Unified Communications is the convergence of all business communication applications, across a range of interfaces including PC, Telephone, Web or Mobile Device. UC provides simplified interaction between agent and customer - users of unified communication can manage all their voice and messaging applications from one interface and customers can contact individuals through single number access.
Users can access and respond to any communication message, (voicemail, text and e-mail) and react to real-time communication (phone calls, instant messaging, video conferencing etc) from one interface. Users are able to seamless switch between communication applications while a communication application is in progress. For example, a user can switch from a mobile phone to desk phone or click to call the sender of an e-mail. Unified Communication works irrespective of device or location.
Imagine these scenarios:
- A purchasing agent has a rush order and connects with the salesperson dialing one number that simultaneously rings his mobile and desk telephone
- An executive responds to an important email via a recorded voice attachment while flying on an airplane
- A team collaborates via conference call that is set up while all are mobile without access to each team member's telephone number
- A call is smoothly connected from desk telephone to mobile telephone so the employee is not late to her next meeting
- A knowledge worker using VPN securely connects to the call center from home 2 days a week while working in the office the rest of the week
