What Is Communications Software? Analysis of Features, Benefits and Pricing in 2024

When the coronavirus outbreak shut down brick-and-mortar offices and sent employees to work from their homes, communication became one of the initial challenges that threaten business continuity. But with the adoption of the right communication technology, this is obstacle has been overcome with ease.

Aside from handling day-to-day message exchanges, communications software are used to conduct remote meetings and discussions in real-time.  They often feature enterprise-grade security over the infrastructure to protect sensitive data. They may also include advanced features, such as file transfer protocol, an intranet platform, and VoIP. 

In this guide, we’ll discuss in-depth the question: what is communications software? Beyond the definition of communications software, we’ll also explain its key features, benefits, and pricing.

If you don’t use communication software, you run the risk of miscommunication, which leads to costly mistakes. Scenarios such as this are even more likely to happen when the members of the team are working remotely, which is the new normal business operations in the midst of a global pandemic. Communication among first-time digital nomads can be a challenge–this is particularly true to 40% of remote managers who consider communication as their biggest obstacle.

Furthermore, according to a report that looks into the state of remote workers in 2020, communication is also the biggest struggle among 20% of remote workers along with collaboration. A good communication solution can easily address these problems and the majority of businesses affected by the COVID-19 lockdowns realized this quickly. In March 2020 alone, the demand for video conferencing applications skyrocketed and resulted in 62 million downloads of video conferencing apps.

But while video conferencing solutions appear to be the most popular, they are not the only communication software that can effectively help your team get in sync while working remotely. And in this article, we will introduce you to some of the best communication software in the market.

What are the Examples of Communications Software?

To give you a better idea of this software category, here are a few examples of communications software. These apps encompass the range of services that are being offered by vendors in this niche.

RingCentralVISIT WEBSITE

RingCentral is a good definition of a robust cloud phone system. It features an advanced PBX that bypasses the need for costly hardware, software license, maintenance, workstation phones, and operators. It allows for voice communications, online meetings, and business conferences. A suite of communication tools, RingCentral is scalable to meet your growing needs, such as call management, HD voice calls, and multilevel attendant.

Should you want to investigate the platform firsthand, you can easily do so when you sign up for a RingCentral free trial.

monday.comVISIT WEBSITE

monday.com is one of the most popular apps for communication and collaboration, and for a good reason. The software uses a Board concept to list all projects and tasks, making it easier for team members to keep each other updated. Users can quickly communicate through comments or calls, eliminating the need for time-consuming meetings.

The vendor offers a comprehensive free trial to get you up to speed with the features.

GlipVISIT WEBSITE

Glip is a centralized communications system that enables businesses of all scales to conduct meetings and collaborate remotely. Operating completely online, the platform accommodates up to 100 participants in video conferences and does not require users to download software. Besides video meetings, it offers team messaging, voice calls, and file-sharing in real-time. What’s more, Glip is equipped with a task management module with which you can assign, schedule, and monitor the tasks of your team.

GoToConnectVISIT WEBSITE

GoToConnect is a cloud-based communications platform that combines multiple communication and collaboration tools, such as VoIP, phones, web, audio, and video conferencing. It eliminates the need for different apps, services, and vendors to call, text, chat, meetup, and collaborate, and with it the need for multiple accounts, passwords, and maybe even bills.  GoToConnect’s use isn’t limited to the office, as you can extend its benefits anywhere you perform remote work, as it is accessible through your laptop and smartphone.

GoToMeetingVISIT WEBSITE

GoToMeeting is designed to help you hold online meetings using your browser, desktop app, or mobile app. Invitees to your meeting can join without installing the software or setting up a GoToMeeting account. The web conferencing app allows for face-to-face meetings, real-time presentations and collaboration in the cloud, the next best thing to a physical meetup. It can accommodate up to 3,000 participants, making it ideal for conferences, or lower volume meets such as business meetings and online classes.

