these tips in hand, you can ensure every call—no matter the distance—feels like you’re in the same room.

     

  • What is a Session-Border-Controller (SBCaaS)?

    What is a Session-Border-Controller (SBCaaS)?

    What is a Session-Border-Controller (SBCaaS)?

    Session Border Controller as a Service (SBCaaS) is a cloud-based tool that helps businesses control their communication networks, especially for voice calls over the internet, like VoIP (Voice over Internet Protocol). In the past, companies used physical devices called Session Border Controllers (SBCs), but now with cloud technology, many are switching to virtual versions for more flexibility and security.

    SBCaaS allows organizations to secure their calls, prevent cyberattacks, and ensure smooth communication between different systems. It is especially useful for large companies that need to manage many phone calls or data exchanges over the internet, making sure these are safe and efficient. As cloud solutions are set to generate over $3 trillion in value by 2030 across industries, including telecommunications, the role of SBCaaS is becoming more critical. (Source: McKinsey).

     

    Core Functions of Session Border Controllers

    Now that we’ve answered the question of “What is a Session-Border-Controller (SBCaaS)?”, what does it do?

    An SBC serves as a “gatekeeper” for communications that happen over the internet. This means it protects, monitors, and controls the flow of information to ensure everything is working properly. With SBCaaS, the core functions are:

    • Security: The SBC prevents issues like Denial-of-Service (DoS) attacks, where hackers try to overload systems and cause disruptions. It also ensures calls are private and protected from eavesdropping.
    • Interoperability: SBCs help different systems “talk” to each other smoothly. For example, if a company uses multiple VoIP providers, the SBC ensures these systems can work together.
    • Traffic Management: It controls the flow of voice and data traffic to prevent delays or drops in call quality, making sure users have a smooth experience.

    Because SBCaaS is cloud-based, businesses don’t need to buy expensive hardware and can easily scale up or down depending on their needs.

     

    Why Virtual Session Border Controllers are Important

    Today, as more companies move their operations to the cloud, virtual session border controllers (SBCs) have become essential. A virtual SBC does everything a traditional SBC does but without the physical hardware, allowing companies to save money and adapt more quickly to changes.

    With virtual SBCs, companies can:

    • Scale on-demand: This means they can adjust their communication capabilities as their business grows.
    • Integrate seamlessly: Virtual SBCs fit well with existing cloud services and telecom solutions.
    • Improve security: They offer built-in protection from internet threats, which is crucial for businesses relying on VoIP systems.

    According to Gartner, companies using virtual SBCs have increased by 40% in recent years due to the benefits of cloud-based communications (Source: Gartner).

     

    Use Cases and Benefits of SBCaaS

    SBCaaS is especially helpful for businesses that need to manage large-scale communication systems. It’s commonly used in industries like telecommunications, finance, healthcare, and government services—areas where secure and reliable communication is critical.

    Here are some of the main benefits of SBCaaS:

    • Cost Efficiency: Since it’s cloud-based, businesses don’t need to spend money on buying and maintaining hardware. According to McKinsey, using cloud-based services like SBCaaS can lower operational costs by up to 25% (Source: McKinsey).
    • Flexibility and Scalability: SBCaaS allows companies to easily increase or decrease their communication capacity as needed.
    • Enhanced Security: Virtual SBCs offer high levels of encryption, keeping sensitive information safe during communications.

    Case Study: A large telecom company used SBCaaS to replace its old hardware system. After the switch, the company saw a 30% increase in system uptime and a 15% drop in security breaches within the first year (Source: McKinsey).

     

    SBC in Telecommunications

    The telecommunications industry heavily relies on SBCs to ensure smooth and secure communication. With the rise of SIP trunking (a technology that allows phone systems to operate over the internet) and VoIP, SBCs help telecom companies manage massive amounts of voice and video traffic, making sure everything runs efficiently.

    The SBC telecommunications market is growing fast, thanks to the increasing demand for cloud-based communication. According to Statista, the global SBC market is expected to grow by 12% each year, reaching $2.1 billion by 2027 (Source: Statista).

