July 2009 / Unified Communications, Explained and Explored

If you work for a small business, you’ve most likely heard the term “unified communications” (UC) or even have a system in place to provide UC for your office. If you don’t have a system or have a UC system which only provides a portion of the functionality that it can provide to you, you’re not getting your money’s worth. In this month’s Tech Brief we’ll discuss what is included in a unified communications platform and the benefits that it can provide to businesses that choose to leverage this technology.

What Does Unified Communications Mean?

Unified Communications is a broad term used to describe the convergence of many different forms of business communication (such as voice, e-mail, instant messaging, video, voicemail, etc.) into a single common platform. The goal of this convergence is to provide users with a consistent experience from any location and on any device.

UC encompasses the combination of several different communications systems including unified messaging, collaboration, and real-time communications.

• Unified messaging focuses on allowing users to access voice, email, fax, and other mixed media from a single mailbox regardless of what device they may be using.


• Collaboration systems focus on applications such as calendaring, scheduling, and workflow. UC enables users to collaborate with co-workers, clients, and partners across any combination of applications or devices.


• Real-time communications systems focus on fundamental communication between individuals such as conferencing, instant messaging, VoIP, and traditional PBXs.

To some degree your business is leveraging some or all these technologies today, but most likely in a non-unified, independent manner. Not only is this inefficient from a maintenance and operations standpoint, but you’re also missing out on the benefits of having your communications work together as one. Thankfully though, a UC system can be put together one step at a time; allowing you to take time to integrate each component and make sure it’s running smoothly before moving on to the next one.

Benefits to Business

Now that we’ve talked about what it is, let’s explore the different benefits any business can receive by leveraging a UC platform.

• Single Number Reach - This allows users to consolidate all their incoming business calls into a single phone number and receive them wherever they are working. For example, a customer can call a single phone number and it will ring your office phone, mobile phone, and home phone simultaneously.


• Automated Dialing Out - Automatically notify your clients, partners, or vendors about appointment reminders, billing issues, or emergency situations such as an office closure.


• Connect Remote Offices and Users - Remote office or road/home workers can easily connect to the main office through seamless and secure connections regardless of location. Remote users don’t just take their office extension with them, they also enjoy access to the same familiar phone services that they have in the office. Remote offices are fully integrated and provide a consistent appearance while enjoying the benefits of free internal calling.


• Companywide Instant Messaging with Presence - Communicate virtually anytime, from anywhere, with an easy to use application that leverages toolbars within common applications such as Microsoft Office and Internet Explorer. UC instant messaging allows employees to send messages to computers or mobile devices through a secure internal messaging client. Adding Presence to the mix enables you to view if other employees are available, busy, or away from their computer or device.


• Real-time Information Delivery- With a UC system in place, you can stream RSS feeds, stock quotes, news, local weather, and much more to your desktop XML phone.

Industry-Specific Benefits

The benefits of UC become even more apparent when you look at its impact on a specific industry. For example, Professional Services firms may see the following additional benefits:

• Client Billing - Easily and accurately capture and bill for the time spent conversing with clients over the phone.


• Call Recording - Record any call from the beginning whether you are in the middle of a conversation or just hung up. You can even review the call and bookmark critical sections for future reference.


• Time & Attendance - Employees can easily clock in and out right from their IP desk phones. This also allows supervisors to easily see who is in or out of the office, and even review overtime requests. Additionally, this can be integrated with Quickbooks or Excel to reduce the time spent on auditing or processing payroll.

Final Thoughts...

Whether you choose to implement a UC system one component at a time or multiple at once, finding a knowledgeable and proven vendor who will design the right solution for your needs is critical. Staples Network Services by Thrive specializes in delivering custom-tailored UC systems for small to mid-sized businesses. Our approach will integrate your business-critical functions into one easy-to-use and maintain platform. In fact we have a dedicated UC department with sales specialists who can answer any questions you may have. To learn more about UC and see how your business could benefit, please contact VoIP Specialist Will Ominsky or call 978-461-3999 x132.