SpeakapVISIT WEBSITE

Built for midsized firms and large enterprises, Speakap is an innovative communications system that functions as a social network. A profile can be made for every employee, carrying personal, professional, and task-related information. In addition, managers can group people into teams, assign roles and access levels, and communicate with each team. Speakap also provides solutions for document management, has a mobile app, and integrates with a wide variety of apps to serve as your company’s digital office.

Vonage

Vonage is a cloud-based business communication system with a range of features for voice, messaging, video, and collaboration tools. It caters to businesses of all sizes and budgets. Its mobile app feature allows for communication on the go, and the platform integrates well with other business tools. Vonage provides an all-in-one communication solution that is reliable and affordable for businesses with different needs. Try it for free before contacting the vendor for a quote-based plan.

Zoho Meeting

Zoho Meeting is a cloud meeting solution that enables multi-team organizations to collaborate remotely. It offers a scalable interface with industrial-standard security and round-the-clock support to allow teams to securely communicate with each other. Moreover, it has interactive web meeting tools that make the video and audio conferencing experience as seamless as possible. Lastly, it has deep integration with the Zoho Suite ecosystem as well as major third-party platforms for your convenience.

What are the Types of Communications Software?

What does communications software do? That depends on the type of software. As this category loosely lumps together different apps, we can categorize them based on how they are usually packaged. Take note that the features of communications software vary by a mile because some apps are standalone. In contrast, others are integrated with a bigger system like CRM software platforms or project management tools.

1. Unified communications system. This features the works–phone support, ticketing, intranet, VoIP, and other enterprise tools like reporting and analytics. It may be categorized, too, as a help desk or contact center solution, as it is usually used for customer support or outbound sales.
   Example: RingCentral
2. Web conferencing. This type features text and audio and video exchange capabilities and is used for various purposes such as conference calls, video presentations, employee training, customer onboarding, tutorials, and webinars. It is ideal for organizations with remote teams, global clients, or a long web mailing list.
   Example: GoToMeeting
3. Live chat. Many vendors offer live chat as a standalone app that you can embed in your digital channels like website, social media page, newsletter, and custom app. Live chat apps today are sophisticated, able to offer marketing software features like lead qualification and nurturing, provide analytics on web visits and FAQs, or integrate with your CRM or other key business systems for shared data.
   Example: LiveAgent

What are the Benefits of Communications Software?

Why use communication software when you already have email? Well, email is just one tool in a suite of communication apps. There is more to this software that will allow you to do or achieve the following.

1. Work remotely. Teams are increasingly distributed not just within the country but globally. Businesses today need communication tools to keep everyone on the same page in real-time to conduct daily operations, work collaboratively, or address urgent situations. With a suite of communication software tools leveraging cloud and mobile, teams today can delegate tasks, coordinate activities, and communicate instructions wherever and whenever they have an internet connection.
2. Boost productivity. Communicate with clarity with teams and avoid costly errors like missed deadlines, wrong outputs, and mismatched expectations. You have plenty of tools to ensure you get the message across. Likewise, the best communications apps-including live chat, email, and top VoIP tools-have a recording feature that keeps employees accountable for their tasks. Remote teams are also always connected through mobile devices, so the office and field can quickly coordinate daily on urgent tasks. Overall, the company boosts productivity when everyone is on the same page.
3. Easy to integrate. Most live chat, email and other messaging apps are so ubiquitous that they work smoothly with bigger systems like CRM software, project management systems, help desk software tools, ecommerce platforms, and other SaaS solutions. That means you can share data seamlessly, for instance: funnel live chat messages into CRM for leads, convert emails into tasks or tickets, or upload recorded webinars or training in your knowledge base.
4. Capture important information. One of the major advantages of communications software is it acts as a repository of data. Many apps can record or archive message exchanges and audio and video calls, meaning you can capture important details such as customer queries, discussion points, and meeting minutes. The benefits from this are plenty, including sorting promising customer inquiries for leads, referencing discussion points as proof of agreement, and preparing minutes.
5. Minimize costs. Many of the best communications software solutions can be accessed using your employees’ smartphone or tablet. This significantly lowers hardware costs. Similarly, many free communication tools are good enough to exchange messages, audio/video calls, and files. You can also replace expensive PBX and landline licenses and hardware with cloud-based communications software at affordable monthly fees.

