The world of manufacturing is evolving fast. From connected machines to mobile field service, the expectation for seamless, secure, and flexible communication has never been higher. Yet many manufacturers are still operating with outdated voice systems, siloed conferencing tools, and a patchwork of legacy hardware. That’s where Unified Communications as a Service (UCaaS) steps in.
At its core, UCaaS is about giving manufacturers the modern communication foundation they need to work smarter, not harder. Whether it’s consolidating call platforms or simplifying remote collaboration, UCaaS helps IT leaders streamline infrastructure and empower users across every function.
It’s Not Just for the Office
In manufacturing, UCaaS isn’t just a back-office solution. While most plant floors aren’t wired for headsets and hotdesks, the rest of the enterprise—from logistics and engineering to procurement and sales—relies on dependable, connected tools to get things done.
That’s why many manufacturers are shifting to modern UCaaS environments, where calls, meetings, and messaging flow through one unified interface, accessible from any device, anywhere.
And as companies face pressure to do more with less, consolidating voice, video, and collaboration tools into a single platform is becoming a strategic move. It’s not just about cost savings—it’s about creating a more agile and secure infrastructure.
Ready for the Modern Meeting Room
Across manufacturing, IT teams are racing to modernize outdated meeting rooms. The goal? Walk in, push a button, and start collaborating—no adapters, no delays, and no IT tickets.
UCaaS plays a key role in enabling that experience. By aligning cloud-based communication tools with integrated AV setups, companies can make hybrid collaboration effortless, whether they’re meeting with suppliers, customers, or colleagues.
But Is the Infrastructure Ready?
Before UCaaS can deliver its full potential, the supporting infrastructure must be in place, including:
- Up-to-date conference room hardware
- Endpoints and mobile devices that support the preferred platforms
- Security protocols for encrypted communication
- Integration pathways with Microsoft 365, Webex, or other enterprise tools
Manufacturers that have grown through M&A or operate across multiple sites often find that UCaaS also helps unify fragmented environments—reducing complexity, eliminating redundancies, and setting the stage for future innovation.
Elevating Customer Experience with AI and UCaaS
The next evolution of UCaaS is already here—and it’s being powered by artificial intelligence. For manufacturers with customer-facing teams, support centers, or distributor networks, AI-enabled UCaaS platforms are opening the door to dramatically improved customer experience.
UCaaS platforms can now include intelligent call routing, real-time sentiment analysis, and AI-driven recommendations that assist human agents during live calls. In more advanced deployments, agentic AI can even handle full conversations autonomously reducing wait times and improving service consistency without sacrificing quality.
For manufacturers, this means more efficient support, better visibility into customer needs, and the ability to scale interactions without scaling headcount.
A Few UCaaS Solutions in the Field
Connection works with a wide range of UCaaS providers to match each manufacturer’s technical requirements, compliance needs, and budget. A few examples, include:
- AudioCodes offers Microsoft-certified voice solutions that integrate natively with Teams, supporting secure communication in highly regulated sectors like defense manufacturing.
- Cisco Webex remains a trusted UCaaS platform for organizations prioritizing robust voice, video, and contact center features, especially those already invested in Cisco networking gear.
- 8×8 provides a flexible, scalable platform that blends UCaaS with CCaaS (Contact Center as a Service), ideal for distributed teams and customer-facing departments needing advanced analytics and uptime guarantees.
Whether the goal is tighter integration, AI-powered customer experience, or scalable conferencing, UCaaS is more adaptable—and powerful—than ever.
Compliance Matters—Especially for Government Contractors
For commercial manufacturers, standard UCaaS platforms offer strong encryption and meet most enterprise needs. But for organizations handling controlled unclassified information (CUI) or delivering to the U.S. government, additional scrutiny is required.
In those cases, Connection helps evaluate UCaaS options that support platforms like Microsoft GCC High or meet compliance frameworks like NIST and CMMC—ensuring communication stays both seamless and secure.
The End Goal: Simplicity, Security, and Flexibility
Ultimately, UCaaS is about creating a unified experience—one that empowers employees, simplifies IT management, and delivers measurable value.
It’s not flashy. It’s foundational.
And when done right, UCaaS becomes a strategic enabler—not just a communication tool.
Why Connection
At Connection, we help manufacturing organizations modernize communication infrastructure with solutions that align to their business goals, not just a single vendor. Our partnerships span trusted providers like AudioCodes, Cisco, 8×8, Kore.ai, and Microsoft, allowing us to tailor UCaaS strategies that fit your specific workforce, compliance, and customer experience needs.
If you’re ready to consolidate your communications environment and support your workforce wherever they are, engage our manufacturing practice to help you take the first step—with the right partner and platform to match.
Ryan Spurr
Ryan Spurr is the Director of Manufacturing Strategy and a Helix AI Advisory Director with 25 years of experience in manufacturing, information technology, and portfolio leadership. He leads Connection's Manufacturing practice, go-to-market strategy, client engagement, and advisory services focusing on artificial intelligence, information technology, and operational technology that make manufacturers more digitally excellent.