     

    SBCaaS vs. Traditional SBCs

    While traditional SBCs require physical equipment and regular maintenance, SBCaaS eliminates these costs and offers greater flexibility. The main advantages of SBCaaS include:

    • Cost Savings: With no need for hardware, businesses can save money upfront. A report from Gartner found that 60% of companies prefer cloud-based SBCs due to their cost-efficiency (Source: Gartner).
    • Scalability: SBCaaS allows businesses to adjust their communication systems based on their current needs.
    • Easier Integration: Cloud-based SBCs fit seamlessly with existing telecom systems.

     

    Session Border Controller Vendors

    Several companies provide SBCaaS solutions, but few are able to offer it in far-reaching global locations as ULAP does (learn more about it here). While other vendors may focus on more centralized markets, ULAP stands out by delivering SBCaaS to remote and underserved regions, ensuring businesses in these areas have access to the same level of secure and scalable communications as their counterparts in major hubs.

    Other key SBCaaS vendors include:

    Ribbon Communications: Known for their innovative virtual SBCs, Ribbon is a leader in cloud communications.

    Oracle: Oracle offers robust SBCaaS solutions designed for large enterprises and service providers.

    AudioCodes: This company offers SBCs that work well with popular platforms like Microsoft Teams and Zoom.

    Case Study: A global financial services company partnered with Ribbon Communications to roll out SBCaaS across its offices worldwide. This change improved call quality and reduced downtime by 20% (Source: Forbes).

     

    Conclusion and Future Trends

    SBCaaS is becoming a must-have for businesses that want to stay ahead in the digital world. As companies adopt more SIP and VoIP technologies, having a secure and scalable communication system like SBCaaS will become increasingly important.

    Future Trends:

    • AI and Automation: Many companies are adding AI to their SBCaaS solutions for real-time monitoring and better performance.
    • Increased Security: As cyber threats grow, SBCaaS providers will continue developing advanced security features to keep communications safe.

    According to Forrester, 70% of companies are planning to fully switch to virtual SBCs in the next five years (Source: Forrester).

    SBCaaS is set to lead the way in modern telecommunications, giving businesses the tools they need to secure their communications and operate more efficiently.

     

  • Your Guide To Virtual Business Numbers

    Your Guide To Virtual Business Numbers

    A virtual phone number lets you communicate from anywhere to anyone in the world, with almost any device connect to the internet. Between cost, ease of use and maintenance, they’re becoming increasingly common with businesses.

    This article will help you understand what it is, its benefits, how to get one and other alternatives to virtual numbers for your digital telephone system.

     

    How a Virtual Phone Number Works

    Virtual phone numbers aren’t exactly the same as traditional numbers that are connected to smartphones or landline phones. These numbers are identities in the cloud that can be linked to numbers you already own. It’s also known as cloud telephony (and you can read more about it in our article

     

    Old telephone systems required users to tie numbers to a device, whether it was a cell phone or a landline. Traditional landlines are fixed and cannot be carried around; you have to be close by to use them. Mobile phones are much better and more mobile-friendly, but your number is still directly tied to your device through your SIM or eSIM.

    Virtual numbers let you stay connected with clear calls using fast internet, no matter where you are or what device you’re using. This means you can make and receive calls with good quality even if you’re not in the same place as your phone. A convenient way to stay in touch without worrying about poor reception or dropped calls.

     

    Synced Communication Across Multiple Devices

    Many employees either have a remote setup with a digital home phone, or in-office desk phones. Virtual numbers simplify contact by connecting one phone number to multiple devices simultaneously. Digital phone systems with virtual numbers can receive calls to the same number on any of them. This also works for using the same phone number across your team or region.

    With more people working outside the office, calls need to be more accessible to keep businesses running smoothly. Virtual phone numbers help businessmen stay connected, without being dependent on specific devices. You can still be reached if you have your laptop but not your mobile device.

     

    Virtual Phone Numbers for International Businesses

    A small business might need a few lines and not spend more than a hundred dollars every month. Large companies with hundreds, thousands or even more employees have much more inflated bills. Consider the costs of international calling, and the bill can multiply frighteningly.

    Virtual phone numbers are a popular standard because without much hardware, it’s cheaper to maintain and use. Since it does not depend on the device, scaling incurs greatly reduced additional costs.

