Understanding UC adoption

Today’s world of business is increasingly fast-paced, competitive and technology-led with the increasing adoption of new devices, platforms and applications transforming where, when and how we work.

Unified Communication (UC) is a direct result of the convergence of communication networks, communication and business applications and devices. It combines multiple capabilities (voice communication, messaging, mobility, conferencing and collaboration applications) enabling new approaches to communication and is changing how individuals, groups and organisations communicate. UC is an ongoing communication objective rather than a particular product, application, or solution.

The role of Unified Communication and Collaboration

Unified communication (UC) is becoming an influential driver in changing working practices, encouraging efficient real-time audio and visual communication for workers across an increasingly diverse range of channels. Crucially, UC has the potential to enable employees to achieve an ‘in-office’ experience from anywhere, on any device. This means any worker can collaborate virtually with team members as effectively as they would if they were sharing a meeting room. Conferencing and collaboration tools can be accessed via soft, desk or smartphones, providing the ability for workers to share a corporate directory, work on documents or presentations, set up audio and video calls, send instant messages and see another’s presence status.
The need to enable truly effective mobile working, makes UC-based technology development fundamental in revolutionising the workplace as we know it. New ways of working can increase productivity and streamline effective communication, changing how individuals, groups and organisations work while reducing communication costs and IT management time.

Unified Communication adoption for each user

We currently have a workforce made up of many generations who are faced with a rapid pace of technological change. In just a few years, someone who was well versed on the latest email platforms and online collaboration tools, is faced with a plethora of social media channels and smartphone applications. Unified Communication (UC) for each individual or work group should deliver a communication experience suitable to the job function and business process required by that user or workgroup. The UC experience should address real world business concerns such as simplicity (ease of use, ease of management), and meet the end user needs with tailored solutions.

There are a range of options available to facilitate the needs of different users who have different needs within their communication environment including:

Advanced Deskphones
Simple deskphone assistant
Softphones
Advanced UC clients
Agent clients (contact centres)
Multimedia clients (contact centres)
Mobile clients

Unified Communications for the mobile workforce

Nowadays, almost every employee is mobile to some extent, and expectations of younger workers reared on smartphones and text messaging, is changing the work experience.

Mobility solutions can be used to extend the reach of critical business applications by connecting them with employees in the field. No longer stranded, employees can tap into productivity applications and intranets, including linking them up to customer relationship management (CRM), sales force automation, supply chain management, enterprise resource planning, and other key applications. Unified communications help extend the reach of business applications. Each person will be accessible through their one extension number with voice and data applications on the same network and it is possible to connect with systems such as presence, instant messaging, video and collaboration. Mobile UC applications enable employees, to work from any location on any internet connected device and give access to critical information and workflows as if they were in the office.

Today’s workforce has seen an explosion of technologies that will have a lasting impact on the way we communicate and work. The culmination of rapid technology developments, the demands of an increasingly diverse workforce and business dynamics is driving lasting changes in the workplace as we know it.

Business is embracing a more dynamic, flexible working culture that will be of benefit to individual workers and businesses markets.
Technology is not only a key driver of this revolution, it will also be the catalyst for making sure that businesses are equipped to manage the change. With the right tools and infrastructure, business can use technology to be more efficient and drive workflow outcomes.