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 Application Development & Delivery Professionals

    REPORT: Now Tech: Cloud Unified Communications Providers, Q2 2018

    Forrester's Overview Of 24 Cloud Unified Communications Providers

    June 4, 2018 Art Schoeller

    You can use cloud unified communications (UC) providers to quickly deliver critical UC capabilities to your workers, reduce or eliminate capex investments, and protect existing UC investments. But to access these benefits, you'll first have to select from a diverse set of providers — providers that vary by size, functionality, geography, and vertical market focus. Application development and delivery (AD&D) pros should use Forrester's Now Tech report to understand the value they can expect from a cloud UC provider and select vendors based on size and functionality.

  • For Security & Risk Professionals

    REPORT: Enable Secure Communications To Protect Data And Privacy

    Use Cases For Enterprise Secure Messaging

    May 9, 2018 Heidi Shey

    Employee use of consumer-oriented messaging-and-communications apps like WeChat and WhatsApp, in addition to personal devices for making voice calls, is a source of vulnerability and risk for the enterprise. Simply having end-to-end encryption with a consumer-encrypted chat app is insufficient, particularly when it comes to compliance requirements. This report examines security controls available in enterprise offerings for secure messaging and communications, and highlights industry-specific and general-purpose use cases, to help S&R pros protect their data.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Unified Communications And Collaboration, Q3 2017

    Evaluating The Leading UC&C Vendors That Can Provide A Diversity Of Deployment Options, Including UCaaS, Hosted, Hybrid, And On-Premises

    September 27, 2017 Art Schoeller

    In our 29-criteria evaluation of unified communications and collaboration (UC&C) providers, we identified eight of the most significant ones — Alcatel-Lucent (ALE), Avaya, Cisco, Microsoft, Mitel, NEC, ShoreTel, and Unify — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery (AD&D) professionals make the right choice.

  • 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.

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