Unified Communications Definition
Posted
by: Margaret Rouse
Contributor(s):
John Burke
Unified communications refers to a broad
set of real-time and asynchronous communications tools, primarily
consisting of the following:
Email is sometimes included under the UC
umbrella as well.
Unified communications overlaps collaboration significantly; collaboration tools
such as those providing service desk automation or project management systems
often incorporate UC features, like team chat, or integrate with external UC
systems for those functions. UC also overlaps with contact center technologies -- for example, in
the form of automated call distribution (ACD) and interactive voice response (IVR) systems.
UC's mandate is to connect users no matter
where they are or what they are using; it encompasses participants in a variety
of contexts:
·
Traditional
office environments, with users on computers and using desk phones or softphones
and individual webcams.
·
Enterprise
conference rooms using speaker phones, a shared display system, and a shared
camera system (which might be traditional conferencing systems or high-end telepresence
systems).
·
Remote
participants working from mobile devices including tablets and smart phones,
using the audio and video native to the device.
Ideally, a unified communications
environment is in some sense "unified" -- i.e., it is integrated with
the back-end systems providing services and/or in the front-end clients
providing access. For example, in a UC environment, ideally, the Web
conferencing system makes use of the audio conferencing system, which in turn
is built on the core IP telephony platform, and the email client allows
click-to-talk, click-to-chat, or click-to-video functionality.
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