Why Unified Communications is Important for Business: Navigating the Challenges in 2024

It's a common scenario to discover that the concept of unified communications (UC) within an organization needs to live up to its name. There's a significant presence of multi-vendor, multi-system architectures for unified communications and collaboration.

This complexity can be attributed to the rapid adoption of new communication and collaboration tools during the pandemic, alongside the gradual shift from legacy on-premises communication setups to cloud-based solutions or a combination of both. As a result, many businesses manage hybrid UC ecosystems that span both on-premises and cloud environments, which are intricate and expensive.

The intricate network of platforms, applications, and integrated systems demands constant attention in a dynamic market. IT administrators are tasked with adding new users, removing former employees, and adjusting settings as individuals change roles. This places an additional operational burden on IT teams, who must navigate multiple UC platforms such as Microsoft Teams, Zoom, and others, increasing costs and effort.

A recent survey conducted by AgilityPortal revealed that 72% of UC practitioners and managers spend up to half of their workweek dealing with end-user MACDs (moves, adds, changes, and deletes). 

A staggering 90% of respondents estimated that the value of time spent on these tasks ranges between $80,000 and $350,000 annually, so you can see how this is presented as a big issue for business. 

What is UC or Unified Communications? Overview

 Unified Communications (UC) represents a significant evolution in organizational communication practices. It fosters seamless collaboration by integrating diverse voice, video, messaging, and data-sharing channels. According to recent statistics, the global UC market is projected to reach $167.1 billion by 2025, with a compound annual growth rate (CAGR) of 16.8% from 2020 to 2025. This growth underscores the increasing adoption of UC solutions by businesses worldwide, driven by the demand for enhanced productivity and efficiency.

Unified Communications (UC) is a game-changer, offering a streamlined workflow and significantly boosting productivity. Research indicates that businesses leveraging UC solutions witness a remarkable 20-25% increase in employee productivity. This surge directly results from consolidating communication tools into a single platform, eliminating the need to juggle between multiple applications and devices.

It's also worth mentioning that UC fosters greater team collaboration by facilitating real-time communication and information sharing. Studies indicate that companies leveraging UC technologies report a 30-40% improvement in teamwork and collaboration effectiveness. The integration of presence technology, which enables users to see the availability status of their colleagues in real-time, further enhances collaboration by allowing quicker decision-making and reducing response times.

In addition to internal benefits, UC also enhances external communication with customers, partners, and suppliers. Research reveals that businesses utilizing UC solutions experience a 20-30% improvement in customer satisfaction scores due to faster response times and more personalized interactions.

Unified Communications represents a transformative approach to communication and collaboration, enabling organizations to achieve greater efficiency, productivity, and customer satisfaction in today's interconnected world.

How does unified communications work?

 A Unified Communications (UC) environment is typically supported by one or more back-end management systems, often called UC platforms, which facilitate integrating various services. 

These platforms work in conjunction with front-end clients to provide user access. For instance, a web conferencing system might use an audio conferencing system built on an underlying IP telephony platform, while a unified messaging client allows for click-to-talk, click-to-chat, and click-to-video functionalities.

UC systems and their components offer a wide range of deployment options, including on-premises, public or private cloud, or as a hybrid of all three. Cloud-based UC services, known as Unified Communications as a Service (UCaaS), are gaining significant traction. The open source project WebRTC enables real-time communication to be embedded directly into web browsers, empowering users to access services through browsers like Google Chrome without needing a standalone app.

Traditionally, single-vendor UC environments have offered the best integration and compatibility. However, interoperability among different vendors remains a challenge in the UC industry. Partnerships, common protocols, and open application programming interfaces (APIs) have alleviated this issue somewhat.

Challenges of Implementing Unified Communications Solutions

Implementing unified communications solutions has its challenges. 

The process involves consolidating various communication channels into a unified platform, which requires technical expertise and meticulous planning. Ensuring seamless integration of disparate systems like voice calls, emails, instant messaging, and video conferencing can be complex. 

However, companies can navigate these challenges by partnering with internal communication specialists or trusted vendors such as AgilityPortal. 

