Unified communications has the potential to dramatically simplify and improve enterprise communications, as well as improve business agility.
By integrating various forms of communications, such as voice, video, instant messaging, conferencing, presence and voicemail, individuals can more effectively control and manage their inbound and outbound communications sessions.
Enterprises further stand to benefit from communications-enabled business processes whereby the integration of communications services with enterprise business applications and processes enables business intelligence and presence awareness to drive communications-session management.
Enterprises that adopt unified communications will see significant competitive advantage, both from more efficient internal operations and improved customer interaction.
However, vendors and enterprises must address significant management and interoperability concerns before the reality of unified communications meets the vision.
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