Unified Communication – Even if you haven’t heard of this term, you must have used it in your daily life. Yes, it is true. All the times when you answered an official email or voice mail via your phone sitting at your home, it was UC working from behind. 

UC solutions mean different things to different people. For some, it is the means of connecting and outsourcing the business; for some, unified communications systems mean better productivity. It has become more to communication than just audio calls. But in all scenarios, UC is making its place in the heart of every enterprise. 

Today unified communications systems are playing a significant role in enabling businesses to collaborate to tap their true potential.

What are Unified Communications Solutions?

A Unified Communication (UC) system integrates multiple communication tools like video conferencing, instant messaging, user presence (availability), voice mail, whiteboarding, fax, data sharing, video sharing, and voice calling. It aims to offer a streamlined interface that improves User Experience (UX) and productivity. UC supports the integration of software that supports (RTC) real-time communications.

Typically, unified communications systems transform traditional communication methods and foster greater transparency in operations. UC has become crucial considering the ever-growing need for a communication stack and the daily demand for innovative features.

Enterprise unified communications also offer integration into other adjacent applications, for instance, CRM. Such integration is crucial in driving efficiency and keeping all the cloud-based systems interconnected.

As per statistics by GrandViewResearch, the market of Unified Communications Solutions will be worth $167.1 billion by 2025.

Let us understand how UC works. 

How Does Unified Communications Solution Work?

UC integrates services through a centralized dashboard. Since it is a cloud-based service, it lets you communicate from anywhere, irrespective of geographic location. Typically, it is backed by a back-end-management system. 

This integration of multiple communication tools is the beauty of Unified C ommunications. It allows a sales representative to have the same number on his mobile and desk, wherein he gets to feed the voicemails as text to the email inbox. 

Typically, unified communications systems support one or more back-end management systems (UC platforms) that enable front-end clients to provide access. It is possible through the APIs (Application Programming Interface). This allows companies to get various communication functionality built directly into their system.

Components of Unified Communications Solutions

Components of UC is a suite of tools comprising a UC platform. It combines vital components like a call manager, voice gateway, email, text messaging, audio/video conferencing, telepresence, room-based video conferencing, calendars, scheduling, collaboration platforms, and a client device. These components, in unison, enable all the communication services to run smoothly. 

These unified communications systems’ components can be deployed on the cloud, on-premises, hybrid, or a combination of all three. 

• Call Manager

In unified communication, the call manager is crucial. Since all the client-end devices get registered in the call manager, no device can function entirely without this component.

• Voice Gateway

As the name suggests, voice gateway connects the private network to the outside world. All the calls and messages, either from outside the network, pass through this device.

• Messaging 

Click-to-chat or instant messaging is one of the most common components of UC. It allows IM (Instant Messaging) and file sharing in real time. In the agile world, when time is money, real time communication is a powerful tool.

• Analog gateway

The role of the analog gateway is to convert analog phone signals.

How Unified Communications Solution Establishes Connection

• If user A wants to connect with user B within the organization, the signal first reaches UC’s brain, i.e., the Call Manager.
• Since all the devices are registered with the call manager, it checks if the call destination is within or outside the organization.
• The call manager connects both devices if the call is within the organization.
• If the call is destined outside the private network, the role of voice gateway comes in. The call manager sends the calls to the voice gateway through PRI lines (Primary Rate Interface line) and establishes a connection.

What If Call Manager Is Down?

Technology is a tool that can face some unforeseen glitches. That goes with the UC component call manager as well. In case when the call manager service is down, the voice gateway takes charge and acts as a bridge to connect the call to the destination. In the meantime, the call manager gets the scope to resume functioning again. This coordination of dealing with downtime helps in keeping the SLA.

Communication technology, however, is a potent way to establish connections between users at ends. It is made feasible by these communication protocols. 

Communication Protocols

Two protocols primarily support communication. 

• Session Initiation Protocol (SIP)

SIP, Session Initiation Protocol, is the most common protocol in VoIP. It transmits and controls multimedia sessions.

• Session Description Protocol (SDP)

SIP seeks the help of SDP, Session Description Protocol. An SDP is a security technique that declares its receiving specifications, and RTP is Real-Time Transport Protocol for delivering voice and video over an IP network.

These two protocols work on the IP network and support UDP, DNS, TCP, and other internet protocols. 

Another trending term now gaining traction is UCaaS, a sibling of UC.

 UCaaS (Unified communications as a service)

The unified communications market is proliferating with the increasing use of UCaaS (Unified communications as a service). It refers to enterprises that offer a complete suite of communication services.

• Enterprise telephony.
• Meetings (audio/video/web conferencing).
• Instant messaging and presence (Collaboration tools).
• Collaboration.
• Unified messaging.

UCaaS is a cloud-delivered unified communication model that aims to provide a centralized platform with high availability, flexibility, and scalability. It keeps the workplace integrated, even when the workforce is scattered (working remotely).

Benefits of Unified Communication Solutions

Enterprise Unified Communication simplifies the world of RTC. Some benefits of unified communication solutions.

• Better Productivity

Everything becomes so convenient when you can work anywhere, comfortably. Enterprise unified communications platform makes it possible and lets you connect and collaborate as if under one roof. It improves the productivity of employees.

• Communication Benefits

UC boosts business processes by embedding communication features in the business models.

• Better Service Delivery

Unified Communications enable users to gather information and communicate through a single platform. It promotes better service delivery. 

• Quick Decision-Making

UC enables an employee to answer business calls or initiate an instant messaging conversation anytime from any place. It reduces the turnaround time and lets the user make quick decisions.

Conclusion

We live in a new world run by robust technology and mobility. Today, businesses, clients, and employees prefer flexibility over the choice of devices for work purposes—for instance, mobile devices, laptops, and tablets. Hence, the demand for unified communications systems also increases as the flexible work environment, like remote work culture and bring your device (BYOD), gains popularity. Simply put, UC is the driving force of digital transformation.