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Unified Communications Collaboration in the Enterprise

In this article, we discuss the trend in which a growing number of employees are performing all or some of their duties away from their main office. We believe that this trend will increase as the business environment becomes more global.

Our discussion will focus on Unified Communications Collaboration (UCC). In the article Reasons for Choosing Unified Communications, we described how UCC integrates wired and wireless devices to provide increased productivity and remote access to information through wireless devices such as smart phones and tablets.

Mobile employees no longer consist of only traveling salesperson, service technicians, drivers, or executives. Thanks to technological advances, now almost all employees are mobile.

A UCC Application that reduces costs, improves customer satisfaction and increases productivity, represents “Customer Service”. Let’s start with the mobile employee who meets face to face with customers, accountants, suppliers and business allies. With UCC, this employee can easily perform her duties even when she is mobile. For instance, UCC enables her to monitor market conditions while meeting with other employees and customers to gather information, give orders, clarify details, and monitor progress.

An Example

Let's consider the manufacturing sector. A machine failure and the resulting down time can lead to significant expenses and loss of revenue. As such, the ability to quickly and easily identify and contact an available technician who is qualified is very important. UCC provides this ability since the employee no longer has to rely on unshared resources such as address books or contact lists.

The convergence introduced by UCC of an organization's PBX, wireless network, external mobile network and other networks allows applications and information hosted on these networks to be made available across wired and wireless devices. Essentially, this convergence provides employees with greater mobility and the ability to work more effectively while they are mobile. Furthermore, the IT department can now deliver services more consistently with greater control of security and costs.