How to make the right choice in choosing a Unified Communications platform when there are so many good solutions on the market? We’ve done the hard part and evaluated the top 9 UC solutions based on the pricing strategy and the features essential for any business or organization. From Nextiva to TrueConf, here are just a few of our recommendations for the best communication experience.
TrueConf: Quality is Our Top Priority
The platform is available on any device (even on your Smart TV) thanks to native apps, while the meetings can always be accessed from the browser in several clicks. 4K quality creates a telepresence experience for meeting participants, while advanced meeting management allows you to control the meeting to ensure that everything goes as planned.
Video conferencing
Need to have a face-to-face meeting with your team? Host meetings, live streams, webinars, and team workshops by joining an HD video conference.
Work in LAN
With scalable video coding (SVC) technology, you can be sure that every participant will get the best video and audio quality according to the capabilities of the device used, communication channel, display resolution and selected video window layout.
Instant messaging
Connect with teams in personal and group chats. Bring everyone together in a shared chat space, so you can exchange ideas, collaborate on common projects, and quickly escalate any chat to a video meeting for focused and meaningful discussions.
Collaboration features
To increase the efficiency of your teamwork, TrueConf provides users with group and personal chats, reactions, polling, content sharing, virtual background, slideshows, remote desktop control, and conference recording capabilities.
Security, Support and Stability
Protect your business communications with a video conferencing solution that meets safety requirements. TrueConf Server complies with strict data protection laws and aligns with industry’s best security practices:
- Media data encryption with AES-256, SRTP or H.235
- End-to-end encryption using VPN gateways
- Single port operation
- GDPR, HIPAA and ISO 27001 compliance
If you need help, TrueConf has a support with ticket system to help you use the UCaaS platform. But sometimes you just need to talk to a real person. Every TrueConf customer receives 24/7 email, phone and chat support as standard. That’s why TrueConf considers amazing service a part of its core values.
Nextiva
Nextiva has entered the UCaaS market by releasing Nextiva Business Suite, CRM and business communication platform which integrates VoIP, CRM, SMS, and video calls. The company states that their offering is designed to deliver unified experience within one solution, without the need to use third-party services. Additionally, Nextiva features AI technologies to automate customer experience.
With Nextiva, customers can measure and track customer interactions, share data, trigger actions, configure helpdesk and telephony settings. Video conferencing over VoIP is supported in desktop and mobile apps with no time limits, with HD resolution and up to 250 participants.
Other Nextiva features:
- Integrations with marketing tools
- Call pop
- Auto attendant
- Online fax
- Team messaging
- Business analytics
- Call recording
Negative sides
However there are some setbacks when using Nextiva such as lack of important business communication features for instance conferencing bridge, poor analytics and reporting, uncustomizable GUI.
RingCentral
Unified Communications as a Service (UCaaS) solution of RingCentral Office is an all-inclusive package that combines IM, video conferencing and telephony functions under one platform. Among the top performing of such products has been Gartner Inc. and UC Today which mentioned RingCentral in their reports on the best performing UCaaS in the market. A massive number of phone services from this enterprise are applied across more than 40 countries indicating its widespread availability.
Robust infrastructure by RingCentral endorses all devices for example computers, laptops, smart phones and conventional telephone sets with headphones or microphones. This means that users can be connected wherever they are situated.
Other RingCentral features:
- Video calls and meetings in HD with 100 participants or less in Standard plan and up to 200 participants in Premium plan, and a time limit of 24 hours
- File sharing and group messaging
- Unlimited number of users and audio conferencing
- Integrations with popular CRM tools such as ZenDesk
- Integrations with Microsoft 365, G Suite, etc
- Advanced analytics in Premium and Ultimate packages
- Unlimited status reports and device alerts in Ultimate package only
- Remote customer management features such as call queue, barge, etc.
Negative sides
The platform’s extensive features can also result in a steep learning curve for new users, requiring significant time and training to utilize effectively. Additionally, some users report occasional issues with call quality and system reliability.
8×8
The 8×8 X Series (previously called Virtual Office) provides a broad range of services such as audio and video calling, video meetings, team messaging and collaboration tools. It is a cloud-based telephone system that includes advanced call handling and management, comprehensive analytics and intuitive administration which makes it ideal for organizations.
