From the first call to the last click — UNEWO designs and manages UC systems that keep your teams moving and your customers heard.
Platforms we architect, deploy and manage
UNEWO is a global Unified Communications consultancy and managed services provider, helping organisations modernise the way they communicate, collaborate, and serve their customers.
Today our team of seasoned UC engineers and architects brings deep hands-on experience across Cisco Collaboration, Microsoft Teams Voice, Webex Calling, and cloud-native contact centre platforms — working across Legal, Financial Services, Healthcare, Education, and Retail verticals.
Our model is vendor-agnostic and outcome-focused. We don't sell boxes — we solve communication problems.
Comprehensive UC and collaboration services for SMB and Enterprise — from cloud calling to contact centres, meeting rooms to monitoring.
Full cloud PBX replacement via Cisco Webex Calling, Microsoft Teams Phone, Zoom Phone, or RingCentral. Includes PSTN connectivity, number porting, and dial plan design.
End-to-end Teams Phone deployment: Operator Connect, Direct Routing, CUBE SBC integration, calling plans, E911 compliance, and voice governance.
CUCM, Cisco Unity Connection, UCCX, Jabber, and Webex App deployment, upgrade, and migration. On-premise, hybrid, and full cloud transformation.
Cisco CUBE, AudioCodes, Ribbon SBC configuration for SIP trunking, PSTN gateway integration, E.164 normalisation, and toll-fraud protection.
Structured migration from legacy PBX (Mitel, Avaya, NEC) to modern cloud platforms — including readiness assessment, phased cutover, and user adoption programs.
Proactive administration, moves/adds/changes, licence management, and incident response. Tiered SLAs for SMB (business hours) and Enterprise (24x7 NOC).
Design and deployment of Cisco Room Kits, Webex Boards, Microsoft Teams Rooms (MTR), Poly, and Logitech systems for huddle spaces through large boardrooms.
Full MTR deployment: hardware procurement, OOBE setup, Teams admin centre configuration, room account provisioning, and Intune policy management.
Microsoft Teams Panels, Cisco Room Navigator, and third-party room booking integrations. Calendar integration with M365 and Google Workspace.
End-to-end AV design: displays, audio DSP, control systems (Crestron, Extron), cabling, and rack build. Seamless integration with UC platforms.
Remote monitoring, firmware management, fault resolution, and periodic health checks. Includes hardware swap SLA for Enterprise clients.
Role-based training, quick-start guides, and on-site or virtual instructor-led sessions to drive technology adoption across all meeting room personas.
24x7 real-time monitoring of CUCM, Unity Connection, UCCX, Webex Calling, SBCs, and voice gateways. Proactive alerting before outages impact users.
Continuous MOS tracking, jitter, packet loss, and latency analysis across VoIP paths using Cisco CUBE CDRs, Teams Call Quality Dashboard, and third-party tools.
Automated status checks for MTR, Cisco Room devices, and BYOD peripherals. Instant alerting on offline devices, firmware drift, and certificate expiry.
Ongoing WAN, LAN, and SD-WAN monitoring for VoIP QoS: DSCP marking, policing, and queuing validation.
Monthly executive dashboards covering uptime, MTTR, call volume trends, and QoS compliance. Available for SMB (monthly) and Enterprise (real-time portal).
Integrated ITSM ticketing with UC-specific runbooks, automated escalation workflows, and root-cause analysis reporting.
Cisco UCCX and UCCE call flow design, scripting, prompt recording, CTI integration, and agent desktop configuration for SMB through large enterprise environments.
Multi-level DTMF menu design, account authentication via ANI/DNIS, dynamic menu prompts, business hours routing, and holiday schedule automation.
Conversational IVR using Google CCAI, Nuance, or Webex AI: NLU, intent detection, slot-filling, and seamless agent handoff with full context transfer.
REST/SOAP API integration connecting IVR systems to Salesforce, ServiceNow, Epic, and custom back-end systems for real-time data lookup and screen-pop.
