Choosing the right Unified Communications platform

A unified communications (UC) platform should be your ticket to easier team collaboration, with all workflows for instant messaging, video conferencing, screen sharing, VoIP telephony and more running through one streamlined application. Whether it actually becomes this ideal all-in-one hub will hinge on which solution and vendor you select.

What's at stake when shopping for UC - and why you should explore cloud

When you choose a UC platform, you're not just purchasing a product - you're buying into a larger ecosystem, much like you do when you opt for iOS or Android. In addition to placing a bet on the solution's underlying communications technology - i.e., its ability to handle calls, messages, and meetings - you are also trusting its vendor to support it and other vendors to allow it access to their APIs. That raises the stakes for making an informed decision, as the wrong choice can leave you with a UC solution that is as unreliable for end-users as it is difficult for you to integrate into your larger IT environment.

Making these sorts of high-stakes choices between seemingly similar - but actually quite different - collaboration tools is the enterprise equivalent of the format wars that once dominated consumer tech. For example, imagine being a movie buff circa 2006 and going all-in on the ill-fated HD-DVD instead of Blu-ray. The latter quickly drove the former out of the competition despite their comparable specs, leaving early adopters with an expensive player that studios had abandoned and which couldn't even play Blu-ray discs - in other words, a major sunk cost.

When it comes to business communication tools, there's a much wider range of competing solutions, from on-prem UC based on SIP trunking and an existing phone system to cloud-based implementations from vendors including Telesystem. Cloud-based UC, which is low-cost and continuously updated, is generally the most reliable platform for sustaining growth and ensuring real-time communications, not to mention eliminating the risk of ever being saddled with expensive, low-utility assets down the road.

That said, it's important to scrutinize the features of any unified communications platform as well as the specific value the vendor can add to it. Let's look at what you should prioritize during the selection process.

Deployment model: Cloud, hybrid or on-premises

All UC solutions are designed to perform the same basic task, namely to create a one-stop-shop for:

• Voice calls.
• HD video conferences.
• Instant messages.
• Virtual meetings.

At the same time, they differ in the specific infrastructure they harness to reach this goal. An on-prem unified communications platform is built on equipment the customer owns, operates and maintains. In contrast, cloud UC - or Unified Communications-as-a-Service (UCaaS) - leverages the power of the provider's data centers and hosted IT resources, and hybrid blends the two.

There are pros and cons to each approach. On-prem and hybrid afford a higher degree of control, at the cost of budgetary and operational flexibility. Cloud offers the latter two in spades but requires finding a trustworthy vendor. For now, cloud UC seems to be winning the race, with a Synergy Research report finding its adoption among enterprises increasing a staggering 57% year-over-year in 2018.

A UCaaS platform like UC-One from Telesystem can completely replace your existing PBX without requiring you to handle its maintenance or perform the complex operations for moving, adding or changing the system's users. Cloud-based unified communications are highly scalable, flexible and cost-effective, as they are billed as periodic operating expenditures, not as steep upfront capital expenditures.

Features for calling, messaging and meetings

Any UC solution worth its weight will do much more than simply be a PBX-in-the-sky, though. It will support all of the key functions integral to modern teamwork and put them into context in one place, eliminating the need to waste so much time on app switching just to keep up with the many possible ways in which a team can interact.

Indeed, today's workplaces are home to a plethora of collaboration tools, including persistent chat apps, VoIP and video services for real-time communications, online meeting spaces and old standbys such as email, PSTN calls and text messages. The latter remains particularly popular despite the rise of newer alternatives; a survey by Technalysis Research found that they accounted for 75% of all co-worker communication.

Unified communications platforms like UC-One effortlessly balance old and new modes of communication:

Calling

Need to make a quick phone call? Corporate directory lookup allows colleagues to be found within seconds. You can also set up a single number for all of your devices, use Wi-Fi calling for cheaper rates and make VoIP or conventional calls from your business number. HD video is available as well to enrich voice conversations.

Unified messaging

Business messaging has come a long way from the early days of IRC and SMS. Chatting within a UC suite is strengthened by features such as presence (to see who's online at the moment), private and group chat, full chat history and easy access to all shared content such as emails and other files.

Meetings

Online meetings should be simple to join and participate in, but too often they throw a lot of roadblocks in front of their would-be participants. Dial-ins, PINs and complex user interfaces complicate the experience. Meeting functionality in a platform like UC-One is much more streamlined, with a simple invitation system that gets out of everyone's way and allows participants to get right down to business via integrated video, messaging and screen sharing. You can even drag and drop a colleague's icon into the meeting room or, if needed, dial-in.

Support for mobile workers

Since the 2000s, there has been a steady increase in the number of people telecommuting, in large part due to the evolution of mobile devices and wireless networks. More than 4 million individuals work from home at least half the time, according to Global Workplace Analytics. Half of the U.S. workforce holds a position that is compatible with telework arrangements and 80 to 90 percent of workers would like to telecommute at least some of the time.

Accordingly, mobile device support is a must-have in a UC solution. Specific features to look for include:

• Android and iOS client apps for phones and tablets.
• The ability to move calls from desktops to mobile devices.
• Multiple call handling and merging.
• Business phone number support across devices.
• Wi-Fi calling with seamless handover between networks.

Integrations with other business communications apps

To return briefly to our earlier point about HD-DVD vs. Blu-ray, ecosystems matter. Cloud UC solutions without deep integrations and reliable vendor support are no better than fancy media formats that have no films or shows that anyone wants to watch.

The best UC platforms build context and support efficient workflows by integrating with everyday tools such as Microsoft Office 365, G Suite, Salesforce, Box and more. Plus, they can pull information and events from calendars and emails. The end result is one view within the UC app that provides a wealth of information about your calls, messages, files and co-worker statuses.

Should you invest in a UC platform?

Upgrading to a unified communications system is a big step, and one worth taking for many businesses. As PBXes age and become costlier to operate and maintain, transitioning to cloud UC, in particular, is often the rational move.

UC technology brings together the core functionality of your phone system with advanced features for messaging and meeting. It also goes beyond a traditional PBX by incorporating better support for mobile devices, which can easily use an existing workplace number to create a more professional impression, especially for small businesses.

Organizations of all sizes and across all verticals can potentially benefit from a UC implementation. Multi-location enterprises are perhaps best positioned since a UC platform provides a common way for geographically dispersed and frequently on-the-go employees to consistently stay in touch.

As an experienced national provider of services including hosted VoIP, network security and dedicated internet access, Telesystem offers a top-notch unified communications experience via the UC-One platform. It's easy to get started by requesting a quote from our team. You can also contact us directly for additional information on UC-One or any of our other enterprise collaboration tools.