The right UCaaS tool prevents costly internal miscommunications, speeds up project timelines, and allows teams to collaborate seamlessly across multiple communication channels. The best UCaaS providers offer a consistent user experience and provide scalability to accommodate growing business needs.
Top UCaaS systems combine team chat messaging and collaboration tools, VoIP phone calls, and video conferencing into a unified cloud platform.
Mobile-Friendly
Whether IT plans for employees to work fully remotely or combine in-office and remote work, mobile-friendly unified communications have become a top priority. This means that employees must be able to communicate with their colleagues and customers no matter where they are working. This requires tools that work without being tethered to the corporate network and ensure the highest data security level.
Unified communication solutions such as Gigtel allow teams to use a single platform that integrates several communication channels. These include VoIP phones, instant messaging and email, videoconferencing, and project management software. This eliminates the need to switch between multiple tools and boosts workplace organization, efficiency, and productivity.
Additionally, UC solutions often come with customer service features that make supporting customers easier regardless of where an employee is. For example, many UC providers offer screen pop capabilities, which display all relevant information during a phone call or chat so that customers don’t have to repeat themselves.
Cloud-Based
UCaaS platforms are designed to align multiple communication methods into one cohesive platform. They offer flexibility and scalability for businesses of all sizes. Most unified communications solutions utilize the cloud-based model, enabling them to reduce hardware costs and maintenance. Unlike on-premises UC systems, which require an upfront investment and additional hardware, most UCaaS providers operate on a subscription basis with tiered services and pricing models.
The benefits of UCaaS include:
- Accessibility: By using a software portal, employees can easily switch between communication tools, including VoIP, instant messaging, and video conferencing. This allows them to remain productive regardless of their location or the type of device they are using.
- Robust VoIP: A robust and reliable VoIP solution is key to the success of a UC system. VoIP enables businesses to replace traditional telephony infrastructure and increase accessibility to company numbers for customer-facing teams. Choosing a UCaaS provider that guarantees uptime in line with industry standards is important. Ask potential providers for uptime records and documentation to ensure they meet the highest possible standards.
Integrations
A unified communications system offers multiple integrations, allowing multi-app functionality from one dashboard. This can reduce workflow siloes and empower employees to work from anywhere with a stable internet connection without sacrificing productivity or quality of service.
For instance, some UCaaS solutions offer unified messaging (UM) that consolidates all forms of electronic business communication into one program. This allows team members to message teammates, check their voicemails, and access customer profiles from a single interface. This eliminates the need to switch back and forth between email, video meetings, IM, and calls, reducing friction and improving overall efficiency.
Some UCaaS systems also include real-time and historical analytics that provide valuable insights into queue activity, agent performance, channel usage, call quality, and more. These metrics can help businesses drive better outcomes from their communications landscape, especially as they consider migrating into a new environment completely different from what they’re used to. Some UCaaS providers even include a variety of analytics widgets that can be customized to meet specific business needs. This provides a more comprehensive and holistic view of your communications infrastructure for both teams and managers.
Scalability
Unified Communications as a Service (UCaaS) is a single platform that integrates multiple tools to streamline communication and collaboration. Businesses can use UCaaS to connect with colleagues and clients through voice, video, chat, and more. Unlike other business communications technologies, UCaaS provides the flexibility to scale as your company grows.
UCaaS enables teams to work together regardless of location. You don’t have to worry about installing on-site servers or telephony equipment; you can manage the system through a web portal. The system will also allow you to communicate with customers in a way that eliminates back-and-forth emails or phone tags.
Choosing a unified communications provider that offers scalability is important for both the long and short term. Scalability allows companies to avoid investing in more hardware and software than they need while protecting their technology investments in the event of an unexpected growth spurt. This type of scalability is called horizontal and works well for applications requiring additional capacity without downtime.
Security
Unified Communications provides omnichannel customer service, allowing employees to interact with customers in their preferred method of communication. The system also allows employees to communicate with each other through videoconferencing and instant messaging, a major factor in increasing employee productivity. The unified communications solution is cost-saving, as it consolidates multiple communication tools into one platform and reduces the need for expensive on-premise hardware. It also allows for flexibility and mobility, as employees can stay connected to work from anywhere with a mobile application or softphone client.
