What is unified communications & how does it work?

There’s nothing worse than missing messages, wasting time searching for a random email, or having to repeat yourself multiple times across multiple platforms. Not only that, but accessing tools when working remotely can be a bit of a headache – enter unified communications tools: the future of collaborative working.

Combine every tool you need to get your work done into one place, making it easy to access emails, set up calls, and work together in one, integrated program that can be accessed from everywhere. 

Learn more about unified communications services to see if it’s the right fit for your business (spoiler alert, it probably is!)

What is unified communications (UCaaS)?

Unified communications, also known as UCaaS (unified communications as as service), refers to a service where different forms of communication tools interact and collaborate in real-time over an internet connection. It means all of your video calls, instant messaging, phone calls, and emails can all communicate seamlessly which in turn can enhance efficiency and productivity and provide a better user experience for the customer or client. There’s nothing worse than having to repeat yourself across multiple platforms and service providers, UCaaS helps eliminate time wasting. 

How does unified communications work?

“Unified communications” is an umbrella term for the integration of multiple communication tools into one platform. It combines everything you need into a single, streamlined interface so you have everything in one place – easy to use and easily accessible.

Your UCaaS service will be supported by a back-end management system to facilitate the integration between communication tools. The service can be provided to a premises or on a public or private cloud. 

Why is unified communication important?

If you find yourself or your team spending too much time trying to navigate between different communication systems (which can result in duplicated, mixed, or missed messages, slower-running tech, and wasted time), then implementing a unified communications service is the answer. 

A UCaaS service collates all of your communication channels into one place, meaning less wasted time, less delayed or repeated messages, and better-connected calls. It will also keep all classified documents and information in one place and create a better environment for hybrid working.

The different tools available in unified communications

The range of tools available in a unified communications package are varied and you will often be able to pick and choose which ones you need to have on your platform. 

The suite of tools that a UCaaS platform might offer includes (but is not limited to):

  • Email.
  • Instant messaging.
  • Text messaging.
  • Telephony (fixed line, mobile, or VoIP)
  • Voicemail.
  • Screen sharing.
  • Audio transcription.
  • Conference calls.
  • Video conferencing and room-based video conferencing.
  • Web conferencing, virtual meeting spaces, and interactive whiteboards.
  • Calendars, scheduling, and other personal assistant functions.
  • Social Media
  • File management and storage.

Benefits of unified communications


Unified communications work across multiple different platforms and media. Access files, video calls, voice calls, and instant messaging within a single, easy-to-use interface. 

Easy to integrate

It only takes minutes to set up your communications tools. Not only that but you can easily add and remove users as needed for a smooth integration across the business. 

Supports flexible working

Because it is a simple-to-use interface with a single login, you can easily support flexible and hybrid working. With unified communication technologies, employees can work from the office, their home, or even the road using a variety of devices, from desktop and laptop computers to mobile devices – as long as they have an internet connection.

Easier team collaboration

Because all of your communication tools can be found in one place, you can expect to see easier collaboration between teams and colleagues. Communicate with clients, share files, and arrange meetings faster and easier. 

Unified communications and collaboration: What UcaaS can do for your business

Communication and collaboration are two words that are often used interchangeably but which actually mean very different things when it comes to business. Unified communication tools can actually improve both of these things at the same time. 

A well integrated UCaaS tool will help to improve communication between team members with the email, call, and instant messaging tools but will also encourage better collaboration with its shared document and slides editing capacity or virtual whiteboards – helping them reach the same goals and complete projects together. 

While communication can exist without collaboration, collaboration is impossible without good communication.

Considerations to explore before purchasing a unified communications system

There are some considerations to take into account before you decide to integrate a UCaaS system into your business. 

The largest one is security related. One of the hardest things to accomplish when using a unified communications system is to keep track of users’ identities, access, and securing data. Because the whole point of a UCaaS system is to connect staff from different locations on an array of different networks, making sure each access point is secure can become a challenge. 

Additionally, because of this, it means that you are putting your security into the hands of a third party vendor. This means you need to vet and research your chosen UCaaS provider thoroughly before making the commitment. 

You can take a few steps to ensure that your and your colleagues are practising good access management by:

  • Granting granular access – Define user roles and levels of authorisation to limit access to sensitive data.
  • Keep audit trail – Track which users are accessing an API and how they are doing it to help monitor suspicious activity.
  • Encrypt your data – Make sure you inquire about your service provider’s level of encryption.
  • Improve security awareness – Employees should understand the importance of data security and practise good security habits, such as creating strong passwords and using trusted networks when working. 

Why choose Officeology for your unified communication system?

At Officeology, we pair with leading unified communications providers to bring you the best and most reliable communications solution. Integrate all of your communication apps and channels into one place, allowing employees to have all the information they need, on any device they choose, no matter where they are. 

Get in touch

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