AgilityPortal, for instance, can redirect Slack messages to an intranet portal instead of relying solely on emails and having employees log in to multiple UC applications. It can also offer extensive support during the integration process.

Security and privacy emerge as another critical concern for organizations embracing unified communications. The convergence of multiple communication channels onto a single platform underscores the importance of safeguarding sensitive information from unauthorized access and potential breaches. Robust security measures must be implemented to protect data transmission and storage within the unified communications system. While daunting, this challenge presents an opportunity for businesses to prioritize data security and adopt advanced encryption protocols, bolstering trust among clients and stakeholders.

Employee training and adoption represent yet another hurdle in implementing unified communications solutions. Introducing new tools to enhance collaboration and streamline communication processes necessitates thorough training for employees to familiarize themselves with the features and functionalities. Initial resistance to change may impede adoption; however, investing in comprehensive training programs can alleviate concerns and instill confidence in utilizing the new system effectively. 

By emphasizing the benefits of unified communication solutions, such as improved productivity and streamlined workflows, companies can inspire their workforce to embrace these technological advancements enthusiastically.

While challenges persist in implementing unified communications solutions, including integration issues, security concerns, and employee adoption hurdles, they also present opportunities for growth and development within larger organizations. 

By addressing these challenges head-on, businesses can pave the way for a more efficient and productive future, instilling a sense of optimism and motivation among business leaders. 

Unified Communications Software

​UCaaS, or Unified Communications as a Service, is not just another communication tool. It's a comprehensive solution that brings all your business communication needs under one roof. Unlike other platforms that require you to switch between apps for messaging, calling, video conferencing, and file sharing, UCaaS simplifies your workflow by consolidating everything into a single, cohesive system.

Here are some of the critical benefits of UCaaS:

• Convenience: With everything housed in one place, communication becomes more straightforward and faster. There's no need to switch between different apps to reach someone, making it easier to stay connected.
• Efficiency: Streamlined communication enhances teamwork and productivity. Integrating all tools means smoother workflows and less time wasted managing multiple systems.
• Cost-effectiveness: UCaaS is often more economical than maintaining separate systems for each communication channel. It reduces the expenses associated with software licenses, maintenance, and IT support.
• Flexibility: UCaaS tools can be accessed from any device with an internet connection. This makes it ideal for remote workers and ensures that your team can communicate and collaborate effectively, regardless of their location.

UCaaS is more than just a communication tool. It's a strategic investment that can significantly enhance communication and collaboration within your organization. By streamlining your communication processes, it can drive productivity and cost savings. If you're looking to modernize your communication infrastructure, UCaaS is a solution that's definitely worth considering.

The Different Types of Unified Communications platform

Considering integrating Unified Communications (UC) into your organization, it's essential to understand that there isn't a one-size-fits-all UC platform. Instead, UC consists of a suite of features and functionalities that can be tailored to meet the specific needs of your business. Here's an overview of the most common UC components: 

Core Features​ 

• Call Control: Manage all voice calls through a central interface. This includes making and receiving calls, transferring calls, placing callers on hold, and managing voicemail.
• Instant Messaging (IM): Facilitate real-time text-based communication between colleagues, allowing for quick information exchanges and decision-making.
• Presence: Display the availability status of users (online, offline, busy, in a call, etc.), enabling better communication planning and timing.
• Audio & Video Conferencing: Conduct virtual face-to-face meetings, breaking down geographical barriers and fostering better collaboration.
• File Sharing: Securely and easily share documents and other files among team members, enhancing collaboration and efficiency.

Advanced Features 

• Mobility: Extend UC functionalities to mobile devices, allowing employees to communicate and collaborate effectively while on the go.
• Desktop Sharing allows you to share your computer screen in real time with colleagues, which is useful for presentations, demonstrations, and troubleshooting.
• Business Process Integration (BPI): Integrate UC platforms with other business applications, such as CRM or ERP software, to streamline workflows and improve overall productivity.

