Best Unified Communications Systems & Solutions

What is Unified Communications?

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

Sometimes referred to as unified communications as a service (UCaaS), unified communications systems allow users to seamlessly switch between multiple devices and communication channels within one session, leading to streamlined workflow and increased productivity.

Unified Communications systems commonly support API integrations that allow for interoperability with other popular software tools like CRM systems, communication platforms, and contact center applications.

 

Types of Unified Communications Systems

There are two primary types of unified communications systems: cloud-based UC platforms and hardware on-premise UC systems.

 

Cloud-Based UC Systems

The more common type of unified communications system, cloud-based unified communications as a service (UCaaS) platforms are hosted remotely by a VoIP service provider who handles the servers and maintenance for your UC application.

With a unified communications system, such as offered by RingCentral or Dialpad, users access multichannel and collaboration capabilities within a web-based application. This UC app–typically available on desktop, browser, or mobile–provides a comprehensive interface and dashboard to make calls, send messages, and join video meetings. The app interface supports agents and administrators, who can monitor the call center via real-time queue reports and analytics.

Most providers charge cloud-based UC services via monthly subscription, with multiple pricing tiers featuring varying capabilities that provide flexibility for users.

 

On-Premise UC Systems

With on-premise unified communications systems, the company houses and manages all its UC equipment onsite–like servers, SIP trunks, and landline cables. The most common example of an on-premise UC is a SIP trunking system, which enables VoIP calling by connecting the internet and a PSTN landline connection via a session border controller (SBC).

Typically, maintaining this onsite hardware requires dedicated IT staff, who are responsible for updates and adding new features when needed. Some companies prefer on-premise UC over cloud-hosted if they have already invested in the necessary hardware. Further, on-premise UC allows companies to own their communications hardware, paying per usage rather than the monthly subscription for a cloud-hosted unified communication system.

The downside to on-premise UC is that the hardware is a hassle to maintain. Adding new features can be difficult, and these systems typically lack most of the advanced collaborative features that cloud-hosted UC providers offer. On-premise UC still requires the company to pay landline and communications providers for phone and multichannel services, so it usually ends up being a more costly option than cloud-hosted.

 

Unified Communications Essential Features

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

 

VoIP Audio Calling

Voice over Internet Protocol (VoIP) phone systems allow unified communications users to make phone calls over the Internet, via computer, mobile device, or VoIP-capable hardware. By switching from traditional phone systems to VoIP, companies can reduce monthly telecom bills by more than half.

 

Video Conferencing

With face-to-face video meetings, UC teams can communicate live on multiple devices, collaborate with whiteboards and screen-sharing, schedule meetings ahead of time, or start ad hoc meetings from the instant messaging interface. Most UCaaS platforms support hundreds of live participants per meeting.

 

Messaging and Team Chat

Unified Messaging allows real-time chat messaging across several platforms, including in-app live chat, SMS and MMS text messaging, and social media messaging on integrated apps like Slack or WhatsApp. Users can create team-chat channels and send 1:1 messages from the app dashboard, syncing messages across integrated apps.

 

Team Collaboration Tools

In-app chat messaging and video conferencing include many built-in collaboration tools, like file sharing and storage, document co-editing, interactive whiteboards, and polls. These tools make UC an excellent option for blended or remote teams.

 

Analytics and Reporting

Unified Communications platforms include real-time and historical analytics and reports covering many aspects of your phone system. These KPIs and metrics provide insights into queue activity, agent performance, channel usage, customer details, call quality, and more. Some UC platforms enable you to create your own analytics dashboard, organizing various displays, charts, and graphs.

 

Multichannel Routing and Queueing

Unified Communications systems often include built-in call routing and queueing functionality, allowing companies to turn their unified communications platform into a business phone system or call center. Create IVR and IVA menus for customer self-service routing, implement intelligent routing systems like skills-based routing, and sort agents into ring groups to share call responsibility. Call queuing allows you to create hold queues that organize callers waiting to speak with occupied agents.

 

Automations and Self-Service

UC platforms bundle automations and customer self-service tools including interactive voice response (IVR) menus, virtual agents, and chatbots, which you can set up and customize using drag-and-drop conversation flow design tools. UC software also includes workflow automations, such as automatic call forwarding and supervisor alerts based on triggers like a long queue wait time.

 

Integrations

Unified Communications integrates with CRM software, project management systems, and collaboration apps inside the agent’s UC dashboard. Popular integrations include Google Workspace, Salesforce, HubSpot, Okta, and more. These integrations do not replace but rather complement pre-existing systems for enhanced functionality. For example, Salesforce CRM info enhances your UC contact list, so agents can have fuller customer context on live VoIP calls.

