What to look for in a UCaaS provider

It’s not hard to find UCaaS provider these days, but finding one that’s reliable and meets all your requirements? That’s a different story. In order to make it easier for you to narrow down your options, we’ve put together 12 key questions you should ask before making a choice.

Businesses are turning to unified communications platform (UCaaS) to streamline collaboration on one single platform, cut IT costs, and deliver faster, more reliable, real-time support.

Nearly 90% of organizations already use a cloud-based UC platform, and among companies still using on-prem systems, about 30% expect to switch within two years. The UCaaS market is predicted to grow at a CAGR of 15% by 2030.

For those still on legacy systems, the clock’s ticking. The shift to cloud-based unified communications is accelerating, and falling behind means losing ground.

It’s not hard to see why UCaaS matters, but it may be difficult to figure out which service provider will deliver the reliability, integrations, and long-term support your business needs. Choosing the wrong UCaaS partner could mean months of rework, missed calls, and ballooning costs. 

Use the 12 questions in this guide to vet the best UCaaS providers, so your first decision is the right one.

More than just a messaging tool, a UCaaS platform supports critical communications across your business. This only works, however, if your provider can guarantee consistent call quality on your phone system at any scale.

Call quality is a common issue with UCaaS platforms, especially when they rely on third-party infrastructure. To avoid latency, dropped calls, or jitter, look for a provider with a fully redundant network of data centers. This gives them direct control over call routing and uptime.

Providers with a long track record in enterprise communications services are often better equipped to grow with your needs.

Even with a solid setup, things can go wrong – and when they do, speed matters. Delays impact operations, contact center performance, and your reputation.

You need a UCaaS provider that can jump in immediately, especially when it comes to voice infrastructure and other core telephony services. A delayed response impacts internal operations, customer support, and your reputation.

Here’s where owning the network gives providers a real edge. Providers that own and operate their own network can instantly identify the root cause of an issue and resolve it faster. In contrast, those that rely on third-party carriers often face delays simply trying to get visibility into the problem.

Choosing a UCaaS partner with complete control of their infrastructure means less time waiting, fewer escalations, and faster resolutions when it matters most.

With digital fraud on the rise, keeping communication channels secure – and out of the wrong hands – is more critical than ever. One weak point in your provider’s infrastructure can expose your business to major risks, including data breaches, compliance violations, and financial loss.

Look for providers that use up-to-date encryption and security features to protect your data at every level. That includes securing both signaling and media streams, safeguarding data in transit, and maintaining regulatory compliance across regions.

Sinch uses advanced encryption technologies like SIP over Transport Layer Security (TLS) to ensure secure signaling, and Secure Real-time Transport Protocol (SRTP) to provide media-layer protection through message authentication, integrity checks, and replay protection.

Security should always be a top priority – ask any UCaaS provider you’re considering about the kind of encryption they offer.

Many UCaaS providers promote long feature lists – but more doesn’t always mean better.

Say you’re already using collaboration tools like Microsoft Teams or Zoom. Then, you’ve likely already covered essentials like video conferencing, team messaging, screen sharing, and calendar syncs.

What you really need are UCaaS services that fill the gaps, not a provider that overloads you with features you’ll never use.

For most businesses, the gap is reliable voice services and support for SMS/MMS messaging. That’s where many UCaaS platforms fall short – and where the right partner can make all the difference.

Instead of paying for a bulky, one-size-fits-all plan, look for a solid unified communications platform that offers a streamlined, flexible communications solution designed to support the way your business already works. 

You should be able to customize UCaaS platforms according to your business needs – whether that’s through tiered plans or an à-la-carte model that fits your goals and budget.

While it’s important not to overpay for features you won’t use, it’s just as important to ensure your UCaaS provider covers what you need. The right platform should offer tools that support everyday communication and long-term growth with built-in scalability. 

Look for advanced voice features that improve call management and customer experience, like call forwarding, automatic callback, selective call acceptance or rejection, and wait music. These tools help your teams stay responsive and professional, even during high call volumes.

Messaging support is another must-have. Whether it’s SMS for quick alerts or MMS for media-rich communication, integrated messaging enables your teams to reach customers on their preferred channels.

AI capabilities are also becoming a key differentiator. Features like smart call routing, call recording, transcription, and chatbot integrations can streamline operations and improve both speed and accuracy.

For remote work environments, integrating with business applications and CRM systems like Salesforce is essential for both productivity and cost-effective operations.

The bottom line? Make sure your unified communications platform is built to support how your teams actually work.

70% of enterprise CEOs agree that usability should be the number one consideration. You can’t afford a platform that frustrates users or falls short of expectations.

The right UCaaS provider will prioritize a user-friendly experience. That means ensuring all core features – VoIP, messaging, file sharing, and presence indicators – work together without friction. A team member should be able to start a voice call, send a file, and check a colleague’s availability without bouncing between tools.

