Definitions: Unified Communications

Definition

Unified communications is the linking of communications applications within business processes. It features the ability reach any devices on any network and includes a presence element that lets parties know who is available and unavailable on each device.

UC has a great number of business applications, from conferencing of widely dispersed groups using different tools to contact center personnel. The keys are that UC makes workforces more efficient and cuts total cost  and complexity of the communications infrastructure. When used to interact with customers or prospects, UC services can increase satisfaction and lead to more sales or solve problems that threaten to make customers leave. For instance, suppose a customer service representative senses interest on the part of a client in a product about which he has limited knowledge. That CSR can use UC to identify the internal person with the requisite knowledge of the product and connect them to the prospect immediately. This, of course, is far more likely to end in a sale than taking a message and having the expert call back later.

UC is a collection of pre-existing technologies that are linked together in an innovative web. The underpinning is IP over wired and wireless networks. Beyond that, the technical details vary depending on the precise nature of the UC application. Common UC applications are instant messaging, short message services, VoIP and video conferencing. The thread is the provisioning of presence capabilities. UC relies upon the Session Initiation Protocol (SIP) for establishment and teardown of calls and for other vital connectivity functions.

Slow Acceptance for UC

Despite all its advantages, UC has been slow to take off. It is a significant undertaking and may not be at the top or an organization’s priority list. UC also has been confused with  unified messaging – which is the concentration and delivery of messages to one repository. UC also is a hard sell because it largely involves applications the organization already uses. The advantages, therefore, are not as readily apparent as if the applications were not already being used.