 

Unified Communications Benefits

Here are some benefits of switching from onsite PBX or a phone-only system to a unified communications system:

• Scalability
• Advanced features, channels, and capabilities
• Reduced IT time
• Easy integration with popular applications
• Supports a dispersed workforce
• Global business presence
• Cost savings
• Improved Communication and Collaboration
• Better Customer Service

 

Scalability

Unified Communications software makes it easy to expand or downsize your business communications platform as needed, even on short notice.

Unlike hardware PBX systems which can be a hassle, UCaaS providers manage your business communications in the cloud via a monthly subscription that includes all your channels and features. Companies can add and remove users in minutes, who are then instantly able to make calls and send messages.

 

Advanced Features, Channels, and Capabilities

Compared to a landline or virtual phone system with voice only, unified communications platforms offer an expansive variety of advanced features, tools, and communication channels.

Within one dashboard, UC agents can message teammates, manage calls and voicemails, access customer profiles, join and create video meetings, and manage call queues. Supervisors can monitor queues and agent performance, check analytics, set workflow automations, and more.

 

Reduced IT Time

Compared to an onsite phone system, a cloud-based unified communications system spares hundreds of hours of IT time. Rather than setting up on-premise servers, IT staff can spend their time elsewhere–managing computers, VoIP hardware, routers, and other business needs.

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.

 

Easy Integration with Popular Applications

Unlike landline phone systems, Unified Communications solutions integrate with third-party software applications, allowing multi-app functionality through a single dashboard. UC systems like RingCentral, Zoom, and Dialpad integrate with hundreds of third-party apps spanning CRM, eCommerce, security, and contact centers.

Integrated functionality enables users to take action across multiple apps at once, via an integrated interface or automated triggers. For example, you can automatically import all CRM data into your UCaaS system for comprehensive customer profiles.

 

Supports a Dispersed Workforce

Unified communications systems support a remote and blended workforce, even one spread across the globe, via flexible DID numbers and internal collaboration tools.

Flexible DID numbers enable business users to utilize virtual phone numbers from around the globe, no matter where the user is located. This means that team members anywhere in the world can operate from a singular area code, presenting a unified presence to customers.

Remote and blended teammates can also communicate closely via collaboration tools–like internal team messaging, video meetings with screen sharing, and whiteboards.

 

Global Business Presence

UC providers offer international calling and flexible business phone numbers from area codes around the world. Companies can use these cloud-based numbers to establish a local presence in new countries, reaching new customers.

 

Cost Savings

Compared to traditional phone systems, unified communications systems save money in multiple ways: minimal hardware requirements, no wasted phone lines, and dozens of advanced features and channels built into one monthly subscription per user.

According to research from Cisco and Nemertes, UC systems save the following costs for 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

 

Improved Communication and Collaboration

Unified communications services improve team collaboration and customer communication by offering multiple communication channels and real-time features that promote teamwork.

While regular phone systems only offer voice, unified communications apps facilitate instant messages, threads, file sharing–and document co-editing. Video meetings enable more personal discussion through face-to-face interactions and provide dynamic tools like whiteboards and breakout rooms, which promote interactive presentations and engage participants more than conference calls.

 

Better Customer Service

Unified communications systems improve customer service in multiple ways: providing greater channel flexibility, routing customers to the right agents, and enabling agents to provide more personalized service.

With multiple UC channels, customers can contact you via their preferred channel–phone, SMS, or web chat–and agents can initiate video calls to share screens when necessary. Skills-based routing leads to faster first-call resolution and handle time, while CRM integrations and in-depth profiles give agents full context about a customer’s journey. This means that customers avoid repeating themselves and get queries resolved faster, improving their experience.

 

Additional benefits of Unified Communications include:

• Faster support resolution time
• Allows mobile work
• Provides customer choice in communication channel
• 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 managed by one provider
• Improved accountability in the workplace
• Valuable insights and analytics into customer and employee behavior
• Scalable communication APIs

 

Costs of Unified Communications Systems

Since each unified communications provider offers multiple pricing tiers with a distinct variety of features and communication channels, the cost of a UC system varies according to the provider and plan you choose.

In general, however, UC systems cost between $15 and $35 monthly per user. Nearly all UC providers offer cloud-hosted platforms charged by the month.

