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Benefits of Unified Communications Technology

April 16, 2019 / Evolve IP

Unified communications technology improves productivity, reduces costs, enhances customer service and increases revenue. Learn more about the benefits of UC.

Making life simpler and more convenient is always appealing. When you can do this in a business setting, in particular, there can be many benefits for efficiency, earnings, and employee engagement too. Here are several things you should know about the many ways unified communications technology helps streamline processes.

 

What is Unified Communications?

Unified Communications (UC), or unified communications and collaboration (UCC), brings together all of the communications tools your business may be using today in a single platform. More than simply replacing one phone system with a new solution, the move to UC offers your organization improved access to:

  • Voice and telephony, including mobility support
  • Meeting solutions – audio conferencing, video conferencing and web conferencing
  • Messaging – email with voice mail and unified messaging
  • Clients – including desktop clients and thin browser clients
  • Communications-enabled applications – For example, integrated contact centers, communications platform as a service and work stream collaboration

Briefly, a UC solution is a single integrated platform allowing your users to collaborate more effectively in a multichannel environment. Streamlining communications among devices and people, UC enables efficient communication in whatever matter works at that moment, but with everyone on the same platform.

One more distinction to consider: UC typically refers to on-premise solutions while Unified Communications as a Service (UCaaS) sees your business selecting a cloud-delivered solution.

Gartner predicts UCaaS user spending, which reached $1.5 billion in 2017, will continue to increase and reach $2.8 billion by 2021.

 

Why Unified Communications?

A UC solution offers several core benefits:

  • Improved productivity
  • Reduced costs
  • Enhanced customer service
  • Increased revenue

Those sound good right? Let’s look at them in more detail to help you make your case.

Productivity — Communication is the lifeblood of your organization. With UC allowing employees to see the status of their co-workers in real time, using presence, the technology helps cut down on wasted time. Also, the UC solution can help team members see on which channels the individual is available for collaboration in order to choose the best one for the task at hand. For instance, this might be IM or video conferencing, and the same UC solution can handle the best choice.

Additionally, UC is consistently accessible from office desks, other locations at your business where work gets done, and from mobile locations. Thus, your team members can seamlessly communicate and collaborate wherever they may be at a given time of day. No matter when your users need to meet, the platform is available.

Cost Savings — Combining multiple communication functionalities in a single integrated platform can see businesses decrease spending on premises-based telephony and messaging, and eliminate the need for chat and video services too. At the same time, a cloud-based UC solution can put enterprise-level efficiency and professionalism within reach of the smallest business budget — and the technology can be easily scaled up and down to meet business need.

Let’s consider also the advantages for your IT department. Yes, they will be the ones responsible for deploying the platform, but with just one common environment to roll out they can save time and effort. At the same time, a cloud-based UC provider can take over responsibility for monitoring network usage and managing security.

Comparing Phone Systems?

Not sure which phone system is right for you? We’ve created this comprehensive comparison tool to help you decide the right phone systems provider based on the business needs and features that you need most.

Enhanced Customer Service — We mentioned already an advantage of presence — that your internal employees can quickly see who is available at a given moment. This can also help your communications with external users. After all, if someone wants to forward a call to another department, they can do so knowing that an individual is there and available, which reduces the customers’ wait time and saves them from having to leave messages. Or, more simply, with UC it becomes easier for an individual to reach out to a fellow team member on a separate channel — while still on the call with the customer — for the needed answer or information.

The efficiency of shared calendar access, instant messaging, and specific call routing tools are just the beginning of the benefits of UC. It’s also easy for employees to move throughout the organization (and off-site) without their customers detecting any difference. Extensions might be temporarily reassigned from a Seattle office to a Sedona one, with any desk phone (or even mobile phone) appearing to be the same direct line the customer usually calls.

Increased Revenue — UC is a technology that speeds up response time, boosts employee productivity, and improves customer loyalty — all of which are key to increased revenues.

Further, with the ability to save messages, contact center recordings, and conference calls, your business gains the ability to improve processes and better protect itself from legal or compliance concerns. With the insights gained from UC dashboard reporting, your leaders can also identify trends, opportunities for training, and possible pitfalls to avoid.

Categories: Unified Communications
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Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

 
 
What Our Clients Say
  • “High-level technology, better compliance, cybersecurity, and communication capabilities are expected of all providers of financial services, regardless of size. With the rate of change and costs involved, it is difficult for any size credit union to keep pace. So when we were looking for a cloud technology partner, we emphasized the need to provide to our members with technology solutions that help them compete with larger banks and financial institutions, at a cost they can afford. Evolve IP offers all that, plus broad financial services industry experience and a pedigree of providing first-rate service to support growth and continually enhance the entire member experience.”

    David Frankil, Chairman of the NJCUL Services Corporation and President/CEO of the New Jersey Credit Union League

  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

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What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.

Gartner

We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.

HITRUST

Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.

HIPPA

The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.

Forbes

While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.

Inc.

Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.

CSA STAR

Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype, Salesforce.com, YouTube, Palo Alto Networks and eBay would change the way we live and work.

Entrepreneur

Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

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