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Communication Services that Help Support Your Organization

Learn More

Communication Services Overview

The Frontline of Your Organization

Communication Services encompass a wide array of cloud-based solutions designed to enhance organizational efficiency and flexibility across various platforms. Contact Center as a Service (CCaaS) offers cloud-based contact centers that not only provide agents with the flexibility to work from any location but also include built-in redundancy to ensure continuous service, scalability for adapting to business needs, omnichannel support for seamless customer interactions, and advanced analytics for improved decision-making. Unified Communications as a Service (UCaaS) streamlines communication by integrating voice, video, and messaging within a single cloud-based PBX environment, enhancing team collaboration and enabling mobility across devices while reducing costs by replacing traditional phone lines. Together, these services dramatically reduce physical infrastructure needs, enhance operational agility, and ensure continuous and secure communication channels within and beyond the organization.



Features and Benefits of Communication Services

Contact Center as a Service (CCaaS)

Unified Communications as a Service (UCaaS)

Unified Communications as a Service (UCaaS)

  • Feature: Cloud-Based Contact Center 


  • Benefit: Enables agents to work from any location, offering flexibility in hiring and staffing, which is especially valuable for remote work. It reduces the need for physical infrastructure, lowering overhead costs. 


  • Feature: Built-In Redundancy 


  • Benefit: Ensures continuous uptime and availability by having backup systems in place, reducing the risk of downtime, improving customer experience, and increasing service reliability. 


  • Feature: Scalability on Demand 


  • Benefit: Allows businesses to easily scale their operations by adding or removing agents as needed, which is beneficial during peak periods or seasonal demands without incurring significant upfront costs. 


  • Feature: Omnichannel Support 


  • Benefit: Provides a unified platform for handling customer interactions across multiple channels (voice, chat, email, social media), improving customer service by allowing agents to switch seamlessly between channels and providing customers with flexible contact options. 


  • Feature: Advanced Analytics and Reporting 


  • Benefit: Offers detailed insights into agent performance, customer interactions, and call volume, enabling data-driven decisions that improve operational efficiency and customer satisfaction. 


  • Feature: Integration with CRM and Other Tools 


  • Benefit: Streamlines workflows by connecting with Customer Relationship Management (CRM) systems and other applications, providing agents with real-time customer data to personalize interactions and resolve issues more effectively. 

Unified Communications as a Service (UCaaS)

Unified Communications as a Service (UCaaS)

Unified Communications as a Service (UCaaS)

  • Feature: Cloud-Based PBX Environment 


  • Benefit: Eliminates the need for on-premises PBX systems, reducing hardware and maintenance costs, and providing more flexibility in managing phone services remotely. 


  • Feature: Integrated Voice, Video, and Messaging 


  • Benefit: Offers seamless communication through voice calls, video conferencing, and instant messaging, improving collaboration and reducing communication silos across teams. 


  • Feature: Mobility and Device Independence 


  • Benefit: Enables users to make and receive calls from any device (laptop, mobile, or desktop), allowing for greater flexibility, remote work capabilities, and increased productivity. 


  • Feature: SIP and Legacy Line Replacement 


  • Benefit: Replaces traditional phone lines (SIP, PRI, POTS) with modern VoIP services, reducing telecommunication costs and simplifying infrastructure management. 


  • Feature: Unified Communications Portal 


  • Benefit: Provides a single portal for managing all communication services, making it easier to administer and configure settings, monitor usage, and streamline operations. 


  • Feature: Scalability and Flexibility 


  • Benefit: Scales up or down based on business needs, whether adding new users or expanding services, offering cost efficiency and operational agility without hardware constraints. 

Microsoft Teams

Unified Communications as a Service (UCaaS)

Built-In Redundancy and High Availability (Across UCaaS and CCaaS)

  • Feature: Integrated Collaboration Platform 


  • Benefit: Combines chat, video conferencing, file sharing, and document collaboration in one platform, enhancing team productivity by consolidating communications and reducing reliance on multiple tools. 


