In today’s fast-paced business environment, effective communication is no longer a luxury – it’s a necessity. Organizations must implement better ways of collaborating and communicating to thrive and avoid damaging customer and employee experiences. But for businesses still using disconnected communication systems, it’s not that simple – silos hamper collaboration, reduce productivity and frustrate users.
Unified Communications (UC) is the answer to overcoming communication challenges. In this blog we’re going to answer some common questions about the solution, exploring what it is, where it came from, and how you can bring its benefits to your business.
What is Unified Communications?
UC encompasses multiple enterprise communication tools, both real-time and not, and unites them in a single, streamlined platform.
What is Unified Communications as a Service (UCaaS)?
A UCaaS platform takes UC to the next level by putting it in the cloud. It allows businesses to access UC solutions as a subscription-based service, often through a third-party service provider. One of the biggest advantages of UCaaS is that its tools can be accessed from any compatible device that has an internet connection, making it ideal for hybrid teams. If you’d like to learn more about UCaaS, explore our blog post on the 10 reasons to choose Unified Communications for your business here.
Key differences between UC and UCaaS
| Traditional UC | UCaaS |
|---|---|
| On-prem infrastructure | Cloud-based delivery |
| Upfront costs | Subscription pricing |
| Internal IT management | Provider-managed service |
| Limited scalability | Instantly scalable |
With the cloud as its foundation, UCaaS also offers flexible deployment models, allowing businesses to choose between:
- Public cloud: This is lower cost and offers faster deployment but relies on shared infrastructure and standard feature sets. For example, a small business may access Microsoft Teams via a Microsoft 365 subscription for entry-level costs and rapid setup, but it will be tied to a standard suite of features that come with the application by default.
- Private cloud: This provides a dedicated infrastructure, customization options, and enhanced security – but it comes at a higher cost.
- Hybrid cloud: Combining a blend of public and private cloud features, allowing for gradual migration, regulatory compliance, and granular management.
What are the features of UC/UCaaS?
UC tools and features can include a wide range of capabilities designed to enhance communication and collaboration, such as:
- Voice calling
- HD voice quality
- Call forwarding and routing
- Voicemail-to-email transcription
- Auto-attendant and Interactive Voice Response (IVR)
- Conference calling
- Mobile and desktop voicemail access
- Video conferencing
- Screen sharing and desktop control
- Recording and playback
- Virtual backgrounds
- Breakout rooms
- Interactive whiteboards
- Instant messaging and presence
- Real-time messaging
- Group chats and channels
- File sharing
- Presence indicators (available, busy, away)
- Message history and search
- Collaboration tools:
- Document collaboration
- Content sharing
- Shared workspaces
- Project management
- Calendar and scheduling
- Email communication
- Centralized inboxes
- Calendar integration
- Threaded conversations and smart replies
- Shared mailboxes and delegation
- Secure messaging and encryption
- Email-to-chat escalation
These features typically enable:
- Integration: A UC solution makes sure all communication tools work seamlessly together in a single interface, often integrating with third-party apps.
- Device-agnostic operations: All tools are accessible from any compatible device, including desktop, laptop, tablet, and smartphones.
- Real-time switching: Allowing users to switch between communication tools in a single session.
- Consistent experiences: With the same functionality available across all devices and locations.
- Better collaboration: Reduced silos and improved decision-making lead to more efficient workflows for teams and better experiences for customers.
What is the traditional way of bringing UC to a business?
When working with a traditional UC deployment, without specialist support from a UC partner, there are some important technical requirements to consider, including:
Backend components like:
- An IP-based network
- VoIP-enabled devices
Network infrastructure that features:
- Reliable internet (100 Mbps minimum recommended)
- Quality of Service configuration
- Bandwidth management
- Network security measures
- Session Border Controllers
Frontend components such as:
- Desktop and mobile applications
- Desktop softphones
- Web-based clients
- Hardware IP phones
Integration APIs, for example:
- Customer Relationship Management software integration
- Email system connectivity
- Calendar synchronization
- Third-party app connections
Additional components – for advanced setups
If multi-party video or conference bridging is needed, a multipoint control unit might even be required.
This may seem like a lot – and potentially a little overwhelming. But a UC specialist like Sipcom can take care of these steps for you, streamlining setup and helping your businesses to move forward at pace.
