Simplicity is key to UCaaS, but video quality is a noted pain point


Cloud-based unified communications presents an opportunity to simplify UC deployments and reduce the number of contracts for point products, but quality of service remains one of the biggest frustrations of cloud-based video offerings.

Darren Hakeman, senior vice president of product and strategy at 8x8, told FierceEnterpriseCommunications that it's not unheard of for potential new customers to have "47 different contracts" in place. They're looking to simplify their contract management, at the very least, and want the ability to call one number for any UCaaS issues.

"Our goal is to make things easy," Hakeman said.

Even so, there are still many worries among IT decision-makers about UCaaS. 8x8 recently conducted a survey of attendees at Enterprise Connect. The survey of about 200 people found that security tops of the list of "must haves" for UCaaS offerings, but quality of service isn't far behind.

When it comes to videoconferencing, in particular, the three top complaints were poor sound or visual quality (cited by 35 percent of respondents), difficulty connecting (24 percent) and being forced to download an app (20 percent).

There has been a big push by video and UC vendors to adopt videoconferencing as a way of life in the enterprise. If the technology isn't capable of handling something what are essentially basic connection tasks, it seems like it might be a hard sell for many organizations.

Even so, Hakeman noted the simplicity of the cloud attracts many organizations. 8x8's focus is mainly on VoIP and call center products, although it offers a videoconferencing feature through its webconferencing service.

For more:
- read the 8x8 blog

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