With the increasing demand for communication tools, it has become imperative for businesses to manage workplace applications systematically. The traditional communication system, or PBX equipment, which was so much more popular a few years back, has been outsmarted by the technology known as Unified Communications. But you may ask, what is unified communications? Well, this post is the answer.
Today, as an entrepreneur, you need a solution that promises a simple, flexible, and mobile end-user communications experience. Unified communications marks this shift from traditional, disparate communication to a more cohesive and integrated approach. By amalgamating multiple communication tools, UC solutions enhance connectivity, promote efficiency, and foster collaboration like never before.
This post covers all aspects of UC solutions, helping you understand the benefits they offer and why they are essential for your business.
What is Unified Communications?
Unified Communications is a complete business phone system that combines multiple enterprise communication tools such as instant messaging, voice & video calls, email, presence, and audio & video conferencing, to name a few. The list is huge and new tools are added with the latest innovations in the communication sector. The unified communication products and services can be added with IT business applications, consumer applications, and devices to enhance seamless user experience and boost productivity.
The formal definition of unified communications as per Wikipedia is as follows:
Unified communications (UC) is a business and marketing concept describing the integration of enterprise communication services such as instant messaging (chat), presence information, voice (including IP telephony), mobility features (including extension mobility and single number reach), audio, web & video conferencing, fixed-mobile convergence (FMC), desktop sharing, data sharing (including web-connected electronic interactive whiteboards), call-control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS, and fax).
Features of Unified Communications
As discussed, unified communication is the combination of different types of communication that happen in real-time, such as text messaging, voice & video communication, and collaboration. When you go for a UC system for your enterprise, you can choose from the required features that will be most used.
Web-Based Dashboard
The beauty of today’s business phone systems is that they come with a central console from which you can manage your business communication seamlessly. You can customize your phone settings, IVR/ auto attendant, Voicemail, Click to Call buttons, etc.
Interactive Voice Response System
An IVR setup is ideal for your organization if you have multiple departments such as Sales, Support, Admin, Marketing, and Human Resources. A unified communication platform comes with an IVR setup facility to route calls to different departments. You can easily do so from your business phone system dashboard.
Instant Messaging
Instant messaging has become one of the most used communication tools. Nowadays, enterprises are keen to get their IM application designed with several customized features, including end-to-end encryption.
Web Conferencing
Modern businesses need a conferencing solution as a part of their communication strategy. Audio and video conferencing have become part and parcel of small, mid-sized, and even large enterprises after the pandemic. A UC system with a conferencing feature helps you to accomplish your day-to-day online meeting needs with your clients and branch offices.
Presence
The presence feature in a unified communication system enables your team to update their status, such as online or busy or away. In this way, calls can be systematically assigned to the available agent.
Types of Unified Communications
Primarily, there are two types of UC solutions: Cloud-based UC and On-premise UC. Let’s understand these two types of unified communications in more detail.
Cloud-based UC
Also called UCaaS, or Unified Communications as a Service, a cloud-based UC platform is hosted by a third-party provider and not an end user such as a business. These systems do not require on-premises hardware or software as they function via web-based applications. Because of this, cloud-based UC platforms are not bound to a single physical location; rather, users can access them from anywhere using any internet-enabled device. Some major benefits of UCaaS include lower upfront costs, scalability, and flexibility.
On-premise UC
These systems are hosted and managed on-site, i.e., within the business’s or organization’s infrastructure. In this case, the business itself is responsible for the installation, housing, management, and maintenance of the UC system. On-premise UC systems offer more customization options and hence greater control. However, they require higher upfront costs because of in-house hardware and software.
Hybrid UC
These solutions combine on-premise communication systems with cloud-based UC services and are thus called hybrid UC systems. Due to their dual deployment, hybrid UC systems save businesses from the upfront costs of fully on-premise systems. Also, they provide the benefits of keeping sensitive data to remain on-premises, while less critical data moves to the cloud.
Unified Communications Market Size
The unified communications market crossed USD 30 billion in 2019 and is expected to increase by 8% by 2026. One of the reasons that fueled the growth of the UC market is the infrastructure model where a single unified interface can handle all communications, making it highly easy to manage the communication tools.
Source: Business 2 Community
Companies need not go for hardware infrastructure to be deployed on-site but rather move ahead with a cloud-based UC system. With the outbreak of the COVID-19 pandemic, the unified communication and collaboration industry received a strong push. The reason being the interest of enterprises to deploy UCC tools for secured communication and business continuity.
