The Next Generation of Collaboration Is Here

At one time, collaboration meant sending emails or exchanging instant messages (IMs) with coworkers. Then, it broadened to include Web conferencing, shared workspaces, blogs, and wikis.

The fourth generation of collaboration is where unified communications (UC) comes into play, by bringing these tools and more together behind a single user interface – from presence, email, chat and calendar apps to voice calling, voicemail and conferencing – and making them accessible from nearly any device.

Today, UC is doing more than connecting coworkers for improved productivity. It’s providing businesses with the real-time capabilities they need to transform the experience they deliver to customers.

As a result, UC investments are becoming more strategic, not just directed at specific business units or departments. Instead, we’re seeing a “collaboration overhaul” – a transformation that’s driving a closer alignment between UC and business goals.

Collaboration overhaul through UC

You can learn more about UC in a webinar  featuring AT&T and Gartner.  The short video addresses how UC is being used as a valuable communication and collaboration tool to connect with customers and others in new ways – for example:

  • In the contact center UC solutions give agents “one-click” access to the right expert to quickly answer customer queries in real time.
  • In healthcare, there are telemedicine capabilities emerging that connect doctors and patients for video-based consultations.
  • UC applications are integrating with ERP, sales, customer relationship management applications to communications-enable business processes and streamline customer interactions.
When considering UC, organizations should consider:
  • Deploying enterprise-class UC services and tools for more secure collaboration inside and outside the organization.
  • Optimizing the network to manage the bandwidth demands of video collaboration and social media.
  • How cloud-based UC services and hybrid solutions can complement on-premises systems.
Is your business exploring new UC approaches to collaboration? What have you learned?
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