Unified communications offers the ability to improve how individuals, groups and companies interact and perform tasks. Enterprise planners and managers should review how this emerging generation of communication software and systems can improve their business operations and processes.
Unified communications (UC) offers the ability to significantly improve how individuals, groups and companies interact and perform. UC also enables multiple communication channels to be coordinated. In some cases, separate servers may be consolidated, but, more frequently, UC adds functionality to existing communication applications. Key technologies include Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, e-mail, audioconferencing and Web conferencing, videoconferencing, voice mail, unified messaging (UM), instant messaging (IM), and various forms of mobility. Another key capability of UC is that it offers a method to integrate communication functions directly with business applications; Gartner calls this capability "communication-enabled business process" (CEBP).
Although there is significant interest in UC from many enterprises, it remains a daunting and confusing topic. As a result, many enterprises find it difficult knowing where and how to start. One approach is outlined in "Developing an Enterprise Unified Communications Road Map." This research advises enterprises to review their inventories of communication equipment and business partners, then develop a vision for where their communication could be in five years. This plan can be accompanied by developing a UC center of excellence; this group brings individuals together from multiple areas, including IT operations, business applications and the line of business. This group then provides broad guidance and direction for the plans.
No vendor product adequately addresses all of an enterprise's UC needs. As a result, planners should not expect their UC requirements to be met by one vendor's products: UC solutions require vendors' products to be interoperable. This evaluation focuses on enterprise premises solutions, and considers how well vendors can work with other vendors and with hosted solutions. Enterprises should consider interoperability as an important criterion. Gartner publishes separate research that reviews UC-as-a-service (UCaaS) solutions.
The term "unified communications" sometimes is misused. This results in confusion. Users should be aware that some products that are labeled as "unified" cannot be integrated with other vendor products into a full portfolio. These mislabeled products are capable of being used only in a stand-alone and nonintegrated manner.
Many leading enterprises are developing UC road maps and plans, and some have trial or phased deployments under way, but few enterprises have a fully integrated communication environment. Adoption should continue to increase through the next several years as UC technology solutions mature and enterprises update their installed bases of communication infrastructures.
For more info, visit Gartner's core research
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