Assess Your Need for a Unified Communications Strategy
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Posted 23 Apr, 2010
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Just recently, I wrote about the importance of business continuity planning, risk management and disaster recovery strategies. I also shined a spotlight on IT Business Edge, Knowledge Network and our other Network sites to reveal checklists, slideshows and other related resources for addressing these areas. Have you taken a look and taken advantage? You might just lighten your load as an IT manager to have your piece of the business covered.
However, one important area I didn't cover is Unified Communications. Wondering what that means? As Carl Weinschenk described it in his Knowledge Network definition document:
Unified communications is the linking of communications applications within business processes. It features the ability to reach any devices on any network and includes a presence element that lets parties know who is available and unavailable on each device.
Among other obvious benefits to business communication, this collection of linked, pre-existing technologies has enormous potential for assessing the status and capabilities of your organization's IT department in the event of a disaster. This potential makes it perplexing that UC adoption isn't more widespread in business IT.
Take a look at what the Knowledge Network and IT Business Edge have to offer. We have what you need to develop a functional understanding of unified communications and what it can do for IT when the "unthinkable" happens.
More about Unified Communications on the Knowledge Network
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John Storts
says:
in response to Arthur Rosenberg
Thank you for the clarification. I see your point that P2P contact shouldn't be overlooked in a UC stategy; I think Mr. Weinschenk would agree.
While Carl Weinschenk doesn't come right out and say "person-to-person" explicitly, he does reference person-to-person interaction in his customer service example (i.e., in a UC system, the CS rep can contact and interact directly with another rep with appropriate product knowledge in the moment, rather than resorting to call-backs that slow or kill a sale). He also addresses the use of intertwined, existing technologies like instant messaging, SMS, and video conferencing that can be integrated in an innovative UC system to provide more-direct contact.
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John Storts
says:
in response to call management processes
callmanagement processes,
This comment would be more appropriate for the Discussion section of the Knowledge Network. Please re-post it there. Let me know if you have any questions about how to move the post. Thanks for contributing.
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call management processes
says:
I always suggest to Avaya GlobalConnect prducts. Appreciate for its services and technology provided as Unified Commuication.
ReplyPost a comment
I'm afraid I can't quite agree with Carl Weinschenk's definition of "unified communications." For openers, UC includes both "person-to-person" contacts s well as "business process-to-person" notifications which can then activate self-service applications. The bottom line is that all forms of contact can be interoperable, enabling maximum flexibility in how a contact is initiated and how it is responded to.
Art Rosenberg, The Unified-View
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