What is Unified Communication, and Why It’s So Important in 2021

As the pace of technology innovation accelerates, the number of communication tools available to us is increasing. Email, instant messaging, SMS, VoIP, CRM, chat streams, and more. The list of communication tools we have at our fingertips is long and always growing.

But using lots of disconnected, standalone software tools to communicate and collaborate can result in a lot of friction and confusion. As a result, more businesses are turning to Unified Communication to more easily access, collaborate and make sense of the vast amount of information coming into and out of their business every day. 

Unified Communications as a Service (or UCaaS) Deployment Models

Unified Communications as a Service (or UCaaS) is the term used to refer to the smart software which enables you to access and use many forms of communication technology from one central location in the cloud. 

UCaaS typically comes in one of two forms; single or multi-tenancy. Single tenancy software offers each individual user their own customized UC package, offering a high level of flexibility and a customized approach to communication. Multi-tenancy still provides organizations with individual logins, but with fewer options to customize and tailor the software for unique needs. In a nutshell, multi-tenant U is less flexible but more cost-effective than single tenancy. 

Benefits of Moving to a Unified Communication Platform   

By eliminating the need for multiple communication services, UC can help drive down costs. The centralized approach also helps limit duplication efforts,  increasing efficiency and driving down costs even further. It can help break down siloed communications by providing more seamless communication between users, who can access and use the platform from one central location regardless of whether they are in the office, working from home, or out meeting customers. 


Cloud-based solutions are easier to set up and maintain, eliminate the stress and hassle of keeping multiple communication tools running smoothly.

The features included in most UCaaC platforms are vast and can be tailored to your business’s individual needs and circumstances. Some key features include that most companies take advantage of include:

  • One centralized location where emails, calls, and voicemails can be accessed and sent
  • Seamless video conferencing 
  • The ability to check others availability 
  • Call management, such as call holding and forwarding
  • Speech recognition for quick task execution. 


The workplace has undergone significant changes during the pandemic–and will continue to evolve as we recover from it. Employers and employees now realize that teams can be work remotely and flexibly without a negative impact on productivity. 

Our SMB Group research shows that 66% of SMBs started or expanded their work from home (WFM) programs during the pandemic, and 87% of those that did so are somewhat to very likely to continue to support a higher level of WFM as the virus subsides. Not surprising when you consider that 42% say that WFM has increased employee productivity, and 31% said it had no effect on productivity.

In fact, recent research shows that customer interest in UCaaS spiked 86% in the midst of the Covid-19 pandemic. Smart tools such as UCaaS, which allows teams to work remotely in a streamlined, organized manner, and improve productivity in the workplace–wherever it may be today, and in the future.

© SMB Group, 2021

Source: Laurie McCabe’s Blog

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