Unified messaging allows organizations to integrate different communication media like email, phone, and text into a single interface, accessible across devices. It can increase productivity and reduce costs by streamlining communication. The document discusses how unified messaging solutions optimize business processes, enable corporate growth through innovation, improve individual and team productivity, and lower expenses. Aruhat Technologies provides products like TeleOSS that offer unified messaging and other mobile services.

1. WHITE PAPER
UNIFIED MESSAGING
BUILDING BRIDGES AND REDUCING GAPS

2. Unified communications offers benefits which corporates,
governments and individuals can realize to increase
productivity, sales, network, awareness and reduce time
to reach target market/individuals. As the analysts
forecast in their respective reports, a large portion of
unified communications market is yet untapped.
As unified communication remains yet to be completely
explored and its implementation as organization wide
single strategy is just taking shapes with few solution
providers. Unified messaging becomes one of the key
sub-strategies to be implemented by the organizations.
Organizations need to look for service providers who can
provide single platform for unifying all messaging needs
across the organization to connect to employees,
customers, sales prospects and other key stakeholders.
Unified messaging (or UM)
is the integration of different electronic
messaging and communications media
(e-mail, SMS, fax, voicemail, video
messaging, etc.) technologies into a
single interface, accessible from a
variety of different devices.
UNIFIED MESSAGING
BUILDING BRIDGES AND REDUCING GAPS
Unified messaging solutions should offer freedom to its
users even when they are mobile across voice, text and
video services. The service providers need to innovate
with mobile users' location/presence information (human
or things) and should be pre-integrated with
organization's directory to unite communications across
enterprise. The service providers should offer solutions
which accelerate growth, boost innovation and reduce
costs.
TechNavio forecast the Global
Unified Communication market to
grow at a CAGR of 15.85 percent
over the period 2012-2016.
Gartner forecasts global business
spending on unified
communications infrastructure to
be 20 billion by 2015.
Frost and Sullivan breaks the
perception that unified
communication & unified
messaging are nosediving with
social media and over-the-top
data based instant messaging
applications and explains
increasing unified messaging
trends in report “Analysis of the
Global Enterprise Voice and
Unified Messaging Market”, 2013.

3. A GOOD
UNIFIED MESSAGING SOLUTION
SHOULD IMPACT
Optimizing business processes
Corporate growth opportunities with innovation
Individual productivity & team collaboration
Reduce costs & increase ROI
The white paper describes how each of the area mentioned above
will be enabled by unified messaging.

4. Optimizing
business processes
These automated processes remove human latency,
improve accuracy and enable faster decision making.
Thus, providing much stronger ROI to many lines of
business and vertical industries. Enterprises need to
invest in platform which unifies all the communication
mediums viz. voice, video and text and integrates with
their varied IT infrastructure. A good solution should be
able to integrate with IT systems and also get triggers
from external human interfaces to stimulate actions on
respective IT systems.
Today's competitive times have made each process in
business very time-critical. Delay at any stage becomes a
missed opportunity. Enterprises need approach which
helps them streamline business processes and align
employee as well as organization goals. Major
technological advancements have made unified
communications as one of the major contributors for
organization growth. First step in implementing this
strategy is unified messaging.
Unified messaging enables in optimizing the business
processes by reducing the human latency that exists
within a process flow. A simple example can be, production
department has sent raw material requisition request to
purchase department via ERP system. The purchase
manager, is on leave and hence cannot approved the
request. An integrated messaging system enables
organization to auto send requisition request by SMS or
IVR on purchase manager's mobile. He can view the
message and approve or disapprove the request via
sending keyword to short code which is parsed &
forwarded to ERP system. If the manager does not provide
the necessary approval within a designated period of
time then the business process would invoke a
unified messaging service such as “notify and
respond” from an SMS, IP PBX, voice
portal/IVR, conferencing application, etc.
or invoke escalation. Thus, these
embedded unified messaging
services would “notify” the person
that they need to do something.
If the person does not
“respond” to the notification
then it can be escalated to a
manager in the same
manner.
This process is referred
as Communication-enabled
business
processes (CEBP)
Enterprises can
implement various use
cases to automate and
optimize their business
processes.
Few mentioned are
Alarms and notifications
Business work flow automation
Business reporting
Fleet & vessel tracking
Stock portfolio alerts and confirmations
Contact center and customer support
Agent less product trainings
Inventory management
Order processing

