Guide For Reselling UCaaS Platforms

The unified communications as-a-service (UCaaS) market has seen rapid growth over the past few years, driven by the increasing need for flexible, scalable communication solutions in a world where remote and hybrid work environments have become the norm. For businesses looking to tap into this growing market, becoming a UCaaS reseller presents a significant opportunity.

By offering UCaaS solutions, resellers can provide their clients with essential communication tools while building a steady stream of recurring revenue. This guide will walk you through the essentials of reselling UCaaS platforms, from understanding the landscape to choosing the right platform and implementing strategies for success.

Quick Takeaways:

• UCaaS reselling offers a profitable business opportunity by providing essential communication tools and generating recurring revenue in a rapidly growing market.
• Choosing the right UCaaS provider is crucial, with factors like reliability, customization and integration, security, and scalability being key considerations.
• Building expertise, developing a strong sales and marketing strategy, and providing exceptional customer support are critical strategies for success as a UCaaS reseller.
• Establishing strong partnerships with UCaaS providers and differentiating your offerings through personalized service can help resellers stand out in a competitive market.
• Ensuring ongoing revenue growth with UCaaS requires steps like actively managing customer expectations, expanding portfolios, and upselling services to deepen customer relationships.

What is UCaaS?

By definition, unified communications as-a-service (UCaaS) is a cloud-based platform that combines various business communication tools—such as voice, video conferencing, messaging, and collaboration software—into a single, integrated solution.

UCaaS enables businesses to streamline their internal and external communications, reduce costs associated with maintaining on-premises infrastructure, and scale their services as needed. The flexibility and scalability of UCaaS make it appealing to businesses of all sizes, from SMBs to large enterprises.

The rise of remote and hybrid work environments during and after the pandemic has also made UCaaS a timely investment. With teams operating in different locations and businesses operating with decentralized models, UCaaS has become not only a nice-to-have capability but one that’s required for most companies to keep things running smoothly.

What is a UCaaS Reseller?

A UCaaS reseller acts as an intermediary between UCaaS providers and end customers. Resellers partner with a UCaaS provider to offer the provider’s platform to their own clients, often under the reseller’s brand. This business model allows resellers to add value through their own personalized service, support, and customization, while the UCaaS provider manages the backend infrastructure and updates.

There are many different kinds of companies that resell UCaaS solutions—managed service providers, IT consultants, value-added resellers (VARs), telecommunications companies, cloud providers, digital marketing agencies, and more. In all cases (albeit in different ways aligned with each company’s business model and value proposition), UCaaS adds revenue opportunities and helps enhance user experiences for higher customer satisfaction.

Reselling UCaaS is an attractive business opportunity for many reasons:

• Subscription-based recurring revenue: Reselling UCaaS provides a steady, predictable income stream through subscription-based services, with customers paying on a regular basis.
• Long-term customer relationships: UCaaS resellers can build lasting relationships with clients by providing essential, ongoing communication solutions that adapt to their evolving needs.
• Market differentiation: Offering UCaaS allows resellers to stand out in crowded markets by providing a comprehensive, modern solution that meets modern business demands.
• Product/service expansion: Reselling UCaaS enables businesses to diversify their offerings, bundling communication solutions with other services to create more value for customers.
• Back-end support from UCaaS provider: Resellers benefit from robust support and resources from the UCaaS provider, including technical assistance, training, and marketing materials.

Perhaps most compellingly, the UCaaS presents significant growth and revenue opportunities for resellers as the market is expected to more than triple in size between now and 2032.

Key Considerations for Choosing a UCaaS Platform to Resell

Vet Potential Providers

Choosing the right UCaaS provider is crucial to the success of your reselling business. Not all providers are created equal, so it’s important to carefully evaluate your options. Start by considering the provider’s reputation and track record in the industry. Look for a provider with a strong history of reliability, as downtime or service interruptions can severely impact your customers’ operations and, by extension, your reputation.

Look for Customization and Integration Capabilities

Customization is key to meeting the specific needs of your clients. A good UCaaS platform should allow for easy customization of features and settings, enabling you to tailor the service to each customer’s unique requirements. This could include configuring call flows, setting up customized user interfaces, or integrating the platform with the client’s existing software tools.