Popular UC Platforms: The Best UC Platforms for 2024​

In today's competitive landscape, selecting the right Unified Communications platform can significantly enhance business communication and collaboration. To help you navigate the options, we've analyzed the top market leaders and identified the ultimate UC platforms to consider in 2024. Unified communications examples:

#1. Microsoft Teams

Microsoft Teams, a proprietary cloud communication app, is one of the most popular Unified Communications (UC) platforms available. It offers a comprehensive suite of features designed to enhance business communication and collaboration. Key unified communications services and features include:

• File Sharing: Securely share documents and files with colleagues, facilitating easy collaboration.
• Messaging: Real-time text-based communication for quick exchanges and efficient teamwork.
• Video and Voice Calling: High-quality video and voice calling capabilities for effective remote communication.
• Meetings and Events: Host virtual meetings and events, accommodating both small team meetings and large-scale webinars.
• Phone System Solutions: Choose between Microsoft's own phone system solutions or implement your own through Direct Routing and Operator Connect.
• XR Features:
  • Microsoft Mesh: Integrate mixed reality experiences for more immersive meetings.
  • Immersive Spaces: Create virtual spaces for enhanced remote collaboration.
• AI Support (Copilot for Teams):
  • Meeting Summaries: Automatically generate summaries of meetings.
  • Message Summaries: Summarize chat messages for quick reference.
  • Work Support: Access AI assistance within the workflow.
  • Scheduling Optimization: Improve meeting and task scheduling with AI insights.
• Integration with Business Apps: Seamlessly integrates with a wide range of other business applications and tools, enhancing productivity and streamlining workflows.

Microsoft Teams combines these features into a unified platform, making it a powerful tool for businesses looking to improve their communication and collaboration strategies.

#2.Zoom 

Zoom, a leading cloud-based communication app, is widely recognized for its robust Unified Communications (UC) capabilities. It offers a comprehensive set of features to support seamless business communication and collaboration. Key unified communications services and features include:

• Video and Voice Calling: High-definition video and voice calling for clear and effective communication.
• Meetings and Webinars: Host virtual meetings and webinars with advanced features such as breakout rooms, polls, and Q&A sessions.
• Messaging: Real-time chat functionality for instant communication and file sharing among team members.
• File Sharing: Securely share documents and files within meetings and chat, facilitating smooth collaboration.
• Virtual Backgrounds and Filters: Customize your meeting experience with virtual backgrounds and filters for a more professional or fun setting.
• Screen Sharing: Share your screen with participants to present documents, applications, or browser tabs in real-time.
• Recording and Transcription: Record meetings and webinars with the option for automatic transcription, making it easy to review and share content later.
• Zoom Phone: Integrated cloud phone system that offers call routing, auto-attendants, and voicemail, streamlining voice communications.
• Zoom Rooms: Dedicated hardware and software solutions to create seamless and high-quality video conferencing experiences in physical meeting spaces.
• Whiteboarding: Digital whiteboard feature for collaborative brainstorming and idea sharing during meetings.
• Integrations with Business Apps: Connect Zoom with a wide range of business applications, including CRM and project management tools, to enhance productivity and streamline workflows.

Zoom's extensive features make it a versatile and powerful platform for businesses looking to enhance their communication and collaboration efforts. Whether you need high-quality video conferencing, seamless messaging, or advanced meeting functionalities, Zoom provides a reliable solution for your UC needs.

#3.8X8 

8x8 offers a flexible Unified Communications (UC) platform that empowers companies to create an all-in-one solution for their communication needs. The 8x8 Experience Communications Platform integrates a variety of features to support comprehensive business communication and collaboration. Key features include:

• Integrated Contact Center: Combines voice, video, chat, and embeddable communications to enhance customer interactions and support.
• Business Phone Capabilities: Robust business phone system with features such as call handling, voicemail, and call routing.
• Team Chat: Real-time messaging for quick and efficient team communication.
• Video Conferencing: High-quality video conferencing for virtual meetings and collaboration.
• APIs for SMS, Voice, Video, and External Chat Apps: Comprehensive APIs to extend communication capabilities and integrate with other business applications.
• In-depth Insights and Analytics: Detailed analytics and reporting to monitor communication performance and gain actionable insights.
• Mobile App Accessibility: Access the 8x8 platform from mobile devices, ensuring seamless communication on the go.
• Flexible Deployment Options: Tailored deployment solutions to fit the specific needs and infrastructure of any business.
• AI-Generated Summaries for Meetings: Automatically generate summaries of meetings for easy reference and follow-up.
• Intuitive Analytics Dashboard for Team Supervisors: User-friendly dashboard that provides supervisors with real-time insights into team performance and communication metrics.

