Applications for Unified Communications (UC) make communication in companies more effective. They optimize the users’ workflow by minimizing errors, simplifying recurring tasks and facilitating collaboration in the team and with business partners.
UC facilitates communication-intensive processes for companies. This gives them the opportunity to simplify their daily work processes, to minimize any sources of error, and to improve communication and cooperation in a sustainable way, both internally and externally. For example, with the unified communications software suite ProCall Enterprise from estos.
Unified communications stands for combined communications. The previously separate communication worlds of the PC and telephone now flow together in a single application. Possibilities exist for telephony, messaging, text, audio and audio/video chats within a company, as well as beyond its borders via federation technology – UC combines all of this in one interface for all devices. The integration of communication functions into existing business processes combines important work steps and completes the range of UC.
The term unified communications was developed significantly between 2006 to 2010. Several studies were published during this period, dealing with the "future" topic of multimedia communication in the company workplace. The most important German-speaking study appeared in 2008 with the title: "Unified communications in small and medium-sized businesses", by leading analysts Berlecon from Berlin. This was followed by the study "UC meets business" in 2010 by Pierre Audoin Consultants (PAC), which emphasized the theme of business process integration for the first time.
From the point of view of estos, unified communications takes the core idea of CTI (simply dial/Click2Call), and transfers it (the market research firm Gartner calls it: "reduce the human latency") to other media (e-mail, instant messaging). Unlike a classic CTI solution, which is typically telephone-orientated, UC's latest generation software is based on person-orientated architecture.
This focuses on people, the "conversation partner" and puts them in the center. This principle is as crucial for the long-term successful implementation of a company’s unified communications strategy as perfect interaction with their existing ITC infrastructure. After 2010, the topic of unified communications was gradually extended to include features to aid cooperation – sometimes referred to as unified communications and collaboration (UCC). In 2012, with Pierre Audoin Consultants, estos published another much-cited study on UCC meets business, which highlighted the benefits of integrating unified communications and collaboration capabilities into business process-aware software with a variety of case studies.