     

    Unique Features of Virtual Phone Numbers

    Virtual phone numbers can release you from the obligation of waiting in one location for phone calls or having to hang on to a single device to ensure you don’t miss an important call. Additionally, the virtual nature of the service makes it great for both remote companies and professionals who are frequently traveling.

    Phone numbers, coverage and calling plans are usually defined by your provider. If you’re travelling beyond your provider’s covered region and making long distance calls, your bill could skyrocket.

    Virtual phone numbers are connected through the internet, not the limitations your provider’s call coverage. The rate you’re charged for is defined by area-code-to-area-code, not where you’re located.

    Imagine you’re based in the United States but travelling through Indonesia. You need to contact the bank; you use your +1-area code virtual phone number to make the call. Because you’re connected through the internet, your call is charged at the domestic rate and not international. Even if you’re calling from over 9,000 miles away!

     

    Personal 169 (1200 x 800 px)

    • International Presence. You can get virtual phone numbers with area codes on your caller IDs local to the areas you serve. You won’t have to add more devices, it’s the same line.
    • Local Call Rates. With numbers in those area codes, customers can call your business at domestic rates. Even if you’re not physically in that locale.

    Regardless of the size of your business, virtual phone numbers could cut down telephone service costs significantly. Domestic calls remain cheap, and it’s affordable to take calls globally.

     

    Remote Work, Regional Teams and Frequent Travelers

    Remote work has continued to grow in many business strategies; virtual tools like online phone numbers are perfect for modern business phone systems.

    They free users from fixed phone locations, specific devices and sometimes even expensive call rates. They’re great for companies with remote workers, but also for frequently travelling businessmen, diplomats, regional teams, contact centers and more.

     

    Virtual Phone Number as An Option For Smaller Businesses

    Personal numbers aren’t always appropriate or comfortable for purposes of business communication. Virtual phone numbers can be linked to private telephone numbers so your business contacts can call you from a number distinct from your personal one.

    Setups made possible by virtual numbers such as this are a great option for slim operating models or sole proprietors.

     

    Access to Other Digital Tools, Suites, and Services

    Virtual phone numbers offer several features beyond voice calls. These include voicemail, calendar integration, online faxing, team messaging, and virtual reception. They also offer upgrades that non-virtual phone numbers don’t usually provide.

    Businesses can integrate their virtual phone numbers to popular digital workspaces like Microsoft365, Zoom, Salesforce, NICE, and Simplify360.

    You can connect your phone number to video conferencing features, whiteboards, schedulers, and even cross-integrate it between multiple apps. These integrations can make your phone number and working experience more fluid.

     

    How To Get a Virtual Phone Number

    Acquiring a virtual number can be simple. Vendors that offer a Voice over Internet Protocol (VoIP) service often provide online numbers with their services. For example, Google Voice offers a free local number to Google account holders; Zoom Phone offers numbers in 49 countries and more with its partner providers; etc.

    When you choose your provider, you will port your existing phone line or choose a new national number. Then, you’re free to browse plans to add toll-free or even vanity numbers. Your options will vary according to your provider, so it’s best to choose one that matches your needs.

     

    Considerations When Getting a Virtual Phone Service

    Getting a virtual phone number is a great option for businesses to have. It’s useful for keeping costs down, separating business identities, localizing your market presence and many other factors.

    Access and usage. Keeping tabs on business virtual phone number usage and access is often necessary for ensuring that business numbers are used appropriately and by the correct personnel. Service providers usually offer add-ons that help you better monitor phone line usage and ensure everything runs smoothly.

    Price and value for features. Some providers offer free virtual numbers with their services, which could be perfect for smaller businesses. Larger companies might want more functionalities with their virtual numbers, for better features and integrations.

    Global availability. Not all regions have virtual numbers as a readily available option. If you’re operating in Africa, South America, the Middle East, and parts of Southeast Asia, you might find that popular services won’t offer virtual numbers in those areas.

    While the first two considerations will help seekers narrow down their criteria in a service provider, the third is a challenge posed to businesses (and companies expanding into) these markets that want the convenience virtual numbers offer.

  • What is Cloud Telephony and Why Should I Use It?

    What is Cloud Telephony and Why Should I Use It?

    Cloud telephony (or cloud calling) is a phone service that works over the internet instead of physical phone lines. A cloud provider can offer telephony services on their technology and infrastructure, as a managed service.

