Providing a consistent positive customer experience is a big challenge in the modern digital world. Customer interactions occur on different platforms, including instant messaging, traditional phone calls, voice calling, email, live chat, chatbots, and in-person. Your job is to ensure the communication is consistent, quick, clear, and efficient.

Mission impossible? Not with unified messaging platforms. These tools integrate all communication channels into one place, ensuring streamlined communication and boosting customer experience.

This article provides an overview of the top five unified communications platforms to help you choose the one that suits your brand best.

What is unified messaging?

Unified Messaging (UM) is a communication system that integrates various forms of messaging, such as email, voicemail, SMS and fax, into a single interface. It allows users to access and manage all their messages from one location, whether it's an email client, web portal or mobile app.

Top 5 unified messaging providers

Glassix

Glassix is an advanced, AI-driven customer communication management platform that excels in omnichannel support. Powered by the robust capabilities of GPT-4, it enables teams to deliver exceptional customer service and experiences. The platform offers seamless communication across all business channels and apps, a unified inbox, a chatbot flow builder, customizable templates, and more.

The true strength of Glassix lies in its comprehensive AI suite. With one-click conversation summaries, auto-suggested replies, automatic tagging and generative AI chatbots, the platform enhances customer support while minimizing the time your team spends on repetitive tasks.

Features

• AI-powered unified inbox: Access a centralized inbox enhanced by AI for managing communications across multiple channels, including a WhatsApp AI integration, SMS, Apple Messages for Business, email and social media.
• Conversational AI platform with GPT-4: Harness the power of the GPT-4 engine to respond to customer inquiries quickly and effectively, delivering human-like interactions.
• One-click chatbot deployment: Deploy chatbots across various communication channels with just one click. 
• Auto-suggested replies: Get real-time, context-aware suggestions for replies, simplifying the process of crafting accurate and effective responses.
• Automatic conversation tagging: Automatically categorize and tag conversations, helping support teams efficiently manage customer interactions.
• One-click conversation summaries: Instantly generate summaries of customer conversations to swiftly understand and address issues and requests.
• Generative AI chatbots: Implement powerful generative AI chatbots to automate diverse customer interactions, enhancing service efficiency.
• Omnichannel integration: Ensure consistent and high-quality customer interactions across social media, messaging apps, email and SMS.
• Template-based automation flows: Utilize customizable templates like WhatsApp business templates to streamline automation flows, optimizing customer support for your specific needs and scenarios.
• Human-to-bot and bot-to-human handoff: Seamlessly transition communications between human agents and bots, ensuring uninterrupted service and maintaining the appropriate quality of support for any situation.
• Drag-and-drop chatbot flow builder: Design and deploy chatbot flows effortlessly with an intuitive drag-and-drop interface, enabling automated responses without the need for coding.
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Pricing

Glassix offers three pricing plans:

• Starter: $49 per user/month. Ideal for small businesses (up to 5 users).
• Growth: $65 per user/month. For expanding companies with 2-9 users.
• Enterprise: Custom pricing. For large-scale enterprises.
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Enjoy a 20% discount when you choose annual billing. Starter and Growth plans come with a 30-day free trial.

User ratings

Glassix has 4.8 stars on G2 and 5.0 stars on Capterra. Here's an opinion from a verified user in real estate.

Image source: G2

8x8

8x8 unified messaging platform combines business telephony, video meetings, team messaging and omnichannel contact center solutions. It uses patented technology to ensure high-quality calls and video conferencing, even over less reliable internet connections.

The platform is accessible from desktops, smartphones and web browsers, ensuring uninterrupted communication whether users are in the office or working remotely.

Features

• HD audio and video conferencing: Allows to hold video meetings with hundreds of participants using the app or video browser.
• Media storage: Depending on the license, you can maintain and retrieve audio and video calls from a month to 10 years.
• Chatbot AI: Provides self-help options for customers.
• Integration capabilities: Supports integration with popular CRM systems like HubSpot, Salesforce and Zoho and productivity applications like Google Workspace, Slack and Zapier. 
• Advanced analytics: Provides robust analytics tools offering insights into customer interactions and team performance.

Pricing

8x8 offers multiple pricing tiers, catering to different business needs and sizes.

