Improving the efficiency of business processes is achieved in various ways. One of them is the integration of all communication means used by the company. According to experts, and firms, to simplify this process is possible due to the Unified communications (UC Unified communications). What it is? Learn about it from the article.
Despite that Unified communications are not something new for business, for many they remain not entirely clear. In this regard, there are different issues.
For Example, are the companies ready to invest in Unified communications? Interfere with the normal use of the existing fragmented system? What are the benefits of the integration of software from different manufacturers? How to build an effective and economical model Unified communications?
These and many other issues tried to solve the participants of the round table, organized by CompTek and Avaya, with the assistance of representatives of Microsoft and IBM.
Currently, the common view of the Unified communications is not, therefore, topics of debate is enough.
Most experts agree that What is unified communications – Technology to integrate services real-time messaging systems. The former, in particular, include chat (im), presence information, telephony (IP in particular), video conferencing, collaboration on documents, speech recognition and call control. Mail systems are considered to be voice, email, Fax, SMS.
UC – is a complex of several products that provide the user with a single interface and providing him the opportunity to use the services on different devices: stationary and mobile phones, computer, laptop and so on.
By Unified communications one entity sends a message using one technology (video, text, voice message), and the second has a chance to read it through another application. For example, voice messages can come to e-mail, Voicemail, etc. If the sender is available based on presence information, the answer can be send to him via video conference or chat.
In technical terms, the Unified communications are a complex of hardware-software means, providing for a more successful communication between partners, ranging from voice messages and ending with video conferencing.
If we look at UC from the perspective of production, then they can be called tools to improve the efficiency. Thus, the goal of all manufacturers or vendors of unified communications is to improve the business of its customers. This opinion was expressed by Vladimir Dozen (the IBM representative).
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A slightly different approach to the question of G. Sanadze, team leader, presales Avaya. Unified communications, in his view, is a system that allows the user to have access to all features regardless of their location and device used. There is a certain information space and the range of services provided by it. To all of them, the user must have free access. This is mobility and convenience.
According to M. Kochergin, representative Microsoft unified communications Is an area in which the user is provided with maximum opportunities. The expert believes that currently communications are a kind of crossroads. The customer has traditionally invests in the it and telecommunications area. Now the two areas have almost no overlap, despite the fact that the office staff are extremely necessary system of the United technologies.
As noted by M. Kochergin, an employee in the office every day gets about a hundred messages on different devices. It and phone calls and e-mails and SMS. Switching between sources takes about 40 minutes/week.
There are two approaches to the creation and development of technology. Conditionally they can be divided into "European" and "American".
The First involves participation in the development of technology research and expert committees under the leadership of the International telecommunication Union (ITU/ ITU) and ETSI (European Institute of telecommunications standards). After this technology is approved by these organizations. The process is long, but it takes into account the opinion of all participants. As a result, the market receives the maximum standardized finished software product. This approach, for example, was used in the implementation of technologies such as TETRA, GSM, ISDN.
However, in practice, more is another option. The second ("American") approach consists in the speedy progress of a specific corporate product on the market without regard to the other companies. The goal is simple – to take the most advantageous or dominant market position.
With the apparent success of this product can de facto turn into the standardwhich is subsequently recognized in the telecommunication community to international status. The technology then will be finalized with the participation of other interested organizations and firms.
As practice shows, the development of UC is the second method. If you analyze this market segment, you can see the active work of companies such as Ericsson, IBM, Microsoft, NEC, Alcatel-Lucent, Avaya, Nortel, Siemens, Mitel. Unified communications presented by them were developed without coordination, standardization and certification by international or intergovernmental bodies. Accordingly, each of the company goes in a certain direction. However, the developer does not exclude an Alliance between the parties to the relevant market segment.
Currently, some rigid standards for UC no, except, perhaps, SIP. According to the representatives of IBM, to integrate with existing external systems developed a platform for unified communications. The company creates the main interface, and then partners all over the world develop additional system modules.
Today, therefore, UC is not subject to the standards will, therefore, be very careful to talk about unification. Fewer problems when acquiring products from one of the members of the Alliance of it companies.
A User who purchased a particular software product may then be faced with a compatibility problem. Acting on the market of different decide the issue.
For example, Avaya selects the strategy according to which, the higher the compatibility, the better. Of course, before a company tried to release some private product and impose it on the market. Today, however, as they say representatives of Avaya, the challenge is not to create a solution that can only be purchased from this manufacturer in the development of such a system, which, though there are other companies, but significantly surpasses the analogues in quality. In such a situation is quite simple to take the company's platform "A" and combined with her soft firm "B".
This scheme, in principle, already in use today. Currently, it is SIP and Web services. There is a trend of standardization, in order to create the open protocols. As a result, the compatibility issue is losing its relevance.
If the market offers a solution in the form of Web services, they could be attached to other products, their containing, and is available nowadays almost every user. The customer independently decides on where to purchase the system. However, he is guaranteed to replace the product if there are complications.
According to the Microsoft representative, there is a program compatibility, covering SAP, Polycom, HP, Dell, NEC, Avaya, Nortel, Ericsson, Cisco. Unified communications are part of the data exchange for the source code in part responsible for the Protocol.
With some manufacturers, Microsoft has very close interaction. Employees actually sit at the same table and discuss issues relating to the basic functionality.
Currently, almost every major developer has several solutions for unified communications. For example, the Avaya package includes 6 products.
One of them is the solution for freelancers and mobile workers. It provides connection of remote workers and the Central office.
Another solution - Home Agent-allows the contact center operators to attract qualified home employees to work, providing them with a high level of service.
Avaya Intelligent Branch Solutions – product for integrating branches with the head office, contact centres and other units. It can be used to quickly create a remote site in online mode. Bank tellers, consultants and agents Avaya produces a specialized product that allows you to interact with clients on the phone, online and in branches.
The Domestic market can not be called UC auto-generated and saturated. However, in Russia today there are many companies developing telecommunication solutions on a professional level based systems, which gained popularity in the world.
So, for example, its "Telekom-SERVIS" uses the products of Cisco Systems. One of them is the project of building a single inform.network in large enterprises. In the course of production it took modern technological solutions for the creation of a transport network and improve telephone communications with further consolidation of these areas into a single information environment.
Before introducing a product in a mandatory technical audit. According to the results, adjusted tasks and optimal solutions to them.
For domestic enterprises developed mobile configuration, allowing us to quickly provide reliable and high quality communication between main and remote offices. Accordingly, managers from the center can contactpeople of any mission, no matter where they were.
Domestic companies are unable to take full advantage of UC, as there is no single unified communication system. The CPS has not developed currently, a common policy in this area.
Of Course, the work on introduction and development of UC is underway, but it is not sufficiently active.
Meanwhile, analysts estimate that the Russian Telecom market as a very promising platform. Experts believe that soon will be created a single unified communication system. The CPS, in turn, will act as the authority responsible for monitoring and coordinating the development and implementation of information solutions.
Before you implement a unified communications it is necessary to assess all possible risks. First and foremost, the company must understand that the acquisition and launch of the system will require considerable investments. Secondly, you need experts who understand not only the basics but also the intricacies of a complex system. Third, the use and maintaining the quality of UC will also require financial investments.
The best option is cooperation with the operator, which provides a platform for unified communications. The company might not only buy but also rent the system. During the use of the company's managers appreciate the benefits of a software product, identify weaknesses of those or other decisions, assess the usefulness for work of the enterprise.
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