What does an example deployment plan look like?
Every business is unique, so your deployment plan may look a little different from the one outlined here. However, this serves as a solid example of a standard UC integration and can be a useful guide when planning your next steps.
Weeks 1-4: Assess and define your needs
Start by understanding where you are today and what you need to achieve.
Conduct a current state analysis:
- Take inventory of your existing tools
- Review your current network infrastructure
- Gather user pain points and requests
Define your business requirements:
- Clarify your objectives
- Establish success metrics
- Determine integration requirements
- Set clear budget parameters
Weeks 5–8: Select your solution and plan ahead
With a clear picture of your needs, begin evaluating potential solutions and planning for technology upgrades.
Start your solution selection process:
- Evaluate vendors
- Request detailed proposals
- Conduct proof-of-concept testing
- Evaluate security and compliance features (more on this later in the blog)
- Assess vendor support and service levels
Plan your technology upgrades:
- Complete a network readiness assessment
- Calculate bandwidth requirements
- Design your security architecture
- Begin integration planning
Weeks 9–12: Prepare for launch
Now it’s time to get your infrastructure and people ready.
Prepare your infrastructure:
- Optimize your network
- Implement required security features
- Ensure all users have appropriate access
- Configure integration processes
Implement change-management processes:
- Develop user training programs
- Plan internal communication strategies
- Create a detailed rollout schedule
Weeks 13–16: Roll out and refine
Launch your UC solution in phases to reduce risk and gather feedback.
Execute a phased rollout:
- Deploy to pilot groups first
- Collect feedback and refine your strategy
- Deploy department by department
- Move to a full organization-wide release
Provide ongoing support:
- Offer regular user training sessions
- Maintain technical support availability
- Monitor performance closely
- Commit to continuous improvement
Are there any security considerations for UC?
It’s always a good idea to consider security carefully when planning a UC rollout. For example, you’ll need to determine whether there are end-to-end encryption, data sovereignty, or compliance requirements – such as GDPR or HIPAA – that must be met. Your business may also have its own data retention policies or audit trail conditions to fulfill.
When choosing your vendor, you should evaluate them based on security, as well as solutions, checking for:
- SOC 2 compliance verification
- Penetration testing results
- Security certification validation
- Incident response capabilities
Once you’ve selected a vendor, make sure your chosen UC system includes strong security measures. At a minimum, it should provide DDoS protection, proper firewall configuration, VPN integration, and intrusion detection systems to safeguard your communications and data.
When you’re ready to deploy, mitigate risks and further strengthen your security posture by implementing multi-factor authentication, regular security assessments, employee security training and comprehensive incident response procedures to keep your UC environment protected.
Examples of UC in action
UC has huge potential to transform operations across industries. For instance, a global manufacturing company could use UC to connect engineering teams in real time, speeding up product development while delivering enhanced customer support across multiple time zones. In healthcare, UC simplifies telemedicine consultations and ensures secure communication between doctors and specialists, improving patient care and collaboration. While in the world of professional services, a law firm could provide seamless client communication and enable secure document collaboration across its teams, boosting both efficiency and client trust. See how Sipcom transformed global manufacturing operations.
Ready to transform with UC?
Success with UC depends on careful planning, proper implementation and ongoing optimization. At Sipcom, we can help you every step of the way. We’re here to provide you with the expertise and resources you need to deploy UC successfully – no matter the size of your business.
If you’d like to know more, get in touch and our UC specialists will help you get started.
Are you a channel partner looking to sell UC?
We will help you build your expertise and create a UC offering your customers will love.
Visit our partner page to discover the benefits of working with Sipcom.
Frequently asked questions about UC
What is meant by UC?
Unified Communications refers to the joining together of multiple communication channels and technologies into a single platform.
What is an example of UC?
An employee receives an instant message asking for a meeting, instead of replying in text, they click a button to create a voice call with the sender. During the call, they share their screen and follow up afterwards by sending a file with notes to their team member. All of this happens within the same platform and without switching applications.
What are the three main components of UC?
The three essential components of UC solutions are voice calling, video conferencing, and team collaboration tools.
What does a UC specialist do?
A UC specialist designs, implements, and manages an organization’s UC infrastructure, handling everything from implementation and optimization to training and support, security management and vendor coordination.
