Unified communications defined
Marty Parker, Contributor
Unified communications (UC) is defined by industry executives, leading analysts and consultants
as communications integrated to optimize business processes . UC can be broken up into two
broad UC categories:
- UC user productivity (UC-U): This type of UC model provides new ways for individuals to do
their jobs, ultimately facilitating business transactions.
-
- UC business process (UC-B): This model includes tools that are linked to or embedded into
business processes and software applications -- automating, accelerating and assisting in accurate
communications functions.
Both UC-U and UC-B are valid and important approaches; many enterprises start with
When you register, you’ll also receive targeted alerts from my team of editorial writers and independent industry experts with the latest news, tips, and advice to help you do your job more efficiently and effectively. Our goal is to keep you informed on the hottest topics and biggest challenges faced by Exchange professionals today working with Exchange, Outlook and other related technologies.
Margie Semilof, Editorial Director
Premium Access
Register now for unlimited access to our premium content across our network of over 70 information Technology web sites.
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States.
Privacy
Dig Deeper
-
People who read this also read...
This was first published in May 2010
UC-U and grow
into UC-B. However, UC-B will consistently produce the highest returns on your UC investment.
UC provides new ways to communicate that, in turn, allow enterprises to improve business
processes and operations. UC provides the following tools:
- Presence: Shows the availability and location of people and resources
- Software: Allows communications to be assisted, managed or enhanced
- Pervasive (IP) networks: Enable high-speed communication links almost anywhere
- Instant messaging (IM)/chat: Provides easy, speedy textual communication
- Enhanced conferencing: Facilitates all modes of conferencing—voice, Web, video, IM
- Collaborative workspaces: Supply a contextual workspace for communications
- Application portals: Deliver information and tools, including communication, to users
- Natural speech recognition: Delivers a reliable, fast and easy communication input
- Dashboards with metrics: Produce feedback on UC usage and improved outcomes
All of these tools are mixed and matched to create and implement specific UC applications -- no
application requires all these new tools. Therefore, enterprises and IT/telecom teams can select
only the technologies they need to meet specific UC business goals.
Separating unified messaging from unified communications
UC is often confused with other similar and established technologies, such as unified messaging
(UM). This is, perhaps, its biggest challenge. Even seasoned professionals use the term "unified
communication" in concert with "unified messaging" (UM) because the two technologies share certain
characteristics. But it's important to realize that these are two very separate and distinct
technologies that serve different aspects of the industry.
Although unified messaging optimizes business processes similarly to unified communications
(UC), it's still different. UM, which has been around since the early 1990s, has features that are
similar to UC, including:
- Improved notification of new voice messages -- This can enhance responsiveness and service.
With UM, voice messages and faxes are visible in an email inbox and headers appear on mobile
devices such as BlackBerrys and other smartphones.
-
- Easier filing and management of voice messages and faxes -- Since voice messages and faxes can
be stored in the same folders as email messages, they can be automatically archived with
email.
-
- Improved workflow related to voice messages and faxes -- Email rules and workflow tools can be
used to route the messages, incorporate them into customer records or hold them for follow-up
action.
UM does not, however, share other UC characteristics, such as availability presence or real-time
communications that include chat, voice calls, Web application sharing or video conferencing. In
addition, UM lacks API sets and toolkits that allow the integration of UC functions into Web
portals, mobile devices and business application software.
In fact, using UC tools often minimizes the use of both voice messaging and UM. With the
presence capability to show if a call recipient is available, fewer calls go unanswered. Since
software modules assist users, callers can be re-routed to connect with another member of the team,
rather than having to leave a message.
Unified messaging can be a part of unified communications, since it can be used to optimize a
business process. However, UM alone does not define UC. It's good practice to consider both sets of
tools when looking to enhance your business.
Disclaimer:
Our Tips Exchange is a forum for you to share technical advice and expertise with your peers and to learn from other enterprise IT professionals. TechTarget provides the infrastructure to facilitate this sharing of information. However, we cannot guarantee the accuracy or validity of the material submitted. You agree that your use of the Ask The Expert services and your reliance on any questions, answers, information or other materials received through this Web site is at your own risk.
