Unified communications: What is it and how do you implement it?

While effective communication has always been important for organizations, that’s especially true in today’s business landscape. With employees scattered across different locations and time zones, traditional communication methods are falling short. This is where unified communications (UC) comes into play.

Unified communications is a technology that integrates multiple communication channels into a single platform. Essentially, it brings together tools like voice calls, video conferencing, chat, and email into one cohesive system. 

Read on to discover what unified communication means, what it can do to improve your business, and how to implement it.

Unified communications is essentially a digital toolbox that combines various communication channels on one platform. Imagine having all your communication tools — from phone calls and video conferences to chat and email — accessible in one place. This integrated approach not only saves money by eliminating the need to pay for several apps at once, but it also means you don’t have to juggle several apps for your communication needs, saving time and increasing efficiency.

To put it simply, UC is like having a Swiss Army knife for your communication needs. Instead of carrying around separate tools for different tasks, you have one versatile tool that can handle everything.

For example, if you’re collaborating on a project with colleagues in different locations, you can easily switch between video conferencing, chat, and file sharing within the same platform. Or, if a team member contacts you via email, you can move to a phone call or video chat to problem solve.

Unified communications as a service (UCaaS) takes this concept a step further by delivering these communication tools through the cloud. With UCaaS, businesses don’t need to worry about maintaining complex on-premises infrastructure. Instead, they can access and manage their UC platform over the internet. This approach provides flexibility, scalability, and cost-saving opportunities.

This makes it easy for companies to adjust their communication capabilities as their needs evolve.

With the evolution of the modern workplace and its communication models, organizations need solutions that allow them to communicate in the ways that fit them best, both internally and in customer-facing situations. This means that employees need access to multiple communication channels. Enter unified communications.

Imagine a scenario where you’re in a video conference with a teammate. During the meeting, you realize you need to share a document. If your platform of choice provides a unified communications experience, you can easily access and share the file directly in the video conferencing platform without having to switch to a different application. 

Or, if you need to follow up with your teammate after the meeting, you can instantly send them a chat message within the same platform, avoiding the hassle of opening a separate messaging app or crafting a long-winded email.

By centralizing communication tools, UC transforms the way teams collaborate. It breaks down communication silos, enhances productivity, and fosters a more connected work environment.

Unified communications systems include a variety of tools and services designed to enhance communication and collaboration. Let’s explore the key components that make up a UC solution:

• Voice communications: UC systems often integrate voice over internet protocol (VoIP) for cost-effective and flexible phone calls, as well as traditional phone features and voicemail services.
• Instant messaging (IM) / chat: Real-time text-based chat communication is essential for quick and convenient interactions among team members.
• Presence information: UC platforms provide real-time updates on the availability and status of colleagues, helping users determine the best way to connect.
• Video conferencing: Virtual meetings and video calls enable face-to-face interactions, even when team members and customers are all over the world.
• Email integration: Many UC systems integrate email services, providing a centralized hub for communication.
• Collaboration features: Shared workspaces, document sharing, and file transfer are common features in UC platforms, fostering teamwork and streamlined client communication.
• Mobile accessibility: The ability to access platform features on smartphones and tablets enables seamless communication on the go.

Implementing a unified communications system can help scattered teams become more organized. Here, we’ll outline a step-by-step approach to successfully integrate UC into your organization, covering key phases from assessing business needs to measuring success.

1. Assess business needs and goals

The first step in implementing unified communications is to thoroughly assess your business’s specific needs and goals. By understanding your organization’s communication challenges and objectives, you can select the right UC solution to address them effectively.

Consider the following questions as you determine your goals: 

• What's the distribution of your workforce (remote, hybrid, or on-site)? 
• Are you currently using different tools to tap into different communication channels?
• Are you trying to reduce communication costs? 
• Are you looking to simplify workforce training and management across your business?

2. Choose the right UC provider and solution 

Consider factors such as the provider’s reputation, experience, and customer support. Evaluate the features and functionalities offered by different UC platforms to ensure they align with your needs. It’s also important to assess the scalability of the solution to accommodate future growth and changes in your organization. You’ll also want to explore pricing models, including licensing fees, implementation costs, and ongoing maintenance expenses.

3. Integrate UC with existing systems and workflows

Opt for a provider whose platform is open and can seamlessly connect with crucial business applications such as Microsoft 365, Google Workspace, your CRM system, and project management tools.

