Unified communications

Urban Kravos (2011) Unified communications. EngD thesis.

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Abstract

In the modern business world, communication are becoming more and more complex. As a solution to this problem unified communications occurred. Using a single communication approach unified communications are the integration of various communication technologies (eg, telephony, unified messaging, audio, video and web conferencing and collaboration tools). Unified Messaging, which represents only part of the unified communications means the integration of different non real time communication technologies (email, SMS, fax, answering machine, video messages, etc..) into a single system. Despite various predictions unified communications market is growing rapidly which will continue in the future too. Market is mainly controlled by large manufacturers: Microsoft, Cisco, Avaya, IBM, NEC, Alcatel-Lucent, ShoreTel, Aastra Technologies, SAP, TeleWare and Toshiba, Interactive Intelligence, Mitel and Siemens Enterprise Communications. Slovenian companies IskraTel and Avtenta.si have also developed their own solutions in collaboration with them. The benefits of unified communications are reduced costs, increased productivity and optimization of business process. Optimization is achieved through the integration of unified communications with Business Process Management software. Incompatibility, high costs, lack of research on actual savings, reliance on a single infrastructure, and lack of privacy are among the main reasons that companies do not adopt unified communications. Many of the risks may be overcome by developing an appropriate strategy, which is the result of quality strategic planning.

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