On-premises phone systems are giving way to unified communications as a service (UCaaS): cloud platforms that combine business phone calls, video meetings, messaging and collaboration in one subscription.
Why organisations move
- No PBX hardware to maintain or replace.
- Employees can use their business number on any device, anywhere.
- New sites and users can be added quickly.
- Built-in integrations with CRM and collaboration tools.
Evaluation criteria
- Call quality and reliability: published availability commitments, redundancy and regional data centres.
- Coverage: local numbers, number porting and emergency calling support in every country you operate in.
- Features: auto-attendants, hunt groups, call recording, analytics and contact centre options.
- Integrations: CRM, Microsoft Teams or other collaboration platforms.
- Security and compliance: encryption, administrative controls and recording retention.
Plan the migration
- Inventory numbers, extensions, call flows and devices.
- Check network readiness — bandwidth, quality of service and Wi-Fi.
- Plan number porting carefully; it can take time.
- Pilot with one site or team, then roll out in waves.
- Train users on new apps and features.
6 proven steps to a successful UCaaS migration
- Audit current telephony. List numbers, sites, call flows, devices, contracts and integrations with other systems.
- Check network readiness. Assess bandwidth, quality of service and Wi-Fi performance for voice and video.
- Plan number porting. Porting can take weeks; schedule it carefully and keep contingency routing in place.
- Address emergency calling. Ensure emergency services receive accurate location information, including for remote and hybrid workers.
- Pilot with representative users. Include reception, sales and support teams that rely heavily on calling features.
- Train and support users. Short training sessions and quick reference guides drive adoption of new features.
Best evaluation criteria
- Call quality, uptime commitments and geographic coverage.
- Integration with collaboration, CRM and contact centre tools.
- Security features, compliance certifications and data residency.
- Administration tools, analytics and support quality.
- Total cost, including licences, devices and number charges.
Common mistakes to avoid
- Overlooking analogue devices such as fax lines, lifts and alarm panels.
- Underestimating local regulatory requirements in some countries.
- Migrating all sites at once without a pilot.
Frequently asked questions
Can we keep our existing numbers?
In most cases, yes, through number porting, subject to local regulations.
Do we still need desk phones?
Many users switch to softphones and headsets, but desk phones remain useful for reception and shared areas.
A 90-day action plan
Days 1 to 30: inventory numbers, devices, call flows and contracts, and gather requirements from reception, sales, support and executive users.
Days 31 to 60: shortlist providers, test call quality from several sites and home locations, and confirm emergency calling and regulatory compliance.
Days 61 to 90: pilot with one site, schedule number porting, complete training and plan the remaining migration waves.
Questions to ask providers
- Which countries are supported with local numbers and regulatory compliance?
- What uptime commitments and service credits apply?
- How do calling, messaging and meetings integrate with our collaboration tools?
- What analytics and call recording options are available?
- How are devices provisioned and managed remotely?
Key terms explained
- Number porting: moving existing phone numbers from one carrier to another.
- Softphone: calling software on a computer or mobile device.
- Auto attendant: an automated menu that routes incoming calls.
- Hunt group: a group of users who share incoming calls.
- Session border controller: a device that secures and manages voice traffic between networks.
The bottom line
Cloud calling and collaboration platforms can simplify telephony, support hybrid work and reduce the cost of maintaining on-premises equipment. Success depends on careful preparation: a complete inventory, network readiness, reliable emergency calling, realistic porting timelines and good training. Evaluate providers on quality, coverage, security and integration rather than price alone, and pilot before committing to a full rollout. A well-planned migration gives employees a consistent communication experience wherever they work and gives IT a platform that is easier to manage.
Further reading on UCaaS
For authoritative, vendor-neutral guidance on UCaaS, see the International Telecommunication Union. You can also browse our free whitepapers.
