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Unified Communications (UC) is a concept that has been in the market for more than 15 years but is not well understood by the majority of enterprise and contact center executives and managers. In the past 24 months, several contact center infrastructure vendors have adopted UC as their primary strategy, and most of the other competitors have introduced UC products. Most telephony and contact center vendors believe UC is essential for the future of enterprise communications and is the next logical step in the evolution of Voice over Internet Protocol (VoIP) solutions. The challenge is that vendors and users alike are struggling to identify and quantify UC's benefits, beyond its ability to standardize and simply the communications infrastructure.
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