The ultimate guide to unified communications
Introduction
With analogue telephony coming to an end in 2027, businesses are looking for voice technology fit for a digital future. Many are finding that unified communications (UC) is the answer.
But what exactly is UC? Why are more and more businesses adapting this approach? And how do you go about choosing the right UC solution and supplier?
This in-depth unified communications guide will give you the answers to all these questions and more, helping you navigate this approach and make an informed decision.
We’ll cover:
- What unified communications is, how it works and the benefits it can bring to your organisation
- The essential things to look out for when choosing a unified communications solution and how to make the right choice for your business
- The kind of questions you should ask any potential unified communications provider before you agree to partner with them and much more
What is unified communications?
Unified communications (UC) integrates multiple communication tools and applications into a single, cohesive system. This means your voice calls, video conferencing, instant messaging, email and more work together seamlessly, improving efficiency and collaboration within your business.
All your comms in
one easy place
UC offers a smart way to integrate all your comms tools and platforms, making it easier for your teams to make calls, send messages, collaborate on documents, host meetings and more, wherever they’re working
No more switching
between apps
UC means your people no longer have the hassle of flicking between multiple apps to get their work done – they can call, message, collaborate and more on one single-screen platform, saving them time and effort
Simple centralised management
UC reduces complexity and streamlines processes by consolidating various communication tools into one platform, reducing IT maintenance efforts and costs and allowing you to control everything through a single platform
How does unified communications work?
Unified communications works by combining different communication channels through a centralised platform. This allows users to switch between various forms of communication, such as transitioning from an instant message to a video call, without any disruption. The integration is often powered by cloud-based services, ensuring accessibility from anywhere.
Centralised communication channels
All communication tools are accessible from a single platform, making it easier to manage and use
Seamless
transitions
Users can switch from one communication method to another (e.g. from a chat to a video call) without losing the thread of conversation or context
Cloud-based
services
Many UC solutions use the cloud, providing access to tools and data from any location with internet access, supporting remote and flexible work arrangements
What are the benefits of
unified communications?
Unified communications addresses several key issues that businesses face, particularly those related to communication inefficiencies and fragmented systems. By integrating various tools, it ensures smoother operations and better team collaboration, whether people are in the office, working remotely or on the go.
Streamlined communication processes save time and reduce frustration, allowing employees to focus on their core tasks
Reduces the need for multiple communication platforms, lowering overall costs associated with licensing, maintenance and training
Enhanced tools for teamwork lead to better project outcomes, as employees can communicate and collaborate more effectively
Easily scales to meet the needs of growing businesses, allowing for the addition of new users and features as required
Supports remote work by providing access to communication tools from any location, ensuring employees can stay connected and productive from anywhere
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What are the essential features of
unified communications?
Voice and video calling
High-quality calls and video conferences to connect teams and clients, reducing the need for travel and enabling face-to-face interactions from anywhere
Instant messaging
Quick and efficient text communication for immediate needs, allowing for rapid exchanges of information and quick decision-making
Email integration
Seamlessly combines email with other communication tools for better management, ensuring all messages are in one place and easily accessible
Presence information
Shows the availability status of team members, making it easier to connect at the right time and reducing the frustration of missed calls or messages
Collaboration tools
Shared documents, whiteboards and other tools to facilitate teamwork, allowing for real-time collaboration and co-authoring of documents
Mobility and remote access
Access to communication tools from mobile devices and remote locations, supporting flexible working and ensuring that employees can stay connected from anywhere
What are the different types of unified
communications technologies?
On-premises solutions
Installed and managed on the company's own servers, offering control and customisation but requiring significant upfront investment and ongoing maintenance.
Cloud-based solutions
Hosted on the provider’s servers, offering scalability, flexibility, and remote access, with lower initial costs and reduced maintenance responsibilities.
Hybrid solutions
Combines both on-premises and cloud-based elements, providing a balance of control and flexibility, allowing businesses to keep certain critical systems in-house while leveraging the cloud for others.
What are the different types of unified communications technologies?
On-premises solutions
Installed and managed on the company's own servers, offering control and customisation but requiring significant upfront investment and ongoing maintenance.
Cloud-based solutions
Hosted on the provider’s servers, offering scalability, flexibility, and remote access, with lower initial costs and reduced maintenance responsibilities.
Hybrid solutions
Combines both on-premises and cloud-based elements, providing a balance of control and flexibility, allowing businesses to keep certain critical systems in-house while leveraging the cloud for others.
What unified communications solutions
do Microsoft and Cisco provide?
Products
Microsoft Teams, Skype for Business (though transitioning to Teams)
Features
Video conferencing, team collaboration, instant messaging, and VoIP (i.e. the ability to make voice calls over the internet)
Usage
Extensive usage across various industries, especially in educational institutions, healthcare and corporate environments
Products
Cisco Webex, Cisco Unified
Communications Manager
Features
Video conferencing, VoIP, messaging, team collaboration and enterprise telephony solutions
Usage
Widely used across various sectors in the UK, including large enterprises and government
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How do businesses choose the right
unified communications solution?
