Unified Communications and Collaborations ( UC&C )

The rapidly changing scene of telecoms operations , brings to light many challenges faced by an telcos and service providers as they cater to the end users , with swift and innovative services , while at the same time keeping surcharge operational costs at bay .
Today a client expects converged orchestrated harmonized applications bringing call control and customizing features, all under one roof .

What is Unified Communication ? 

Unified Communications solutions bring together voice, messaging, video, and desktop applications to enable companies to quickly adapt to market changes, increase productivity, improve competitive advantage and deliver a rich-media experience across any work space.

Unified Communications (1)

Unified Communications

Components of Unified Communications.

The latest UCC solutions are based on open standards such as  SIMPLE/XMPP protocols or socket.io and REST webservices

  • Communications:                                        Voice, data, and video
  • Messaging:                                                     Voice, email, video, and IM
  • Conferencing:                                               Online, audio, and video
  • Application integration:                          Microsoft Office and CRM
  • Presence:                                                       IP phone, desktop clients, and call connectors
  • Common user experience:                     Desktop, phone, and mobility
  • Cloud / Virtualization                               Network Provisioning , Virtualized Applications

Video feature of UCC further has many aspects

  • Codecs : H323,H264,vp8/vp9 for video
  • Scalable Video Coding (SVC)
  • USecase : Call , conference , Broadcasting , Livestreaming

Audio aspects

  • Codecs like OPUS, AAC
  • Service like : voice Mail , IVR , auto attendant with Voice XML

 

What is the need of Unified communication ?

Currently the mode of communication across various users differs such as emails , SMS, VOIP call , GSM call , message on other platform etc .
These random forms of communication cannot be tracked and hamper fast decision making .

uc

Challenges with Unified Communications

  • Adds complexity in to already complex infrastructure
  • Lack of standardization
  • Organization Infrastructure and Bandwidth Limitations
  • Integration of services from different application platforms like emails
  • migrating existing communication infrastructure like desk phones
  • Interfacing of telephony applications with Business Applications such as CRMs

Types of UCC solutions

There exists broadly two types of UC&C solution – On-premise and cloud based . The fundamental difference is the location of the backend infrastructure supporting the communication system . Some more differences are outlined in table below:

On -premise Cloud Based
Mostly in SaaS nature ( software as a service )

Hosted by the consumer / business unit itself
more customizability and flexibility
more investment and maintenance

Service provider offers his infrastructure to the consumer as a service  
bills monthly / yearly etc
quick setup
lower upfront payment
billing is either per user basis or on consumption .
data is synced to cloud servers for storage and can be fetched from there when required such as cloud synced Call-logs or contact-book

Device / Platform Agnostic

The UCC clients are designed keeping mobility in mind . Thus UC  Solutions are made compatible with online provisioning / portal system , native mobile apps like android /ios , Desktop app for linux, mac, windows etc .

Unified Communications

UC&C + CRM

UC&C models integrates with Enterprise and Customer Relation Management Systems (CRM). Therefore provides unified messaging across teamspace/workspace/workflow management systems . It is trackable and can be used for realtime notification and analytics .

SRS TFX service suite (2)

SRS TFX service suite

SRS TFX service suite (1)

This directly ensures boost in sales and profitability by quick communication between customers / partners / eco-system / sales-rep / developers / field agents and others part of the communication system.

SME adopt UCC solutions

SME ( Small and Medium Enterprises) are first to adopt UC&C due to absence of  already setup traditional communication infrastructure like PSTN lines , desktop phones , special handsets etc .

Factors like :

  • quick setup
  • low budget of UC&C solutions
  •  BYOD ( Bring your Own Device ) to work

enable SMEs to adopt UC&C solution much faster and readily.
It has multiple advantages like:

  1. All information is stored in one place therefore easier to retrieve
  2. Increased Productivity
  3. Greater flexibility
  4. Faster Response and Information delivery

Future of UCC

  1. Context Driven + Real Time Analytics
  2. Monitization by cross vertical integration
  3.   Integration with IOT
  4. Automation for Billing and Operation – OSS/BSS
  5. Machine Learning
  6. Big Data Management

 

In conclusion UC&C is aimed at providing inter operable communications with ubiquitous coverage for applications and devices such as desktops , IP phones , smartphones, smart watches , kisosk etc . It means web , native apps and IP phones having the ability to create, share and participate in integrated multimedia ( like audio, video , desktop, files ) collaboration.

 

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4 responses to “Unified Communications and Collaborations ( UC&C )

  1. Unified Communication has taken a altoget5her different pitch now , with merging up of all services legacy or IP . I see you have made the diagrams yourself , since simmilar pictures are not to be found anywhere on internet . Good work

  2. I read your blog post . I am still confused about Unified Communication … 😦

  3. Hello Stan , I am terribly sorry for my late reply . Unified Communications is very easy subject . Think of all the services like messaging , calling , conferencing scattered over various applications , so if you are on call and you decide to share a file you may have to goto a separate email client and then mail your file or goto a messaging service and type in the contents etc . However in case of UC ( Unified Communications ) everything you need to communicate effectively are under one application itself . So you can call , conference , do messaging , send files without having to change your application..

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