How Unified Communications Works

Unified Communications and Collaboration software works by using high-speed Internet connection to send/receive data via the VoIP/SIP network instead of the standard PSTN. 

For example, when communicating via voice, the VoIP network converts vocal sounds into small data packets. These data packets then travel over the Internet to the recipient, and reassemble into decipherable words/sentences. 

Because the UcaaS provider manages the data center and backend (like server uptime and security) users avoid the expense of excess equipment.

Unified Communications technology lets users access several real-time communication channels on their preferred device within a single “unified” interface, as opposed to constantly having to switch between different applications and devices.

With Unified Communication and Collaboration systems, users can communicate internally and externally through:

  • Cloud-based voice telephony
  • Instant chat messaging
  • SMS texting from a dedicated business phone number
  • Video conference calls
  • Website live chat
  • Send and receive paperless fax
  • Interactive file and screen sharing
  • Virtual whiteboards

UCaaS is device agnostic, so users can connect via the unified app or any browser on their smartphones, desktop computers, laptops, tablets, and even smartwatches.

In addition to including many modes of communication, it’s also common for UCaaS applications to have customization options through API integrations that allow for interoperability with other popular platforms and services. For instance, a specific Unified Communications solution might let you incorporate activity from external locations such as Microsoft Office, Zendesk, or G Suite.

Small businesses are currently the fastest-growing sector of the Unified Communications (UC) market and adoption. According to a study from Ribbons Communications,  46% of businesses with 20 or fewer employees and 61% of companies with 21-100 team members that don’t already have a UCaaS system will purchase one by the end of 2021.

Given that Unified Communications systems can vastly improve team communication and collaboration, increase employee productivity, and offer major operational cost savings, the rising demand for them isn’t a surprise.

What is Unified Communications & How it Works?

Conversations are automatically synced across channels and devices, meaning users can start a conversation on one channel, like SMS texting, and finish it on another, like social media messaging, without missing a beat. 

UCaaS streamlines business communication and offers increased flexibility for both customers and employees by offering multiple modes of communication (often with advanced features)  within a single platform.


Top Unified Communication Systems & Vendors for 2022

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Unified Phone, Messaging, Collaboration, Ticketing, CRM
Auto Attendant routes inbound calls to the right teams quickly
Voice calling and video conferencing with HD call quality
Mobile and desktop app to stay connected with teams and customers remotely
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RingCentral MVP Offers Flexibility and Scalability To Create Collaborative Cultures
Secure solution that can be deployed and scaled up or down in minutes
Team members can work from anywhere on any desktop or mobile device
Integrates voice, video, team messaging, and a host of business apps
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Unify Voice, Meetings, and Chat Into One Simple Solution
Crystal-clear call quality with secure, encrypted cloud communications
HD video and audio, calendar integration and built-in collaboration tools
Video webinars for up to 50,000 people and 100+ interactive video panelists
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VBC Activates Conversations Worldwide Across Voice, SMS, social, video and more.
99.999% uptime reliability and Quality of Service (QoS)
Powerful and flexible with 50+ business phone features
Supported in 40 + countries and 96+ world numbers for local inbound calling
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Move Quickly and Seamlessly Between Conversations and Channels in One Platform
Built-in AI transcribes calls, analyzes sentiment and creates call summaries
Analytics that give perfect visibility into usage and adoption across global offices
Web Portal for administrators to setup and manage the platform
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Integrated Contact Center, Voice, Video, Chat, and APIs
AI-powered workflows for every interaction
HD video with desktop and mobile screen-sharing
Single deployment workflow for business and contact center users
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Multiexperience Collaboration That Crosses Devices, Touchpoints, and Modalities
Flexible subscription models designed to meet unique business needs
Screen sharing, video, voice, chat, organizational tools and more
AI-based innovation such as multiple presenter video overlay
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A Cloud Phone System with Messaging, Video, and Meetings Built In
Deploy quickly across teams and time zones with super-simple setup
Top-of-the-line security and adherence to standards like SOC 2 Type II, GDPR
Integrates easily with Slack, Outlook, Salesforce, Microsoft Teams and more
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Intuitive, All-In-One Unified Communications Platform
Built on a cutting-edge cloud voice architecture
Enterprise-grade HD audio and video conferencing for meetings with up to 1,000
Cloud contact center solutions to meet a variety of needs
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Benefits Unified Communications

Here are some benefits of switching to Unified Communications systems:

  • Greater flexibility during rapid growth or downsizing
  • Access to advanced features and capabilities
  • Supplements in-house IT/telecom staff
  • In-house IT/telecom staff can be re-assigned to more strategic tasks
  • Easy integration of multi-vendor products and solutions
  • Supports a dispersed workforce

Aside from the convenience of being able to access all modes of communication within a single app, the biggest benefits of Unified Communications are the incredible cost and time savings it offers.