What are the Features of Communications Software?

How does communications software work? These are the common features of a communications system, a suite of built-in or standalone tools that you can mix and match.

1. Cloud PBX. The feature bypasses the hardware components of traditional PBX, such as a hub and workstation phones. More so, cloud PBX extends the reach of traditional PBX by connecting your employees’ smartphones to the central system via the internet.
2. Call recording. Text, audio, and video are captured by this feature for future reference or use. This tool is handy for a variety of uses, from backing up agreements to creating minutes. Call recording can also be used by sales and marketing to discover promising leads or market insights.
3. Auto receptionist. Automatically receives calls, sorts and forwards them to the right person or department. This feature frees up your receptionist to handle other important things.
4. Voicemail. Records phone calls in your absence.
5. Internet facsimile. Uses internet protocol to send faxes from your computer. It also saves paper. This feature, though, is giving way to the more advanced capabilities of document sharing tools, which can be built-in or integrated with the communications software.
6. Web conferencing. A communications software may have a built-in audio and video conferencing feature, which allows for virtual meetings and webinars. A chat tool is usually included in case of poor internet connectivity.
7. Integrated collaboration tools. These systems may include live chat, email, other messaging apps, and file sharing. Some applications have these as built-in features, while others integrate with third-party apps for extended capabilities.

What are the Buying Factors to Consider with Communication Software?

What is communications software, but tools that provide the means to exchange messages? Actually, it’s more complex than that. Before you subscribe to a plan or install an app, consider these factors that will impact user experience and the long-term viability of the solution.

1. Fully featured or individual apps. Communications software can be a comprehensive PBX system with an integrated document management and collaboration platform, or just a live chat or a web conferencing app. That’s an ocean of difference when considering this loose category. The purpose of communications software depends on your need, so think first how you want this process to be implemented. If you have a recurring need for employee training, consider a web conferencing feature. If you have simple message exchanges, a live chat will do. Likewise, prefer a vendor that can scale the features and pricing, so the solution grows with your business.
2. Free or paid. This software category is replete with robust freemiums, the most plentiful maybe in all SaaS, so consider trying the free apps first. There are plenty of free IM chat apps, live chat software, VoIPs, and web conferencing tools out there that deliver the job for small businesses. That said, make sure the free app has paid plans that let you scale to more advanced features like reporting and analytics, social media integration, and more users in case they become necessary.
3. Third-party integration. Communication is central to any business system, so make sure the communication tools you’re using now will integrate with your other business systems like CRM, project management, and help desk. While you can always get a system with built-in communication features, migrating contacts and messages is a nightmare. You’d want to stick to your current apps and integrate them with third-party systems.
4. Security. This is always a bone of contention when considering cloud solutions, and many communication tools work in the cloud. Security protocols vary by vendor, but generally, consider the following security features especially for enterprise systems: user permissions, backup plan, and managed encryption.
5. Cost efficiency. This pertains to the predictability of monthly fees (no hidden charges or padded fees) and total cost of ownership (TCO). Make sure you know how you are charged (by user, calls, feature set, etc.) and that the charges are clearly stated in the invoice. Likewise, calculate TCO, including the time spent to get employees on board, installation, and other technical requirements.
6. Service quality. Most vendors are eagerly receptive during your purchase process; that’s because you’re dealing with sales, not support. Find out through user reviews or from current customers how the vendor fares when it comes to addressing customer concerns. You’ll need support for technical issues, bill disputes, and upgrade inquiries, among others.

What is the Pricing of Communications Software?

What is the cost of communications software? The answer to this varies based on the type of app. Here are a few examples.

