Unified communications is more than the sum of the technology components that make it up. Unified communication is about shifting the focus and being able to implement or develop innovative communications techniques that support and enhance business processes. Unified communications is about improving efficiency and increasing the productivity of users. Unified communications is about developing new synergies by enabling collaboration and cooperation.
Unified communications is many things. Above all of those things though, unified communications is a culture. In order to realize the efficiency and productivity benefits, and in order to leverage unified communications to enhance business processes and foster new synergies, the users have to embrace the unified communications culture.
A recent CIO.com article illustrated the fact that unified communications is a journey and not just an implementation project. The article talks about looking beyond the underlying technologies and ensuring that there is a solid strategy and business processes designed to leverage the unified communications technologies.
I would go one step farther and say that end-user training is a paramount consideration for organizations that want to truly embrace unified communications. Implementing new technologies is just an expense until the users understand how to use them effectively. To ensure that your unified communications implementation yields the results you are looking for, invest in end-user training and adopt a unified communications culture to go with the unified communications technology.