According to research from Cisco and Nemertes, UCaaS saves the average company:

  • 30-50 minutes daily per employee
  • 5 hours per week on telephony IT support
  • 40 minutes of employee travel time per day
  • $1,727/month on cell phone and long-distance charges
  • $1,700 monthly savings in employee travel costs
  • 27% on meeting times
  • 24.3% on IT spending


Additional benefits of Unified Communications include:

  • Faster support resolution time
  • A better overall quality of customer service
  • Allows for mobile and remote work
  • Communicating with customers on their preferred channels
  • Ability to seamlessly switch between communication channels
  • Improved internal communication provinces time-consuming miscommunications
  • A higher level of team collaboration increases productivity
  • Fewer administrative headaches as all communication needs are taken care of by one provider
  • Improved accountability in the workplace
  • Valuable insights and analytics into customer and employee behavior
  • Scalable communication APIs


Unified Communications Essential Features


Below, we’ll cover the most important communication channels and additional UCaaS features to look for.


UCaaS Features


VoIP Audio Calling

Because users make phone calls over the Internet as opposed to via the PSTN, IP telephony solutions provide unlimited local and long-distance calling and reduced rates for international calls. By making the switch from standard landlines to VoIP telephony, companies can reduce monthly telecom bills by more than half.

Admins can create toll-free vanity numbers, local business phone numbers, and user/department extensions.


Web Conferencing

Especially given the rise in the remote workforce, face-to-face video meetings are one of the most important channels of communication.

Blended teams can communicate with each other quickly, switch between devices during video calls, schedule meetings ahead of time, or start ad hoc meetings from the instant messaging interface.


Unified Messaging

Unified Messaging allows real-time communication across several messaging platforms, including chat messaging, SMS text messaging, social media messaging, and MMS messaging.

Because messages are synched within the singular Unified Communications interface, conversations can seamlessly transition from one messaging channel to another.

Chat messaging can be used as a standalone communication channel or in conjunction with a video conference.

Users can send/receive public and private chat messages, create channels for departments, teams, or projects, and upload files in the chat interface. Agent status updates allow users to see who is currently available/online, away, offline completely, or has enabled Do Not Disturb.

In addition to allowing users to send/receive individual messages from their desktop computers and mobile devices, business SMS texting makes sending mass marketing messages much easier. Many UCaaS platforms also allow for messages on Facebook Messenger, WhatsApp, and Instagram Messaging in addition to other social media platforms.

The UCaaS tool will automatically synch conversation histories across devices and communication channels to prevent customers and co-workers from having to repeat themselves.


Team Collaboration Tools

UCaaS team collaboration tools like real-time team chat messaging, live file editing and version control prevent miscommunications and let users send/receive quick answers and updates without the need for constant emails.

Basic task management functionalities make team member expectations clear, simplify keeping up with deadlines and multiple projects, and help to identify workflow roadblocks.

Digital whiteboards let users collaborate on ideas and concepts and help to keep track of key points in meetings, while screen-sharing tools ensure everyone is on the same page through more hands-on communication.


Virtual Faxing

UCaaS platforms also offer virtual faxing, where users send/receive faxes via email as opposed to fax machines.

End users will receive faxes even if they’re on the phone when the fax comes in. They can also store previous faxes within the tier UC system and get notifications when a fax has been delivered.



Though some Unified Communications platforms have basic CRM and project management features, their goal is not to replace your current third-party business software, but rather to integrate with it.

Unified Communications integrates within preferred CRM software (like Salesforce) or project management and collaboration apps (Microsoft Teams, Avaya, etc.) into one interface without having to switch from one application to another.

Unified Communications app marketplaces let users choose tools to integrate with the platform, providing a highly customizable experience.


Unified Communications Use Cases by Industry

Now, let’s take a look at some more specific UCaaS use cases by industry or business.


Within the healthcare industry, Unified Communications is used to:

  • Offer HIPAA-compliant telemedicine and telehealth services to patients
  • Unite a patient’s entire care team
  • Provide instant access to patient forms, medical history, etc.
  • Access real-time patient data from IoT healthcare devices (heart monitors, etc.)


