Unified Communications, or UC has been one of the most hyped technologies in the recent past. However, there has been a great deal of confusion and disillusionment among the early adopters, primarily because key customer pain points have not been addressed, and the fact that it has been very difficult to demonstrate a clear return on investment. However, this does not take away from the fact that business communication, as we know it today, is headed for a sea change.
Organizations need to adopt a holistic view of their disparate communication devices and applications, and migrate to an integrated, interoperable infrastructure, which will help them to significantly boost employee productivity, and enable business to run efficiently and optimally. Today's competitive marketplace demands a high level agility and attention to customer expectations. The key is in helping business to exceed customer and partner expectations, while at the same time optimizing on costs and resources – this is exactly where unified communications can play a pivotal role.