Unified Communications

What is unified communications?

Unified communications (UC) represents a comprehensive approach to merging various enterprise communication platforms—like voice calls, video conferencing, instant messaging (IM), presence indicators, and content sharing—into a singular, efficient user interface. This convergence aims to elevate the user experience (UX) and boost organizational productivity. UC solutions empower users to fluidly transition between communication methods without interruption during a session, across devices such as desktops, laptops, tablets, and smartphones. For instance, a user may begin an exchange via text chat and effortlessly advance to a video call with a single click, circumventing the need for a standalone video application. Additionally, many UC frameworks integrate with external enterprise applications, like project management tools, promoting centralized access to data and more streamlined operations.

UC technologies blend software that accommodates both synchronous communications, like Voice over Internet Protocol (VoIP), and asynchronous interactions, like ongoing chat discussions, allowing end-users instant and straightforward access to all essential tools within a cohesive ecosystem, irrespective of their physical position or the digital device in use. Various UC solutions extend beyond basic communication; they often focus on or incorporate team collaboration utilities that drive message-oriented activity flows and collaborative features, such as real-time document sharing and markup. These advanced UC platforms are also known as unified communications and collaboration (UCC).The rising adoption of unified communications aligns with the broader trend of digital transformation and the shift to cloud-based infrastructures in modern businesses.

How does unified communications work?

Unified communications (UC) relies on an integrated infrastructure, often composed of management systems known as UC platforms which ensure seamless service connectivity as well as the user-facing interfaces that grant access. For instance, an online video conferencing tool utilizes an audio conferencing system that is, in its essence, built upon a foundation of Internet Protocol (IP) telephony. Similarly, a unified messaging system might offer functionalities that enable users to transition from text to voice calls or video chats with a simple click.

Deployment options for UC solutions range from local, on-premises installations to various cloud-based configurations, including public and private clouds, or even a hybrid approach combining these models. The adaptation of cloud-based UC offerings, commonly referred to as Unified Communications as a Service (UCaaS), is on the rise. Projects like WebRTC have been developed, allowing real-time communication features to be directly embedded into web browsers. Consequently, end-users can access UC services via browsers like Google Chrome, eliminating the need for dedicated, installable applications.

Historically, the most cohesive and compatible UC systems have been those provided by single vendors. Although interoperability between different vendors' systems has always been challenging within the UC realm, this issue has been somewhat alleviated through vendor partnerships, the adoption of standardized protocols, and the utilization of open application programming interfaces (APIs).

What are the components of unified communications?

A comprehensive UC system incorporates an array of functionalities, which may cover:

• Email services

• Text messaging capabilities

• Ongoing, persistent chat options

• Mobile communication solutions

• Real-time presence information

• Various telephony services, including landline, mobile, and Voice over IP (VoIP)

• Voicemail features

• Screen sharing technology

• Audio transcription services

• Audio conferencing facilities

• A spectrum of video conferencing solutions, from personal uses to room-based systems and high-end TelePresence setups

• Web conferencing tools, virtual meeting environments, and interactive whiteboards

• Organizational tools such as calendars, scheduling assistants

• Enterprise-grade social networking and collaborative platforms

In terms of infrastructure and support, a robust UC ecosystem may have:

• A unified communications platform or server setup, which can be sourced from a single brand or multiple vendors

• A telephone exchange system, either classic, Internet Protocol (IP)-based, or hosted via cloud services, known as a private branch exchange (PBX)

• Various devices such as telephones, headsets, cameras, and microphones that also serve as the interface for the users

• Business communication gateways like session border controllers (SBCs) to manage and secure communication flows

• For multi-party video communications, a multipoint control unit (MCU), or video bridge, to facilitate connections among multiple video conferencing endpoints

What are the benefits of unified communications?

Unified communications (UC) is often heralded for boosting employee productivity by facilitating greater levels of communication and collaboration than traditional phone systems. Technologies included in UC, like video conferencing, have also been associated with cutting down travel expenses, enhancing efficiency, offering increased flexibility, and fostering better engagement. UC enables employees to carry out their tasks from the office, at home, or while on the move, utilizing an array of devices such as desktops, laptops, and mobile devices.

The advantages of UC extend beyond internal operations to positively impact an organization's clientele. By incorporating Unified Communications as a Service (UCaaS) with platforms like social media, customer apps, or call center systems, organizations can engage with their customers — or students and patients in the spheres of education and healthcare — in a direct manner. This real-time interaction can lead to quicker responses and superior service, ultimately leading to heightened customer satisfaction.