Retail and eCommerce

UCaaS in the retail and eCommerce worlds:

  • Lets customers place, pay for, and pick up orders via SMS text messaging, or other channels
  • Allows for customer self-service or personalized customer service through IVR phone systems
  • Lets customers track the live location and shipping status of orders
  • Lets in-person and online salespeople check current stock or use knowledge bases/wikis to provide additional information to customers



In the manufacturing industry, UC services help to:

  • Improve the supply chain management process by allowing vendors, suppliers, distributors, etc. to communicate with each other
  • Alert entire teams/departments in the event of a mechanical failure or delay in shipments, etc.
  • Get production and shipment updates
  • Work with teams to improve business processes and the product development process



Within the education sector, Unified Communications is used to:

  • Instantly message the entire campus in the event of an emergency
  • Connect faculty and departments to coordinate events, discuss student progress, develop curriculum, etc.
  • Update students about assignments, grades, class schedules, syllabi, etc.
  • Offer students a complete virtual classroom experience


Home Services Providers

With home services providers like pest control experts, landscapers, plumbers, or electricians, UC solutions can:

  • Let customers book, reschedule, cancel, or receive notifications for upcoming appointments
  • Simplify the technician scheduling process to ensure certain techs aren’t overwhelmed while others are underused
  • Provide a direct line of communication between the technician and homeowner without compromising phone number privacy
  • Send customer surveys and collect responses/feedback


How to Get Started with Unified Communications: Profile Existing Setup

The first step to the entire process is to of course understand what you currently have. Take the time to profile your entire existing communications setup, as well as some basic information about your internal and external forms of communication.  From here, you can begin to shape an idea of how your business is currently operating and what the logistical needs might be.

Generally, you want to make note of:

  • Current and future locations
  • The number of end-users in total, and at each location
  • Existing provider contracts and agreements for both equipment, and service
  • Existing hardware and equipment – desk phones, mobile phones, network architecture like modems, routers, switches
  • Inventory and understand your existing LAN or WAN networks, and network security including any firewalls
  • Current network traffic and utilization levels – an important step to help understand if your business must upgrade their network, or prevent any common hosted PBX implementation issues, or
  • Any existing collaboration tools used by current teams – email, video conferencing solutions, chat apps


What to Look For in a Unified Communications Provider

There are several equally important ways to evaluate UCaaS providers.

Cloud-UC means that the service provider hosts your services within their own data centers. Your provider should offer a minimum guaranteed uptime of 99.99%.

Ask how the company maintains that uptime, how they notify users in the event of a problem, and the average response and resolution time to system problems. Look at what types of maintenance and repairs are included as the company’s responsibility in your contract, and which ones you’re expected to manage and pay for on your own.

Finally, make sure the platform integrates with your most essential business software.

Remember, a Unified Communications system isn’t necessarily meant to replace all your existing third-party applications — and your team members may feel more comfortable still working on platforms they know how to use.

Additional signs of a superior UCaaS system include:

  • Interoperability with current hardware or compatible hardware available for purchase (headsets, desk phones, etc.)
  • Installation process
  • Available add-on features
  • User training
  • Compatible and complete mobile app
  • Positive user experience
  • User-friendly interface
  • 24/7 customer service and support
  • Phased migration from your existing system to the new provider platform
  • Ease of use
  • SLA and Security Compliance (PCI, HIPAA, GDPR, etc.)
  • Service configurations


Now that you know what Unified Communications and collaboration solutions can offer your business, it’s time to start researching top providers.

The below comparison table provides an excellent starting point, outlining top UC solutions, pricing, top features, and more.


Vendor Nextiva Zoom
Solution Nextiva ONE RingCentral MVP GoToEnterprise  Vonage Cloud Zoom United
Pricing Four paid plans from $18.95-$57.95/user per month for 20-99 users Four plaid plans from $19.99-$49.99/user per month for up to 10 users Three paid plans from $24.00-$39.00/user per month for up to 10 users  Three paid plans, with popular plan of up to 49 users from $14.99-$34.99/user per month Three paid plans from $250.00-$360.00/user per year
What It Is A cloud-based UCaaS system with voice, fax, video, and team chat especially focused on VoIP voice communication A cloud UCaaS platform combining team messaging, SMS texting, video meetings, and phone communications with industry-specific integrations A UCaaS solution that combines GoToConnect, GoToWebinar, GoToMeeting, and more in a single platform  A highly scalable cloud-based UCaaS platform with phone, video, SMS messaging, team chat, and online faxing features with over 50 native VoIP features A combined Zoom Video Meetings, Zoom Phone, and team chat UCaaS solution for 1,000+users
Top Features
  • Call Pop
  • NextOS CRM
  • Unlimited video for up to 200 participants
  • Caller AI
  • Up to 1,000 audio conference attendees
  • Advanced Call Delegation
  • Advanced analytics and reporting
  • Local numbers in over 200 area codes
  • User-friendly Dialplan Editor 
  • Pre-call announcements
  • Webinars for up to 3,000 attendees
  • Never Miss A Call VoIP tool suite 
  • Advanced company-wide or on-demand call recording features 
  • AI Conversation Analyzer 
  • Zoom Breakout Rooms
  • Unlimited local and cloud recording
  • Unlimited local calling in 40+ countries 
Best For SMBs with a high daily call volume and a high number of geographically diverse remote/blended teams  Medium-sized businesses within the education, tech, or manufacturing industries  that communicate primarily via phone Larger-sized businesses that are rapidly growing and need a UCaaS system that offers a complete set of bundled features for internal and external communications SMBs of 50 or fewer employees that work mainly in-office, not remotely, that need to add features a la carte instead of purchasing bundled plans Small businesses that are current Zoom web conferencing users and need to upgrade to a UCaaS system with a primary focus on video communications 
More Info Nextiva UC Pricing & Plans RingCentral UC Pricing & Plans GoToConnect UC Pricing & Plans Vonage Cloud UC Pricing & Plans Zoom UC Pricing & Plans 