4. Train employees and promote adoption

UC implementation hinges on employee adoption. Providing comprehensive training and fostering a supportive environment are essential for maximizing the benefits of the new system. Here’s how:

• Develop tailored training programs that address the specific needs of different user groups, such as executives, managers, and employees. 
• Offer a combination of in-person, online, and self-paced training options to accommodate various learning styles. 
• Encourage hands-on practice and provide ongoing support through help desks or knowledge bases. 
• Promote the advantages of UC through internal communication channels, highlighting how it can improve productivity, collaboration, and communication.

5. Measure success and optimize usage

By tracking key performance indicators (KPIs) and gathering user feedback, you can optimize UC usage and drive continuous improvement.

Establish clear metrics to evaluate the effectiveness of your UC system, such as increased collaboration, improved communication efficiency, reduced communication costs, and higher employee satisfaction. 

Regularly collect data on these metrics to assess the return on investment (ROI) of your UC implementation. Solicit feedback from employees to identify areas for improvement and enhance user experience.

Choosing the optimal unified communications platform for your business requires careful consideration. Here are key factors to look for:

• Scalability: A robust UC platform should accommodate your business growth. Make sure it can handle increasing user numbers, expanded feature sets, and integration with new applications without compromising performance.
• Reliability: Consistent uptime and minimal service disruptions are very important for uninterrupted communication. Consider the platform’s track record of reliability and disaster recovery plans.
• Security: Prioritize software with robust security measures to protect sensitive data. Look for features such as data encryption, access controls, and regular security audits.
• Feature set: A comprehensive UC platform offers a wide range of communication tools, including voice, video, messaging, and collaboration features. Evaluate if the platform meets your specific needs.
• Integration capabilities: The ideal UC platform has integration capabilities that enable you to connect your existing business applications and systems.
• User experience: A user-friendly interface and intuitive navigation go a long way toward making this an easy transition. Consider factors such as ease of use, training requirements, and user support.
• Mobile optimization: UC as a concept aims to consolidate all communication channels under one roof, including robust mobile applications that support remote and hybrid workforces.
• Cost-effectiveness: Evaluate the total cost of ownership, including licensing fees, implementation costs, and ongoing maintenance expenses.
• Deployment options: Determine the best deployment model for your organization, whether it’s cloud-based, on-premises, or a hybrid approach. Consider factors such as security, control, and scalability when making your decision.

By consolidating all of these different communication channels into a single platform, businesses can experience a new kind of collaboration and communication efficiency. Benefits of UC include:

• Enhanced efficiency: Unified communications break down communication barriers by providing a single platform for various channels, fostering teamwork and improving information sharing. Real-time collaboration tools within UC platforms enhance productivity and project management.
• Increased productivity and streamlined operations: By reducing the time spent switching between different communication tools, UC helps streamline workflows and improves overall efficiency. Automation of tasks and integration with other business applications can further boost productivity and operational effectiveness.
• Cost savings and scalability: Consolidating multiple communication services into a single platform often leads to reduced costs. Additionally, UC solutions are scalable, allowing businesses to adjust their communication needs as they grow.
• Improved customer service and support: Businesses can provide faster and more-efficient customer support through integrated voice, chat, and email channels. By offering multiple communication options, users can choose the channel that best suits their needs, providing a more personal and superior customer experience.
• Better decision-making: Access to real-time information and collaboration tools within a UC platform empowers employees to make informed decisions quickly. By sharing data and insights, teams can collaborate effectively and drive better outcomes.

Unified communications is all about creating a seamless communication experience for both employees and customers.

Emerging technologies like artificial intelligence (AI), augmented reality (AR), and virtual reality (VR) are poised to revolutionize the way we communicate and collaborate.

AI is already making significant strides in the UC space. It’s being used to enhance features such as intelligent call routing, real-time transcription, and sentiment analysis. In the future, AI-powered virtual assistants are expected to become integral to UC platforms, offering personalized support and automating routine tasks. 

Unified communications platforms like Zoom are at the forefront of AI integration. Zoom developed features like AI Companion to assist users with summarizing meetings, composing emails and chat messages, and more.

To stay ahead, businesses need to embrace these emerging technologies and adopt a forward-thinking approach to UC. And as it continues to evolve, it’s important to remember that the ultimate goal is to improve communication, collaboration, and productivity. 

Find out how Zoom can help your business create a more connected and efficient work environment.