The Shift from Traditional Telephony to VoIP

As organizations adopted more digital tools, communication became complex and scattered. Teams had to switch between multiple platforms for different purposes: Zoom for meetings, Slack for chat, Gmail for emails, and phone systems for calls. The constant switching between different tools not only took time, but it also resulted in a decrease in productivity, failure to keep up with communications, and workflows that were not continuous. In order to unify communications, businesses require a system that could integrate all their communication channels into one single system. These systems were created to facilitate user interaction with one system instead of several - communication via phone or video, chat, file sharing, synchronization of CRM, etc., all under one simple and easy-to-manage interface.

Faster collaboration, real-time decision-making, and better customer experiences.

What Exactly Are Unified Communication Platforms

Unified Communication Platforms (UCPs) refer to systems that negate the need for several channels as they accommodate various communication means through one interface. Generally, these platforms:

• Voice & Video Calls – Allow users to make Internet-based calls which are of high quality in terms of audio and video (up to 1080p, usually).


• Instant Messaging & Team Chat – Enable teams to keep in touch with each other during working hours quickly and efficiently using instant messages with the feature of project collaboration.


• Email Integration – Aid in the centralization of inboxes that are also linked with communication threads.


• File Sharing & Document Collaboration – Provide real-time shared access to files with security measures in place for the files.


• CRM & Workflow Integrations – Enable smooth linkage with business software for customer interaction tracking.


• AI & Automation – Include the utilization of data visualization tools, speech recognition, chatbots, and predictive insights.