Businesses today face a critical need for seamless communication and collaboration across distributed teams. Unified communications platforms have emerged as the cornerstone for integrating advanced technologies like artificial intelligence into everyday workflows.
By consolidating voice, video, messaging, and other channels into a single interface, these platforms enable organizations to harness the full potential of AI-driven tools. As companies adapt to changing work environments and customer expectations, unified communications provide the necessary infrastructure for AI integration, improving internal collaboration and enhancing customer experiences through features like smart routing and real-time analytics.
We recently launched our first installment of our Innovators Report, featuring insights from industry leaders, highlighting how forward-thinking companies across various sectors are leveraging unified communications and AI to drive operational efficiency and growth.
Transforming operations
Credit Human Federal Credit Union exemplifies how unified communications can transform operations. The credit union implemented RingEX to provide its team with a comprehensive platform for calls, video meetings, and messaging. This integration allowed Credit Human to redesign its headquarters with flexible, collaborative spaces that aren’t tied to specific locations. Employees can now easily connect and communicate internally, regardless of where they’re working.
Flexibility
Flexibility is a key advantage of unified communications solutions. Mission Veterinary Partners (MVP), a network of over 300 animal hospitals, leveraged RingCentral’s platform to support its rapid expansion across the United States. Jason Clark, IT Infrastructure Manager at MVP, noted that the system’s flexibility enables veterinarians to provide care from anywhere using their business phone numbers on personal devices. This capability has improved work-life balance for veterinarians while maintaining excellent patient care.
Remote work
Remote work support is another crucial benefit of unified platforms. Sun River Health, a healthcare organization with over 50 locations, successfully transitioned its Patient Care Contact Center to a fully remote operation using RingCentral Contact Center. The platform’s reporting dashboard and Quality Management tools allow managers to monitor performance and provide real-time support to agents more effectively than when everyone was in the office.
AI integration
AI integration becomes seamless when built upon a unified communications foundation. InsuranceHub, for instance, adopted AI-powered tools for performance management within their RingCentral platform. This integration enables sales managers to conduct efficient call reviews and improve customer interactions using features like keyword search and AI-driven scoring systems.
Mastech Digital Inc., a digital transformation company, experienced significant improvements after implementing a unified communications solution. Philippe Bourdon, Chief Information Officer, reported that the company now has a globally available platform supporting employees in the US, Canada, and India, resulting in annual savings of 50%.
As organizations continue to adapt to changing work environments and customer expectations, unified communications platforms provide the necessary infrastructure for AI integration. These solutions not only improve internal collaboration but also enhance customer experiences through features like smart routing and real-time analytics.
The Innovators Report
The Innovators Report showcases how forward-thinking companies across various industries are leveraging unified communications and AI to drive operational efficiency and growth. To learn more about how businesses are transforming their communication strategies with AI-powered solutions, read the full Innovators Report.
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Originally published Feb 13, 2025
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