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Unified communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information, IP telephony, video conferencing, call control and speech recognition with non real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types.

Unified communications in action

Given the sophistication of unified communications technology, its uses are myriad for businesses. It enables users to know where their colleagues are physically located (say, their car or home office). They also have the ability to see which mode of communication the recipient prefers to use at any given time (perhaps their cell phone, or email, or   instant messaging). A user could seamlessly set up a real-time collaboration on a document they are producing with a co-worker, or, in a retail setting, a worker might do a price-check on a product using a hand-held device and need to consult with a co-worker based on a customer inquiry. With unified communications, instant messaging and presence could be built into the price check application, and the problem could be resolved in moments

 

 Business benefits of unified communications

Unified communications helps businesses, small and large alike, to streamline information delivery and ensure ease of use. Human delays are also minimized or eliminated, resulting in better, faster interaction and service-delivery for the customer, and cost savings for the business. Unified communications also allows for easier, more direct collaboration between co-workers and with suppliers and clients, even if they are not physically on the same site. This allows for possible reductions in business travel, especially with multi-party video communications, reducing an organization's carbon footprint.

Many UC platforms can also be integrated into automation systems to aid in rapid response for incident situations. Organizations are often concerned with emergency incident response time in a disaster recovery, client impacting, or revenue losing incident. Organizations must be able to resolve these issues as fast as possible to prevent further impact on business processes. Having a UC system fully populated with names, phone numbers, email addresses, IM names, and access to video and voice can be a great benefit to organize incident response teams as fast as possible and ensure that these teams have all the information available when the incident occurs. This can be accomplished with automation systems and incident response processes to allow business teams to quickly establish communication to a number of required individuals by simple clicking a button or submitting a command for a certain escalation procedure. A fully integrated UC platform can be interfaced with to receive commands from an automation system and quickly establish communications with the proper individuals. Having these teams be able to quickly establish full communication regardless of presence allows the incident to be managed and solved through the best available open communication tunnels.

Who is it for?

Unified communications is very useful for knowledge workers, information workers, and service workers alike, many of whom may cross the lines between the three sectors on a daily or hourly basis, depending on the task and the client. With an increasingly mobile workforce, businesses are rarely centralized in one location. Unified communications facilitates this on-the-go, always-available style of communication. In addition, unified communications technology can be tailored to each person’s specific job or to a particular section of a company.[