Case Study

Selecting a UCaaS Platform Aligned to How the Business Operates

Executive Summary

  • Sourcing-led engagement selecting a UCaaS platform based on business fit and execution readiness
  • Discovery-first process grounded requirements in real usage and operational constraints
  • Vendors evaluated beyond features and pricing to assess migration and adoption risk
  • Decision documentation aligned IT, Finance, and Procurement
  • Engagement reduced the risk of failed adoption and costly re-migration


The Challenge

The organization’s voice and collaboration environment had become fragmented and increasingly difficult to support. Multiple platforms were in use across locations, user experiences were inconsistent, and legacy systems limited flexibility for remote and hybrid work.

Leadership recognized the need to move to a unified UCaaS platform. However, prior sourcing efforts had focused primarily on pricing and feature comparisons. Those approaches resulted in solutions that were difficult to implement, poorly adopted, or misaligned with operational realities. The organization needed to select a UCaaS platform aligned to how the business actually operated, not simply what appeared most attractive on a rate card.

The DBC UCaaS Sourcing Approach

Dev-Byrne & Company led a discovery-first UCaaS sourcing engagement designed to prioritize decision quality and execution certainty. DBC’s role was to align UCaaS selection with business objectives, operational constraints, and long-term scalability before engaging vendors.

Discovery and Business Alignment

DBC worked with IT, Finance, and business stakeholders to define:

  • User personas and real-world calling patterns
  • Collaboration, mobility, and hybrid work requirements
  • Integration needs with existing enterprise systems
  • Support, reliability, and adoption expectations
 

This ensured platform requirements were grounded in actual usage and operational needs rather than generic feature lists.

UCaaS Vendor Evaluation

DBC structured and managed a UCaaS sourcing process that evaluated vendors based on:

  • Platform architecture and scalability
  • Migration complexity from legacy voice systems
  • Administrative and support model fit
  • Licensing structure and flexibility
  • Total cost of ownership over the contract term
 

Rather than defaulting to the lowest-cost proposal, the organization selected a UCaaS platform that balanced cost, usability, and operational fit.

Execution Awareness

Throughout the sourcing process, DBC assessed execution realities, including:

  • Number porting requirements and realistic timelines
  • Coexistence strategies during migration
  • Change management and user adoption risk
  • Downstream impacts on billing, inventory, and lifecycle governance
 

This reduced the risk of disruption, rework, and failed adoption during implementation.

The Outcome

  • UCaaS platform selected based on business fit and execution readiness
  • Reduced risk of failed adoption and costly re-migration
  • Clear documentation of decision rationale and tradeoffs
  • Improved alignment between IT, Finance, and Procurement
  • Increased confidence that the selected platform would scale with the organization
 

While commercial terms were optimized, the primary value delivered was selecting a solution that could be implemented successfully and supported long term.

What Changed

UCaaS sourcing shifted from a price-driven comparison to a strategic decision process. Stakeholders aligned earlier, execution risks were surfaced before contracts were signed, and the organization avoided selecting a platform that would have required workarounds or premature replacement.

Why It Worked

  • Discovery-first, audit-informed sourcing methodology
  • Business-aligned requirements definition
  • UCaaS evaluation beyond features and pricing
  • Execution-aware decision-making that reduced migration risk
 

DBC ensured the UCaaS decision aligned with both business objectives and operational reality.

Client Snapshot

Industry: Enterprise

Organization Type: Multi-location corporate organization

Footprint: Headquarters with regional offices

Technology Environment: Legacy voice systems, Conferencing platforms, Collaboration tools

Engagement Type: Technology Sourcing (UCaaS)

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Considering Your Approach

Organizations managing complex technology environments often benefit from a disciplined review of inventory accuracy, contract alignment, execution ownership, and sourcing decisions. A structured discussion can help determine whether audit, consulting, or sourcing support is appropriate for your environment. 

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