Financial services live and die by their ability to move fast without missteps. From traders making million-dollar decisions to relationship managers handling sensitive client conversations, every interaction counts. Crucially, behind those front-line moments nestles a deep web of internal collaboration between compliance officers, risk teams, product specialists, and IT.
In 2025, that delicate web is under strain. Markets are volatile. Remote and hybrid work is the new normal. Client expectations are becoming more demanding and more digital. Meanwhile, regulators continue to tighten the rules around how firms manage data and communications.
Against this backdrop, outdated telephony systems, siloed chat apps, and bog-standard email chains are no longer fit for purpose. Financial institutions need unified communications and collaboration (UC&C) platforms that help their people operate faster, smarter and more securely without accruing new compliance risks.
However, not every UC solution has been built for this world. This guide explores the distinct communication challenges facing financial services firms in 2025, what to look for in a future-ready UC&C stack, and how the leading platforms compare so that you can choose the proper foundation for your next era of innovation.
- Microsoft Enhances Compliance of 365 Copilot for Financial Services Firms
- Barclays Rolls Out Copilot to 100,000 Colleagues: Is Microsoft Cornering Banking?
The 2025 Communication Challenge: Breaking Silos Without Breaking the Rules
The stakes in financial services communications are astronomically high. A lost message is more than a mere inconvenience; it is a regulatory violation. A delayed client response can trigger reputational risk, and a missed collaboration opportunity can signal a lost deal.
Yet many firms still grapple with fragmented legacy systems, from trading floors running on old-school PBX phones and wealth advisors juggling email and mobile apps, to compliance teams buried in disconnected audit trails. Throw in hybrid work, third-party partners, and increasing cross-border operations, and communication becomes a mangled muddle of risk and inefficiency.
At the same time, client expectations are ever-swelling. Ultra-high-net-worth individuals expect real-time, omnichannel service. Institutional clients want seamless access to insights and expertise. Across the board, financial professionals need to collaborate instantly, securely, and in compliance with a growing thicket of global regulations.
That’s why the right UC&C platform is far more than just an IT choice. If chosen carefully, it’s a strategic enabler of speed, trust, and client experience.
What Financial Services Leaders Should Demand from UC&C in 2025
Choosing the right UC platform starts with properly understanding what makes financial services different.
First and foremost, compliance is non-negotiable. Every voice call, chat message, and video meeting must be logged, monitored, and retrievable in accordance with regulations like MiFID II, Dodd-Frank, FINRA, and GDPR. Platforms must support enterprise-grade archiving, legal hold, and seamless integration with surveillance systems.
Security is obviously paramount. Table stakes include end-to-end encryption, multi-factor authentication, granular role-based access, and zero-trust architecture. Any platform used by front-office professionals or client-facing teams must protect sensitive data at every single layer.
Mobility with control is also essential. Traders, advisors, and relationship managers increasingly operate across mobile devices, but without compromising audibility or introducing unmonitored channels.
Then there’s integration. UC platforms must connect with CRM, document management, trading systems, and compliance tools to maintain frictionless workflows and complete oversight.
Finally, AI and automation are now strategic differentiators. From real-time transcription and compliance flagging to AI-powered summarisation of client calls, the right AI-powered UC&C stack can hand financial services firms and banks an edge in efficiency, service quality and risk mitigation.
Microsoft Teams is the Enterprise Standard for Integrated Collaboration
For many financial institutions, Microsoft Teams is already embedded in their Microsoft 365 ecosystem, and for good reason. Teams delivers powerful collaboration capabilities, deep integration with Office tools, and a robust compliance and security framework.
Microsoft’s commitment to financial services is strong. Teams supports voice, video and chat compliance recording, integrates with key surveillance and archiving platforms, and meets stringent global regulatory requirements.
With Microsoft Copilot now fully integrated, Teams also becomes a proactive assistant, helping relationship managers prepare for client calls, summarise meetings, and draft follow-ups, all within a compliant framework.
Where Teams shines: Global banks, large insurers, wealth management firms, and firms seeking deep integration with enterprise productivity tools.
Caveat: For firms needing ultra-low latency communication (e.g. trading floors), Teams may not be the best fit for real-time voice performance.
RingCentral Offers Flexible UCaaS with Strong Compliance and Mobile Capabilities
RingCentral offers a flexible, cloud-native UCaaS platform with enterprise-grade voice, video, messaging, and contact centre capabilities. It excels at providing strong mobile-first experiences, perfect for advisors, brokers, and executives on the move.
RingCentral’s compliance capabilities are notably strong. The platform supports full call recording, archiving, and integration with leading compliance recording solutions. It also offers advanced analytics and AI features, including real-time transcription and sentiment analysis, which are valuable for both client service and risk oversight.
Where RingCentral excels: Mid-market firms, boutique investment managers, broker-dealers, and advisory teams needing agile, mobile-friendly communication with robust compliance.
Considerations: While RingCentral is powerful, some large banks and Tier 1 institutions may prefer platforms with even deeper native integration into trading or core banking systems.
Zoom is the Simple, Scalable Collaboration for Client Engagement and Internal Teams
Zoom has earned a strong foothold in financial services, particularly in wealth management, insurance, and client advisory roles. Its ease of use, reliable video quality, and broad device support make it ideal for client-facing interactions and internal collaboration.
Zoom’s Financial Services Industry (FSI) offerings now include advanced compliance and security features, encompassing integrated recording, archiving, AI-generated summaries, and strong encryption. Its AI Companion adds time-saving features like call summarisation and live translations, perfect for multi-national client bases.
Where Zoom fits best: Wealth and asset management firms, insurers, and advisory businesses that prioritise client interaction and internal collaboration over deep integration with trading infrastructure.
Limitations: Firms with high regulatory complexity may require additional third-party tools to ensure full compliance coverage across all Zoom channels.
Cisco Webex is the Secure Powerhouse for Complex, Regulated Environments
Cisco Webex has long been the go-to choice for highly regulated industries, and it remains a strong contender for large financial institutions in 2025. Webex offers exceptional security, advanced compliance controls, and deep analytics, making it ideal for firms where oversight and auditability are mission-critical.
Webex’s flexible architecture supports everything from real-time trading communication to client video calls, internal collaboration and virtual events. Its AI-powered transcription and summarisation features accelerate productivity while maintaining full audit trails.
Where Webex excels: Global banks, trading firms, capital markets operators, and any financial services organisation needing ultra-secure, fully compliant communication at enterprise scale.
Potential trade-offs: Webex can be complex to deploy and manage, and may be overkill for smaller firms without dedicated IT and compliance teams.
In Financial Services, Communication Is Now an Extension of Risk Management
In 2025, unified communications have evolved from a basic IT function for financial services firms into a strategic pillar of client trust, regulatory compliance, and competitive agility.
Microsoft Teams offers seamless integration and enterprise strength for global firms. RingCentral delivers mobile-first flexibility and strong compliance for mid-market players and advisory teams. Zoom brings simple, scalable tools ideal for client-facing teams and wealth managers. Cisco Webex powers the most complex, highly regulated environments with unmatched security and control.
The right choice depends on your size, client profile, risk appetite, and ambition. In a space where the next big opportunity, or the next big fine, can hinge on a single message, your UC&C platform is one investment you can’t afford to get wrong.