The idea is to streamline communications by providing access to a platform that houses them all in one location. Simple and convenient! 

In short, look for a provider that lets you manage everything from a centralized dashboard, eliminating the need for constant app switching.

Although a UCaaS solution may combine several services you already use, not all companies do so. Be ready to select third-party solutions to work with your UCaaS platform. Because UCaaS platforms should be designed with collaboration in mind, the right provider will allow your company to integrate existing third-party apps into your workflows.

When evaluating top UCaaS providers, look for those that support integration with major cloud-based collaboration tools like Microsoft Teams and Cisco Webex for reliable video meetings and beyond. 

These integrations let you keep the apps your teams already rely on while adding enterprise-grade voice, messaging, and calling features – all over a secure, reliable network. It’s the simplest way to enhance productivity in a single system without introducing new tools or disrupting established workflows.

If you’re using an on-premises PBX that you’re not ready to retire, a Bring Your Own Carrier (BYOC) approach lets you connect to a modern UCaaS platform without overhauling your existing setup.

Look for a provider that supports robust SIP trunking – ideally, Elastic SIP Trunking that scales up or down based on demand. This gives you greater control over costs and network usage while extending the life of your current infrastructure.

It’s a practical way to modernize cloud communications without starting from scratch or sacrificing reliability.

Many providers now offer APIs that enable customization and integration with other collaboration solutions, making it easier for a startup to scale its communication system as needed.

Some UCaaS providers require you to purchase or lease new hardware – even if your existing phones and devices are fully functional. That can drive up implementation costs quickly, especially for larger teams.

If you’ve already invested in desk phones, conference equipment, or SIP-compatible devices, look for a provider that supports hardware migration. This allows you to connect your current business phone equipment to the new platform without unnecessary replacements.

With Sinch, you can port your existing hardware directly into our UCaaS platform, helping you lower upfront costs and get up and running faster with the tools you already use.

Enterprise IT teams often mandate Single Sign-On (SSO) to maintain centralized control over user access and meet internal security policies. SSO simplifies user management, strengthens access controls, and reduces password-related support tickets.

If your organization already uses identity providers like Okta, Azure AD, or Google Workspace, make sure your UCaaS provider integrates with them.

Not all platforms offer SSO and retrofitting it later can be a challenge. Confirm early on that the provider can accommodate your identity and access management setup to avoid friction during deployment.

This is a small detail that can make a big difference in both user experience and IT overhead.

If your business operates in a regulated industry — or just wants to avoid legal and financial risk — compliance isn’t a nice-to-have, it’s mandatory.

Your UCaaS provider should support key regulations, like HIPAA (e-)fax compliance, for protecting sensitive health data, STIR/SHAKEN for preventing call spoofing, and E911 requirements for emergency call routing and location accuracy. This includes compliance with Kari’s Law and RAY BAUM’s Act, both of which are federally mandated in the U.S.

Sometimes a knowledge base isn’t enough. UCaaS and VoIP platforms can get complex quickly and when something breaks, waiting on an email reply or digging through documentation just won’t cut it.

The right UCaaS provider offers access to a dedicated support team that can help with configuration, troubleshooting, provisioning, and anything else that might slow you down. Having access to technical experts when issues arise is critical for keeping team collaboration up and running.

But support shouldn’t start after something goes wrong. Some providers advertise easy DIY setup, but once you’re in it, you realize that onboarding is more complex than expected. If you don’t have in-house specialists, it becomes a time-consuming problem. And if you do, it’s probably not how you want your IT team spending their day.

The Sinch support team is available 24/7 and provides expert guidance throughout the entire onboarding process – not just after the fact.

Start by evaluating the non-negotiables: Reliability, security, and customer support. Then, layer in any nice-to-haves.

With Sinch, you get more than a UCaaS platform – you get a purpose-built solution backed by 25+ years of enterprise telecom expertise and a Tier 1 nationwide network with 99.999% uptime. Sinch is the one-stop shop for all of the cloud communications tools you need.

Sinch owns and operates the largest independent voice network in the U.S., giving you full control, reliable performance, and built-in security and compliance from day one – including HIPAA, STIR/SHAKEN, and E911.

From flat-rate pricing and unlimited domestic calling to premium communication system features standard, the flexible monthly plans are built for businesses of all sizes. Whether your teams use Microsoft Teams or Cisco Webex, you can streamline workflows, manage users and call flows from anywhere, and voice-enable the tools you already use, including voicemail and advanced call controls.

And you’re never on your own. Our dedicated support team is here 24/7 to guide you through onboarding and beyond.

Your unified communication stack is only as strong as the platform behind it. Choose one that’s built for performance, built for growth – and built for you. Talk to a Sinch UCaaS expert today.