In today’s business environment, integrating
communication tools into one solid platform is essential in empowering people
to have limitless interaction channels and providing businesses with more
efficient customer service delivery.
Synchronous – This can be
defined as an immediate interaction in real-time that involves two or more
individuals that takes place simultaneously. It is also referred to as “same
time/different place” communication. Common examples are phone
conversations, Video Conference and Instant Messaging.
Asynchronous – The exchange
of messages from the network host or computer by reading and responding as
schedule permits, which is similar to intermittent data transmission and
participants are not necessarily available or online at the same time. It is
also referred to as “different time/different place”
communication. Common examples are email, text messaging, modems and printers.
The goal of Unified Communications is to
integrate real-time and non real-time communication services and make them work
seamlessly as an integral part of the network deployment. This method can
further redirect interactions as one-to-one communications or broadcast
communications from one to many depending on the business requirement. This
platform usually utilizes back-end systems which provide the services and
front-end clients that control the user access.
The evolution of supporting technology for global
companies and large industries paved the way for the rapid growth of Unified
Communications (UC), making it the most important aspect of every business
enterprise today. More and more companies are realizing that Cloud Computing is
a positive step towards improving existing business processes, especially in
Contact Centers. Since, cloud-based networks and cloud call center software are
services that can be outsourced, managing the systems remotely will not pose
any problems. Unified Communications is most definitely the future of
cloud-based technology solutions.
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