This cloud-based platform combines business communication and collaboration systems into a single unified platform and user interface called Unified Communications as a Service (UCaaS).

Unified communications system allows users to connect with multiple live channels on one device rather than switching between devices and applications continuously.

The following are some of the ways users can communicate with Unified Communications systems:

• Cloud-based voice telecommunication
• SMS (instant messaging)
• Dedicated business number SMS texting
• Video conferencing
• Live chat
• Sending and receiving paperless faxes
• Virtual whiteboard

In Unified Communications (UC), data is sent and received via high-speed Internet connections over VoIP/SIP instead of the traditional PSTN. 

VoIP networks convert voice sounds into small data packets when communicating via voice. Once the data packets reach the recipient, they are reassembled into decipherable words/sentences. Smartphones, desktop computers, laptops, tablets, and even smart watches can all connect to UC platforms via the unified app or any browser.

Unified Communications systems are often customizable through API integrations that enable them to integrate with other popular platforms and services in addition to including many modes of communication. You may be able to incorporate activity from external locations such as Microsoft Office, Zendesk, or G Suite, depending on your specific Unified Communications solution.

Switching to a UC system offers the following benefits:

• Rapid growth and downsizing require greater flexibility
• Feature and capability access
• Supports in-house IT/telecom staff
• Reassign IT/telecom staff to more strategic roles
• Multi-vendor integration made easy
• Provides support to a dispersed workforce

Among other advantages of Unified Communications, there are the following:

• Support resolution time is faster
• Customer service that is of a higher quality overall
• Mobile and remote working capabilities
• Engaging customers through their preferred channels
• Communication channels can be switched seamlessly
• Reduced time-consuming miscommunications by improving internal communication
• Productivity increases with increased team collaboration
• One provider handles all communication needs, reducing administrative headaches

It is important to distinguish between Unified Communications and Collaboration despite the fact that the two solutions go hand in hand. UC focuses on providing audio, video, and instant messaging channels to facilitate multiple business communications channels.

The purpose of collaboration, however, is to enable teams to work effectively together. Communication will be a feature of these collaboration tools. Some of the most common collaboration tools include:

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

As you can see, Unified Communications and Collaboration platforms have a lot in common.

• VoIP Audio Calling

Unlike the PSTN, VoIP phone systems provide unlimited local and long-distance calling as well as reduced international calling rates. More than half of telecom bills can be reduced by switching from traditional phone systems to VoIP.

• Web Conferencing

Face-to-face video meetings are an important channel of communication, especially in an era of remote workers. During video calls, blended teams can switch between devices, schedule meetings in advance, or start ad hoc meetings directly from the instant messaging interface.

• Team Collaboration Tools

UC 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 the need for constant emails.

Basic task management functionalities make team member expectations clear, simplify keeping up with deadlines and multiple projects, and help to identify workflow roadblocks.

• Unified Messaging

In unified messaging, messages are sent across several platforms, such as chat, SMS text messages, social media messages, and MMS texts. Conversations can seamlessly switch from one messaging channel to another since messages are synched within the Unified Communications interface.

• Integration

The aim of some unified communication tools is not to replace the third-party business software you are currently using, but rather to integrate with it. It integrates with preferred CRMs (such as Salesforce) or project management apps (such as Microsoft Teams, Avaya, etc.) into one interface instead of switching between them.

• Virtual Faxing

A unified communication system also offers virtual faxing, in which emails are used instead of fax machines for sending/receiving faxes. 

Even if the end-user is on the phone, they’ll receive faxes. Furthermore, tier UC allows users to store previous faxes and receive notifications when a fax is received.

• Healthcare

UC is used in the healthcare industry to:

• Provide patients with HIPAA-compliant telemedicine and telehealth services
• Assemble an entire team of care providers for a patient
• Access patient forms and medical histories instantly
• Use IoT healthcare devices (heart monitors, etc.) to access real-time patient data
• Home Services Providers

Home services providers such as pest control experts, landscapers, plumbers, or electricians can use UC systems to:

• • Easily book, reschedule, cancel, or receive appointment notifications for customers
  • Scheduling technicians in a way that ensures certain technicians aren’t overwhelmed while others are underutilized
  • Connect the technician directly with the homeowner without compromising the privacy of the phone number
• Collect responses/feedback from customers through surveys
• Retail and eCommerce

In the retail and eCommerce worlds, unified communications are essential:

• Orders can be placed, paid for, and picked up via SMS text messaging
• IVR phone systems allow customers to self-serve or receive personalized customer service
• Tracks orders’ location and shipping status in real time
• Provides additional information to customers by letting salespeople check current stock or use knowledge bases/wikis
• Education

Unified Communications is used in education for the following purposes:

• Contact all faculty members, discuss student progress, develop curriculum, etc., in an emergency
• Coordinate events, discuss student progress and develop curriculum between faculty and departments
• Provide students with information about assignments, grades, schedules, and syllabi
• Make virtual classrooms available to students
• Manufacturing

A cloud-based UC service in the manufacturing industry helps:

• Allow vendors, suppliers, distributors, etc. to communicate with each other
• Alert entire teams/departments when mechanical failures or delays occur
• Any mechanical failures or delays in shipments should be reported to entire teams/departments
• Follow up on production and shipments. Work with teams to improve product development processes
• Improve business processes and product development processes with teams

To begin the process, you must first understand what you have. Take some time to profile your entire existing communication setup, including internal and external forms of communication.  Using this information, you can develop an idea of how your business operates and what its logistical needs are.

In general, you should note:

• Locations currently and in the future
• Each location’s total number of end-users
• Service and equipment agreements with existing providers
• Network architecture – modems, routers, switches, desk phones, mobile phones
• Assess the security of your existing LAN or WAN networks, as well as any firewalls that may be installed
• Traffic and utilization levels on your network – important for understanding if you need to upgrade your network, avoid common hosted PBX implementation issues, etc.
• Email, video conferencing services, and chat apps are examples of tools used by current teams

It is equally important to evaluate Unified Communications platforms in several different ways. Cloud-UC refers to services hosted in the data centers of the service provider. Providers should guarantee 99.99% uptime at a minimum.

The company should explain how it maintains that uptime, how it notifies users in the event of a problem, and how long it takes to resolve system problems on average. In your contract, find out which types of maintenance and repairs the company will handle, and which you will have to handle and pay for yourself.

Lastly, ensure that the platform integrates with your most important business software. There are also other signs that a UCaaS system is superior:

• (Headsets, desk phones, etc.) Interoperability with existing hardware or with hardware available for purchase.
• Process of installation
• User training is available as an add-on feature
• Providing training to users
• Mobile app compatibility and usability
• Experientially positive
• A user-friendly interface 24×7 customer service
• Support and customer service are available 24/7
• Migrating to the new provider platform in phases
• An easy-to-use interface
• Compliance with SLAs and security regulations (PCI, HIPAA, GDPR, etc.)
• Configuration of services

Unfortunately, we cannot answer this question. Adopting UC services is not a light decision, and it will require a lot of effort and research. A business should think hard and long before investing in a new communication system and weigh the cost of existing solutions against the potential benefits of a new system.

The latest trend of UC tools and these solutions seem compelling, doesn’t mean your business needs such a change, and a more basic business VoIP solution or hosted PBX might suffice.