7 Types of Unified Communications

The term Unified Communications (UC) refers to the integration of different technologies, from devices to software, so that interactions are streamlined and put into a common context and experience.

Some of these communication methods are generic and some are developed within companies and are specific to a particular commercial purpose. For example, at a very basic level a person can send a message in one medium which can be received via another medium.?A voicemail message can be received via email or a mobile phone and, in turn, a return message could be sent online, via a text chat or video call. However, Unified Communications should not be confused with Unified Messaging (UM), in that UC relates to real-time and non-real-time delivery of communications, according to the preferences of both the sender and the recipient.

UM draws messages from multiple sources (e.g. email and voicemail) then holds them for retrieval at a later point in time. By contrast, UC permits retrieval of messages, such as email or voicemail, from any device (e.g. via a tablet or Blackberry) at any time, but also includes data communications and video media technologies.

Given this principle of an integrated business communication process via multiple methodologies, UC?s key components are:

1. Call Control and Multi-Modal Communications

Call-control software performs functions such as routing telephone calls through menu systems and the decoding of addressing information, together with supplementary services (e.g. ?call waiting? and ?call forward on busy?).

Voice over Internet Protocol (VoIP) systems provide such functionality and are based on internet technology, which was not originally intended to meet the demanding requirements of call control. Multi-Modal Communications software integrates voice communication with instant text and video communications (e.g. Skype services). These two modes of communication represent areas of technological development, in terms of human-computer interaction, to interpret and respond to spoken data input.

2. Instant Messaging

In other words, text-based communications, bi-directionally exchanged, happening in real-time, such as online chat on Facebook, generally operate in a multi-user environment.

As with Multi-Modal Communications, IM requires ?presence? the term applied to intended recipients being available in real time. Whilst most people associate ?presence? with IM, within business processes the concept can be used to identify people with skills or capabilities.

3. Unified Messaging

UM incorporates voice as a key aspect, but includes incoming faxes and voicemail in your email inbox as well as dictation of messages into a mobile phone, which might then be delivered to the recipient in variable formats (e.g. text email, fax or voice recording to a landline).?So although UM can be part of unified communications, not all UC services are related to UM.

4. Speech Recognition

This is the automated process by which spoken words are analysed and transcribed into text. In some applications, SR systems are able to respond with predefined options: voice user interfaces permit voice dialling (e.g. ?call home?), selection of menu options (e.g. choosing a ticket purchase by automated cinema phone systems) and data entry (e.g. specifying credit card payment details).

5. Conferencing

This includes not only telephone conferencing, but also the following: web conferencing (connecting users via a computer network); video conferencing (using a combination of a computer, camera, microphone, video screen and sound system, as well as internet connection or a satellite-based system); synchronous conferencing (more commonly known as online chat); and data conferencing (communicating to share computer data in real time).

6. M-Commerce

Mobile commerce (m-commerce) refers to buying and selling of goods and services using devices such as mobile phones and personal digital assistants and is regarded as the next generation of e-commerce (i.e. any type of commercial transaction across the internet, from consumer retail websites to business trading between corporations).

M-commerce technology is based on WAP technology and therefore permits wireless internet access. The range of m-commerce activities now available includes: mobile banking and brokerage (to include mobile money transfers, management of personal accounts and stock market transactions).

Mobile ticketing (in which a virtual token is purchased and sent to a mobile phone).

Content purchase and delivery (now that mobile technology has advanced, such that devices have obviated the necessity for media players such as an MP3 device, videos and music can be purchased and downloaded to phones).

Location-based services (local discount offers, local weather or tracking of people).

Information services similar to those available to PC users (news and sport, traffic information); and mobile internet browsing, advertising and marketing, also a similar experience to PC users.

7. Collaboration Tools

Collaboration tools support group activities, where a common goal is to be achieved. Examples are asynchronous conferencing, video conferencing, IRC or Instant Messaging. Likewise, documentation may be reviewed through cloud collaboration tools rather than through multiple paper-based versions. Documents may be uploaded and shared through a commonly accessible storage area.

Such collaboration software now includes integration of automated email alerts, providing the ability to see who is viewing a document at any time. Similarly, online whiteboards permit teleworking.

Unified Communication is therefore an umbrella term, encompassing communication services such as instant messaging, telephony, video conferencing, data sharing (via devices such as web-connected interactive whiteboards), speech recognition, voicemail, email, SMS messaging and fax communications.

These can be classified as multiple products with the ability to interact, rather than UC referring to a single product. By making communication seamless and by delivering communications with an awareness of ?presence? (i.e. having an awareness of the recipient?s availability), the most appropriate and effective communication method can be selected.

This guest post was contributed by Hudson & Yorke;?providing large organisations with management consulting services in the specialist area of Telecommunications, Network Services and IT.

Source: http://www.verybestsoftware.net/2013/types-of-unified-communications/

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