Unified communications (UC) provide and combine multiple business communications solutions, such as voice, video, personal and team messaging, voicemail, and content sharing. Unified communications solutions are useful for all teams but are particularly critical when employees are distributed across multiple office locations and working remotely. Sorting through the many communications solution options can be a daunting task. Selecting the best unified communications solution for your business requires a clear understanding of each and the features they offer. Here are the right questions to ask.
Would my organization benefit from unified communications for business?
Any business that requires better communication and collaboration, whether the applications are desktop or mobile, should evaluate the many unified communications solutions available today. Organizations seeking to reduce and streamline the number of communications solutions they have in place or provide a seamless communications experience for their remote and office employees should evaluate this technology.
What characteristics of unified communications platforms make them likely to be embraced by employees?
Calling and collaboration solutions for business must be optimized for mobile experiences allowing employees to connect from almost anywhere on any device. A platform should be simple enough to offer a seamless, intuitive experience that makes employees want to use it, while also offering extensive functionality, so they have the option of using video, audio, in-meeting chat, call-in and callback, one-button push to join, and whiteboard capabilities in a single solution, such as Webex Meetings.
How are unified communication platforms different?
Chat, video and voice calls are likely to be capabilities of any unified communications solution. Other worthwhile features that may be included in a platform include:
- Download-free video conferencing to make it easier for outsiders to join in
- Advanced call routing
- Business SMS, which allows users to text customers directly from any device using the common business phone number
- Digital fax
- Analytics that can diagnose call quality issues and provide essential insights into how your company uses your phone system
Most, if not all, platforms will provide a team workspace that enables employees to collaborate seamlessly with fully featured messaging, file sharing, annotation and task management, but the best platforms can integrate with popular business software such as Microsoft Office 365, Salesforce, Google, and Oracle. Common business tools could also be integrated using application programming interfaces (APIs).
What are the most important technical considerations and capabilities when evaluating unified communications solutions?
As with any technology that supports communication and data sharing, you should look for unified communications solutions that offer hardened, enterprise-grade security, including the option of Federal Risk and Authorization Management Program (FedRAMP) approved cloud collaboration for government agencies.
Unified communications for business solutions should also be able to integrate with your existing IP network or on-premises IP telephony network for integrated audio. Allowing employees to use their preferred devices (even their personal phones) to work productively from any location is also important in this modern day and age.
What is the impact on IT teams when deploying unified communications for business?
Today's top unified communications solutions are cloud-based, employing cloud-native tools for HD voice, video, messaging, conferencing, and faxing, which makes it easy to set up and easier to manage because it reduces complexity. It also makes it easier for IT staff to manage users and locations by providing centralized reporting and management tools to give them a holistic view of services, devices, and users across all locations. This helps to ensure a high quality of service through a centralized dashboard that enables proactive monitoring, call quality and the ability to diagnose user issues in near real-time.
My business is growing quickly. Can unified communications platforms keep up?
Because today's platforms are cloud-based, you can easily and quickly scale up your deployment as you add employees through organic business growth or mergers and acquisitions and keep up with the dynamic support requirements of a distributed workforce.
Sorting through the many options for unified communications for business can be overwhelming, but selecting the right unified communications platform goes a long way. It will help enable you and your teams to connect and collaborate cohesively which sets up the organization for success in the era of hybrid work.
Learn more about how Verizon can help you connect employees and customers with voice and collaboration services while in the office, remote or mobile.
The author of this content is a paid contributor for Verizon.