AI-powered speech analytics feature distinguishes 8×8. This helps businesses in enhancing the quality of service and efficiency. Moreover, 8×8’s virtual agents handle repetitive inquiries and tasks freeing up human agents for more complex issues. Besides this, the solution emphasizes security as well as compliance by adhering to industry standards aimed at safeguarding sensitive data while ensuring privacy.
Other 8×8 features:
- Audio conferencing in 47 countries
- CRM and business tools integrations
- Presence statuses
- Number porting and direct dial numbers
- 3-way calling
- Visual voicemail
- Contact center analytics
Negative sides
Possible disadvantages include misleading UI, complicated adoption, multiple call drops, and inability to reach customer support.
Mitel
Mitel’s MiCloud Connect delivers comprehensive end-to-end services for collaboration. Leveraging the power and reliability of Google Cloud, MiCloud Connect provides a robust platform that encompasses all the essential services for seamless business operations. This solution includes voice, video, messaging, and conferencing tools, enabling effective collaboration across teams.
Additionally, MiCloud Connect enhances customer engagement with advanced contact center capabilities. Mitel’s Aura Communication Manager is central to its UC platform, delivering over 700 real-time services that support diverse communication needs. With its scalable and secure infrastructure, MiCloud Connect is designed to support businesses in achieving efficient and productive communication, no matter where their teams are located.
Other Mitel features:
- Team messaging and persistent chats
- Audio and video conferencing for up to 200 participants
- IP deskphones
- Integrations with CRM and productivity tools
- Built-in VPN
- Call routing, forwarding and transferring
- SIP trunking
Negative sides
On the cons side, Mitel is not supported on Linux, it provides inflexible and intransparent licensing, and lacks user customization, while its video conferencing and collaboration tools are not as advanced as those of Mitel’s competitors.
3CX
3CX stands out as one of the few vendors offering the flexibility to be deployed either on-premises or in a private cloud. While the solution primarily focuses on phone-based communications, it also features web conferencing, instant messaging, live chat, helpdesk support, and CRM integrations.
3CX supports virtualization with platforms like VMware and Hyper-V, allowing businesses to efficiently expand their communications infrastructure as needed. Additionally, 3CX demonstrates impressive versatility by being capable of running on compact devices such as the Raspberry Pi, making it a cost-effective solution for smaller operations or remote offices.
Other 3CX features:
- On-premises deployment with Windows, Linux and Raspberry Pi
- Private cloud deployment in Amazon, Google or Azure
- Auto attendant
- Call queues, reports and recordings
- Live chat and Facebook Messenger
- Web conferencing with up to 250 participants (25 in Free version)
- Screen sharing
Negative sides
3CX does not provide interoperability with all phones, so customers will need to purchase the supported models only, which is not really cost-efficient. The service provides little customization, outdated interface and unstable licensing.
Vonage
Vonage is a leading provider of cloud-based communications, offering voice, video, messaging and conferencing for seamless communication and collaboration across various devices and locations. The distinguishing feature of Vonage is its advanced customization capabilities that allow businesses to adjust the service according to their specific needs thus improving user satisfaction and operational efficiency.
Vonage has various pricing options for different budgets as well as business sizes so as to ensure flexibility and reachability. Moreover, Vonage’s contemporary apps are easy to use with little learning curve in order to facilitate quick adoption and maximally increase productivity. Additionally, Vonage is known for being reliable and having good customer support.
Other Vonage features:
- Unlimited calls and SMS
- Team messaging
- Video conferences for up to 100 participants
- IP deskphones capabilities
- Call recording up to 15 hours
- Visual voicemail and auto attendant
Negative sides
One of the major downsides for using Vonage is their pricing strategy whereby the service is extremely costly in comparison with what other companies offer. Additionally, it may not be deployed on-premises but relies heavily on Internet connectivity. Lastly, Vonage could have incorporated some Call Management abilities or Contact Center characteristics in order to compete with industry leaders such as RingCentral or 8×8.
Dialpad
Dialpad is a cloud-based communication system, supported by artificial intelligence and set apart for plans of business telephone systems, contact centers and video conferencing. One of the highlights of Dialpad is the fact that it integrates advanced AI features in its operations. Examples of these include automatic voice mail and call transcription which makes recording very easy for businesses as they can now search through the recordings any time when need arises.
