What is Unified Communications?

You have probably heard of the term Unified Communications, or UC. It has become something of a buzzword recently in the world of telecoms and business communications. But what does it actually mean? In this article, we provide a beginner’s overview of the term ‘Unified Communications’ and consider some of its benefits.

Put simply, Unified Communications is a software application that combines the elements of different communications into a single application. All of your messages and contacts can be linked into a single presence. This means that all communications platforms are routed to a consistent interface. Unified Communications solutions can vary considerably depending on the provider. However, the majority of UC solutions include the following key components:

• Telephone/Voice – UC began by considering how the new VoIP technologies, that are rapidly replacing traditional telephone systems, could be integrated with other forms of internet based communication. To support voice communication over IP networks, as opposed to the traditional PSTN, providers tend to offer specific hardware as well as back-end appliances or cloud-based services. IP telephony can also be implemented on mobile devices such as tablets and mobile phones as well as desktop computers. Organisational directories and contact functions are available on multiple devices for ease of use. As UC has developed, voice communications increasingly overlap with other functions.
• Conferencing – Conferencing within modern UC technology includes any video or voice solutions that allow real-time collaboration amongst multiple users. Conferencing includes desktop sharing, document sharing, group video chat, conference room video and remote presentations.
• Messaging – Messaging generally refers to voicemail, text messaging (SMS), fax transmissions and Email. Sometimes referred to as Unified Messaging (UM), this centralises messages across all platforms into a single location.
• Instant Messenger – Instant Messenger (IM) differs from messaging because it generally involves real-time interactions between users for quick messages back and forth. With UC solutions, the ability to determine a colleague’s presence (physical, virtual, mobile or remote) is usually integrated with IM features.
• Client/user experience software – With UC, the user experience is determined by the client software. This can be made available in a web browser as well as desktop and mobile applications. These applications manage all aspects of telephony, messaging and presence with single sign-on to integrated applications.
• Integrated applications – This will vary, depending on the provider. Providers may offer pre-built integrations, APIs or their own integrated software and services. Capabilities of UC solutions can be extended to business process automation for a wide range of services including call centre management, business intelligence, CRM, Email and more.

UC works by integrating differing communications services, optimising differing technologies, for efficient and effective communications. These days, people want to use communications tools wherever they are – not just at home or in the office. Businesses are becoming increasingly virtual; many elements are decentralised and now only exist online. Workers and businesses themselves are not necessarily fixed at one physical location these days. There is a growing trend for flexible, remote and mobile working and the nature of communications is changing accordingly. Unified Communications is a response to all of these factors.

With UC available on multiple devices, it promotes collaboration amongst employees and associates and coordinates users for productivity increases. UC software is linked to your business telephone system, whether it is an on-premise or cloud-based system. Each user then has a licence, which links their desktop computer to the telephone system and any mobile devices. An app will usually need to be downloaded for mobile devices. Some training may be required for users to understand the UC applications. Training can either be web based or onsite. However, UC is designed to streamline operations and improve efficiency so it tends to be user-friendly.