For example:

• X2 Plan offers unlimited calling within the U.S. and Canada, video conferencing for up to 500 participants, and integrations with various CRM and productivity applications.
• X4 Plan includes all X2 features plus advanced calling capabilities, supervisor analytics and unlimited calling to 48 countries.

Specific quotas are available upon contacting the sales.

User ratings

8x8 has 4.0 stars on G2 and 4.2 stars on Capterra. Cinthya from an outsourcing company shares her opinion:

Fuze

Fuze is a cloud-based collaboration platform integrating unified communications. It allows you to join audio and video calls, share your screen and host web meetings from a tablet, smartphone, desktop or laptop.

The Fuze platform is designed for enterprise and mid-market customers and runs on a natively-developed cloud service. It offers analytics, real-time intelligence and mobile enhancements for remote and distributed workers.

Features

• Unified communications: Converges voice, video conferencing, team messaging and meetings into a single platform.
• Cloud PBX system: Offers a full-featured cloud phone system to replace on-premises PBX.
• Team collaboration tools: Built-in team chat, document sharing, co-authoring and virtual rooms
• APIs and customization: Provides APIs and customization capabilities to embed communications or customize workflows.
• Integrations: Offers Zapier integration to connect with business apps for tailored solutions.

Pricing

Fuze offers several pricing plans: 

• Fuze Meetings: $15 per user per month Features include 1 DID with metered outbound calling, meetings for up to 1,000 participants, and 1:1 & team messaging.
• Fuze Calling: $25 per user per month Includes 1 DID with unlimited global calling in one country or region, meetings for up to 10 participants, and 1:1 & team messaging.
• Fuze Pro: $35 per user per month Offers 1 DID with unlimited global calling in one country or region, meetings for up to 1,000 participants, and 1:1 & team messaging.
• Fuze International: $45 per user per month Provides 1 DID with unlimited global calling to 34 countries, meetings for up to 1,000 participants, and 1:1 & team messaging.
• Fuze Unlimited Global: $65 per user per month Features 1 DID with unlimited global calling to 116 countries, meetings for up to 1,000 participants, and 1:1 & team messaging

User ratings

Fuze has got 3.5 stars on G2 and 4.1 stars on Capterra. Here's an opinion from Vanessa O., a patient enrollment specialist:

RingCentral

RingCentral's platform, known as MVP (Message, Video, Phone), combines various communication methods into one service, allowing users to make calls, send messages and hold video meetings seamlessly.

Businesses can connect existing phone numbers or acquire new ones, with options for toll-free numbers. The service supports remote and hybrid work environments, enabling employees to communicate from anywhere using desktop and mobile apps.

Features

• Cloud PBX: A cloud-based private branch exchange system that eliminates the need for on-site hardware, allowing for easy management of calls and extensions.
• Team messaging: A platform for team collaboration that includes chat, file sharing, and organized communication channels.
• Call management: Advanced call handling features such as call recording, call logs, voicemail-to-text, and multi-level auto attendant.
• Interactive voice response (IVR): Automatic call routing and self-service options for callers.
• Mobile and desktop apps: Compatible applications for iOS, Android, Windows and Mac, enabling users to communicate from anywhere.
• Analytics and reporting: Real-time analytics to track performance and make data-driven decisions, including call log reports and device status alerts.

Pricing

RingCentral offers three pricing plans:

• Core: $30 per user/month, includes unlimited calls within U.S and Canada and basic call management features (call queues, voicemail-to-email).
• Advanced: $35 per user/month, includes automatic call recording and integrations with popular apps like Salesforce and Zendesk.
• Ultra: $45 per user/month, including video conferencing for up to 200 participants and advanced analytics and reporting.

User ratings

RingCentral has 4.0 stars on G2 and 4.3 stars on Capterra. Jean B., a general virtual assistant shares her opinion:

Dialpad

Dialpad is a comprehensive messaging platform designed to facilitate communication within businesses. It includes AI capabilities that assist in transcribing calls, coaching users and tracking sentiment during conversations.

Users can engage in direct messaging, group chats and SMS communications. This flexibility allows for seamless interaction with team members and external contacts.