Dialpad also offers more with respect to artificial intelligence. This includes real-time call analytics, intelligent routing, and sentiment analysis in order to get deeper insights into customer interactions and overall communication effectiveness. This way businesses can make decisions based on data, enhance customer service delivery or optimize their operational processes.
Other Dialpad features:
- Unlimited SMS and MMS
- Call controls (mute, Transfer, Block)
- API
- Salesforce integration
- Video conferencing and screen sharing
Negative sides
Some customers report that Dialpad services are not really intuitive and it took them ages to adopt. Additionally, the reliability of the service is questionable: calls often drop, while connections are very slow.
GoToConnect
GoToConnect offers a virtual contact center that doesn’t require hiring call agents that would work all day long. The service may be used to set up automatic greetings and can route calls to specific employees or extension numbers.
GoToConnect features easy administration, consistent experience on any device, and a number of collaboration tools for remote scenarios. GoToConnect also excels in offering flexible and customizable call routing options, allowing businesses to tailor the call flow according to their specific needs. The platform is optimized for low bandwidth usage, ensuring smooth and uninterrupted call quality even in environments with limited internet speed. Additionally, it supports unlimited call queues, ensuring that customer calls are managed efficiently.
Other GoToConnect features:
- Video meetings with up to 250 participants, with 25 users on screen
- International calling
- Auto attendants
- Wait time and pre-call announcements
- Screen sharing
- SOC 2 Type II and GDPR compliance
Negative sides
This solution, formerly known as Jive, is a part of GoTo ecosystem that provides all kinds of business services, but the company might have worked hard to incorporate in into other GoTo products. Right now integration might be considered clumsy at times and is not intuitive and user-friendly. Some users also complain and report that GoTOConnect apps might be better, and the service is really difficult to scale.
Microsoft Teams
Microsoft Teams is a product that provides a comprehensive answer to the needs of remote and hybrid work environments. Microsoft 365 package which it is part of, allows it to integrate very well with numerous applications inside the ecosystem, including Outlook, SharePoint and OneDrive as well as the Power Platform. Consequently, with this strong association users can bring together all their vital tools for communicating, coming up with ideas together and managing their business process in one single place.
With Microsoft Teams, you can chat in real-time and have video conferences also do file sharing and edit documents collectively within a single interface. When used in conjunction with Outlook it assists in easily scheduling meetings besides synchronizing calendars while SharePoint as well as OneDrive offers sturdy file management plus storage solutions respectively. The Power Platform enhances business process automation and analytics enabling teams to design personalized workflows and get actionable insights from their data.
Other Microsoft Teams features:
- Full-fledged voice capabilities with support for calls, conferences, and video meetings
- Embedded tools for collaborative work on documents, projects, and tasks
- Integration with corporate systems and Microsoft applications
- Ability to create virtual team spaces and communication channels
- Advanced management and administration capabilities
- Compliance with corporate security and privacy standards
Negative sides
Being UCaaS software itself Microsoft Teams also has some weak points despite being powerful enough. This may be expensive for small businesses since it requires a subscription to Microsoft 365. Inexperienced users will find the setup as well as integration process relatively intricate too. Moreover there are restricted customizations as well as limited abilities of third parties’ app integration.
Avaya IP Office
Avaya is a well-known company in the UC market and it offers a strong portfolio of UCaaS solutions that suit business needs in the contemporary world. At its core, this platform has Aura Communication Manager that delivers over 700 real-time services including messaging, voice, video, mobile functionalities and other unified communications. Through the integration of Avaya IP Office with an Avaya Spaces subscription users can have access to a comprehensive application that supports voice, video, messaging, conferencing and calendaring all available on any device from anywhere.
This seamless integration simplifies communication while boosting team productivity and collaboration across teams. The unified communications from Avaya makes it possible for businesses to handle all sorts of communication tools thus enabling employees to stay connected and get their work done effectively irrespective of where they are physically located. By being scalable and flexible, Avaya’s solutions are suitable for those companies seeking better communication infrastructures at different levels.
Other Avaya IP Office features:
- Call recording, tracking, and reporting
- Support service guarantees troubleshooting in less than 2 hours
- Integration with Google, Microsoft Office 365 and Teams, Salesforce, Slack and more
- Up to 1,000 meeting participants.
