Not all unified communications providers are equal, and feature lists only tell part of the story. Whether you're preparing for the PSTN switch-off or planning wider workplace changes, this checklist covers the six areas worth comparing before you commit: support, security, scalability, integrations, resilience and the true total cost of ownership.
The best approach is to assess providers against seven key areas: support, security, scalability, integrations, resilience, service fit and total cost of ownership. Focusing on these factors helps you avoid costly surprises and choose a platform that supports how your business works today and as it evolves.
1CHOOSE THE RIGHT SERVICE MODEL FOR YOUR TEAM
Not every organisation wants the same level of provider involvement. Some IT teams prefer direct control of administration and configuration. Others want a managed service that handles routine operational tasks. When assessing options, consider:
- Available internal resource
- Technical expertise
- Support requirements
- Time available for ongoing platform management
Feature lists are easy to compare. Support quality is harder to assess, but often has a greater impact on day-to-day experience. When evaluating providers, ask:
- Who answers support calls?
- Are support teams available when your business operates?
- What response times are committed to in the contract?
- Will you have named contacts or a dedicated account team?
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| When communication services become unavailable, speed of response can be as important as the technology itself. |
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2SECURITY CREDENTIALS SHOULD BE EASY TO VERIFY
Most providers will state that security is a priority. It is more useful to understand how that commitment is demonstrated. Look for independently recognised certifications and accreditations where appropriate, such as:
- ISO 27001
- Cyber Essentials Plus
- Relevant public sector frameworks or accreditations
You should also understand:
- Where data is stored
- How communications are protected
- Whether encryption is available
- What compliance support is offered for regulated industries
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3SCALABILITY SHOULD SUPPORT FUTURE GROWTH
A platform may suit your organisation today but become restrictive as requirements change. Consider questions such as:
- Can new users be added easily?
- How are multiple sites supported?
- Will remote and hybrid workers have the same experience?
- Can the platform adapt to seasonal changes in demand?
- Can the platform support AI-driven features (call insights, automated summaries, virtual agents) as they mature?
- Where do users experience friction today?
- Which tools are underused?
- What systems need to work together?
- What support issues occur most frequently?
- How much internal management capacity do you have?
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| The goal is not simply adding licences. It is ensuring the platform continues to support your operating model as the business evolves. |
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4INTEGRATIONS AFFECT PRODUCTIVITY MORE THAN MOST BUYERS EXPECT
Unified communications should connect with the systems your teams already use. Common examples include:
- Microsoft 365
- CRM platforms
- Contact centre solutions
- Business applications
- Mobile device management tools
| Where possible, ask providers to demonstrate integrations rather than simply confirming they exist. The quality of integration often determines how much value users gain from the platform. |
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5RESILIENCE BECOMES INCREASINGLY IMPORTANT AS LEGACY SERVICES RETIRE
With the UK's PSTN network being retired, organisations are moving towards IP-based communications services. This makes resilience a key consideration. Ask providers:
- What service availability commitments are offered?
- How is redundancy handled?
- What happens during a data centre failure?
- How are continuity plans tested?
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| A resilience strategy should go beyond headline uptime figures and explain how services remain available during disruption. |
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6UNDERSTAND THE TOTAL COST OF OWNERSHIP
The quoted monthly licence cost rarely tells the whole story. A more complete assessment should include:
- Implementation costs
- Training requirements
- Hardware or device costs
- Ongoing support charges
- Contract terms
- Internal administration effort
| Comparing providers on total cost of ownership helps create a more accurate picture of long-term value. |
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A PRACTICAL NEXT STEP
If you're reviewing your communications platform ahead of the PSTN switch-off or wider workplace transformation plans, Intercity's specialists can help you identify the right platform and implementation approach for your organisation.
Contact us |
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