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unified communications software

Unified Communications Software

A Software Unified Communications also commonly referred to as a cloud call center does more than a traditional call center. Cloud-based call center software embraces communication platforms such as email; text messages, social media, and live chat as mentioned earlier. Managing multiple support requests from so many communication platforms can be daunting as well as demanding. However, when you work with the best Cloud Call Center Software providers you have an effective all-in-one solution at hand.

The technology is known as unified communication. A cloud phone contact center is a software package that includes a number of tools and applications that work together over the internet to create a unified hub that helps remote cloud call center reps address and resolves all inbound and outbound customer interactions via multiple channels such as phone calls, web, email, chat, and social media platforms such as Instagram and Facebook.

When you install Unified Communications software, your clients will be able to contact a Customer Support Agent over a variety of channels, including phone, chatbot, social media, email, Whatsapp, and more. The contact is routed to a relevant Customer Support Executive who has expertise managing similar issues and can resolve it quickly, based on the nature of the inquiry (through in-built AI algorithms).

The team today seeks flexibility in the way that it exchanges ideas and collaborates with fellow team members, and you can find all these in unified communications software. Switching to a Unified Communications solution offers proven assurance of higher scalability, improved efficiency, and reduction in the company’s recurring expenditure. Ever since the launch, organizations, both medium and small have been keen and fast on the uptake of the cloud software solutions concept. Be it Cloud Contact Centers in Philippines or UK, they’ve become an ideal choice for businesses looking to optimize their customer base and service practices and attain maximum efficiency. Not to forget offering their customers the highest level of satisfaction.

How does unified communication work?

A unified communications environment is frequently supported by one or more back-end management systems, usually referred to as “UC platforms,” that enable service integration as well as the front-end clients that provide access. A web conferencing system would use an audio conferencing system, which is based on an Internet Protocol telephony platform, whereas a unified messaging client would allow click-to-talk, click-to-chat, or click-to-video functionality.

The Benefits of Unified Communications

Everything your employees require to communicate, discuss, and collaborate on ideas is gathered in one convenient interface by the ideal UC platform. Specific technologies, like video conferencing, are also associated with lower travel expenses, increased productivity, more adaptability, and improved engagement. Employees can work from the office, their homes, or the road using a number of devices, including desktop and laptop computers and mobile devices, thanks to unified communication technologies.

The following benefits are noted for unified communication technologies:

  1. Better productivity:

    Teams are free to communicate using whatever method or technology they find most comfortable.

  2. Reduced costs:

    UC systems enable businesses to go from a capex model to an OpEx approach with lower upfront costs because they run on the cloud.

  3. Stronger performance:

    Employees can instantly connect with one another and work together to solve problems for customers, which will help your company’s reputation.

  4. Enhanced user experience:

    By allowing workers more freedom to work how they wish, a solid UC strategy can delight your staff and even lower turnover in your company.

Components of unified communications

The following components are offered in a unified communication platform:

  • email

  • text messaging

  • chat

  • mobility

  • real-time presence

  • Telephony (fixed line, mobile, and VoIP)

  • voicemail

  • screen sharing

  • audio transcription

  • audio conferencing

  • video conferencing

  • web conferencing

  • calendars

  • enterprise social networking and collaboration platforms

The following elements may be present in a robust communication system’s back end:

  • a single- or multi-vendor unified communications platform or server;

  • a conventional, IP-based, or cloud-based private branch exchange;

  • gadgets like phones, headsets, cameras, and microphones that are also user-facing tools;

  • Gateways for corporate communications, such as session border controllers

  • a video bridge or multipoint control device for video conferencing with three or more endpoints

How to Choose Service Desk Software

Omnichannel customer experience is unique and certainly gives your business a competitive edge. In the contemporary and dynamic corporate climate, it is an essential tool. When you reach out to a professional call center software provider, they will ideally ask you questions or collect information that will help them to index the profile of your customer. This information will guide you to include features in your cloud contact center.

You ought to find the right contact center software that will meet the need of your customer. You may need to take stock of data that will tell you what channels your customers use or would like to use to get through to you. Those channels may include Twitter, SMS, WhatsApp, etc. You can use this information to help you decide which features to add to your cloud-based contact center.

Brings Down Costs

By merging cloud computing with UC, businesses can cut down on the huge capital cost required for setting up hardware, assigning space for it, and employing engineers to maintain the system. With the new system, you have to pay per user, and it is scalable. An integrated system offers information to everyone with the click of a button, saving a lot of communication and time in the process.

Unified communication continues to improve and evolve, and it continues to offer benefits that go beyond better productivity, efficiency, and collaboration to better connect remote workers and integrate communications into business processes. Businesses that consider merging cloud services with unified communications find that the outcome is something else.