Providers usually offer two or three pricing tiers, each adding a suite of features, channels, and calling-area coverage.

 

Basic Tier

A UC provider’s basic tier is their lowest-priced plan, which typically includes only the essential VoIP features and limited collaboration tools.

The lowest tier will usually include VoIP calling within the US and Canada, auto attendants, ring groups, call logs, SMS, and team chat. Sometimes providers include video meetings in their basic plan, with limited participant capacity. At $15-$20 on average, this plan often makes a good fit for small companies or those who want voice only.

 

Standard Tier

A middle-tiered plan is often the best value, as this level usually includes all the core communication channels: voice, SMS, team chat, and video meetings supporting up to 200 participants.

The Standard tier often adds advanced analytics, call queuing options, call center monitoring like whisper and barge, and automatic call recording. If the provider offers unlimited calling to countries outside the US and Canada, this tier usually includes expanded coverage. At $20-$30 on average, this plan offers great value for companies that want the full functionality of a unified communications system.

 

Advanced Tier

The highest-tiered pricing plan includes the provider’s full suite of advanced tools: AI support, maximum video capacity, high-security features, and unlimited file storage. Averaging $30-$40 monthly per user, this plan makes the most sense for Enterprise companies whose users store a tremendous number of files in the UC system.

 

Unified Communications vs Collaboration

While Unified Communications and Collaboration platforms complement each other and share some common features, there is a distinction between the two solutions.

Unified Communications focuses on providing multiple communication channels like audio, video conferencing, and instant messaging, while collaboration platforms intend to help teammates work together to achieve business goals.

Collaboration tools, such as monday.com and Asana, generally include some communication features: 

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

While Unified Communications and Collaboration products are distinct, they are combined in some platforms–like RingCentral MVP and Microsoft Teams–under the umbrella of Unified Communications and Collaboration (UCC).

 

How to Get Started with Unified Communications

Here are the 5 general steps to transition to Unified Communications:

1. Take inventory of your Current Communication Setup
2. Determine user pain points and needs
3. Compare unified communications providers
4. Select a plan
5. Add users and phone numbers

 

Step 1: Take Inventory of your Current Communication Setup

Note the communication channels you currently use, the contracts associated with each service, and the number of employee users you have at each location. Consider your router’s bandwidth, the number of inbound calls you receive daily, and your customer communication preferences. Note key call-traffic metrics, like average customer wait time and average handle time.

Also consider the communication apps you already use, such as CRM software, collaboration platform, databases, and other cloud-based tools.

 

Step 2: Determine User Pain Points and Needs

Consider which aspects of your employees’ experience are frustrating or inefficient. For example, users may have to manage four or five applications at a time. Call center agents may feel overwhelmed with long queue wait times. If calls often reach the incorrect agent, users may spend too much time forwarding or transferring calls to teammates.

 

Step 3: Compare Unified Communications Providers

Compare UC providers–such as those we’ve ranked above–to determine which one offers the channels, features, and pricing plans that fit your needs.

Some unified communication providers–like OpenPhone–don’t offer video but offer unique collaboration tools. Some providers support hundreds of participants during video meetings that can last up to 24 hours, while some providers cap video meetings at 10 participants or 45 minutes.

 

Step 4: Select a Plan

Each unified communication provider typically offers three or four pricing tiers–each tier featuring a wider suite of features and channels. Take a look at your desired provider’s tiers, to determine which channel offerings provide your company with the best value.

Many providers offer phone-only options at their lowest tier, with basic phone features like IVR and queueing.

 

Step 5: Add Users and Phone Numbers

Once you’ve selected a plan, you can pay the first month’s subscription for your users and get started, logging into the app in minutes. To make calls, each user needs an assigned phone number.

The administrator can port in pre-existing phone numbers or purchase virtual business numbers from your provider. Once the administrator assigns phone numbers to users, they can begin calling immediately, from the provider’s desktop, browser, or mobile app.

 

How to Choose a Unified Communications System

There are several important factors to evaluating Unified Communications solutions.

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.

Examine the UC provider’s contract, noting what types of maintenance and repairs the company is responsible for, 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.

Additional signs of a superior Unified Communications system:

• 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

Here are some of the various industries that benefit from Unified Communications software:

 

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
• Helps 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?

Adopting UC services is an important decision that requires careful evaluation of your current setup and needs. 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.

Generally, Unified Communications 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.

If you decide that your business may not need a full-on UC platform, you might consider a more basic business VoIP solution or hosted PBX system.

 

Unified Communications FAQs

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