Unified communications solutions
Make calls, meetings and messages easier to manage
A desk phone, a meeting app and a mobile contract can each work well on their own while still leaving customers and colleagues struggling to connect. Stratiis helps Scottish organisations bring business voice, video, messaging and presence into a more consistent experience across offices and remote teams.
What is unified communications?
Unified communications (UC) brings several business communication tools into a connected environment. Depending on the platform, it can combine telephone calls, video meetings, instant messaging, availability information, voicemail and mobile applications. The aim is for employees to reach one another and serve customers through clear, manageable workflows rather than switching between disconnected systems.
Why it matters
Are disconnected tools slowing your team down?
Many organisations added a phone system, Microsoft Teams, mobiles and meeting equipment at different times. Problems appear when a customer calls an empty desk, a remote employee uses a personal number, voicemail is checked in several places or nobody knows which colleague is available.
A unified approach starts with the conversation itself. Who needs to reach whom, through which channel, and what happens when the first person is busy? The technology should make those answers simpler for employees and customers.
Fewer missed conversations
Route calls and messages to an available person, team or agreed follow-up path.
More consistent working
Give approved staff a business identity across suitable office, home and mobile devices.
Clearer customer journeys
Design reception, transfers and queues so callers reach the right team with less repetition.
Better visibility
Use available reporting to understand demand, missed calls and service quality.
The components
What can unified communications include?
The exact features depend on the chosen platform, licence and integrations. We select the parts that support your users and customer contact patterns.
Business voice
Make and receive calls through approved desk phones, computer applications or mobiles while keeping a business number and appropriate call routing.
Video meetings
Bring colleagues and customers together with suitable meeting tools, headsets and room equipment. Screen sharing and guest access depend on the service.
Messaging and presence
Use approved chat and availability information to choose when to message, call or schedule a meeting. Set clear policies for where work conversations belong.
Voicemail and routing
Make missed calls easier to follow up, and guide incoming callers through a reception team, auto attendant or queue.
Desktop and mobile access
Let employees use a consistent business identity from suitable locations without relying on personal numbers for customer calls.
Business integrations
Where supported, connect contacts, calendars or a CRM system so employees have the right context when a conversation starts. Check the actual workflow before investing in an integration.
Practical outcomes
How does UC help hybrid and multi-site work?
When a platform supports the role and connection, an employee can handle a business call from a desk, a laptop or a mobile application. Colleagues can see availability and transfer a caller to the right person, even when teams are spread across locations. Shared numbers and consistent routing can also reduce dependence on one office.
The design should be different for a receptionist, a field worker and a manager. A receptionist may need a physical handset and a view of queues; a field worker may rely on mobile access; a meeting-heavy employee may prefer a headset and laptop. We plan devices and training around those roles.
For employees
One clear way to make business calls, join meetings, message colleagues and manage availability from approved devices.
For customers
A familiar number, sensible call routing and a reliable route to the person or team who can help.
Choosing a solution
Unified communications, Hosted Voice or Teams Phone?
These terms describe overlapping services. Unified communications is the broader approach of joining voice, video, messaging and collaboration. Hosted Voice concentrates on cloud business calling and can be one part of that approach. Microsoft Teams Phone adds external telephone calling and phone system features to Teams when the appropriate licensing and calling connection are in place.
| Option | Typical use | What to examine |
|---|---|---|
| Unified communications | Bring calls, meetings, messages and availability into a consistent employee experience. | How well the chosen platform joins the channels your people actually use. |
| Hosted Voice | Replace or improve the business telephone system with cloud calling and routing. | Devices, call flows, reporting, licence scope and integrations. Explore Hosted Voice. |
| Microsoft Teams Phone | Use Teams for external calls as well as meetings and messages. | Teams Phone entitlement, telephone network connection and reception needs. Explore Microsoft Teams Phone. |
Compare Microsoft Teams Phone and Hosted Voice using the table above. Where customer enquiries need advanced agent workflows or several channels, a separate contact centre may also be appropriate.
Connected work
How can UC work with Microsoft 365 and customer systems?
For organisations already using Microsoft 365, Teams may be a natural place for chat and meetings. Teams Phone can add external telephone calls, subject to licensing and a public telephone network connection. Calendar, directory and device management may also be considered as part of the wider design. A separate hosted voice platform may suit employees who need a dedicated calling application or different device choices.
Some platforms can show CRM contact details when a call arrives, enable click to dial or log call activity. These features depend on the particular systems and permissions. We check compatibility, data handling and whether the integration saves useful work before recommending it.
Connectivity and resilience
What happens if an office loses internet or power?
Cloud communications depend on a suitable connection, local network equipment and power. A service can remain available in the cloud while one office cannot reach it. Poor Wi-Fi, congestion or unsuitable routers can also harm call and meeting quality. We assess these before migration and test the experience from the locations employees use.
A continuity plan may include an alternative connection, mobile access, call forwarding, a second site or power protection. The right level depends on the importance of each number and service. Explore internet failover.
