Unified communications represents a concept where multiple modes of business communications can be seamlessly integrated. Unified communications is not a single product but rather a solution which consists of various elements, including (but not limited to) the following: call control and multimodal communications, presence, instant messaging, unified messaging, speech access and personal assistant, conferencing, collaboration tools, mobility, business process integration (BPI) and a software solution to enable business process integration.[1] The term of presence is also a factor – knowing where one’s intended recipients are and if they are available, in real time – and is itself a key component of unified communications. To put it simply, unified communications integrates all the systems that a user might already be using and helps those systems work together in real time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call, or even a video call – all within minutes. In another example, an employee receives a call from a customer who wants answers. Unified communications could enable that worker to access a real-time list of available expert colleagues, then make a call that would reach the necessary person, enabling the employee to answer the customer faster, and eliminating rounds of back-and-forth emails and phone-tag.
The examples in the previous paragraph primarily describe "personal productivity" enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.
When used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM "buddy lists") [11] -- the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence will identify available skills or capabilities.
This "business process" approach to integrating UC functionality can result in bottom line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.
The examples in the previous paragraph primarily describe "personal productivity" enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.
When used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM "buddy lists") [11] -- the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence will identify available skills or capabilities.
This "business process" approach to integrating UC functionality can result in bottom line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.
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