8x8's extensive features make it a versatile and powerful UC platform for businesses. Whether you need integrated contact center capabilities, comprehensive business phone solutions, or advanced video conferencing, 8x8 provides a reliable and flexible solution for all your communication needs.

#4.Webex by Cisco 

 Webex by Cisco is a leading Unified Communications (UC) platform that provides a comprehensive suite of tools designed to enhance business communication and collaboration. Key features include:

• Video Conferencing: High-definition video conferencing for virtual meetings, enabling clear and effective communication.
• Voice Calling: Robust voice calling features, including VoIP services and integrations with existing phone systems.
• Team Messaging: Real-time messaging for instant communication and collaboration among team members.
• File Sharing: Securely share documents and files within meetings and chat, facilitating easy collaboration.
• Webex Meetings: Host and join virtual meetings with advanced features like screen sharing, recording, and virtual backgrounds.
• Webex Events: Conduct large-scale webinars and virtual events with features such as attendee registration, Q&A, and polling.
• Webex Teams: A unified app for team collaboration, combining messaging, file sharing, and video meetings in one place.
• AI-Powered Features:
  • Real-Time Transcription: Automatically transcribe meetings for easy reference and follow-up.
  • Voice Commands: Use voice commands to control meeting functions and access information.
  • Noise Cancellation: AI-driven noise cancellation to ensure clear audio during meetings.
• Webex Calling: Cloud-based calling service that integrates with your existing phone infrastructure for seamless communication.
• Security and Compliance: Enterprise-grade security features, including end-to-end encryption and compliance with industry standards.
• Integration with Business Applications: Connect Webex with a wide range of business applications such as CRM, project management tools, and more to enhance productivity and streamline workflows.
• Webex Devices: A range of hardware solutions, including video conferencing systems and phones, optimized for use with Webex.
• Analytics and Insights: Detailed analytics and reporting to monitor and optimize communication performance.

Webex by Cisco offers a powerful and versatile platform for businesses looking to improve their communication and collaboration capabilities. With its extensive features and robust security, Webex is a reliable choice for organizations of all sizes.

Choosing the Right UC Platform

The best UC platform for your business will depend on several factors:

• Organization Size: Consider the scale of your operations and how the UC platform can support your team's needs.
• Communication Needs: Evaluate which communication types (voice, video, messaging) are most crucial for your teams.
• IT Infrastructure: Assess your existing IT setup and how the UC platform will integrate.

By carefully considering these aspects, you can select a UC platform that enhances communication and collaboration within your organization, ultimately driving productivity and efficiency.

Maintaining control of any UC

Managing a complex Unified Communications and Collaboration (UCC) ecosystem presents significant challenges, particularly when faced with manual execution and resource limitations. However, centralizing IT department management is imperative for security and operational efficiency. Emphasizing the crucial role of IT administrators in this process can empower them and make them integral to the successful implementation of UC solutions.

Conducting a comprehensive assessment serves as the foundation for tackling these challenges. Such an assessment entails identifying all applications within the ecosystem and understanding their purposes, features, and user groups (including regions, departments, teams, and dial groups). Additionally, integration with other applications, such as HR and finance software, IT service management platforms like ServiceNow, and call center applications, must be mapped out.

UC ecosystems are constantly in flux and driven by various factors. User demand for new tools and technologies is a significant driver, further fuelled by competition among major UC vendors who continuously introduce innovative features and solutions to meet evolving customer needs. 

Wrapping up

In summary, although unified communications solutions have challenges, their advantages are far more significant.

Embracing these solutions can significantly improve organizational communication and collaboration, resulting in higher productivity and efficiency. While issues such as integration problems, security risks, employee training needs, and infrastructure demands may arise initially, they can be addressed through meticulous planning and a forward-thinking attitude.

The future of business communication hinges on seamlessly integrating diverse channels and technologies into a single unified platform. Embracing this evolution will enable organizations to excel in an interconnected world.