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Unified Communications

Applications for Unified Communications (UC) make communication in companies more effective. They optimize the workflow of the users by minimizing errors, making repeat activities easier and simplifying collaboration in a team and with business partners. estos offers single-user and multi-user solutions for this. See for yourself!

What is Unified Communications

The term Unified Communications (UC) was effectively coined between 2006 and 2010. During this period, multiple studies were published that focused on the "futuristic" subject of multi-media communication in company workplaces. The most important study for the German-speaking region was published in 2008, entitled: Unified Communications im Mittelstand (only available in german) (Unified Communications in the SME Sector) and was written by the then leading firm of analysts, Berlecon from Berlin. This study was followed by the study entitled UC meets Business (only available in german) in 2010 by Pierre Audoin Consultants (PAC), who highlighted the issue of business process integration for the first time.

From the point of view of estos, Unified Communications picks up the core concepts of CTI (easy dialing / Click2Call) and transfers them (the market research firm Gartner calls this "reducing the human latency"), also to other media (e-mail, instant messaging). In contrast to a classical CTI solution, which is typically structured around telephone lines, the latest generation of UC software is based on a person-orientated architecture. 

 

 

This puts the focus on people as the communication partners, the "dialogue partners". The principle is as crucial for the long-term success of a Unified Communications in companies as the perfect interaction with their existing ITC infrastructure.

After 2010, the subject of Unified Communications was gradually expanded with functions for improved collaboration, and the term Unified Communications and Collaboration (UCC) is now also used. The term did not experience the momentum of Unified Communications, however. estos and Pierre Audion Consultants published another much-cited paper on the UCC meets Business study in 2012 which highlights the benefits of integrating Unified Communication and Collaboration functions into business process-supporting software and used various case studies to illustrate this. You can find the full study here to download. (only available in german)

Unified Communications Modules
Integration of Media

Integration of Media

Unified Communications is based on the idea of standardizing the management and use of various media for communication in the workplace. The aim is to relieve users. Unified Communications software is built on novel IP technologies such as SIP and webRTC, however it should also be backwards-compatible with older telephone systems and telephones in the interests of ensuring investment protection. The software supports users with the management and choice of communications tools that are best suited for the situation. 

 

 

Presence Information

Presence Information

The presence or availability of an individual or a device is indicated by a corresponding icon or color code in the UC software. The aim is to optimize the flow of communication between people, despite frequently limited availability, and to reduce frustrations. Unlike the simple presence on instant messaging tools, UC software can include information from multiple services (e.g. telephone and diary) in its presence management for an individual (e.g. "busy - on a call").

 

 

Context Integration

Context Integration

UC solutions develop their full potential when they are integrated into the context of everyday work. This type of integration means providing presence information for a particular name in ERP, CRP, support and specialist applications and having the option to trigger communication in the form of a text chat or telephone call, for example, directly from these. Secondly, it means the integration of relevant data, tools and processes with communication. An example of this is the automatic provision of customer data when incoming communications are received in the form of a pop-up window or toast.

 

 

Other Functions

The gradual expansion of communication with functions to improve collaboration is a logical consequence, especially when several people are following a shared goal. Typical functions from the collaboration sector as an add-on for Unified Communications that can be integrated on the system side include: desktop sharing and application sharing as well as web meetings and conferences. As a result, ad hoc collaboration on documents can be facilitated outside the working context.