Unified Communications
Integrate multiple communication tools into a single, streamlined platform to enhance collaboration, boosts productivity, and improves customer engagement.
What is UC?
Unified Communications is the integration of communication services such as instant messaging (chat), presence, voice, mobility (twinning/mobile app), audio, web & video conferencing, desktop sharing, data sharing/collaboration, call control and speech recognition with non-real-time communication services, such as unified messaging (integrated voicemail, e-mail, SMS and fax). Unified Communications is not a single product, but a set of products providing a consistent unified user interface and user experience across multiple devices.
6 Reasons to Build a Unified Communications System
1.
Better Disaster Recovery
Disaster recovery capabilities are some of the most persuasive reasons to consider Unified Communications. Think about the importance of maintaining uninterrupted communications. While large companies can build redundancy into their systems, this can be cost-prohibitive for smaller enterprises, or those with tight budgets. Being cloud based offers UCaaS users access to communications from any location, eliminating the need for redundancy.
2.
Rapid Service Deployment
On-premise solutions can take months and even years to roll out company-wide. Upgrades can take just as long. With UCaaS, a new feature or service can be available to all employees immediately.
3.
Greater Employee Mobility
Cloud-based systems provide access from anywhere, at any time, solving what is often referred to as the “BYOD” (bring your own device) challenge. UCaaS offers connectivity to smartphones, laptops, tablets and other devices.
4.
Improved Team Collaboration
With features like audio and video conferencing, as well as interoperability between devices, employees can connect from any location.
5.
Enhanced Customer Relationship Management (CRM)
Contact center capabilities, interactive voice response, call routing, and other outstanding features will make it easy to build relationships with customers, all while seamlessly integrating these interactions with your CRM software.
6.
Centralized Management
One of the more significant challenges in managing any kind of premise-based application is scaling the administrative functions. This can include setting up new users, applying patches, or updating features. The tasks may need to be repeated many times, depending on the architecture of the on-premises solution. With a hosted UC solution, the administrative tasks are centralized, allowing the administrator to perform tasks once, and be confident that those changes will take place company-wide.
Commonly Used Terms
in Unified Communications
SMS and IM – SMS
stands for Short Message Service and is the most widely used form of text messaging. SMS messages are typically sent to and from mobile devices. It is however becoming more common to see SMS messages being sent to and from UC platforms. IM stands for Instant Messaging. IM is a text messaging connection that allows multiple users to chat with each other synchronously, in real time.
Presence
Presence allows individuals to see colleague availability and business resources. This lets others know if a user is available to communicate, using indicators such as Do Not Disturb, Active, Busy, Out of Office or On Vacation.
Voice
This is the handling of a telephone call.
Mobility
Mobility allows you to stay connected regardless of your location. Through your office extension, you can make and receive calls, chat, and utilize other options with softphone applications.
An email is an electronic text message sent through and received via an email client such as Gmail or Outlook.
Voicemail
A voicemail is an audio recording that can be left by a caller when they are unable to reach the person they are calling. The recipient of the voicemail message can then listen to the audio recording when available on their desk phone, email (attached wav file), or mobile device.
Meeting Scheduling
Conference meetings or other can often be scheduled within many UC platforms now. These meetings will also be copied over to the user’s calendar as well.
Conferencing / Web Conferencing
Conferencing gives a group of users the ability to meet and speak via voice and video from multiple locations. This includes participants from outside the system such as partners and clients.
Fax
With a UC platform, faxes are received by the systems and then routed to the destination as an email attachment. This works in the same way for laptops and mobile devices.
PBX
Stands for Private Branch Exchange, which is a private telephone network used within a company or organization. The users of the PBX phone system can communicate internally (within their company) and externally (with the outside world), using different communication channels like Voice over IP, ISDN or analog.
Is Unified Communications Right for our Business?
Integrating a Unified Communications System into your business may be a right fit if you are looking for the following:
No Upfront Cost
UCaaS shifts the cost of designing your system to the service provider.
Reduced Operating Cost
Shared external data centers means you don't have to build out your own infrastructure.
Easy Scaling
Companies can start small, deploy and move resources when and where needed as things change.
Enhanced Security
Cloud-based service providers have stringent security measures in place and a team to support them.
Pay-As-You-Go
Cloud-based Unified Communication Service Providers offer flat-rate monthly or annual pricing.
Software Results knows Unified Communications
Creating a Unified Communications System for your business can be confusing due to the extremely large number of companies that provide UCaaS solutions today. The providers available offer different functionalities to suit specific needs. When you work with us, we take the headache out of Unified Communications.
We help companies identify what features and security compliance requirements are needed. Choose the appropriate providers, and design a system that will meet and exceed your needs. In addition to securing the correct UC solution, we often assist with expense management, system audits, and provide ongoing support and training.