Best Unified Communications Systems & Solutions

What is Unified Communications?

Unified Communications (UC) is software that combines a comprehensive set of communication channels and collaboration tools into a single interface and platform. UC integrates voice calling, video conferencing, business SMS messaging, instant messaging, live chat, voicemail, file sharing, virtual whiteboards, analytics, CRM, ticketing, and more.

Unified communications systems allow users to seamlessly switch between multiple devices and communication channels within one session, leading to streamlined workflow and increased productivity.

In addition to including many modes of communication, it’s also common for Unified Communications systems to allow API integrations that allow for interoperability with other popular tools. For instance, a specific Unified Communications solution might let you incorporate activity from Microsoft Teams, Zendesk, or G Suite.

 

 

 

 

Unified Communications Essential Features

Below, we’ll cover the most important communication channels and additional Unified Communications features to look for.

 

• VoIP Audio Calling – Because UC users make phone calls over the Internet, VoIP phone systems provide unlimited local and long-distance calls and reduced rates for international calls. By switching from traditional phone systems to VoIP, companies can reduce monthly telecom bills by more than half.
• Web Conferencing – Face-to-face video meetings are among the most important communication channels. Blended teams can communicate and collaborate in real-time, switch between devices during video calls, schedule meetings ahead of time, or start ad hoc meetings from the instant messaging interface.
• Unified Cross-platform Messaging – Unified Messaging allows real-time communication across several messaging platforms, including chat messaging, SMS text messaging, social media messaging, and MMS messaging. Messages are synched and stored within one Unified Communications platform. Conversations can seamlessly transition from one messaging channel to another.
• Team Collaboration Tools – Built-in collaboration tools like real-time team chat messaging, live file editing, and version control prevent miscommunications and let users send/receive quick answers and updates without needing constant emails. Digital whiteboards let users collaborate on ideas and concepts and help to keep track of key points in meetings, while screen-sharing tools ensure everyone is on the same page through more hands-on communication.
• Virtual Faxing – Unified Communications systems also offer virtual faxing, where users send/receive electronic faxes via email instead of fax machines.
• Integrations – Unified Communications integrates within preferred CRM software (like Salesforce) or project management and collaboration apps (Microsoft Teams, Avaya, etc.) into one interface without switching from one application to another. Though some unified communication tools have basic CRM and project management features, their goal is not to replace your current third-party business software but to integrate with solutions you may already be using.

 

Unified Communications Benefits

Here are some benefits of switching to a UC system:

• Greater flexibility during rapid growth or downsizing
• Access to advanced features and capabilities
• Supplements in-house IT/telecom staff
• In-house IT/telecom staff can be re-assigned to more strategic tasks
• Easy integration of multi-vendor products and solutions
• Supports a dispersed workforce

Aside from the convenience of accessing all modes of communication within a single app, the biggest benefits of Unified Communications are its incredible cost and time savings.

According to research from Cisco and Nemertes, UC systems save the average company:

• 30-50 minutes daily per employee
• 5 hours per week on phone system IT support
• 40 minutes of employee travel time per day
• $1,727/month on a cell phone and long-distance charges
• $1,700 monthly savings in employee travel costs
• 27% on meeting times
• 24.3% on IT spending

Additional benefits of Unified Communications include:

• Faster support resolution time
• A better overall quality of customer service
• Allows for mobile and remote work
• Communicating with customers on their preferred channels
• Ability to seamlessly switch between communication channels
• Improved internal communication which mitigates time-consuming miscommunications
• A higher level of team collaboration increases productivity
• Fewer administrative headaches as all communication needs are taken care of by one provider
• Improved accountability in the workplace
• Valuable insights and analytics into customer and employee behavior
• Scalable communication APIs

 

Unified Communications and Collaboration

While Unified Communications and Collaboration go hand in hand, there is a distinction between the two solutions. Unified Communications strongly focuses on providing multiple business communications channels with audio, video conferencing, and instant messaging.

On the other hand, collaboration is about enabling teams to work together effectively on a single goal. These collaboration tools will generally include communication features. Collaboration tools will generally include some of the following:

• Instant messaging
• Project / Task assignment
• File sharing and editing
• Screen sharing
• Virtual whiteboards

So, as you can see, there is a large overlap between Unified Communications and a Collaboration platform.

The two concepts differ slightly but are generally combined under the same umbrella of UCC.

 

How to Get Started with Unified Communications

The first step to the entire process is understanding what you currently have.