Features

• File sharing: Dialpad enables users to share files, images, and videos by dragging and dropping them into conversations. It also integrates with cloud storage services like Google Drive, enhancing collaboration.
• Message management: Key functionalities include favoring important messages for easy reference, marking messages as unread, copying text from messages and searching message history using keywords.
• Organized communication: The platform supports channels for different topics or teams, helping users manage conversations effectively and avoid clutter from endless email threads.
• Integration with other tools: Dialpad can connect with various business applications, such as Salesforce and Zendesk, streamlining workflows and enhancing productivity.
• Archiving and searchability: All messages are archived and easily searchable, allowing users to retrieve past conversations easily.

Pricing

Dialpad offers three pricing plans:

• Standard: $23 per user/month, includes unlimited calling within the U.S. and Canada and AI meetings for up to 10 participants.
• Pro: $36 per user/month, including global SMS messaging and CRM integrations.
• Enterprise: Custom pricing. Includes unlimited office locations and enhanced security features.

User rating

Dialpad has 4.4 stars on G2 and 4.2 stars on Capterra. Here's an opinion from Jamie B., a head of operations in a small company:

Unified messaging features to look for

When choosing the right unified communication platform for your company, it's crucial to understand the key features that can make a significant impact on your business communications. Here are essential unified messaging functionalities to look for:

Multi-Channel integration

Whether they're talking to you via email, social media or SMS, customers expect a cohesive experience. Multi-channel integration consolidates all customer interactions into a single interface. It makes it possible to respond to inquiries with speed and consistency, no matter the channel.

Ease of use

The best unified communications platforms feel like an extension of your team’s natural workflow – intuitive, straightforward, and easy to navigate. It should empower your team to deliver top-notch service without wrestling with the software. The simpler the interface, the more effective your team will be at engaging with your customers.

Centralized Inbox

This feature is the backbone of any robust unified messaging platform. It pulls together all your incoming messages into one place, making it easier to manage, prioritize and respond. No more switching between platforms or worrying about missing an important message.

Chatbot automation

Chatbot automation allows you to handle routine questions and tasks with precision and speed. A well-integrated chatbot can free up human agents to tackle more complex issues. What’s more, studies show that e-commerce brands using AI chatbots on instant messaging see a jump in customer satisfaction. 

Omnichannel analytics

Understanding how customers interact with your brand across different channels is critical. Omnichannel analytics gives you the insights to identify trends, measure the effectiveness of communication and optimize your approach. It equips you to meet your customers' needs and exceed their expectations.

CRM integration

Integrating your unified messaging platform with your CRM can take the customer communication channels from good to exceptional. It allows you to tap into customer data like past interactions, purchase history and preferences and use it to deliver personalized, context-rich responses.

Best unified messaging platforms tools: Comparison table

Conclusion 

The best unified communication platforms we've discussed in this article offer powerful solutions to consolidate your communication efforts, ensuring efficiency, clarity and a superior customer experience.

As you consider your options, keep in mind the unique requirements of your business and the features that will best support your goals. Whether you're looking to increase responsiveness, enhance internal and external communications, streamline workflows or improve overall customer satisfaction, the right unified messaging platform can make all the difference.

Since Glassix stands out as a tool offering AI-powered functionality, omnichannel analytics and a visual chatbot builder, it's worth giving a try. Sign up and enjoy a 30-day free trial with no credit card required.

FAQ

What is a unified messaging system?

A unified messaging system (UMS) is a comprehensive communication solution that consolidates multiple forms of communication – such as voicemail, email, SMS, MMS and fax – into one accessible interface. This integration allows users to receive and manage all their messages from a single location, whether through a web portal, email client or mobile app.

What is a unified communication platform?

A unified communication platform is a solution that integrates various communication tools into a single interface. The core components of a UC platform typically include: Voice over Internet Protocol (VoIP) Instant messaging Video conferencing Presence information Email integration and unified messaging Implementing a unified communications platform offers several benefits, including increased productivity, improved customer experience, reduced costs and enhanced flexibility.

What are unified platforms?

Unified data platforms consolidate information from various sources, including databases, applications, structured and unstructured data, and external data sets.

What is UC in the IT industry?

In the IT industry, UC stands for Unified Communications. It refers to the integration of various communication tools and technologies into a single, cohesive system that allows for seamless interaction across multiple platforms. UC systems typically combine services like voice (including VoIP), video conferencing, instant messaging, email and collaboration tools, enabling users to communicate and collaborate more efficiently.