    How Does Cloud Telephony Work?

    Cloud telephony works by turning your voice into digital data that travels over the virtual network. Here’s a simple breakdown of the process:

    1. Making a Call: When you make a call, your voice is captured by your device (like a phone or computer).
    2. Converting Data: Your voice is turned into digital data using SIP* and sent over the internet to the cloud telephony provider.
    3. Routing the Call: The provider sends the call to the person you’re calling through its servers.
    4. Receiving the Call: The person’s device converts the digital data back into voice, and the call is complete.

     

    SIP, Briefly Explained.

    Previously, calls required copper cables, dedicated circuits and other physical connections to reach the public network. A company with hundreds or thousands of calls a day would have a large monthly expense for telephony. SIP works on both wired and wireless cables, which means it can make calls over the internet without physical connections. This makes installations and usage overall easier and cheaper.

     

    SBC, Briefly Explained.

    A Session Border Controller (SBC) is like a gatekeeper for SIP and other VoIP protocols. It manages real time communications and protects calls with security features such as firewalls, protection, and encryption. Businesses need reliable communications solutions; SBCs also make sure calls are high-quality and not prone to lagging.

    Read about Session Border Controllers as a Service here, or learn about our native service SBCaaS.

    Both SIP and SBCs can be completely virtual solutions, minimizing cost for scale by a significant amount.

     

    Benefits of Cloud Telephony

    Cloud-based phone systems have many advantages over traditional phone systems. Here are some key benefits:

    1. Cost Savings: You don’t need to buy and maintain expensive hardware, saving cost significantly.
    2. Easy to Scale: As your business grows, you can easily add more users and features without needing new equipment.
    3. Mobility: You can use the phone system from anywhere with an internet connection, perfect for remote or hybrid work.
    4. Full Features: Phone features like call routing, voicemail to email, automated attendants, and integrations with other apps are available.
    5. Reliability: Since everything is stored online, there’s less risk of downtime, making the system more reliable.

     

    Integrations with Unified Communication

    Another advantage of cloud telephony is its use with popular unified communication platforms like Zoom and Microsoft Teams 365. By integrating telephony with these platforms, teams can enrich and optimize the way they communicate internally and with customers.

    1. Transition between calls, videos and meetings. Telephony with UC takes full advantage of features you can find on your device. You can move from a phone call on your business number, to a video conference with one click while staying on the same app. Teams gain easier access to their communication tools.
    2. Bring data from other platforms. Besides flexible and intuitive tools to communicate, users can also integrate their telephony and UC directly to other apps. This includes CRM, inventory, and project management to enhance digital workspaces.
    3. Data handled by platform. Most platforms have built-in compliant data practices to serve even heavily-regulated industries, such as finance and healthcare. But businesses can also reach out to providers to further fortify their data handling protocols. For example, CallCabinet offers secure call recording solutions that help large businesses keep their checks and balances.
    4. Centralise your IT management. IT administrators can have more control over the business’ communications. Dashboards significantly reduce complexity, allowing administrators to manage phone numbers, call routing, permissions and other settings in one place.

     

    Choosing a Cloud Telephony Service

    Cloud telephony is a leap forward in communication technology, offering businesses a flexible, scalable, and cost-effective solution. By understanding what cloud telephony is and how it works, businesses can improve their communication systems and boost productivity. Embrace the future of communication with cloud telephony and enjoy its many benefits.

    You should choose a cloud telephony service that’s reliable, easy to scale, has the features and integrations you need. A provider with cloud-based services will fit your business needs and can grow with you.

  • How Microsoft Teams Direct Routing works with SBCaaS

    How Microsoft Teams Direct Routing works with SBCaaS

    Microsoft 365 is one of the most popular office suites with many features to help with modern workplaces and remote work.

    One special feature is the Microsoft Teams Phone that lets your teams make and receive calls on the platform. Businesses can use Microsoft Teams Direct Routing to connect teams and existing telephony systems directly to the platform. This allows for a direct connection between the two systems.

    Since this enables cloud-based calling between their phone systems and Microsoft Teams, companies use an SBCaaS to keep their calls and data safe.

    Let’s explores how Microsoft Direct Routing and SBCaaS work together to help businesses.

