Unified Communications & Collaboration
Connect calling, meetings, collaboration and customer engagement through one governed technology lifecycle.
Unified Communications and Collaboration environments are assessed, designed, supplied, implemented, integrated, migrated, remediated, modernised and supported across cloud calling, meeting rooms, collaboration platforms and Contact Centre (CCaaS). The practice spans Microsoft Teams Phone, Zoom Phone, Cisco Webex Calling, Microsoft Teams Rooms, Zoom Rooms, Google Meet hardware, Microsoft 365, Google Workspace, Slack Enterprise Grid and vendor-independent CCaaS on Genesys, NICE, Five9, Amazon Connect and Cisco Webex Contact Center.
Calling, meetings, collaboration and customer contact delivered under one integration, migration and lifecycle-support model — aligned with identity, network, endpoints and adoption.
"Unified communications is an integration outcome — dial plan, rooms, collaboration and CCaaS delivered as one governed lifecycle."
Microsoft Teams, Zoom, Webex, Google Meet, Genesys, NICE, Five9 and Amazon Connect.
Assess, design, supply, implement, integrate, migrate, remediate, modernise and support.
Scheduled reviews, administration and vendor coordination under an agreed service schedule.
Service portfolio
4 servicesOne dial plan across every site, carrier and cloud.
Consulting, design, migration and managed operations for cloud calling on Microsoft Teams Phone, Zoom Phone and Webex Calling — with SIP trunking, Direct Routing, Operator Connect, Session Border Controllers and a single governed global dial plan.
- Cloud Calling & UCaaS
- SIP Trunking & Direct Routing
- SBC & Voice Security
- Number Portability
Equal-experience hybrid meetings in every room.
Meeting-room design, AV integration and lifecycle management for Microsoft Teams Rooms, Zoom Rooms and Google Meet — from acoustic design and cable schedules through commissioning, room standards and managed room operations.
- Microsoft Teams Rooms
- Zoom Rooms
- Google Meet Hardware
- Custom AV & Large Venues
Governed productivity — ready for Copilot and Gemini.
Microsoft 365, Google Workspace, Microsoft Teams and Slack Enterprise Grid — tenant design, migration, governance, DLP, sensitivity labelling and AI readiness for Microsoft Copilot and Gemini for Google Workspace.
- Microsoft 365
- Google Workspace
- Governance & DLP
- Copilot & Gemini Readiness
Omnichannel customer contact with AI at the agent desktop.
Omnichannel engagement, virtual agents, agent assist and workforce engagement on Genesys Cloud, NICE CXone, Five9, Amazon Connect and Cisco Webex Contact Center — vendor-independent CCaaS selection, migration, integration and operational support.
- Omnichannel Routing
- AI Agent Assist
- Workforce Engagement
- CRM Integration
Practice lanes
Accountable lanes. One design authority. Multi-vendor across cloud, on-premises and hybrid.
- ConnectCalling, SIP and voice fabric
- MeetMeeting rooms and video conferencing
- CollaborateProductivity, governance and AI
- EngageOmnichannel customer contact
Common UCC Challenges
- Fragmented voice and collaboration estate
Multiple UCaaS platforms and legacy PBXs coexist without a unified dial plan — licensing is duplicated, numbers are stranded and operational cost grows.
- Inconsistent meeting-room experience
Rooms are not standardised for hybrid collaboration — remote participants lose context, audio and visibility, and IT is called in as the meeting begins.
- Weak collaboration governance
Microsoft 365, Google Workspace and messaging platforms run in parallel with inconsistent DLP, retention and external-sharing controls, blocking AI enablement.
- Legacy contact-centre limitations
On-premises ACD and IVR estates cannot support omnichannel engagement, virtual agents or workforce engagement — customer experience and agent productivity plateau.
Delivery Approach
A single Unified Communications and Collaboration programme covering assessment, architecture, supply, implementation, integration, migration, remediation, modernisation and lifecycle support across calling, meetings, collaboration and contact centre.
- Assess
Baseline the UCC estate — licensing, carriers, room fleet, contact-centre requirements and adoption maturity by persona and business unit.
- Architect
Define the target UCC architecture, dial plan, room standards, CCaaS blueprint, identity and security controls and change-enablement plan.
- Implement & Migrate
Deliver wave-based number porting, SBC integration, room rollouts, tenant and CCaaS migration, and structured user enablement.
- Support & Optimise
Operate UCC under an agreed service schedule — administration, scheduled quality reviews, vendor coordination and lifecycle planning.
Every practice runs on the same foundations — multi-vendor design, identity-integrated policy, governed lifecycle and AI-ready operations.
- One Dial Plan
- MTR · Zoom · Meet HW
- M365 · Workspace
- CCaaS Multi-Vendor
- AI-Ready
- Managed Lifecycle
End-to-End IT Integration and Support
From assessment and solution design through implementation, remediation, ongoing support, and lifecycle optimization.
Fix What's Broken — Remediation Sprints
Call-quality complaints, meeting-room reliability issues, contact-centre routing gaps or a stalled Teams/Zoom/Webex rollout? We run fixed-scope UC & collaboration remediation sprints against a defined outcome.
- Voice quality (QoS/MOS), SBC and SIP-trunk configuration cleanup
- Meeting-room / MTR / Zoom Room fleet health, AV integration and BYOD fixes
- Contact-centre routing, IVR, CRM integration and reporting remediation
Support & Maintenance — AMC-Backed
Keep telephony, meetings and contact-centre platforms healthy after go-live — moves-adds-changes, firmware and vendor-TAC escalation under a Jiva AMC with contractual SLAs.
- L1/L2/L3 support for leading UC, meeting-room and contact-centre platforms
- MAC (moves, adds, changes), firmware, licence and endpoint lifecycle care
- Vendor-TAC escalation, carrier coordination and quarterly platform reviews
Unified Communications & Collaboration FAQs
Assessment, design, implementation, integration and lifecycle support across calling, meetings, collaboration, endpoints, virtual workspaces and identity.
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Related services
Unify calling, meetings and CX
Ready to unify communications and collaboration?
Review calling estate, meeting-room fleet, collaboration governance and contact-centre platforms. Jiva Technologies can assess, design, supply, integrate, remediate, modernise and manage a phased UCC programme aligned with adoption, security and CX objectives.