Integration capabilities are equally important. The UCaaS platform you choose should seamlessly integrate with commonly used business applications—CRM systems, ERP software, email platforms, and more. This ensures that the UCaaS solution enhances, rather than disrupts, your existing workflows, making it easier for customers to adopt and use the new system.

Prioritize Security and Compliance

Security is a top concern for any business, especially when it comes to communication systems that handle sensitive data. When choosing a UCaaS provider, ensure that they offer robust security measures, including encryption, multi-factor authentication, and regular security updates.

The provider should also be compliant with relevant industry standards and regulations, such as GDPR, HIPAA, or PCI-DSS (among others), depending on your target market.

Seek Scalability and Flexibility

As your customers’ businesses grow, their communication needs will evolve. It’s important to choose a UCaaS platform that can scale with them, offering flexible options for adding new users, features, or capabilities as needed. Look for providers that offer scalable solutions with transparent pricing models that can accommodate growth without unexpected costs or disruptions.

Strategies for Success as a UCaaS Reseller

Build Expertise and Credibility

To succeed as a UCaaS reseller, it’s essential to build a strong foundation of expertise and credibility. This starts with gaining a deep understanding of the UCaaS market, the technology behind it, and the specific needs of your target customers. Invest in training and certifications offered by your UCaaS provider to grow your knowledge and position yourself as a trusted advisor to your clients.

Staying up-to-date with industry trends and developments is also crucial. Attend industry events, webinars, and conferences, and regularly engage with industry publications to ensure that you’re always informed about the latest advancements and best practices in UCaaS.

Develop a Strong Sales and Marketing Strategy

A well-crafted sales and marketing strategy is key to attracting and retaining customers. Start by identifying your target markets and tailoring your messaging to address their unique pain points and business needs.

Digital marketing is an effective way to reach potential customers. Leverage content marketing, social media, and email campaigns to raise awareness of your UCaaS offerings and generate leads. Customer testimonials and case studies can be powerful tools for demonstrating the value of your services and building trust with prospects.

Provide Exceptional Customer Support

Customer support is a critical component of a successful UCaaS reselling business. Your customers will rely on you to provide timely and effective support, from the initial onboarding process to ongoing maintenance and troubleshooting. Establish a clear support structure, with well-defined processes for handling customer inquiries and resolving issues.

Consider offering additional services, such as training and consulting, to help your customers get the most out of their UCaaS platform. Regular check-ins and proactive communication can also go a long way in ensuring customer satisfaction and long-term loyalty.

Build Strong Partnerships

Your relationship with your UCaaS provider is vital to your success as a reseller. Choose a provider that offers strong support for resellers, including marketing materials, sales tools, and technical assistance. A provider that is invested in your success will be a valuable partner, helping you to grow your business and serve your customers effectively.

Addressing Competition

The UCaaS market is competitive, with many resellers vying for the same customers. To stand out, focus on differentiating your offerings through personalized service, unique value-added features, or superior customer support. Building a strong brand reputation and establishing yourself as an expert in the field can also help you attract and retain customers.

Managing Customer Expectations

Setting realistic expectations with your customers is crucial for maintaining strong relationships. Be transparent about what your UCaaS platform can and cannot do, and communicate clearly about deployment timelines and potential challenges. Regular updates and open communication will help you manage customer expectations proactively and build trust.

Conclusion

Reselling UCaaS platforms presents a significant opportunity for businesses looking to expand their offerings and tap into the growing demand for cloud-based communication solutions. By choosing the right UCaaS provider, building expertise, and implementing effective sales and support strategies, you can position yourself for success in this competitive market.

Take the time to evaluate your options, develop a strong business plan, and focus on delivering exceptional value to your customers. With the right approach, reselling UCaaS can be a profitable and rewarding business venture.

Learn more here about Intermedia’s industry-leading UCaaS solutions and partner programs, including UCaaS reselling.

Melinda Curtis

Melinda Curtis is a Director of Product Marketing at Intermedia, where she focuses on helping businesses improve employee productivity and enhance their customer experiences using Intermedia's award-winning cloud communications solutions. Melinda brings over 20 years of experience in telecommunications, having worked in B2C and B2B marketing, product management, and vendor management roles. In her free time, she loves to travel with her family.