With today’s new normal surrounding the COVID-19 virus, an organization’s critical functions must remain ongoing.  To do this, leaders much create both an internal and external network to keep employees and customers connected seamlessly. 

Communication is core to business functionality.  From a customer standpoint, it is simple. Customers should be able to connect to a business just as they always have.  The office may be closed to adhere to social distancing protocols; however, customers expect to be able to connect to the people they need regardless if they are in an office or at home.

From an internal perspective, employers should be thinking about mission-critical matters, how to lead a company remotely, encouraging team members to keep working, and sharing company results and plans during the pandemic.


To maintain critical communication functionality, organizations can deploy remote workers via IP connectivity of the existing phone system. Basic functionality such as extension to extension dialing, receiving calls, and transfer calls maintain the business status quo.  Employees can contact their co-workers just as if they were in the office. 

 Many times, on-premise phone systems also allow for UC features and functionality.  UC features enhance business operations and enable co-workers to stay emotionally connected.  Chat presence and multi-media interfaces help foster the collaboration that is inherently experienced when face-to-face. 

 From a customer service perspective, on-premise systems can easily maintain crucial customer to business interactions.  There is a myriad of options for businesses, such as contact center functionality as well as the use of UC and other collaboration tools.

 Most of the time, if the options are not already apart of the system configuration, additional costs will apply.  The price can vary greatly depending on the system, the add-on needs, and the current infrastructure.

 But what if your business has a legacy phone system deployed? You will most likely find that it is too costly to make the upgrade, especially if an upgrade is not in the budget.


UCaaS is the right option if a legacy system is too costly or would require too many resources and time to upgrade.  UCaaS enables any employee to connect back to the virtual network on a softphone or hard phone via the internet.  It is inherently easier to distribute and deploy. 

Because of the new normal, many UCaaS vendors are willing to spin up temporary instances so that organizations can mitigate the next 90 days. 

Be sure to read our blog on Thursday, “UCaaS Free Offers,” to learn which vendors are giving free trials of their services.

To ensure critical communication with customers and employees, you must decide whether to move to on-premise remote functionality or UCaaS.

The real question is, how easily and cost-effectively can your current system enable you to deploy remote workers?  If the answer is within your current budget and with your existing resources, you can maintain mission-critical business practices; then your on-premise system will suffice.  If your employees, and most importantly, your customers suffer because of the inability to communicate within your current platform, UCaaS is the option for your business.