5. Corporate
growth opportunities
with innovation
People communicate with each other through various
media and over multiple communication channels. The
corporates need to tap this opportunity and offer services
and solutions which makes communication with their
customers much simpler and less complicated. For
example, a fertilizer manufacturer may want to reach his
target audience in far areas of country. In order, to
develop the region & understand the market potential
their employee is required to be available in the market
physically or may appoint a primary research
organization. This whole setup will require quite a lot of
investment in time and money. However, with a simple
USSD/SMS based survey in local language can
overcome this barrier with reduced time to research and
even control costs.
The organizations in retail, manufacturing or service
industry need to innovate the way they can reach their
target audience, enable themselves to be more & more
reachable by the customers. Corporates need to deploy
more than one ways to be reached. The organizations
can keep in touch with their customers, reach potential
customers and bring brand awareness with unified
messaging platform.
Deployment of unified messaging platforms will enable
corporates to reach out new opportunities of offering
their solutions and instill growth. A retailer in a shopping
mall can promote it's products to people stepping inside
the mall via SMS, flash messages or offer a video with
MMS, which will entice people to take a look at the
offerings. An integration between the location server,
unified messaging platform and operator network will
enable this promotion and make retailer expand its
network of target audience. Easy to configure and
integrated platforms will bring quick implementation of
strategics and reap benefits.
Few growth opportunities and areas of
innovation for the corporates can be
Innovative advertising campaigns with
quick to implement contests and
location based targets
Effective surveys & polls to reach larger
target audience
Launch step-by-step guides to educate
existing & potential customers with
USSD implementation
Offer regular expert advice, offers and
tips of use to existing customer to
increase its value
Differentiate from competitor by opening
multiple & easy to use communication
channels viz SMS, USSD, IVR
With unified messaging platform and respective service
providers, corporates can innovate and monetize on
growth opportunities. Ease and innovativeness will
always remain the key factors for sustainable growth and
retain customers, with much lesser costs.

6. Individual productivity
& team collaboration
Increasing individual employee productivity and team
collaboration is one of the key factors which can
transform organizations. Organizations need to work on
strategies by enabling employees to save time in
everyday activities through capabilities such as “click to
call” and unified messaging. Employees can benefit from
work flow automation, where they can access
information, take actions via messaging and even get
product trainings via IVR on their mobile handsets. This
helps then leverage their time, even when they are
mobile and hence increase their productivity.
The strategies can be extended for productivity
improvements to workgroups through collaboration and
conferencing tools, and generating significant cost
savings through system consolidation, reduction in
external communications costs, travel, and even real
estate.
Reduce costs &
increase ROI
Unified messaging brings ease of communication, ease
of accessing information and enable quick action
irrespective of location for corporates employees &
customers. This further leads to reduction of costs
significantly. A leading telecommunications company in
Europe estimates that saving just 30 minutes per week
for each of its 1,500 employees amounts to $1.48 million
in productivity gains. By replacing and consolidating
disparate voicemail and fax systems with Unified
Messaging, companies can reduce the cost of voicemail
by 20 to 60 percent.

7. Conclusion
Corporates need to envision the need of unified
communication and enabled processes for faster growth.
Planning early for effective user adoption can open up a
whole new world of benefits. One that includes increased
sales, improved customer satisfaction and loyalty,
improved vendor relationships, and reductions in costs,
errors and waste.
Service providers need to innovate in terms of services
and offerings which bridge gaps between the legacy and
new technologies. The innovation in offerings can be
built with innovative platform which unifies needs of
communication and messaging and bridge gaps
between organization, employees, customers, vendors
and ecosystem. Service providers as well as corporates
should invest in unified messaging platforms which bring
value to the services and operations, with innovation,
agility to respond to market needs and easily integrable
with IT ecosystem.
TeleOSS
Unified messaging
VAS platform
Aruhat Technologies offers mobile VAS delivery solutions
which are built on robust and scalable technology. The
solutions are created to build bridges across complete
MVAS messaging value chain by adding business value
at each component. It enables each player in value chain
to explore the business opportunities by facilitating
launch of new services and new revenue streams.
TeleOSS
MVAS Offering

8. ARUHAT TECHNOLOGIES PVT. LTD.
Aruhat Technologies Pvt. Ltd. was
incorporated in the year 2004 in India with
a vision of building technologies which
enable business and serve enterprise
customers by providing easily integrable
software products and solutions.
Thus, building products and solutions which
will enable our customers and partners to
open new revenue streams and boost
revenues with operational and business
excellence. Aruhat is successfully moving
towards product based solutions around its
emerging technologies to serve and extend
its business reach to the global
marketplace.
Our suite of product/services solutions
includes DataCrops - web data extraction
platform, TeleOSS - VAS delivery platform
and Openzki – Open source IT services &
solution platform.
India Office
Aruhat Technologies Pvt. Ltd.
508, Atlanta Tower, Gulbai Tekra,
Off C.G. Road, Panchwati
Ahmedabad - 380 006
Gujarat, India.
Ph:
email:
+91-79-40200900
info@aruhat.com
USA Office
Ph:
email:
+1-617-620-9534
north.usa@aruhat.com
www.aruhat.com/teleoss
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