Unified Communications (UC) is a term used to indicate the integration of different forms of communications, typically including telephone, instant messaging, video and presence.  To explain the term “Presence”, this is information about the status of another person, e.g. on the phone, in a meeting, on holiday etc.

UC has created lots of new communications opportunities and products are available from almost all the traditional telephony manufacturers.  In addition, software suppliers such as Microsoft have launched products, in the case of Microsoft it is called Microsoft Lync (formally Microsoft OCS).

Currently UC is limited, with more advanced functionality available at the desktop as opposed to mobile, such as on smart phones and tablets. The use of UC is also currently primarily within an organisation rather than external, e.g. communication to clients.  This is expected to change in the next few years.

UC is set of revolutionise the telecommunications market.  For example, will Microsoft replace the traditional telephony manufacturers?

BBW have considerable experience of UC and the management of the various forms of communication involved.  Typical projects comprise:

• Strategy – The development of UC strategies, Return on Investment (ROI) calculations, infrastructure analysis and business case development.

• Procurement – The development of RFP’s and tenders for UC infrastructure and the associated evaluation and procurement advice.

• Expansion – Many organisations have the fundamentals of a UC strategy but have yet to fully benefit from the investment.  Migrating from a series of tools to a UC infrastructure which provides business efficiencies is an area BBW can deliver.  The expansion of UC to wider technologies, such as contact centres, can also deliver real benefits.

Recent BBW projects including UC include:

Global Export Business – This client exports products to retailers on a global basis and had two objectives: i) Improve the efficiency of order management, ii) Differentiate from competitors by offering unique functionality to its customers.  BBW developed the strategy, managed the procurement process and conducted final contract negotiations.

Major UK Council – This local authority wished to reduce costs by introducing mobile working and closing a number of office locations.  BBW supported the Council in the development of the technology strategy and managing the resulting, highly complex, UC procurement.

Acute Hospital – This client wished to revolutionise their patient care with the introduction of advanced UC functionality.  This including the replacement of traditional tone pagers, carried by clinicians, with advanced devices which supported alerts, instant messaging and voice.  BBW worked closely with the client to develop the strategy and associated business case.

For more information of how BBW can support your organisation with a Unified Communications project, please contact us.