Unified Communications Featured Article

Unified Communications Among Top Technology Trends of 2010


December 28, 2010

With recent enhancements in communication and the transferring of information, companies are on the fast-track to changing the way they conduct business. This year saw unified communications, IP telephony, conferencing, collaboration and other methods of integrated information exchange getting more implementation in the enterprise.

In fact, unified communications, along with video and cloud computing, comprised the top tech technology trends in enterprise communications in 2010, driven by the continued growth of SIP trunking, the emergence of the tablet PC, the latest generation of smartphones, and an increasing use of social networks as a business tool.

Further fueling the growth of UC is its rise in the contact center space, and the large majority of contact centers recognizing the differentiation and enhanced customer service UC solutions enable them to provide.  Not only does it allow multimodal communications and provide instant access to subject matter experts, increasing FCR rates, but it also brings the cost benefits that have always been associated with unified communications.

Frost & Sullivan (News - Alert) also recently conducted a survey including 200 American companies about their plans for unified communications in 2011. According to the survey, 30 percent of companies have already deployed unified communications, 28 percent are in the process, 4 percent are planning/evaluation, and 18 percent have no plans.

Interestingly, as reported by unified communications contributor Gary Kim (News - Alert), enterprises were a bit hesitant to adopt unified communications in the mobile market in early 2010. When asked about their plans for mobile UC implementation at that time, 444 decision-makers at North American and European organizations were all on the same page, with 44 percent saying they were interested in but had no plans to bring UC into the mobile market. Another 22 percent were not interested at all in UC, according to Onica King, a Forrester (News - Alert) Research analyst.

According to Kim, mobile organizations were waiting until the mobile UC market unfolded, or just didn’t possess any idea on how unified mobility would help their company, said King.

The way unified communications pans out across all industries will be interesting to see in 2011. TMC’s (News - Alert) upcoming ITEXPO East in Miami Beach, Fla., will take a targeted focus on this development in communications during a Unified Communications Track scheduled for Feb. 3. Filled with up-to-date information on unified communications, the sessions will focus on the UC market and its players, challenges and the future; the current state of the UC market revealed by leading analysts and consultants; aspects of multi-vendor UC interoperability; the integration of mobility and UC, and more.