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Where Unified Communication Needs To Go…Unified Interaction

on July 08, 2014

While unified communications and unified communication as a service (UCaaS) bring a certain amount of accessibility across multiple modes, often times this doesn’t ensure consistency as conversation modes change.

When Forrester Research made the prediction that unified communications would grow by 2018 to a more than 62 Billion dollar business, they were making a strong statement of validation to the unified communication market.

With companies turning to unified communications more and more looking for more connected, productive and collaborative employees, it comes with a certain amount of vision to make a deployment meet the expectations of the companies procuring it. With 25% of companies that deploy unified communication seeking a measurable ROI in just 6 months, the pressure is on for solutions to do more than just keep people connected.

In a recent article on Network Computing, a question about the growing industry is brought to light. While unified communications and unified communication as a service (UCaaS) bring a certain amount of accessibility across multiple modes, often times this doesn’t ensure consistency as conversation modes change.

When a text turns into a chat and then into a call, often pieces of the communication pie can be lost, left unrecorded or the transfer can leave certain people disconnected. This is where the article author introduces Unified Interaction Platforms (UIP), which would enable the users to fully trace and capture the UC experience across multiple modes without any loss of contact or data; even in a BYOD environment.

At the very least this piece introduces some provocative thoughts and interesting observations that lead to some new questions about where unified communications is heading.

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