From features to scalability and compatibility with existing systems, there are five key areas you need to consider when looking for a unified communications solution to suit your organisation.
Suitability
Identify the specific communication needs of your business, including the tools and features that are most important for your operations
Features
Ensure the solution offers all the necessary features for your operations, including voice and video calling, instant messaging and collaboration tools
Scalability
Choose a solution that can grow with your business, allowing for the addition of new users and features as required
Compatibility
Ensure it integrates well with your existing systems and tools, reducing the risk of disruptions during implementation
Support
Look for providers with strong customer support and service level agreements (SLAs), ensuring you have access to expert knowledge when needed
What should businesses look for in a unified communications provider?
Reputation and reliability
Choose a provider with a strong track record and positive customer reviews, ensuring you are working with a reputable company
Support and service
Ensure the provider offers comprehensive support and reliable customer service, with clear SLAs and accessible support channels
Security measures
Verify that the provider has robust security protocols in place, protecting your communication data and ensuring compliance with regulation
Customisation options
Look for providers that offer customisable solutions to meet specific business needs, allowing you to tailor the system to your requirements
Cost and value
Evaluate the cost against the value and features provided, ensuring you are getting the best return on investment
What should businesses watch out for in a unified communications provider?
Hidden costs
Be cautious of providers with unclear pricing structures that might have hidden fees, leading to unexpected expenses
Poor customer support
Avoid providers with a history of inadequate customer service, as this can lead to delays and frustration when issues arise
Limited scalability
Ensure the provider can support your business as it grows, allowing for the addition of new users and features as required
Security vulnerabilities
Investigate the provider's security measures to avoid potential risks, ensuring your communication data is protected
Lack of integration
Check if the provider’s solutions integrate well with your existing systems, reducing the risk of disruptions during implementation
How do you implement unified communications?
One of the biggest challenges in any large overhaul of your workplace tech is implementing it in a way that ensures a smooth transition and successful integration. Here are the steps you – in partnership with your provider – will need to take to minimise any disruption.
Assess current systems
Evaluate existing communication tools and infrastructure, identifying areas for improvement and potential challenges
Define goals
Set clear objectives for what you want to achieve with unified communications, including specific targets for efficiency, collaboration and cost savings
Choose a solution
Select the unified communications platform that best meets your needs, considering factors such as features, scalability and compatibility
Plan the rollout
Develop a detailed implementation plan, including timelines, milestones and key responsibilities, ensuring a smooth transition
Train employees
Provide training to ensure all users can effectively use the new system, including any necessary materials and resources
Monitor and adjust
Continuously monitor the system’s performance and make necessary adjustments, ensuring that it meets your business needs and objectives
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How secure is unified communications?
Security is a critical aspect of unified communications, especially given the sensitivity of business communications and the rise in cyber crime across the world. Most UC solutions incorporate robust security measures to protect data and ensure privacy.
Encryption
Protects data in transit and at rest to prevent unauthorised access, ensuring communication remains secure and private.
Access controls
Ensures that only authorised users can access the system and its features, reducing the risk of unauthorised access.
Compliance
Meets industry standards and regulations for data protection, ensuring that your communication tools comply with relevant laws and regulations.
Regular updates
Providers often release security updates to address new threats, ensuring your system remains protected against emerging risks.
Monitoring and alerts
Continuous monitoring and alerts for suspicious activity, allowing for quick detection and response to potential security incidents.
How does unified
communications
impact compliance?
Unified communications can help businesses meet regulatory requirements by providing secure and auditable communication channels, avoiding legal issues and protecting your sensitive information. Here are some of the main ways it can do that.
Data protection
Ensures communication data is securely stored and transmitted, meeting legal and regulatory requirements for data protection.
Audit trails
Provides records of communication for auditing purposes, ensuring your business can demonstrate compliance with relevant regulations.
Regulatory compliance
Helps meet industry-specific regulations and standards, reducing the risk of legal issues and penalties.
Privacy controls
Allows businesses to manage and protect sensitive information, ensuring personal and confidential data is handled appropriately.
Security features
Includes advanced security measures to safeguard communication data, ensuring that your business remains compliant with relevant laws and regulations.
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Why choose Virgin Media O2 Business?
Our expert team can help you make the right choice for your organisation
Combining expert advice with commercial flexibility, we use connectivity to solve our customers’ biggest challenges and help them meet and exceed their goals, with the budget they’ve got, in a sustainable way.
From meeting rooms to spare rooms and shop floors to factory floors, unified communications is the answer to making your people more productive, efficient, protected and empowered, wherever they work.
We combine our reliable mobile and internet connectivity with the right cloud collaboration software, including Microsoft and Cisco. Plus your choice of hardware to bring all your communications together in one place, with 24/7 tech support, a personalised solution and an expert team to minimise disruption and help you get the maximum impact out of your technology. Want to know more? Talk to our team today.
Want to know more? Talk to our team today.
Want to talk unified communications with our expert team?
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