Negative sides
Even though Avaya IP Office is packed with a complete package of communication tools, it can be quite intricate and problematic to install as well as handle especially for small business operating without an IT department. On top of that, in terms of initial cost as well as maintenance costs, there is a price to pay rendering the system unsuitable for smaller organizations on tight budgets. Moreover, some users might find the interface less user-friendly than many other up-to-date UCaaS platforms thereby affecting both usability and efficiency in general.
Cisco Unified Communications Manager (CUCM)
Cisco Webex is a leading UCaaS platform that provides a complete set of tools for communication and collaboration in today’s enterprises. Cisco Webex is provided as a cloud-based solution and it allows organizations to have an expandable and functionally rich platform which enhances both collaboration and productivity. The system incorporates team messaging, video conferencing, file sharing, and virtual whiteboards thereby making it possible for groups working together more efficiently even when they are far apart physically. Moreover, Cisco webex has strong security measures that guarantee the security of its communications hence can be trusted by companies seeking to uphold the highest standards of data privacy and integrity.
Other Cisco Unified Communications Manager features:
- Virtual backgrounds, noise cancellation, screen sharing, whiteboarding, and breakout rooms
- The free version provides video conferences for up to 40 minutes with up to 100 participants and unlimited messaging
- Seamless integration with other Cisco and third-party business applications
- Extensive administration and management capabilities.
Negative sides
Some users may find the interface complex and challenging to navigate, particularly those who are less tech-savvy. There can also be occasional performance issues, such as lag during video conferences, which can disrupt meetings and affect overall productivity.
Zoom
Zoom is one of the best known unified communication platforms available. This makes it a favoured choice for both businesses and educational institutions, because it offers high-quality video conferencing. The platform has user-friendly interface and a wide range of features like screen sharing, breakout rooms, virtual backgrounds among others which make communication and collaboration easy. Integrated messaging and phone services are also provided by Zoom thereby making it possible to manage all the communication needs in one place.
Other Zoom features:
- The support team guarantees troubleshooting in 2 hours
- Cloud VoIP to make audio calls worldwide
- Breakout rooms and Zoom Rooms technology
- The basic plan allows you to communicate one-on-one without limitation.
Negative sides
Zoom has faced criticism regarding security and privacy concerns, including incidents of unauthorized access and “Zoombombing.” Additionally, the free version has limitations, such as a 40-minute time cap on group meetings, which may not be suitable for longer sessions. Users may also experience occasional performance issues, such as video lag or connectivity problems, particularly during peak usage times.
Unified communications platforms: where should you go?
It depends on what your business really needs and the features and tools that are best suited for your company. Do you have a call center, and do you want to serve customers there at the lowest charge? Are you looking for a place to talk with colleagues or partners? To assist in guiding your decision, here are some helpful hints.
Cloud or self-hosted?
A vital consideration when selecting UCaaS platform is security. When interacting with clients and customers, some sensitive information may be involved. Therefore it must be ensured that private details can be processed securely without being leaked through cloud risks. Also compliance with local privacy laws like GDPR must not be flouted and maximum security should therefore given priority; it is advisable therefore to consider on-premises/self-hosted solutions whereby UCaaS platform runs on your own servers.
Integration with your existing infrastructure
Before connecting a new tool to your communications ecosystem, check its compatibility with the solutions you are using, both hardware and software. Otherwise you may later find you are required to think of other workarounds or spend more to make them fit with the platform you’ve chosen.
Look for a robust solution that complies with other tools you use or supports all the features you need, so you don’t have to purchase additional software or services. Alternatively, you might want to try the UCaaS platforms that provide SDKs and APIs for creating your own integrations.
Video conferencing and collaboration
In the times of COVID 19, remote working has become a norm with video meetings and collaboration tools substituting face to face interactions. This is why your UCaaS solution should contain all necessary collaboration features. Have in mind your average meetings and try considering how many people usually participate in your conferences as well as the number of video feeds you would like to see on your screen and the devices you use for joining those meetings, etc. In addition, keep in mind about keeping your meetings up at a low bandwidth: whatever platform you choose must work stably under poor Internet connection.
Functionality
UCaaS platforms have a variety of outstanding aspects, but should you really have all these? Now it is your turn to enlist the instances of use and scenarios that can differentiate the necessary tools from others. For instance, whether do you need AI- driven customer services that enhance customer experience or rather just a unified system with video conferencing and collaboration components in place?