Take the time to profile your entire existing communications setup and some basic information about your internal and external forms of communication.

From here, you can begin to shape an idea of how your business is currently operating and the logistical needs.

Generally, you want to make a note of the following:

• Current and future locations
• The number of end-users in total and at each location
• Existing provider contracts and agreements for both equipment and service
• Existing hardware and equipment – desk phones, mobile phones, network architecture like modems, routers, switches
• Inventory and understand your existing LAN or WAN networks, and network security, including any firewalls
• Current network traffic and utilization levels – an important step to help understand if your business must upgrade their network or prevent any common hosted PBX implementation issues
• Any existing collaboration tools used by current teams – email, video conferencing services, chat apps

 

What to Look For in a Unified Communications System

There are several equally important ways to evaluate Unified Communications platforms.

Cloud-UC means that the service provider hosts your services within their data centers. Your provider should offer a minimum guaranteed uptime of 99.99%.

Ask how the company maintains that uptime, how they notify users in case of a problem, and the average response and resolution time to system problems.

Look at what types of maintenance and repairs the company is responsible for in your contract and which ones you’re expected to manage and pay for on your own.

Finally, make sure the platform integrates with your most essential business software.

Remember, a Unified Communications system isn’t necessarily meant to replace all your existing third-party applications — and your team members may feel more comfortable still working on platforms they know how to use.

Additional signs of a superior UCaaS system include:

• Interoperability with current or compatible hardware (headsets, desk phones, etc.)
• Installation process
• Available add-on features
• User training
• Compatible and complete mobile app
• Positive user experience
• User-friendly interface
• 24/7 customer service and support
• Phased migration from your existing system to the new provider platform
• Ease of use
• SLA and Security Compliance (PCI, HIPAA, GDPR, etc.)
• Service configurations

 

Unified Communications Use Cases by Industry

Let’s look at some more specific Unified Communications use cases by industry or business.

 

Healthcare

Within the healthcare industry, UC is used to:

• Offer HIPAA-compliant telemedicine and telehealth services to patients
• Unite a patient’s entire care team
• Provide instant access to patient forms, medical history, etc.
• Access real-time patient data from IoT healthcare devices (heart monitors, etc.)

Retail and eCommerce

Unified Communications in the retail and eCommerce worlds:

• Lets customers place, pay for and pick up orders via SMS text messaging, or other channels
• Allows for customer self-service or personalized customer service through IVR phone systems
• It lets customers track the live location and shipping status of orders
• Lets in-person and online salespeople check current stock or use knowledge bases/wikis to provide additional information to customers.

Manufacturing

In the manufacturing industry, cloud-based UC services help to:

• Improve the supply chain management process by allowing vendors, suppliers, distributors, etc. to communicate with each other
• Alert entire teams/departments in case of a mechanical failure, shipment delay, etc.
• Get production and shipment updates
• Work with teams to improve business processes and the product development process

Education

Within the education sector, Unified Communications is used to:

• Instantly message the entire campus in the event of an emergency
• Connect faculty and departments to coordinate events, discuss student progress, develop curriculum, etc.
• Update students about assignments, grades, class schedules, syllabi, etc.
• Offer students a complete virtual classroom experience

Home Services Providers

With home services providers like pest control experts, landscapers, plumbers, or electricians, UC systems can:

• Let customers book, reschedule, cancel, or receive notifications for upcoming appointments
• Simplify the technician scheduling process to ensure certain techs aren’t overwhelmed while others are underused
• Provide a direct line of communication between the technician and homeowner without compromising phone number privacy
• Send customer surveys and collect responses/feedback

 

Is Unified Communications Right for Your Business?

Of course, we can’t exactly answer this question for you. Adopting UC services is not light and will require extra homework. Before jumping into the investment, your business should take a long, hard look at how your team and reps currently communicate, the cost associated with existing solutions, and the potential benefits a new solution might bring.

Just because UC tools are the latest trend, and these solutions seem compelling, doesn’t mean that your business may need such a transformation, and you might suffice with a more basic business VoIP solution or Hosted PBX system.

Generally, UCaaS is a good fit for just about any business. We recommend Unified Communications solutions over legacy communication tools because of everything these platforms will bring. However, jumping into a new solution without the right education could end up a recipe for disaster.

The last thing you want to do is set out to improve business communications but end up with a messy, complicated system that no one wants to learn to use.

 

Unified Communications FAQs

Below, we’ve answered some of the most common FAQs about Unified Communications.