Benefits of Unified Communications Solutions
The benefits of unified communications for enterprises are endless. Starting from productivity to customer service to cost, a unified communication solution will help your organization excel in all areas. Here are some of the core benefits of a UC system.
Mobility
A UC system is perfect for your organization if you have remote staff. Not limited to office extension, your remote workforce can receive calls on their mobile application. Any call that lands on your business phone numbers can be routed to your remote staff. Also, your team can join audio and video conferencing from any location.
Cost-Effective
The unified communication system is cost-effective, being a cloud-based setup, as there is not much hardware cost involved. Multiple communication tools are added, which makes it a cost-effective alternative to individual communication tools.
74 percent of the new unified communications licenses bought by organizations will be cloud-based by 2024 – Gartner
Better User Experience
Your unified communication system provides a great user experience to your employees and customers. Productivity of your team increases, and for your customers, it’s better communication. There is a lesser amount of wait time involved, including prompt communication and quicker decision-making.
Convenience
When you have a centralized dashboard to manage your multiple business communication tools, it becomes convenient to manage the same. Whether you are setting up an IVR or monitoring your agent’s productivity or handling the calls that land on your business phone numbers, you experience convenience with a business phone system.
UC Risks and Security Issues: Barriers to UC Adoption
Transitioning to Unified Communications (UC) is bound to come with challenges. While businesses may encounter several hurdles during the adoption process, these can be effectively managed with the right approach. Below are some of the key challenges organizations face when implementing UC, along with strategies to overcome them.
Data Privacy and Security
Unified communications combine disparate communication tools such as calls, chats, and videos on different networks. A major challenge that comes out of this is ensuring every device and network involved should be secure, no matter where or how they’re connected.
How to Navigate?
Businesses should implement stringent security measures such as 2FA, multi-factor authentication, and strong password policies to secure user accounts.
User Adoption and Training
The success of any business tool depends heavily on user adoption. Inadequate training and resistance to change may lead to lesser gains in benefits of UC by the business and can also increase the chances of security incidents.
How to Navigate?
Proper user training is key to ensuring successful UC implementation and adoption.
Regulatory Compliance
As various forms of communication happen through UC platforms, a lot of sensitive customer data stays there. It is therefore important for businesses to consider the rules and regulations governing data privacy very critically. Carelessness in handling customer information can cause penalties that go up to hundreds and thousands of dollars.
How to Navigate?
Organizations must comply with various regulations, such as GDPR and HIPAA, and perform regular audits when handling sensitive data.
Latency Issues
Maintaining high-quality, real-time communications is essential in unified communications. However, latency and QoS challenges can impact the user experience. Delays in audio during calls and lag in video conferences can cause miscommunication and frustration among users.
How to Navigate?
Implementing proper QoS mechanisms, i.e., prioritizing and managing network traffic to ensure that critical and time-sensitive communications receive the necessary bandwidth they need.
How to Select a Unified Communications Platform?
If you have decided to evaluate different UC software and choose the right one for your business, then there are various factors that you need to consider:
- Determine your budget for UC software as well as associated costs.
- Consider the number of agents who will be using the software.
- Take an estimate about the average incoming calls.
- Figure out the essential features and communication channels.
- Learn and consider the requirements and compliance standards specific to your industry.
Besides the above-mentioned points, you may consider the following parameters when choosing the best UC solution among various options:
Channels of Unified Communications
Voice calling is a default channel for all UC platforms. You need to decide which other communication channels you really need. Typically, your options include text messaging, chat, email, social media integration, fax, etc. Imagine a UC solution with all these channels that will enable you to better interact with customers and employees.
Features
It is important to understand that UC platforms come with both customer-facing features and team collaboration features. Considering your unique business needs, you have to decide which features you really need. To enhance customer interactions, make sure the platform has call routing, IVR, call recording, and CRM integration. To facilitate effective teamwork, look for video conferencing, screen sharing, file sharing, and project management tools. You may also look for additional features such as voicemail, presence indicators, etc., to meet your unique needs.
Integrations and Hardware Compatibility
The UC solution you choose should be able to integrate with your existing business tools, such as CRM software, productivity systems, and accounting software. It should also integrate easily with existing hardware such as phones, headsets, and video conferencing equipment. This is important because such an integration can streamline workflows, reduce cost, and minimize disruptions.