1. RingCentral. Provides a basic feature set that can be scaled to three price plans with fixed fees: Standard, Premium, and Enterprise. Subscriptions start at $19.99 per user/month. All plans include intercom, paging, shared lines, and advanced call forwarding, among others.
2. 8×8 VoIP Phone Service. 8×8 VoIP offers three price packages with fixed fees, starting at $15/user/month. It also hosts contact center solutions with three plans, which begin at $95/user/month. 
3. Slack. It is an example of a robust free app. The freemium comes with searchable message archives, up to 10 third-party apps integration, and up to 5 GB storage limit. Slack also scales to three paid plans starting at $6.67 per user/month.
4. Join.me. Like Slack, this app comes with a robust free version, but it only scales to three paid subscriptions starting at $10 per month.
5. Skype. It also comes for free with paid plans, starting at £2.40 per user/month. The paid plans let you place international calls with unlimited minutes.
6. GoToMeeting. GoToMeeting’s Professional plan costs $12/user/month, and includes standard web conferencing features across its plans, such as HD video, screen sharing, web audio, personal meeting room and dial-in conference line. In addition, it features unlimited meetings, unlimited cloud recording and no time limits. Advanced features like mobile cloud recording, a dedicated customer success manager and volume discounts are available in the higher plans ($16 for Business plans, and quote-based for Enterprise solutions).
7. GoToConnect. GoToConnects offers three price plans, starting at $24/user/month.

What are the Potential Issues with Communications Software?

Communication software does not lack for issues. Here are the common problems you may encounter.

1. Security. Putting up sensitive information in the cloud always has its risks. It’s not to say though that leaving it on your local computer is safer. Assess the vendor’s security protocols and terms. Security also means the vendor has a backup plan in case its servers act up or are hacked, so your business is not disrupted or put into peril. On another note, if you’re discussing confidential details, never connect to the cloud communication system via public wifi or outside of your verified networks. Hackers may be eavesdropping or tracking your digital footprint. A good measure is to use a VPN to hide your online exchanges.
2. Disparate tools. With plenty of free apps at your company’s disposal, your teams may end up using different apps, or they may shuffle between apps. What happens is you lose the advantage of capturing messages, discussions, and files in one location. Instead, it would be difficult to trace conversations or look for a shared file across a slew of free apps.
3. Unified isn’t always the best. Having a unified system, on the other hand, may limit accessibility or jack up costs. For example, the system only supports iOS, leaving out Android users in your organization.
4. Lack of mobile app. Native mobile apps for Android or iOS make it faster and smoother to connect to the cloud from a smartphone or tablet. If the solution lacks this feature, you’ll need to connect via a mobile browser, which is slower and more cumbersome.

What are the Latest Communication Software Trends?

Finally, after answering our questions–What is communications software? And all other relative queries–we look into the future of this software category. These are the possible trends to expect in the communications software space.

1. Social intranet. Intranets are incorporating social media elements to drive engagement and simplify communication. You will find Facebook- and Twitter-like activity feeds, notifications, hashtags, and @mentions in advanced communications solutions.
2. Robust chat tools. IM messaging apps are old products being given a rebooted feature set. Today’s live chat apps, for example, can now easily handle media formats from video to web conferencing. We expect to see more functions embedded in a chat, including shopping, social media, product reviews, and integrated third-party apps.
3. Bots. AI chatbots have already taken a foothold in the market, addressing FAQs. We expect these bots to further advance, able to handle more complex conversations and fully free up humans from managing customer service.
4. VR. Virtual reality, as applied to communications, has a long way to go but is feasible more than ever. We already have VR-enriched online shopping, where customers can “enter” an online shop and pick the items. The same technology can easily be adapted to sales presentations or group meetings using communications software.

What are the Costs Involved in Implementing Communications Software?