Is Unified Communications Right for Your Business?

Of course, we can’t exactly answer this question for you. The decision to adopt a cloud-delivered solution is not a light one and will require a lot of extra homework. Before jumping into the investment, your business should take a good, long, hard look at how your team and reps currently communicate, the cost associated with existing solutions, and the potential benefits that a new solution might bring.

Just because Unified Communications services latest trend, and these solutions seem compelling, doesn’t mean that your business is ready for that transformation, and you might suffice with a more basic business VoIP solution or Hosted PBX system.

Generally, UCaaS is a good fit for just about any business. We are quick to recommend Unified Communications solutions over legacy communication tools like basic phone calls and email, simply because of everything these platforms will bring to the table. However, jumping into a new solution without the right education could end up a recipe for disaster. The last thing you want to do is set out to improve business communications, but end up with a messy, complicated system that no one wants to even bother to learn to use.

Unified Communications and Collaboration solutions can absolutely revolutionize the way your business interacts, but it has to be ready for the digital transformation.


Test Drive Before You Commit

So you’ve profiled your existing network, you’ve tested your internet connection and infrastructure, you surveyed teams and end-users to understand exactly what it is you need, and you even went through the process of narrowing down your potential list of providers to 2 or 3.

Great, at this point you’re even closer to reaching a decision and transforming your business communications.

But if two Unified Communications systems vendors are so closely matched in what they can offer, that price doesn’t even come in as a factor, there’s not much else to do than go for a test drive. The whole idea can be compared to purchasing a car — most cars in the same segment will offer the same features, a competitive warranty, the same size. If looks and price aren’t enough to push you over the edge, then you need a test drive — you have to see what it will be like to use and live with the vehicle. And only on this test drive do potential shoppers understand what works and what doesn’t. Paper comparisons can only help so much.

UCaaS can be thought of in the same way — providers offer similar features, functions, service levels, customer service, and even pricing. But actually using the system is how you will know if it works for you and your team. Maybe, after a month, it turns out that no one has even touched online faxing, or business SMS texting, so why waste the extra cash? Most providers offer a money-back guarantee and at least a 30-day trial, and we encourage everyone to take advantage of these periods.

Test the system, let users play around and find what features work best, even stress test the system to see how it handles peak moments or panic situations.


Unified Communications FAQs

Below, we’ve answered some of the most common FAQs about Unified Communications.

As with any software subscription, UCaaS pricing depends on the number of users and the specific plan that you choose. Additional features will also incur extra charges. 

That being said, expect to pay anywhere from $15/mo/user from a company like Zoom, up to $39/mo/user from a company like RingCentral for a basic UCaaS system. 

Though compliance and security may vary according to provider, high-quality UCaaS systems will have: 

  • HIPAA compliance
  • PCI compliance
  • GDPR compliance
  • TLS and SRTP secure
  • Two-factor authentication
  • Third-party security testing 
  • Encrypted
  • Tier III data centers with SOC 2 certification 

VoIP (Voice over Internet Protocol) refers primarily to voice calling and audio conferencing. Though VoIP software is a part of UCaaS, not all VoIP systems will offer unified communications.

In most cases, yes, and you’ll likely sign a contract for a minimum of one year up to three years with the provider you select. That being said, an SLA is a good thing. It allows you to have written documentation of guaranteed uptimes, functionalities the tool must be able to complete, and other specifications. (Learn more in our SLA post.)

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