If you are contemplating shifting to a smarter system to simplify your business workflow, do consider taking advantage of unified communications in the cloud.

Enterprise Ready & Easy-to-Use Software


Regardless of your team size, we provide a secure enterprise level solution at an affordable, SME price point.



With data centers located across North America, Europe, and Asia, Telerain’s global redundant cloud infrastructure with 99.9995% uptime provides the ease of mind to scale and grow your business.



Support blended multimedia agent interactions in one place with functionality designed for Voice, Voicemail, Fax, SMS, Chat, and Email. All features are included in every plan – you only pay for concurrent agent use.



Easy-to-use, browser-based toolbar empowers agents to quickly adapt to the software to manage all inbound communications & outbound communications without ever hanging to navigate away from your CRM.



Say goodbye to scheduled downtime long integrations, and maintaining hardware or software. Make configuration changes to your contact center on-the-fly without having to depend on any service providers.

Differences between communications and collaboration
In the modern world, communication and collaboration are closely related terms. In the modern technological age, some people believed that they were the ones. You need communication whether you’re managing a large corporation with specialised call centres or a small business with 5 or 6 employees. There are several ways to implement a communication strategy. Most businesses have:
An external communication strategy:    The strategy they employ to communicate with clients, shareholders, and suppliers. Plans for external communication are increasingly becoming omnichannel, spanning VoIP, social media, SMS, and more. An internal communication strategy: Businesses employ this strategy to maintain communication among internal staff members. It guarantees that remote workers can hold video conferences with office workers and that everyone can communicate instantly using instant messaging. Internal communication frequently uses a variety of channels, just like exterior communication.

The “internal communication” strategy includes collaboration. Collaboration is the active pursuit of common goals, whereas communication is the sharing of knowledge. For instance, communication occurs when you call someone on a VoIP channel to discuss a forthcoming project. However, it becomes collaboration if you start sharing screens while you talk and begin working on a project together.

What are the technologies related to UC?
In terms of automated call distribution, interactive voice response and automated attendant systems, video chat features, and message capabilities, UC and cloud contact center software intersect. Departmental silos can be broken down and customer results improved by integrating internal and external UC capabilities, with internal and customer-facing communications taking place on the same platform and via the same channels. Other UC products integrate business processes with enterprise communication tools. This idea, referred to as “communications-enabled business processes,” has developed into the use of communications APIs and communications platform as a service (CPaaS). Applications used by the entire organisation can incorporate services like presence, chat, and telephony.
Voice over IP (VoIP)
If you’re thinking about your business communication strategy, you’ve probably heard of voice over IP (VoIP). VoIP is a simple acronym for “Voice over Internet Protocol.” Because this calling technique sends data over the internet, you may have alternatively heard it referred to as “internet telephony” or “IP telephony.” Though VoIP is still a relatively new communication technology, it has quickly gained adoption on a global scale as a very cost-effective means to make calls. In reality, VoIP has taken the place of “POTs” (plain old telephones) in many enterprises.
The advantages of VoIP

Businesses may add more functionality to their phone connections using VoIP, and it also offers significant cost savings. The advantages of VoIP are as follows:

Cost Saving: Organizations can save money on phone calls by connecting via the internet. VoIP works by sending and receiving digital packets of data over the web, so you can enjoy cheaper calls anywhere on the globe.

Better flexibility: VoIP provides organisations with substantially more flexibility than PSTN or ISDN lines. The number of channels or consumers who use your services can fluctuate rapidly. You only pay for the services you actually use, too.

Increased mobility:

VoIP makes it possible for employees to operate remotely and internationally because you are not required to be connected to a certain landline in order to use it. Additionally, VoIP offers a suitable answer for the enormous proportion of deskless (on-the-field) workers in the neighbourhood.

Faster deployment: 

VoIP is simple to use, quick to set up, and inexpensive. This implies that businesses of any size or form can start enjoying the benefits right away with no upfront expenditure for hardware or line installations.


As of now, video platforms are the most surprising thing in the modern world of communication. Video platforms play an important role in virtual meetings, video conferencing, HD video, etc. It is worth saying that video platforms play a crucial role in communication systems.

Benefits of a video platform

For internal communication challenges, video platforms are the best solution. Most of the employees agree that video helps them connect better with their co-workers. Following are the benefits of video technology:

Save time: Because of video, there is no need to travel from one place to another. Video communication brings comfort to employees who are working in the office.

Increased Productivity: Video technologies simultaneously save time and money, so it is obvious that productivity is automatically increased. More efficiency is achieved with the help of video communication because employees work better with transparency.

Improves relationships: Currently, enthusiastic workers outperform unhappy workers. Due to video communication, workers are psychologically happy, and that’s why they improve relations with their co-workers on the job.

Different deployment models handle the various diverse client demands
cloud call center software