Unified Communications

Unified communications (UC) is a platform that intelligently integrates several communication and collaboration applications to improve business processes. The combination of presence and availability with voice, video, email, and instant messaging makes it easier to communicate via the optimal path with employees, customers, and suppliers, and it ultimately streamlines business processes. Although the many applications associated with UC platforms can be deployed as standalone, UC provides a common user interface for these applications that makes it simpler for employees to use them on an integrated platform. This promotes higher use of these applications and results in improved business processes and employee productivity.

Latest Research

  • For B2B Marketing Professionals

    REPORT: Global Business Technographics® Networks & Telecom Survey, 2017: Overview

    A Business Technographics Presentation

    May 25, 2017 Brian Luu, Xiaotong Duan, Tyler McDaniel

    This report is an overview of the Forrester Data Global Business Technographics® Networks And Telecommunications Survey, 2017. Topics include sourcing preferences; managed services technologies and drivers; SDN WAN implementation; unified communications adoption and deployment; and the increasing impact of the internet of things (IoT). We have analyzed the results for a variety of segments, such as revenue, company size, industry, and seniority level. Our analysis reveals that more small and midsize businesses are now considering outsourcing or off-premises deployment than in 2016. Most industries will adopt IoT, with the largest portion of new customers emerging from high-tech manufacturing firms this year. We also look at how IoT adoption will drive organizations to procure new network and telecommunications technologies. Service providers must prepare to meet the growing network demands of industries with IoT initiatives.

  • For Application Development & Delivery Professionals

    REPORT: Brief: Now You See Me — Video Chat Improves The Customer Experience

    Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction

    September 15, 2016 Nick Barber, Art Schoeller

    Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader consumer adoption of video for personal use, more firms are embracing it as an interaction channel. The barriers for the technology have fallen, and verticals like healthcare and financial services are implementing it. This report shows application development and delivery (AD&D) pros live video's benefits and downsides in different customer scenarios and discusses vendor options. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Navigate The Turbulent Waters Of Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook

    March 4, 2016 Art Schoeller

    Enterprise collaboration is a long-established category of technologies (e.g., email, unified communications, and social networking) that continues to evolve. Properly deployed and adopted, it can provide the connective tissue of the customer experience (CX) ecosystem. This report details how application development and delivery (AD&D) professionals supporting collaboration initiatives should work with other stakeholders to establish a vision and strategy.

  • For Application Development & Delivery Professionals

    REPORT: Say Goodbye To UC; It's Time For Customer-Activated Communication And Collaboration

    CACC Will Drive Deeper And More Effective Customer Ecosystem Interactions

    June 22, 2015 Art Schoeller

    Application development and delivery (AD&D) professionals responsible for communications and collaboration applications constantly struggle with driving consistent adoption and business value. While many organizations have deployed tools like Microsoft Lync for instant messaging, Cisco's WebEx for Web collaboration, and Jive for social networking, they struggle with how these tools directly impact a business technology (BT) agenda. Winning, serving, and retaining customers is the rallying cry defining customer-activated communication and collaboration (CACC). Unified communications is mature and the time is ripe for a new wave of innovative technology. This report details how CACC will become the connective tissue that holds together the customer experience ecosystem.

  • For Infrastructure & Operations Professionals

    REPORT: Quick Take: Cisco Makes Its Long-Expected Change In Leadership

    Customers Are Safe As John Chambers Passes The Baton To Chuck Robbins

    May 5, 2015 Andre Kindness, Dan Bieler, Tyler Shields, Richard Fichera, Michele Pelino

    John Chambers has been the face of Cisco for 20 years. Although an icon of the technology industry, his succession was inevitable. On May 4, 2015, Cisco made the formal announcement that Cisco veteran Chuck Robbins will replace Chambers as CEO, effective July 26, 2015. Chambers will remain executive chairman for an unspecified duration. Chambers was the apostle of "customer experience" about two decades before it was hip, and in numerous ways, he is a very tough act to follow. Noted for his smooth, folksy demeanor and his track record of growth, he deserves his status as a Silicon Valley legend. Still, the time is right to bring in a fresh approach to guide the company into a new era defined more by customer experience than simply technology superiority. This quick take addresses many infrastructure and operations (I&O) pros' burning questions regarding this transition, and how these changes may alter the technology giant's ability to serve your BT agenda.

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