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COMMfusion President Blair Pleasant gave CoLab 2013 attendees a pop quiz:
Unified communications is _____.
a. An oxymoron
b. A new viral dance craze
c. A great name for a band
d. A way for companies to improve business processes, enhance employee productivity and reduce costs.
In joint irony, 80-odd audience members responded with a resounding “A!” and with good reason: The industry has been struggling for years to meet the criteria laid out in the definition of unified communications. Communications are not unified. Different vendors and analysts are split between the communication components UC encompasses.
In it’s simplicity, is UC a single client that combines access to multiple modes of communication, like the president of Stephen K Campbell Inc. describes? Or is UC the integration of any communication that optimizes business processes the way UCStrategies outlines?
Pleasant herself believes in a UC-U (user) and UC-B (business process) definition that splits up the term into two sets of technologies: those that help users manage their communications and those geared toward accelerating business processes.
By Gartner’s definition, nearly any vendor can qualify as a UC solution provider:
Gartner defines unified communications (UC) products (equipment, software and services) as those that facilitate the interactive use of multiple enterprise communications methods. This can include control, management and integration of these methods. UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices.
Wainhouse Research draws a line by outlining the minimum set of features a UC vendor, platform or service should deliver:
• A presence-enabled contact list
• Instant messaging
• VoIP audio
• IP video
• Desktop sharing
• Conferencing with three or more participants for audio, video and desktop sharing
Pleasant told me in a conversation after her presentation that the term was developed at a time when unified messaging came into being. Because components other than messaging kept emerging, “communications” replaced “messaging” to be more inclusive. Perhaps at its inception, unified communications began as a misnomer. But are communications technologies today working toward truly unified platforms?
The hopeful say yes. Those who disagree have come together to reimagine the term. Communications platform vendor eZuce forgoes “unified communications” for the term “virtual communications.” Zeus Kerravala calls for an evolution from UC&C to visual collaboration.
This goes beyond making collaboration a part of the unified communications term. This is a call to the industry to agree on a definition or new term for UC altogether.