    Learn more about ULAP’s SBCaaS here

     

    Understanding Microsoft Teams Routing

    Microsoft Teams Direct Routing offers businesses to connect their private branch exchange (PBX) systems to Microsoft Teams. Organisations can use the Teams platform’s calling features and file sharing together in one place. Direct Routing for teams offers several key benefits:

    • Enable cloud-calling and lower call costs without additional infrastructure
    • Use their existing telephony hardware while integrating with Microsoft Teams.
    • Unify communications on a single platform, streamlining operations and improving user experience.

    Challenges:

    • Need to encrypt calls to protect sensitive data
    • Need to monitor connection up-time / availability
    • Not all phone providers offer this service, and vendors are not available in all regions
    • Regulations can vary according to region

     

    Direct-Routing-as-a-Service (DRaaS) with an SBC

    Direct-Routing-as-a-Service (DRaaS) is a service offered by providers and vendors to manage this connection. They will usually setup, configure and manage this connection for you through an SBC (Session Border Controller).

    A Session Border Controller (SBC) is like a gatekeeper for VoIP calls, making sure data flows securely between networks.

    Here’s what it can do:

    • Enhance Security: Encrypt and secure VoIP traffic to protect against fraud, unauthorized access, and other security threats
    • Reliable Connectivity: Ensure high-quality voice communications with minimal latency and downtime.
    • Scale As You Need: Easily scales to meet the growing needs of your business without requiring additional hardware investments.
    • Compliance: Helps businesses meet regulatory requirements by providing detailed reporting and monitoring capabilities.

    Telecom providers or cloud vendors can offer SBC as a service (SBCaaS) to make and manage this connection for you. Finding one in the USA, Europe or other countries where this is a growing norm might be easier.

    For regions where regulation and cloud-based technology is still growing, finding the right provider can be challenging. You’ll have to find one available and compliant in your region.

     

    How to find a vendor or provider for Microsoft Direct Routing

    Learn more about ULAP’s SBCaaS here

    1. Identify your requirements: Understand what you need from your solution. From the number of users, call volume, to existing infrastructure and any special features or integrations needed.
    2. Research vendors: Look for vendors who have done Direct Routing for Microsoft Teams, through case studies and professional networks.
    3. Assess technical capabilities: Contact your vendor and ask about their coverage, technical support, network redundancy and regional availability
    4. Compare pricing: Get detailed pricing information and compare to find a plan that suits your budget and needs
    5. Request for demo: Ask for a demonstration so you can assess the user experience and support they will provide.

    Contact our team for ours here

     

    What about ULAP SBCaaS for Teams?

    ULAP SBCaaS manages SBC deployment, maintenance, and monitoring for Microsoft Teams Direct Routing globally. We have network presence in 6 continents and you can check our coverage here.

     

    Easy Global Number Provisioning with ULAP’s SBCaaS

    Maintaining local phone numbers is crucial for businesses to retain local identity and trust.

    We configure your existing or new numbers for you, in full regulatory compliance around the globe. This simplifies the process, ensuring a smooth transition while maintaining your business’s local presence.

    Our clients span from Malta, Poland, and the UK, to Mauritius, Saudi Arabia, Japan, and the Philippines.

    Advantages:

    • Local Identity: You can maintain local numbers, so clients can reach you through familiar contact points.
    • Compliance: We work with your local regulatory bodies to ensure you’re compliant with all regional requirements. This minimises potential legal issues and ensures a seamless transfer.
    • Fully managed: Our team manages the entire process, from setup to live. This lessens the burdens on your IT staff and reduces downtime during the transition.
    • Global Coverage: ULAP’s extensive network and expertise covers global teams for a consistent and efficient experience worldwide.

     

    Takeaways

    Microsoft Direct Routing with ULAP’s SBCaaS is a powerful solution for businesses that want to optimize their communication tools. By leveraging this combination, businesses can enjoy enhanced security, improved performance, and seamless scaling.

    Ready to take your business communications to the next level?

    Learn how our SBCaaS can enhance your Microsoft Direct Routing. We’ll walk you through a setup that’s secure, reliable, and an efficient communication solution for your business.

    Reach out to our team for your SBCaaS solution here.