Unified Communications

Telephone systems have evolved during the last few decades from a humble analogue phone line to multi-lines connected to a telephone system that had the primary function of making and receiving calls.

As technology further evolved, analogue lines were replaced by digital lines enabling a plethora of new features like direct dial numbers, caller display, High Definition (HD) voice quality, audio conferencing to name a few. Global telecom manufacturers like Alcatel-Lucent, Avaya, Siemens, Panasonic, Toshiba embraced the new digital technology and provided on-premise telephone systems for small, medium and corporate businesses.

The next phase of evolution came with the introduction of SIP (Session Initiation Protocol) which enabled transmitting voice over the internet rather than using the traditional analogue or digital lines. This opened up the option of having a VoIP app (on your computer or mobile) as your telephone extension instead of a traditional desk phone. Computer Telephony Integration (CTI) was further enhanced enabling the option to integrate with CRM packages (automatic call records, screen pop, click to dial etc.) which improved customer service levels and productivity. In addition, this enabled the option of moving an on-premise telephone system to the cloud paving the way for a hosted telephony solution. The advantages include resilience, quick deployment, scalability, security and cost savings (moving from a CAPEX to a OPEX model).

As business requirements evolved, a solution to unify the various forms of communication channels (voice, video, email, chat, social media etc.) was introduced in the form of unified communications (UC). With all these channels of communication delivered via a single platform, it has empowered businesses to be more agile and collaborative than ever before.

The solution can scale up or down as the business needs evolve.

We at Portman Tech have a consultative approach and engage with our clients to understand their business communication needs whether in the office, remote working from home or mobile workers before suggesting a suitable unified communications solution.