Unified Communications is about making communicating simpler, more efficient and more effective.
Unfortunately, somewhere along the way, UC became equivalent to universal confusion.
Every vendor sought to create a better definition of UC as each tried to define UC in a way that favoured their own products.
The reason no one, clear UC definition has emerged is that there is no one single UC definition.
A UC solution can include any of several communication elements: voice, email, voice mail, instant messaging, presence, audio conferencing, video conferencing, web conferencing, directory, fax. The ideal UC solution would allow any of the different communication modes to be accessed from any phone, computer, or mobile phone from any location – no UC solution today fully meets this ideal.
An effective UC implementation leverages a customer's existing investments in network, pbx, computer desktops, and mobile phones. In fact, a UC solution is what often can deliver value for customers who have been "underwhelmed" after upgrading to IP telephony.
UC itself is not a product but rather it is about combining (or unifying) a variety of communications tools – once again to make communicating simpler, more efficient and more effective.
For wise companies there is significant money to be made helping customers benefit from UC. And for many telecom companies without embracing UC their existing revenue base is open to significant erosion as individual communication elements become commoditized.
The communications business has really always been about unifying communications. For instance, in 1880, Charles Sise, the founder of The Bell Telephone Company of Canada, realized that operating a few isolated and incompatible exchanges did not make business sense. The telephone's success rested on creating a network, that is, in unifying the different communication devices of the time.
Today there are simply more communication modes to unify. Today the communication network consists not only of wired phones but of computers and wireless phones and even faxes. The success of communication companies today rests on being able to use the network to connect the desktop phone to the computer to the mobile phone. The success today rests on being able to deliver on the promise of UC.
Despite the confusion (universal or otherwise), UC can provide a number of significant business benefits:
Cost reduction and avoidance
- Some newer UC technologies can provide more functionality with less expense
- Audio, video and web conferencing technologies can reduce travel costs
- A proper UC solution can avoid investments in unnecessary hardware and software
Improved efficiency and effectiveness
- Presence (the ability to see if someone is available) can reduce time wasting "telephone tag"
- UC can help remote workers be more effective (whether they are at home or traveling)
- "Click to call" reduces the need to look up and then dial 10 digits in order to speak with someone
- UC can connect suppliers and customers yielding improved customer service through reduced time to problem resolution
Despite these significant benefits, many customers may not know how to start.
Based on my experience, there are at least two very good ways a customer could begin the UC journey:
A customer-specific UC Roadmap:
A UC Roadmap helps a customer to define and document their specific communication requirements, analyze a variety of possible solution options based on existing infrastructure and then identify the best solution. As part of a UC Roadmap professional services engagement, the UC Roadmap plots a clear course to leveraging previous investments and maximizing future returns on new communication investments. An effective UC Roadmap will save a customer money by helping them avoid unnecessary hardware and software expenditures.
A UC Pilot:
Because there are many newer UC technologies, customers often choose to start with a UC pilot. A UC Pilot is a great way to assist a customer better understand and build a business case for a larger UC deployment.
What do you think?
Does UC = Universal Confusion? Will the confusion get better or worse in 2009?
Do you think a UC Roadmap or a UC Pilot serve as good starting points?