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.

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153 results in Reports

  • Unified Communications
  • 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

    Application development and delivery (AD&D) professionals responsible for communications and collaboration applications constantly struggle with driving consistent adoption and business value. While...

    • Downloads: 84
  • 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

    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...

    • For Infrastructure & Operations Professionals

      Report:Brief: Avaya Re-Engages Its Partners And Customers With A Stronger Strategy

      A Breakdown Of The Avaya Partner And Analyst Event And What It Means To I&O Professionals

      At its annual partner event, Avaya launched a new set of initiatives to help its partners differentiate themselves and to help infrastructure and operations (I&O) professionals transform customer...

      • Downloads: 61
    • For Application Development & Delivery Professionals

      Report:The Unified Communications Framework For Voice Integration

      Increase Adoption, Decrease Costs, And Improve Customer Experiences

      Expanding enterprise unified communications (UC) capabilities improves the ability to win, retain, and serve customers so it's important to tackle the barriers to adoption. Users may use alternative...

      • Downloads: 154
    • For Infrastructure & Operations Professionals

      Report:Get Organized To Stop The Communications And Collaboration Infrastructure Civil War

      In the American Civil War, many combatants on both sides had attended the US Military Academy at West Point as cadets. The war pitted not only brother against brother but also cadet against cadet,...

      • Downloads: 421
    • For Application Development & Delivery Professionals

      Report:Mind The Gap When Organizing To Support Contact Center Applications

      Organization: The Contact Centers For Customer Service Playbook

      Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring...

      • Downloads: 402
    • For Infrastructure & Operations Professionals

      Report:The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

      The 11 Providers That Matter Most And How They Stack Up

      In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

      • Downloads: 594
    • For Infrastructure & Operations Professionals

      Report:Five Trends To Help You Enable Collaboration In Context

      Generating ROI By Delivering Value To Users And Customers

      Unified communications and collaboration (UC&C) solutions have been evolving from science experiments to useful business tools for a decade. Communications-enabled collaboration experiences allow...

      • Downloads: 240
    • For Infrastructure & Operations Professionals

      Report:Consider Whether To Put Huawei On Your Provider Shortlist

      Huawei Makes Progress In The Enterprise, But Is Not For Everyone — Yet

      Since Huawei Technologies entered the global enterprise IT infrastructure market in 2011, it has made consistent progress with broadening its portfolio of enterprise products and services and...

      • Downloads: 82
    • For Application Development & Delivery Professionals

      Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

      The Technology Arrives, But Does It Improve The Customer Experience?

      Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

      • Downloads: 402
    • For Application Development & Delivery Professionals

      Report:What You Need To Know About WebRTC

      Communications Application Development In Browsers Will Increase Customer Engagement And Unified Communications Adoption

      Communicating in real time via video, voice, and data has long been an important capability for the enterprise workforce. Integrating real-time communications into browser applications allows for...

      • Downloads: 212
    • For CIO Professionals

      Report:Connected Business: A New Style Of Doing Business

      CIOs Need To Prepare For Cultural And Organizational Transformation

      Macro trends in technology and shifting customer behavior are giving rise to the connected business — which is not defined by technology but is rather a new style of doing business. The...

      • Downloads: 485
    • For CIO Professionals

      Report:Market Overview: Hosted Collaboration Services Providers

      Alternatives To Google Apps And Microsoft Office 365 Emerge

      Sixty-five percent of IT leaders Forrester recently surveyed said they are interested in or already using software-as-a-service (SaaS) for some portion of their collaboration technology portfolio....

      • Downloads: 498
    • For Infrastructure & Operations Professionals

      Report:The CCI Market Is Poised For Growth

      This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their communications and collaboration infrastructure budgets, priorities, motivations,...

      • Downloads: 152
    • For CIO Professionals

      Report:The Forrester Wave™: Personal Communications Services, Q3 2013

      The Rise Of Personal Communications Tools In The Enterprise

      Empowered employees are embracing personal cloud-based communications and collaboration services, like Skype or Facebook Messenger. Any empowered employees expect to use these collaboration channels...

      • Downloads: 428
    • For CIO Professionals

      Report:The Forrester Wave™: Desktop Videoconferencing, Q3 2013

      Microsoft Leads, Followed By Avaya, Cisco Systems, And Vidyo

      There are four major categories of desktop videoconferencing solutions: consumer applications, unified communications (UC) clients, video pure plays, and webconferencing. In Forrester's 60-criteria...

      • Downloads: 642
    • For Sourcing & Vendor Management Professionals

      Report:The Expectation Gap Increases Between Business And IT Leaders

      Sourcing Managers Need To Moderate A Dialogue About Network And Communication Technologies

      Forrester survey data indicates gaps in opinion about network infrastructure aspects between business and IT leaders. There is a clear risk that IT will purchase network and collaboration assets that...

      • Downloads: 286
    • For Sourcing & Vendor Management Professionals

      Report:Telstra Global Is An Emerging Network Services Option In Selected Asian Hubs

      Organizations entering Asia Pacific or expanding their activities in the region have several options when it comes to network connectivity services. This report provides a brief overview of...

      • Downloads: 102
    • For Infrastructure & Operations Professionals

      Report:Reduce Risk And Drive Adoption With A CCI Road Map

      As communications and collaboration infrastructures (CCIs) start to coalesce into broader suites, infrastructure and operations (I&O) professionals need to ensure that the right road map will...

      • Downloads: 261
    • For Sourcing & Vendor Management Professionals

      Report:Identify Your Current State As A First Step To Best-Practice Telecoms And Mobility Sourcing

      A potentially challenging but important first step in establishing a best-practice sourcing strategy for telecommunications and mobility services involves identifying the current state of your...

      • Downloads: 376
    • For Enterprise Architecture Professionals

      Report:The Top Emerging Technologies To Watch: Now Through 2018

      Emerging digital technologies are a primary driver of business evolution and disruption. Firms are grappling with an accelerating pace of business change while also trying to make IT simpler and more...

      • Downloads: 4355
    • For CIO Professionals

      Report:Office 2013: A Breakthrough In Productivity

      Highly Integrated With A Risk Of Lock-In

      Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

      • Downloads: 616
    • For Infrastructure & Operations Professionals

      Report:Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

      This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...

      • Downloads: 398
    • For Infrastructure & Operations Professionals

      Report:Use Context To Drive A Seamless UC&C Service Layer

      Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...

      • Downloads: 336
    • For Sourcing & Vendor Management Professionals

      Report:The Future Of Telecommunications And Mobility Sourcing

      This report outlines Forrester's vision for communications technology and services sourcing. To ensure effective sourcing of telecommunications and mobility (T&M) services, IT sourcing and vendor...

      • Downloads: 670