Top UCaaS Challenges in 2025 (And How to Overcome Them) 

By Sam Nelson, VP of CX, Telarus

Unified Communications as a Service (UCaaS) adoption is accelerating across all industries. The latest research from Metrigy reveals that 90% of organizations now use UCaaS as their primary phone system or with an existing on-premises platform. And the majority (56%) of businesses plan to spend more on UCaaS in 2025. 

Yet as businesses continue to embrace UCaaS to power collaboration, many companies are encountering obstacles along the way—like complex hybrid work environments, evolving cybersecurity threats, and connectivity gaps. 

Technology advisors are well-positioned to help companies navigate these hurdles and optimize their UCaaS investments. Let’s take a closer look at the top UCaaS challenges businesses face in 2025, and some actionable strategies to overcome them. 

Challenge #1: Adapting to Hybrid and Flexible Work Environments 

Research by Stanford economist Nicholas Bloom indicates that the number of days spent working from home has settled at about five times the pre-pandemic level, with people currently teleworking about a quarter of their workdays. While hybrid work has become the norm, many businesses are struggling to provide seamless communication and collaboration tools that meet the needs of both in-office and remote employees. Disparities in connectivity, tool adoption, and user experience can lead to inefficiencies and frustration. 

Solutions: 

• Invest in mobile-first UCaaS: Ensure the UCaaS platform offers robust mobile capabilities to support employees working from anywhere.
• Focus on integration: Use platforms that integrate with existing tools like Microsoft Teams or Slack, as well as project management systems such as Asana and Trello to streamline workflows.
• Prioritize user training: Equip employees with training on how to effectively use UCaaS tools to minimize friction.

Challenge #2: Managing Rising Cybersecurity Threats 

The World Economic Forum’s Global Cybersecurity Outlook 2025 report revealed that 72% of organizations have experienced an increase in cyber risks, with 42% reporting a rise in phishing and social engineering attacks. UCaaS platforms are increasingly becoming a target for cyberattacks, since they often handle sensitive business communications. Data breaches, eavesdropping, and ransomware attacks are critical risks. 

 Solutions: 

• Implement end-to-end encryption: Ensure the UCaaS provider offers robust encryption for all communications. 
• Adopt zero trust security models: Regularly authenticate and authorize users to limit unauthorized access. 
• Implement continuous monitoring and updates: Routinely audit the UCaaS platform and apply security patches to address vulnerabilities. 

Challenge #3: Ensuring High-Quality Connections and Performance 

With more businesses relying on UCaaS for critical operations, consistent performance is non-negotiable. Poor call quality, dropped connections, and latency issues can hinder productivity, and reduce user satisfaction. To illustrate, imagine sitting in a virtual meeting with someone who takes several seconds to respond to a question. This delay can make collaboration difficult, especially in fast-paced discussions where immediate feedback is crucial. It can also cause participants to unintentionally talk over each other, leading to misunderstandings and inefficiencies. 

Solutions: 

• Leverage SD-WAN: Optimize network performance by prioritizing UCaaS traffic with software-defined wide-area networking. 
• Partner with reliable providers: Choose a UCaaS provider with proven performance metrics and global reach. 
• Conduct regular network assessments: Test bandwidth and connectivity to identify bottlenecks and address them proactively. 

Challenge #4: Scaling UCaaS Solutions with Business Growth 

As organizations expand, scaling UCaaS solutions to accommodate more users, locations, and data can present significant challenges. A report by Tangoe found that only 39% of IT decision-makers felt their UCaaS investments fully delivered on anticipated benefits, such as cost savings and ease of management, indicating potential scalability issues. 

Solutions: 

• Choose cloud-native platforms: Select scalable, cloud-native UCaaS solutions that grow with business needs. 
• Utilize pay-as-you-go pricing models: Opt for flexible pricing models that allow businesses to pay for only what they require. 
• Plan for scalability during implementation: Design UCaaS infrastructure with future growth in mind, ensuring it can handle increased demand.

Challenge #5: Driving User Adoption and Engagement 

Even the most advanced UCaaS tools can fail if employees resist adoption or don’t use them effectively. A 2023 survey revealed that 53% of respondents reported using six or more communication applications, highlighting the complexity employees face in navigating multiple tools. This is particularly common in organizations with diverse teams and workflows. 

Solutions: 

• Involve employees early: Engage users during the selection and implementation phases to ensure the tools meet their needs. 
• Provide ongoing support: Offer 24/7 technical support and a knowledge base to help users troubleshoot issues. 
• Monitor usage analytics: Use UCaaS analytics to identify usage gaps and address them with targeted training and support. 

Challenge #6: Balancing Cost and ROI 

According to Metrigy, the majority (40.3%) of businesses cited cost savings as the leading adoption driver for UCaaS—ahead of better WFH support, more features, and scalability. However, investments can be expensive, and businesses often face challenges justifying costs if they don’t see immediate returns.  

Solutions: 

• Set clear ROI metrics: Define key performance indicators (KPIs) such as improved productivity, reduced travel costs, and enhanced customer satisfaction. 
• Optimize usage: Regularly review and adjust UCaaS subscriptions to eliminate unnecessary features or licenses. 
• Leverage analytics: Use insights from UCaaS analytics to track performance and refine strategies for maximum ROI. 

Embracing the Future of UCaaS 

Despite these challenges, UCaaS offers numerous potential advantages, including stronger collaboration, faster decision-making, and ongoing cost savings. Through proactive planning and deploying the right tools and management strategies, technology advisors can help organizations unlock the full potential of UCaaS and stay ahead of the curve. 

Here’s the good news: You don’t have to go it alone when advising customers about UCaaS optimization. Telarus specializes in helping technology advisors understand complex communications needs, architect efficient UCaaS environments, and implement the right solutions.  

Ready to help customers tackle their UCaaS challenges? Reach out to your Partner Development Manager to learn Telarus’ unique approach and recommended actions. 

For more on what’s hot in CX, be sure to tune in to my video series, “Sam’s Minute Snippets!”