Unified Communications (UC) is a business communication system which merges all telecoms and communication services within a company. It involves the real time integration of such elements as voice or VoIP, instant messaging, mobile features such as single number reach, audio, web and video conferencing, desktop and data sharing, call control, speech recognition, and unified messaging across non-real-time communication such as voicemail, email, SMS and fax.
UC is therefore a set of products that provides a single user-interface which is unified across multiple devices and communication systems.
The key idea behind UC is that it allows an individual to send a message on one medium, and receive a response on another medium in a seamless and efficient way that improves productivity and collaboration.
Some of the benefits of UC in an enterprise business include:
- Better Insight and Analytics around Communication
UC allows a company to analyse trends in usage across various communications platforms and better understand how the people within the business communicate and collaborate. Companies with a UC system can look at how the technology is being adopted throughout the workplace and analyse how the various components are used.
Companies can also extract unique insights around internal communications within a business, such as which teams collaborate with each other most frequently or which divisions utilise which technologies more.
Externally, companies can use UC analytics to get a better view of how customers communicate with the business; this includes identifying communication patterns or trends, streamlining customer service and tracking customer requests.
The company can use all these insights to maximise UC’s strengths and ensure that they are getting the maximum value from their communications systems.
- Improved Workflow and Performance
The implementation of UC allows companies to better assess workplace performance. It makes it possible to asses an individual or team on factors such as, call length, number of calls, rate of first call resolution, etc. It also allows teams to collaborate and communicate more easily so that skills, information and insight can be shared within the organisation quickly and easily.
- Increased Mobility
UC gives employees the tools to work from any location and still communicate effectively with co-workers, clients or other stakeholders. Connected devices will enable staff to send and receive communications across a number of applications, including voice, text, IM, and email. They can also hold conferences, access data and collaborate on projects remotely.
A UC system can therefore have many benefits to a large enterprise as it makes communication easier and improves collaboration, workflow and reporting across the organisation.