  • Feature: Security and Compliance 


  • Benefit: Offers built-in enterprise-grade security features like data encryption, multi-factor authentication (MFA), and compliance with global standards (e.g., GDPR, HIPAA), ensuring the secure handling of communications and sensitive data. 


  • Feature: Direct Routing for Voice Services 


  • Benefit: Enables businesses to integrate their existing telephony services with Microsoft Teams, allowing for seamless call management and reducing the need for separate phone systems. 


  • Feature: Integration with Office 365 


  • Benefit: Enhances productivity by providing seamless access to Office 365 tools (Word, Excel, PowerPoint), making it easier to collaborate on documents, schedule meetings, and manage tasks without leaving the platform. 


  • Feature: File Storage and Sharing 


  • Benefit: Offers cloud-based file storage and sharing, making it easier for teams to collaborate on projects, access important documents, and keep track of version history in a secure environment. 


  • Feature: Customizable Workflows and Integrations 


  • Benefit: Integrates with third-party apps and services, allowing businesses to customize workflows and automate tasks, increasing efficiency and reducing manual processes. 

Built-In Redundancy and High Availability (Across UCaaS and CCaaS)

Built-In Redundancy and High Availability (Across UCaaS and CCaaS)

Built-In Redundancy and High Availability (Across UCaaS and CCaaS)

  • Feature: Redundant Infrastructure and Failover Systems 


  • Benefit: Ensures continuous service availability even during outages or hardware failures by automatically switching to backup systems, improving reliability and reducing the risk of service disruption. 


  • Feature: Geographic Redundancy 


  • Benefit: Provides enhanced disaster recovery capabilities by replicating data and services across multiple data centers in different locations, ensuring business continuity in the event of a regional outage. 

Advanced Call Routing and IVR (Across UCaaS and CCaaS)

Built-In Redundancy and High Availability (Across UCaaS and CCaaS)

Advanced Call Routing and IVR (Across UCaaS and CCaaS)

  • Feature: Intelligent Call Routing and Interactive Voice Response (IVR) 


  • Benefit: Improves customer service efficiency by routing calls to the most appropriate agent or department based on caller input, reducing wait times and ensuring better resolution of customer queries. 


  • Feature: Voicemail-to-Email and Call Forwarding 


  • Benefit: Increases accessibility by sending voicemail messages directly to email and enabling call forwarding to mobile devices, ensuring important messages and calls are never missed. 

Collaboration Platforms /Contact Center Solutions

Built-In Redundancy and High Availability (Across UCaaS and CCaaS)

Advanced Call Routing and IVR (Across UCaaS and CCaaS)

  • Feature: Integrated Platforms for Team Collaboration (e.g., Slack, Microsoft Teams)  


  • Benefit: Enhances team communication and project management by providing tools for messaging, file sharing, and task tracking in one place. Supports remote and hybrid work models, improving team productivity and engagement. 


  • Feature: Omnichannel Contact Center Platforms


  • Benefit: Enhances customer service by providing multiple channels (phone, chat, email, social media) for customer interactions, improving customer satisfaction and enabling better tracking and management of customer support issues.

IT Specialist Advisory Services

Trusted Advisors

Our industry experience is rooted in designing and procuring UCaaS and CCaaS solutions tailored to our clients' unique needs. Working with both innovative managed services providers and telecom leaders, we leverage our in-depth knowledge to create solutions that not only reduce capital and operating expenses but also enhance resource flexibility, service levels, and speed to market. Our expertise positions us to be a valuable partner in navigating the complex landscape of communication services, offering strategic guidance to optimize performance and cost-efficiency. 

Our Approach to Communications Services Procurement

We Assess Your Environment's Current State

Like any good practitioner of tech procurement, we first conduct a quick survey to help determine the current state or posture of your IT infrastructure and related issues you may have that need immediate attention. It helps us build a solid foundation from which to start analyzing your information technology needs and desires in support of your business or organizational goals and overall mission.


Our Interactive Quick Assessments are entirely complimentary as are our procurement services in general. So, feel free to dive in or contact us and we'll walk you through the assessment.

Or call us at 877-317-2414

We would love to hear from you, so feel free to contact us during normal business hours.

IT Specialist Advisory Services

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