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The pandemic expanded the tools that business use to operate. One change was the explosive growth of Unified Communications as a Service. In this post, we explore the trends influencing how companies invest in UCaaS and (X)aaS in the coming year.

The Consolidation of (X)aaS and UCaaS

As more companies move their business to the cloud and leverage more “as a service” offerings, they will begin to enjoy more freedom to operate in an agile format, adapting to suit the marketplace’s needs. 

As investment in the space continues to grow, UCaaS is only one of many tools businesses need to consider. Contact Center as a Service, and Communications as a Service are also essential for many brands. To reduce the number of complex platforms businesses must navigate, we will see consolidation, as these “aaS” spaces come together into an all-in-one cloud service.

Building A Better Experience 

In the future, UCaaS will develop more convenient experiences for employees. This means enabling things like the hybrid work model with a UCaaS experience that is consistent for all users across all platforms. About 40% of organizations anticipate implementing AI into their UC applications, for example, to help with noise cancellation, or to automatically record and transcribe conversations.

As we move toward 2023, companies must consider compliance, governance and costs. UCaaS providers must focus on interoperability to allow users to work from anywhere, on any device.

connect concept for business or social media

Collaboration as a Work Hub

As the hybrid model grows, another feature just as critical as communications, is collaboration. Collaboration ecosystems built into UCaaS platforms have become a priority for providers and users. UCaaS allows teams to work together consistently in a distributed landscape. Systems that offer access to features like instant chat, file sharing, and real-time whiteboarding will become increasingly important. 


The hybrid work model us pushing forward the personalization of UCaaS tools. The changing workplace is driving multiple new employee personas you need to be aware of in your day-to-day operations. Each member of your staff may need something different from their UCaaS platform making personalization crucial. This can include building to do lists, adding virtual backgrounds for video conferencing, or creating integrations with key apps.

The bottom line is that companies need excellent communications. In the new normal of a distributed workforce this can happen most efficiently in the cloud. UCaaS is the key to continuity, agility, and growth in the new work paradigm. 

About Logista Solutions

Logista Solutions is a nationally recognized leader in a broad range of technology management solutions. As one of the largest technology support providers in the U.S., Logista provides innovative and holistic solutions to help companies take control of their IT infrastructure and achieve better business outcomes. Popular services include Managed IT as a Service, VoIP and Unified Communications, Managed Print, Cloud Services and Asset Disposition.