Unified Office: Pandemic-proofing Businesses with Unified Office

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Ray Pasquale, CEO and Founder, Unified OfficeRay Pasquale, CEO and Founder
Steve Jobs forever changed the way we listen to music by answering a question that often bothered him, “To have your whole music library with you at all times is a quantum leap in listening to music. How do we possibly do this?” In 2001, the world witnessed a new revolution in the music industry with Jobs’ brainchild, iTunes—which is still on the frontline, two decades later. Though he had no hand in creating Mp3 players, his idea to make it more convenient, glamorous, and, the new status quo, etched his name in the history books of Innovators the world can never forget.

Much like what Jobs did with iTunes and the iPod through Apple, Ray Pasquale redefined Voice-over-IP and Unified Communications services through Unified Office. Voice communications over the Internet are known to be unreliable, choppy, expensive, and to have a remarkably high dropped-call rate.

Reinventing VoIP

Pasquale saw an opportunity here and embarked on a journey to reinvent the VoIP market through Unified Office. “We’ve integrated the most reliable open standard VoIP and cloud innovations to deliver a feature-rich, device-agnostic business communications service paving the way for the ultimate unified virtual office—which is much needed in the medical field and in every industry today, given the situation businesses are in due to the pandemic. It’s called Total Connect Now℠, an ‘Any Device, Any Place’ architecture that truly enables mobility in today’s workplace,” says Pasquale, the proud founder, and CEO of Unified Office.

Total Connect Now℠ is an easy-to-use managed business communications service that integrates high quality voice and video communications, messaging, service-level monitoring, business continuity, IoT, AI and business analytics tools into a seamless, high quality, reliable communications service that can be configured to meet the unique needs of any practice or business. The solution provides an at-a-glance view of customer service responsiveness in real-time, along with on-demand and scheduled reporting and real-time analytics for any single or multi-location business. All of this is delivered to customers and resellers in the form of a managed service where Unified Office takes responsibility for customer support, 24x7.

“Our VoIP solutions can also be integrated with medical and dental CRMs, providing complete access to customer profiles and accounts. They can run their businesses seamlessly and effectively while ensuring patient care, even if they are working remotely,” asserts Pasquale.

In addition to their VoIP solutions, the company is also developing real-time analytics and expanding its IoT service platform (TCNOPSTM) for doctors, medical practices, and hospitals that will provide real-time and historical data on the health of their patients remotely via Internet connected devices. This is particularly important in the ongoing care for chronically ill patients. This will result in higher patient satisfaction, better patient outcomes, increased patient retention, and increased revenues and profitability.

A Much-needed Boon for Healthcare

Over the last four months, the healthcare industry has changed tremendously, owing to the devastation caused by the COVID-19 pandemic.
  • Unified Office’s core mission is to help businesses of all types monetize their communications service and solve problems that are unique to them


Even though physicians are doing their best to work remotely, there still is a need for them to keep a keen eye on chronic patients who need continuous monitoring—which is beyond traditional telephony’s capability. With Unified Office’s solutions that integrate directly with practice management software, medical systems, and Internet connected devices, doctors would be able to regularly check on their patients remotely and have real-time access to their health data for reference. Remote tracking of these patients could potentially save more lives and cut down on hospital visits and first responder calls.

“We are uniquely suited to help physicians and healthcare professionals take better care of their patients. By focusing on how data is captured, assembled, and displayed while being HIPPA compliant, we are focused on integrating IoT and telemedicine-based solutions along with communications that in total provide a better doctor and patient experience. With our upcoming solutions, doctors will be able to seamlessly access patient data that is captured via Bluetooth and Internet connected devices such as, blood glucose and pulse oxygen meters, blood pressure cuffs and thermometers for example,” explains Pasquale.

The medical services market is undergoing rapid change, the pace of which is largely unprecedented. Thanks to the Amazon Effect and the Internet, patients have come to expect immediate attention and a one-stop shopping experience from providers. Not being able to adapt quickly to these changes can result in missing new patient opportunities or appointments from existing patients, both of which can harm overall revenue and reputation. Pasquale sites an example of one customer —a growing dental practice with four locations in central Massachusetts.

This dental practice was planning to expand its initial footprint and add more offices with different disciplines and specialties to stay competitive and become a one-stop-shop for patients. Before working with Unified Office, their offices had a collection of different systems that included complex legacy PBX phone systems, various phone lines, and devices that were purchased from local phone companies. These devices were unreliable with poor call quality and lacked programmable features that could be configured easily to suit their office workflow. Additionally, they were expensive, complicated, inflexible to use, and in many cases, obsolete.

Unified Office intervened with its Total Connect NowSM managed business communications service. Not only did the solution unify all of their locations into one simple dialing plan, but it also helped their staff forward their existing phone numbers to any device, anytime, anywhere.

Unified Office enables both new and current patients to access valuable information even when their offices are closed. With the added capability of integration with top dental CRM software solutions such as Dentrix, Eaglesoft, and OpenDental, the dental practice could automatically view the customer record and medical history, the time of their last appointment, and patient information with each incoming call and this information won’t be lost when a call is transferred.

Unified Office’s mission is to help businesses of all types monetize their communications services and solve problems that are unique to them. For our health care customers, we aim to continue providing doctors, nurses and their staff with reliable, high quality, business class, voice communications, and simple and elegant, easy-to-use services and applications that help them improve the overall health of their patients and business operations. We enable them to address the challenges that we face today and in the aftermath of the ongoing pandemic,” concludes Pasquale.

Summary of Benefits for medical and dental practices, clinics, and hospitals:
• High quality, reliable voice and video services for remote diagnostics.
• The ability to use a drag and drop interface to easily configure and change practice management workflows as needed; no more missed appointments that can lead to lost revenue with Visual Call Flow Builder™.
• True location independence, enabling an attendant to manage multiple office locations from a single location, eliminating the need for admins at each practice office with Virtual Communications ConsoleSM.
• An Internet of Things capability to measure vital statistics from patients with TCNOPSTM.
• Easy to configure automated appointment scheduling and confirmation reminders via text, phone calls and emails to patients to increase appointment conversions.
• Business continuity that eliminates down time.
• Superior customer service, 24X7, provided by Unified Office in the US.
• Rapid installation of services without business down time.
• A single end-to-end managed service solution provided by one vendor.
• An Operational Management Suite™, a single easy to use portal to view, configure and manage all Unified Office services from any device, anywhere.
• Cost savings from the elimination of costly legacy T1 lines and/or MPLS circuits.
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Company
Unified Office

Headquarters
Nashua, NH

Management
Ray Pasquale, CEO and Founder

Description
Unified Office, Inc. is a leading provider of SDN-based, hybrid cloud, managed, Voice-over-IP (VoIP) and Unified Communications services to small and medium-sized businesses (SMBs). Unified Office’s Total Connect Now℠service architecture was purpose-built to deliver the highest quality of experience and availability, leveraging the latest in extensible business VoIP communications technology and cloud-based infrastructure to enhance SMB workforce productivity. Their cloud-based intelligent network incorporates Unified Office’s unique adaptive Highest Quality Routing Protocol™(HQRP™) for end-to-end service quality, and Business Continuity “shadowing” to ensure high availability operation over one or more redundant broadband links. The Unified Office Visual Performance Suite™ and IoT service platform provides a real-time view of changes in operational performance levels and actionable intelligence for SMBs, store managers and business owners, enabling them to readily determine real-time business performance, take immediate actions, and apply continuous operational improvements. This results in higher customer satisfaction, increased customer retention, and increased revenues and profitability

Unified Office