Call abandonment analysis, containment rate tracking, caller journey mapping, and iterative optimisation to continuously improve self-service rates.
Automated outbound campaigns, appointment reminders, payment alerts, and emergency notifications. Compliant with CRTC, TCPA, and GDPR regulations.
End-to-end deployment of Webex Contact Centre, Cisco UCCE/UCCX, Five9, Genesys Cloud, and Amazon Connect. Includes architecture design, ACD/IVR build, and agent desktop configuration.
Voice, email, chat, SMS, and social media unified routing with skills-based, priority, and AI-assisted queue management. Single-pane agent experience.
Forecasting, scheduling, and adherence tracking integrated with Calabrio, NICE IEX, or Verint. Helps SMBs right-size staffing and enterprise teams optimise at scale.
Real-time agent guidance, suggested responses, knowledge article surfacing, and post-call auto-summarisation powered by Webex AI, Google CCAI, or Azure OpenAI.
Real-time wallboards, historical reporting, custom KPI dashboards, and sentiment analysis. Integrations with Power BI, Tableau, and native CC analytics tools.
Ongoing CC platform administration, campaign management, queue updates, agent provisioning, and incident management. Business-hours SLA for SMB, 24x7 for Enterprise.
Fully managed UC operations covering CUCM, Webex Calling, Teams Phone, UCCX, and SBCs. Proactive administration, MAC management, license governance, and guaranteed SLAs for SMB and Enterprise.
Round-the-clock monitoring of UC infrastructure, voice gateways, SBCs, and meeting room devices. Proactive alerting, call quality (MOS) tracking, and escalation before issues impact end users.
Full integration with ServiceNow, Jira Service Management, Freshservice, and Zendesk. Automated ticket creation, UC-specific CMDB population, incident workflows, and SLA breach alerting.
UC-specific runbooks, root-cause analysis, and post-incident reports. Structured problem management to eliminate recurring faults across voice, video, and collaboration infrastructure.
Controlled change management for UC environments — firmware upgrades, dial plan changes, certificate renewals, and feature rollouts — planned, tested, and communicated with zero surprise outages.
Executive dashboards, monthly SLA reports, MTTR analysis, call volume trending, and QoS compliance metrics. Real-time portal access for Enterprise clients; scheduled reports for SMB.
Whether you have 20 users or 20,000, UNEWO has a validated solution pathway — designed and priced for your reality.
Streamlined, cost-effective UC and contact centre for growing businesses. No complexity you don't need, no features you'll never use.
Complex, multi-site, multi-platform UC estates managed with CCIE-level expertise and enterprise-grade SLAs.
Safe, structured exit from Mitel, Avaya, NEC, or on-premise Cisco — with zero user disruption and full feature parity.
Pre-validated solution blueprints for compliance-sensitive industries.
Real outcomes from real clients across industries and geographies.
A mid-size litigation firm on end-of-life Avaya IP Office needed a compliant, cloud-first replacement with full call recording and matter billing integration.
A Texas-based regional health system with 12 facilities required a HIPAA-compliant omnichannel contact centre with appointment self-service IVR and Epic EMR integration for real-time agent screen-pop.
A multinational bank required a zero-downtime CUCM upgrade across 14 sites with MiFID II-compliant call recording and SBC redundancy implementation.
A national retail chain needed a consistent meeting room experience across head office, regional offices, and flagship stores with centralised device management.
A Dutch regional bank operating across 18 branches needed to exit an end-of-life on-premise PBX estate and consolidate onto Webex Calling with AudioCodes SBC and full GDPR-compliant call recording.
A global tier-1 manufacturer headquartered in Tokyo required a zero-downtime CUCM 14 upgrade across 9 Asia-Pacific sites combined with a Microsoft Teams Phone hybrid deployment for remote workers.
Whether you're planning a migration, need an expert review, or want a quote — we're ready to help.
Talk to a UNEWO specialist — no obligation, no pitch deck. Just an honest conversation about your environment and what's possible.