Once the preserve of large enterprises, unified communications (UC) tools are now enabling SMEs to integrate different communication platforms
- such as instant messaging, VoIP telephony, SMS and video conferencing - in real-time. This integration enables companies to streamline communications across different platforms and improve collaboration among staff in different locations - increasing efficiency and saving money in the process.
A 2008 survey from business communications firm Damovo found that the Irish economy is currently losing almost EUR693 million a year due to inefficient communications. The study found that some 24 percent of Irish office staff are using unified communications to tackle this issue, and an overwhelming 91 percent of them believe UC tools are useful for their work.
A complete UC solution tends to involve a number of different elements (and products), brought together to centralise communications across a company. So, what are the key features you can expect to find in a UC solution?
1. VoIP telephony
Internet telephony refers to communications services - voice, fax and/or voice messaging applications - that run over the internet, rather than on traditional public switched telephone networks (PSTNs).
A good example of an entry-level VoIP system is Skype, which simply requires you to download and install a small software package. From there you can make free calls - and IM with - other Skype users using your existing internet connection. For a small fee, Skype can be used to call land-lines and mobiles anywhere in the world.
More specialised VoIP systems can be built on an IP private branch exchange (IP-PBX), which is a private telephone exchange system operating via the internet, rather than through the traditional PSTN.
2. Presence
'Presence' provides you with real-time notification of the current availability of people you are trying to contact through your UC solution. This goes beyond the simple instant message presence that most of us are already familiar with (knowing whether a buddy is online and available for an instant messaging session) to cover all communications, including telephony. The ability to view a co-worker's presence allows you to know where they are and their availability for chat, voice or video conferencing.
3. Unified messaging
Unified messaging (UM) involves the integration of voice, fax and email messages. It allows you to access any of these messages, anywhere, anytime, from any terminal, simply by logging in to your UC software. Most UM products add a variety of advanced call and message management functions, including desktop call screening of inbound calls and cross-media messaging.
4. Conferencing and collaboration
Conferencing and collaboration features include audio, video and web conferencing, alongside collaborative capabilities such as shared workspaces, and file and document sharing. Web conferencing features allow you to collaborate with colleagues in real-time. A 'virtual office' space that can be accessed from a laptop or handheld device means that time out of the office can be just as productive as that spent in the office. Meanwhile, video conferencing saves you both time and money without having to compromise on the quality of the meeting.
Of course, UC isn't just for in-house use. By aligning your telephony and CRM systems, for example, you can ensure that when a customer calls, your employees will automatically see an information box on their computer (or phone) that provides relevant and useful customer information.
5. Mobility
Many UC solutions provide the ability to launch voice and video communications from mobile devices. Enabling UC features like instant messaging for mobile users allows them to participate in conferences and access some of the same capabilities they can access in the office. Routing instant messaging and voicemails to the same device can also help colleagues contact you when you're not at your desk.
Know your current spend
UC systems are becoming more affordable for SMEs, but before you make any investment, consider what you're already spending on communications in your company. Areas that are taking most of your attention and need the most maintenance should be your top priority when considering a UC deployment.
Keep it simple
Consider deploying UC in a phased way to maximise investment and reduce risk during the changeover from your existing systems. Try to identify the UC elements that will bring the most immediate benefit to your business with the minimum of investment - such as the ability to collaborate with remote colleagues via VoIP - and start from there. Staff will soon see the benefits of UC and support further deployments in the future.
Build on existing investments
Unless you are starting a company from scratch, completely changing your current communications system is rarely called for. It can also be very expensive to do so. Smart SMEs save money by building on existing investments. If, for example, your company has implemented new VoIP and e-mail systems in the past couple of years, it makes most financial sense to retain these elements as the foundation of your broader UC deployment.
Providers
With the popularity of UC increasing in the SME sector, many leading companies are developing UC solutions specially designed for the SME market.
Cisco Unified Communications, for example, has a product range that includes specially designed small business voice systems and UC management software. Meanwhile, Damovo, winner of the Microsoft Unified Communications Partner Award in July 2009, provides UC solutions and consultancy services to the Irish SME sector.
Unified communications can save money and improve efficiency, but keep in mind that smart UC deployments tend not to come from universal, out-of-the-box solutions, but individual tools geared to the business processes specific to your company.
Source:e-Business Live