Unified Messaging brings together electronic communications. Wikipedia defines it as "the integration of different streams of communication (e-mail, SMS, Fax, voice, video, etc.) into a single unified message store, accessible from a variety of different devices".
With 62% of SME's having more than four suppliers for IT and telecoms, how can unified messaging ever really succeed? I am really not surprised that despite massive advantages, uptake has not been more rapid.
Telecoms and network support have historically been seen as separate areas for businesses, particularly for small businesses, however with vast development in phone systems and accessibility to advanced systems filtering down to small business with more accessible price points, this is not the best approach.
There are value and functionality advantages in bringing IT and telecoms together.
Aside from avoiding the obvious "blame game" between separate providers, modern telephone systems are so dependent on the network that in fact close integration with the core IT infrastructure is often unavoidable. Once the systems are truly working together it is a very small step to achieving the following key Unified Messaging advantages.
-
Emails, fax, SMS, voicemail and even video messages can all be delivered to and managed in your Outlook mailbox
- Better network management can mean better call quality
- Shared physical networks - no need for separate cabling, switches or power
- Shared resilience - spare equipment suitable for telecoms and data (including PCs for call recording and voicemail, network switches, etc.)
- Security - single overall approach to security and user rights
- Networks designed to support VoIP extensions for remote and home offices
- Voicemail fully accessible to PDAs
- Service and support becomes one task for both IT and telephony, often saving significantly on costs
