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UCaaS – Unified Communications as a Service is a broad communication solution based on a cloud-delivery model. It streamlines communication channels (voice, video, and text) for businesses across the globe and helps them increase their operational efficiency. If you know UCaaS it means either you’re trying to lock-in a new phone system or you already have one.

The solution is best to enhance the agent’s productivity and engagement, but the jargons associated with it could appear overwhelming.

We all have been there! Even IT veterans (who are up-to-date with technology) might get confused. So, this article is an attempt to help you get a better understanding of the service. We’ve gathered this easy-to-digest fundamental list of UCaaS terminologies.

Dig in…


PBX stands for private branch exchange – a telephone system or network that allows companies to connect with local lines or telephone lines. Organizations can utilize it to communicate internally with the team and externally with clients. Your business can answer and direct calls from remote locations, just need to dial numbers and operate calling via desktop, laptop, or mobile device.

Call Analytics

Analytics defines the trends for businesses and other related data with great accuracy. Call analytics are the backbone of UCaaS. You get details of calls as they’re tracked, recorded, and presented as lead statistics via key performance indicators (KPIs). Asses these KPIs to dig deeper into your teams and their activities. Look for better strategies for the organization.

Cloud Computing

All computer-related services, including servers, databases, networking, storage, analytics, etc., over the internet, are termed cloud computing. It enables fast, innovative, flexible, and economical solutions for businesses to communicate, store, and scale. It’s a remote work solution (virtual) that saves high costs on infrastructures, encompasses efficient operation, and guarantees business scalability. 


Voice over Internet Protocol (VoIP) simplifies the voice-calling process as it works with the support of the internet (broadband connection). No need for traditional calling systems, which require physical phone lines to communicate. You can easily make a call from the web using any device (not just the telephone). The system enables amazing flexibility and the ability to hold conference calls.

Computer Technology Integration (CTI)

Is there a way to link computers with telephone systems? Yes! Contact centers worldwide use Computer Telephony Integration (CTI) to link their telephone system to their business applications. CTI eradicates the need for a physical phone and allows agents to perform all phone functions on their computer using on-screen controls. It answers, disconnects, transfers, and puts calls on hold.


WebRTC stands for Web-based Real-time Communication API, an open framework that depends on real-world networking. It ensures audio, video, and data communication within a web page for peer-to-peer (P2P) communication. It eliminates the need for plug-ins or additional native apps. Developers can use WebRTC to build communication solutions such as Google Hangouts, Facebook Messenger, and Sarv Wave.


Communication Platform as a Service, or CPaaS, is another cloud-based delivery model. It allows you to add voice, video, and messaging features to your existing business software using API. You get real-time communications features with it as they are coded from scratch. The powerful advantage of CPaaS – you can customize your communication stack instead of buying predefined features.


Service Level Agreement refers to the level of service that an organization expects from a vendor or the provider guarantees to their customer. It is one of the crucial agreements for customers as they can look at how reliable the product/service they will be using is. For example, most providers have 99%, 99.99%, and 99.999% uptime SLAs for their customers. Each holds a meaning like:

  • 99.999% – five nines signify unavailable for up to 6 minutes per year.
  • 99.99% – four nine means unavailable for up to 60 minutes per year.
  • 99.9% – three nines means unavailable for up to 10 hours per year.


API is an acronym for Application Programming Interfaces. It is simply a set of functions that allows different software programs to communicate with each other. Presently, 40% of large companies utilize over 250 APIs. Why? Because it minimizes code-related errors and adds value to your business. In the contact center, API integrates an agent dashboard with sales and service information in one centralized location, sharing valuable insights.

Need Unified Communications?

The unified communication industry is filled with vast technical terminologies, and the glossary doesn’t include every term. However, the abovementioned terms will give you a brief and basic understanding of the UC world. And we hope this technical jargon list helps you continue your operations with confidence and make the best of the multitude of features.

We know UCaaS is a package with impeccable features that you might decide to deploy it. In case of any queries, connect with our solution experts at 1800-123456-001 or visit us at

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