Unified Communications Is More a Way of Working Than a Technology

Gary Barton

Summary Bullets:

• SMEs should talk to providers about the benefits of UC solutions and demand that providers present solutions with broader efficiency rather than a specific vendor or technology.
• SMEs should consider UC as a way of improving both internal working practices (e.g., hot-desking) and customer service (e.g., contact centres).

Demand for unified communications (UC) solutions seems to be growing, but remains far from achieving critical mass.  SMEs often ask why a business should pay for features such as IM or shared workspace when services such as Skype and Dropbox provide some of that functionality for free.  An obvious answer to this is security and reliability; a business-quality solution should provide a much more stable service than free applications.  However, it is not an unfair question for SMEs to ask.  Paying for a suite of UC services is likely a waste of money if working practices are not changed to best utilise those services.  So, SMEs should be wary of UC underachieving unless providers show how it can help increase customers’ efficiency.