* Unified communications (UC) is the integration of real-time communication services – mentioned above.* 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.
to simplify and integrate all forms of communications in view to optimize business processes and reduce the response time, manage flows and eliminate device and media dependencies. It should be possible to easily transfer any activity or message to another medium. For example, one can receive a voice mail message and choose to access it through email or a cell phone. If the sender is online according to the presence information and currently accepts calls, the response can be sent immediately through text chat or video call. Otherwise, it may be sent as a non real-time message that can be accessed through a variety of media.
Customer Facing Impact<br />43% of Global region firms expect biggest impact on sales & cust. service personnel<br />Communications In Today’s WorkplaceEnvironment: Chaotic, Cost-conscious, fragmented, and demanding<br />Changing Workforce<br />Communication Chaos<br />Average information worker gets >50 messages/day in up to 7 different places<br />Talent shortages, ageism, and culture clash among them will force employers to rethink acquiring and managing talent.<br />Globalization<br />Process Inefficiencies<br />78% of CEOs say their companies are going global to find new customers<br />93% organizations missed deadlines resulting in loss revenue to competitors<br />Increased Mobility<br />87% of workers work outside their headquarters building <br />Tag!<br />~60% of enterprise phone calls go to voicemail, driving additional phone calls, emails, IM, etc….. <br />CXO Impact<br />24% Global region companies expecting senior management would receive significant benefits form UC<br />
What Is Unified Communications?<br />Instant messaging<br />Presence information<br />IP telephony<br />Video conferencing<br />Call control <br />Speech control<br />
How its different from unified messaging.<br />Unified communications refers to both real-time and non-real time delivery of communications based on the preferred method and location of the recipient<br />Unified messaging systems picksmessages from several sources (such as email, voice mail and faxes), but holds those messages only for retrieval at a later time.<br />
Business process integration<br />Allows an individual to send a message on one medium and receive on another<br />Main focus of Unified Communications is to reduce communication response time<br />
Components<br />Multiple modes of business communications can be seamlessly integrated<br />A solution which consists of various elements<br />call control <br />Multi mode communications<br />Presence<br />instant messaging<br />unified messaging<br />speech access and personal assistant<br />conferencing <br />collaboration tools<br />Mobility<br />business process integration <br />
Business benefits<br />Streamline information delivery <br />Ensure ease of use<br />Faster interaction and service-delivery<br />More direct collaboration between co-workers and with suppliers and clients <br />
Who is it for<br />Unified communications is very useful for knowledge workers<br />Information workers<br />Service workers <br />Facilitates always-available style of communication<br />Can be tailored to each person’s specific job or to a particular section of a company<br />