Security and Reliability
As a business, it is essential for you to protect your sensitive data and ensure uninterrupted communication. Look for a provider that guarantees 99.9% uptime. Also, verify that the provider fulfills the requirements for relevant security and certifications such as HIPAA, PCI, GDPR, ISO 27001, and SOC 2). Also consider the presence of security features, including end-to-end encryption, single sign-on, which is also called SSO, and 24/7 network monitoring. Make sure the provider has a global network to support users across different geographical locations worldwide.
Ease of Use
By choosing a solution that offers user-friendliness, you can ensure quick adoption and reduce the need for training your employees. Look for a platform with ease of navigation and an intuitive design. As the new platform onboards, you may need some level of customer support and training from the provider’s end. Therefore, assess the quality of training materials such as user guides, tutorials, etc. Also, check the availability of customer support channels such as email, live chat, and phone.
Support Services
Choose a provider with a focus on addressing customer issues and ensuring a positive user experience. Evaluate the support hours provided, including after-hours and weekend coverage. Additionally, consider the range of channels through which support is offered, such as phone, email, live chat, etc. Another important consideration is the response time. Ask the provider about the guaranteed response time for support requests. You may also check for the availability of paid priority support for urgent issues.
Total Cost
It is crucial to evaluate the overall cost of the UC solution. Various factors make up the total cost, including upfront investment, ongoing fees, additional charges, and hidden fees. The length of the contract and any associated termination fees should also be checked. You may also inquire with the provider about any available discounts, promotions, or free trials.
Future of Unified Communications
With the emerging trends and advancements in technology, the UCaaS market has undergone significant transformations. One notable shift is the rising popularity of the combination of UCaaS and CCaaS platforms. This combination reflects the integration of unified communications and contact center capabilities into a comprehensive solution. Such an all-in-one solution offers a wide range of features such as:
- Provides seamless omnichannel communication
- Optimize workforce management by scheduling, routing, and performance management tools
- Analyzes customer interactions to identify trends, improve agent training, and enhance customer satisfaction
- Tracks KPIs to measure agent productivity and identify areas for improvement
- Enables effective team collaboration by providing features like video conferencing, screen sharing, instant messaging, etc.
- Boosts customer engagement by providing tools to personalize customer interactions and strengthen relationships with them.
Besides this integration, there’s another prominent trend in the UCaaS landscape, which is the increased focus on performance management features. Primarily, UC solutions emphasize providing team collaboration and basic communication capabilities. However, several leading UC solution providers have expanded their offerings by including advanced performance management tools.
What is Unified Communications? Key Takeaway
Unified communications offer a wealth of benefits for businesses of all sizes. By simplifying communication processes, enhancing collaboration, improving customer satisfaction, reducing costs, and enabling remote work, UC solutions can help organizations stay connected, productive, and competitive in today’s fast-paced business environment. If you are interested for an Unified Communication Solution, you can talk to our experts to help you with the right product.
Frequently Asked Questions
Are VoIP and UCaaS Different?
VoIP or Voice over Internet Protocol, is a technology that allows users to make calls over the internet. VoIP systems can be on-premise or cloud-based. On the other side, UCaaS is a cloud-based service that combines multiple communication services into a single platform, including voice calls. So, we can say that VoIP is a subset of UCaaS.
Is UC and a contact center the same?
No, UC and a contact center are not the same. Unified communications is primarily used by businesses to enhance internal and external communication. While a contact center is used by customer support agents to interact with customers.
What is the difference between unified communications and omnichannel communications?
UC solutions combine multiple communication tools and are mainly for internal use. Omnichannel communications combine all the communication channels meant for customer engagement and external communications. UC is about improving workplace collaboration, while omnichannel communications is about enhancing customer experiences.
Which industries can benefit from UC?
Industries with the constant need for streamlined communication and collaboration, including healthcare, finance, retail, IT, and education, can benefit from using UC.
How does UC improve collaboration?
UC platforms allow users to communicate through multiple communication channels, share files and hold meetings virtually, all in real-time and from a single platform.
Read Also
Increase Revenue with White Label Cloud PBX
8 Important Benefits of White Label Hosted PBX Solution
Note: This post has been updated on 06-12-2024.