Implementing communications software involves several costs that businesses should consider to budget effectively. Here’s a breakdown of the primary expenses:

• Subscription Fees: Most communications software operates on a subscription model. Costs can vary widely based on the features, number of users, and level of service. Businesses may encounter monthly or annual fees, ranging from affordable basic plans to premium packages offering extensive functionalities.
• Setup and Installation Costs: Some software may require initial setup or installation, especially if it’s integrated into existing systems. This can include configuration, data migration, and ensuring compatibility with other tools.
• Training Expenses: Employee training is crucial to maximizing the benefits of communications software. Businesses may need to invest in training programs or materials to help staff learn how to use the software effectively. Depending on staff turnover and software updates, this could be a one-time cost or an ongoing expense.
• Maintenance and Support Fees: Ongoing maintenance and customer support can add to costs. Some providers include support in their subscription fees, while others may charge separately for premium support services.
• Additional Features and Integrations: Many communications software solutions offer additional features or integrations that can enhance functionality. These may come at an extra cost, so businesses should evaluate which add-ons are essential for their operations.
• Hardware Costs: If the software requires specific hardware (like headsets, phones, or servers), businesses must also budget for these expenses.

Communications Software: Going Beyond Email

Business communications today should move beyond emails and towards software that allows for faster, smoother communication within teams. The best communications software can boost productivity and keep records of important information. Like many types of collaboration software, these systems make it easier for teams to work together and deliver projects on time.

You can check out RingCentral, our top pick for communications software, if you want to find out how it can fit into your team’s workflow. You can try all its premium features at no cost when you sign up for a RingCentral free trial.

Key Insights

• Adaptation to Remote Work: The COVID-19 pandemic forced businesses to adopt communication software to maintain business continuity as employees worked from home.
• Rising Demand: The demand for video conferencing apps skyrocketed in March 2020, with 62 million downloads, highlighting the critical role of communication tools in remote work.
• Types of Communication Software: Examples include unified communication systems like RingCentral, web conferencing tools like GoToMeeting, and live chat applications.
• Key Features: Essential features of communication software include cloud PBX, call recording, auto receptionist, voicemail, internet facsimile, web conferencing, and integrated collaboration tools.
• Benefits: Communication software allows for remote work, boosts productivity, integrates easily with other business systems, captures important information, and minimizes costs.
• Security and Integration: It is important to consider security protocols and third-party integrations when selecting communication software.
• Trends: Emerging trends include social intranets, robust chat tools, AI chatbots, and the potential use of virtual reality in business communications.

FAQ

1. What is communication software? Communication software refers to tools and applications designed to facilitate communication within and between businesses. These tools support various forms of communication, including voice, video, and text, and often include features such as file sharing, collaboration tools, and enterprise-grade security.
2. What are some examples of communication software? Examples of communication software include RingCentral, monday.com, Glip, GoToConnect, GoToMeeting, Speakap, Vonage, and Zoho Meeting.
3. What are the key features of communication software? Key features include cloud PBX, call recording, auto receptionist, voicemail, internet facsimile, web conferencing, and integrated collaboration tools.
4. Why is communication software important for remote work? Communication software is essential for remote work as it ensures that team members can communicate effectively in real-time, collaborate on projects, and maintain productivity despite being physically apart.
5. What are the benefits of using communication software? Benefits include the ability to work remotely, increased productivity, easy integration with other business systems, capturing important information, and minimizing costs.
6. What factors should be considered when buying communication software? Consider whether you need a fully featured system or individual apps, the cost (free vs. paid), third-party integration capabilities, security features, cost efficiency, and the quality of customer service provided by the vendor.
7. What are the potential issues with communication software? Potential issues include security concerns, the use of disparate tools that do not integrate well, limitations of unified systems, lack of mobile app support, and challenges with public WiFi security.
8. What are the latest trends in communication software? Trends include the integration of social media elements into intranets, more robust chat tools, advanced AI chatbots, and the potential for virtual reality applications in business communications.

By Stephanie Seymour

Stephanie Seymour is a senior business analyst and one of the crucial members of the FinancesOnline research team. She is a leading expert in the field of business intelligence and data science. She specializes in visual data discovery, cloud-based BI solutions, and big data analytics. She’s fascinated by how companies dealing with big data are increasingly embracing cloud business intelligence. In her software reviews, she always focuses on the aspects that let users share analytics and enhance findings with context.