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The goal of unified communications is simple: to make it easy and cost effective for employees to reach one another - as well as business partners and customers - as soon as they need to, wherever they are. The idea is to merge two or more communications into one user interface, allowing users to see whether someone is available for a phone call, conference or IM chat, and then to contact them in the most appropriate way. So the next time a customer calls the business with a question about the services, instead of playing phone tag trying to find the person who knows the answer, he can be routed to the right employee immediately, based on his or her availability and knowledge.
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