Plan for call quality
Check the internet circuit, Wi-Fi, devices and network configuration against actual calling and meeting demand.
Plan for an outage
Decide where customer calls should go if a site is unavailable, then test the route before relying on it.
Security and management
How should a UC platform be protected?
Communication tools hold business conversations, contacts and sometimes recordings. Use appropriate sign-in controls, administrator permissions, managed devices and prompt joiner and leaver changes. Set clear rules for messaging, recording access and retention. The exact controls depend on the platform and the information your people handle.
Support ownership matters too. When calls fail, the cause might be the platform, internet connection, local network or device. Stratiis can review those parts together and set out who handles changes, faults and supplier escalations after launch.
Buying decisions
What should a UC proposal include?
A proposal should describe the user roles, service features, call flows, existing number migration, devices, integration needs, connectivity and support model. Ask for the total cost, including licences, telephone service, calls, hardware, installation, training and optional features. A low monthly rate is hard to compare if it excludes the work needed to make the service usable.
| Question | What a useful answer covers |
|---|---|
| Which users need what? | Named users, reception, shared spaces, remote staff and customer-facing teams can have different needs. |
| How will calls move? | Main numbers, direct dials, opening hours, queues, voicemail and fallback routes should be mapped. |
| What does the price include? | Licence, calling service, devices, porting, setup, training, support and contract terms. |
| Who fixes a fault? | Clear responsibility across the platform, telecoms supplier, network and end-user device. |
| How will success be checked? | Test calls, meetings, mobile use, accessibility, user adoption and relevant service reporting. |
Who it suits
Which organisations benefit from unified communications?
UC is especially useful when employees and customers need to move between sites, devices or communication channels. Accountancy and professional services firms may need consistent client calling across office and home. Housing organisations may need clearer routing between customer service, repairs and mobile teams. Charities may need to connect part-time staff and volunteers across several premises. Multi-site businesses may value one directory and shared reception arrangements.
The strongest reason to change is a specific communication problem, such as missed calls, slow transfers or fragmented support. We shape the platform around that problem and keep the setup proportionate to the organisation.
Our approach
How Stratiis plans a UC migration
We start with the way your organisation communicates today and build a tested route to a more consistent service.
Discover
Map people, sites, numbers, tools, contracts and customer journeys.
Audit
Find duplicated costs, routing gaps, network issues and security needs.
Design
Choose the platform, licences, devices, call flows and support model.
Plan
Prepare number porting, configuration, testing and continuity routes.
Introduce
Test calls and meetings, then train each role on the features it uses.
Support
Help manage users, devices, licences, routing and quality after launch.
Frequently asked questions
Unified communications questions, answered
Short answers to common questions about cost, devices, integration and migration.
How much does unified communications cost?
Cost depends on user numbers, platform licences, telephone service, devices, installation, integrations and support. Ask for separate one off and recurring charges so you can compare the complete service.
Can we keep our existing telephone numbers?
Often, yes. Many numbers can be ported to a suitable new calling service, subject to provider and account checks. Keep the existing service active until the port is confirmed and tested.
Does UC replace our phone system?
It can. A UC platform may include a cloud phone service alongside meetings and messaging. Some organisations retain a separate phone platform and integrate it with collaboration tools.
Do we need new desk phones?
Not necessarily. Many users can call through a computer and headset or an approved mobile app. Reception and shared areas may still need compatible phones; check existing handset support before reuse.
Can remote workers use a business number?
Yes, if the selected service, device and connection support it. Employees can handle business calls through approved applications without giving customers a personal number.
Will UC work if our internet fails?
Cloud calling and meetings need connectivity. Alternative connections, mobile access or prearranged call routing can help, but they should be configured and tested before an outage.
Is unified communications secure?
It can be managed securely with appropriate authentication, permissions, device controls, updates and retention rules. The right measures depend on the chosen platform and your data.
Can UC integrate with Microsoft 365?
Many solutions integrate with Microsoft 365 to varying degrees. Teams Phone brings external calling into Teams when the correct licence and calling connection are in place. Explore Teams Phone.
Can it support several offices?
Yes. A suitable platform can connect users across sites with shared directories, numbers, routing and consistent features, subject to each site's connectivity.
Is UC suitable for a small business?
It can be, especially when a small team needs professional call handling and flexible working. Keep the licence and feature set proportionate to the real need.
How long does implementation take?
Timing depends on sites, number porting, devices, network readiness and integrations. A provider should confirm a schedule after discovery, including testing and user training.
What is the difference between UC and Hosted Voice?
Hosted Voice focuses on business telephony. UC brings that voice service together with tools such as meetings, messaging and presence. A Hosted Voice service may form part of a wider UC design.
Speak to Stratiis
Make communication easier for your people and customers
Tell us where calls, meetings or messages break down today. We can review your current services and recommend a more consistent way for your teams to work.
Book a Unified Communications ReviewCall 0141 348 7960
Or email sales@stratiis.com.
