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UCaaS & Voice
Choosing the Right UCaaS Partner: A Guide for IT Companies


3 min


Managed Service Providers (MSPs) play a crucial role in helping companies with their IT needs and frustrations. As clients increasingly turn to MSPs for guidance on their business phone needs, it’s imperative that Managed Service Providers choose the right UCaaS (Unified Communication as a Service) provider that fits into their business model and supports their core values. However, it’s not just about finding one that is complimentary to their business but one that actively contributes to improving their overall business capabilities. Working with a UCaaS provider can help MSPs with keeping their client’s content while adding additional skills and services into their business that will ultimately lead to more profitability.

First, it’s important to understand the roles of MSP vs a UCaaS provider and how these technology companies differ. UCaaS refers to a cloud-based communication solution that helps consolidate communication within a business (i.e.: Teams, Webex). These tools, especially following Covid, are vital to keeping employees connected anytime and anywhere. UCaaS providers know the phone business in and out and can have the right tools and capabilities when helping businesses make decisions on their collaboration tools. Companies can choose to either utilize hard phones or soft phones to make communication seamless and transparent. With the amount of hybrid and remote workers in today’s world UCaaS is the future of phones and communication.

MSPs or Managed Service providers are outsourced IT companies that can help businesses of all sizes with all the IT needs including cybersecurity, data backup and storage, help desk, 365 migrations, etc. They are the first line of defense in a company to help from setting up their network to helping manage day to day network activity. Finding an MSP that is a right fit for your business is challenging enough so making sure you choose one that fits all your businesses needs and one that has the right references and tools that can assist in other aspects of your business’s technology is imperative. MSPs are usually the first in line when companies need to make those decisions on collaboration tools that are a best fit for their businesses, so making sure you already have a trusted and established relationship is very important. So how do you choose a UCaaS provider that is right for you? Below are some tips to look for when selecting a UCaaS provider.

Extensive Portfolio of Services

Most MSPs are industry agnostic, and no two businesses are identical. MSPs must partner with a UCaaS or Unified Communication as a Service provider offering a broad portfolio of services. Scalability and flexibility become paramount, enabling MSPs to cater to the unique needs of various clients and industries. A comprehensive service portfolio ensures that MSPs can seamlessly integrate UCaaS solutions into their existing offerings, providing clients with tailored communication solutions that meet their specific requirements. Many UCaaS providers offer more than just phone systems and integrated collaboration tools so finding one that is well versed in other areas of telecom, such as bundling circuits with your phone bill or one that specializes in integrating your SaaS products in your phone environment.

Residual Commissions: A Lucrative Revenue Stream

For MSPs, forging partnerships with UCaaS providers can go beyond client satisfaction—it can be a lucrative venture. Residual commissions, offered by many UCaaS providers, present an additional revenue stream for MSPs. However, MSPs should exercise caution and thoroughly examine the terms and conditions associated with these commissions. Avoiding commitments to minimums or quotas is crucial, ensuring that the partnership remains mutually beneficial and adaptable to the fluctuating demands of the market. There are still many UCaaS providers that force MSPs to sell a minimum amount of spend every month to keep their residual commissions. MSPs should be allowed to find a provider that is a good fit for their client and not be helping to work with one provider because of quotas.

Trust and Reliability

Telecommunication services often involve intricate processes and can be time-consuming. Finding a UCaaS provider that can handle everything from the initial discovery call to a fully managed installation is essential for MSPs looking to optimize their efficiency and cost-effectiveness. Trust and reliability become pivotal elements of such a partnership, as MSPs entrust their clients’ communication infrastructure to the UCaaS provider. A reliable partner can save both time and money in the long run while keeping clients content and ensuring seamless service delivery. It takes time to build a trusting relationship but make sure you read Google reviews, ask for recommendations, and find someone that will complement your customer’s needs.

Extension of Your Services

Choosing a UCaaS partner should not be a standalone decision but an integrated aspect of the MSP’s core values and business model. MSPs should seek a UCaaS provider that aims to be an extension of their services, aligning with their mission and values. This alignment ensures a cohesive collaboration that not only enhances the range of services MSPs can offer but also provides a unified front to clients, reinforcing the trust they place in their MSP. Many MSPs are trying to get into the phone business which can be messy and frustrating. Allowing an outside company that you build a relationship with that can take on the heavy lifting can help your business focus on your strengths as a company while helping increase your productivity and profitability.

On-Site Installation and 24/7 US-Based Support

The globalized business landscape has led many companies to outsource their call centers overseas, often resulting in time-consuming and frustrating experiences for clients dealing with issues. In the realm of UCaaS, where effective communication is paramount, having 24/7 US-based support becomes a critical differentiator. MSPs should prioritize partnerships with UCaaS providers that offer on-site installation services, showcasing a commitment to hands-on support. This commitment not only enhances the customer experience but also distinguishes the MSP in a market where some providers still rely on a “plug and play” approach where they ship phones and expect the client to handle all the heavy setting up and configuring their own phone system.

As MSPs continue to play a pivotal role in addressing the IT needs of businesses, the choice of a UCaaS partner becomes a strategic decision that can shape the trajectory of their success. By prioritizing an extensive service portfolio, exploring residual commission opportunities, emphasizing trust and reliability, seeking an extension of services, and insisting on on-site installation with 24/7 US-based support, MSPs can navigate the UCaaS landscape with confidence. This comprehensive guide serves as a roadmap for MSPs, ensuring that their choice of a UCaaS partner aligns with their business goals, enhances their service offerings, and ultimately contributes to their long-term profitability and success in the dynamic world of managed services.

MSPs or Managed Service Providers with UCaaS partnerships can represent a powerful alliance in the world of technology. Partnerships enable MSPs to protect their client base, offer additional revenue stream, and reduce some of the pressures that businesses are facing in the world of communication. Technology is imperative in today’s world and finding a provider that scales and looks to the future is imperative for your clients.

Interested in learning more about partnering with ComTec Systems? Click here and watch our Sales Director, Brad Nichols’ interview from Eric at All Things MSP.