2. Introduction2

3. User Interfaces3

4. PORTALS3

5. Contact Center3

6. Office Applications 4

7. Telephony4

8. Voice Mail & Unified Messaging5

9. Devices6

10. Collaboration6

11. Conferencing7

12. Service Applications8

13. Mobility8

14. Presence9

15. The Top Five Reasons Why Unified Communications Fail10

16. Value of Unified Communications11

18. Streamline daily communications by improving end user availability and reachability, enabling rich collaboration from any location and any device.

19. Accelerate key business processes through tight integration of real-time communications features with core business applications and workflows.

20. USER INTERFACES

22. Amberbase Solutions (Eastwood City-Libis)

23. eTelecare Call Center (Eastwood City-Libis)

24. Global Contact Services (Eastwood City-Libis)

25. Platronics (http://www.plantronics.com/us/solutions/contact-center/)

27. To access and exchange information

28. Play on mobile phone

29. Call answering

30. On-waiting Message Indicator

31. Call and Voice Mail Notifications via SMS

34. There are some human ways of communicating that do not translate very well over a distance, such as eye contact.

35. Service Applications

37. What is Presence?

38. Knowing where intended recipients are, and if they are available, in real time.

39. It is a key component of unified communications.

41. Example: if a buddy is not in her office or in front of her computer, there is no way your instant messenger can have you contact her, unless other communication technologies are integrated, like pc-to-phone calling. With unified communications, you can know where your buddy is and how you can contact her but of course if she wants to share this information.

42. THE TOP FIVE REASONS WHY UNIFIED COMMUNICATIONS FAIL

43. Shiny Object Syndrome

44. Rather than choosing from all of the fancy features available or just going with what your IT department decides, take a close look at how your business really operates and how the users will be interfacing with the system. If you choose a UC system that is too complicated or cumbersome to use because it is the "newest shiny object" available on the market, your users will most likely avoid the system.

45. Biting Off More Than You Can Chew

46. It is important to only buy as much system as you need. Unified Communications are designed to help your business operate more efficiently by allowing people to communicate and/or exchange information across various devices. You can always implement a UC system in phases or add on more components as they are needed in the future. It usually takes 1 - 2 years to roll out a successful implementation. Be patient and give your users time to adapt to the system as well as giving yourself time to start seeing the return on your initial investment.

49. While the upfront costs of UC systems may appear manageable and within budget, it is usually the longer-term costs that eventually put a UC project into the red.

50. Return on Investment

51. Determining the return on investment (ROI) for UC platforms can be complicated.REFERENCES<br />http://searchunifiedcommunications.techtarget.com/definition/unified-communications<br />http://www.youtube.com/watch?NR=1&v=Nf1tcvd77So<br />http://www.viddler.com/explore/webgenius/videos/2/<br />http://searchunifiedcommunications.techtarget.com/tip/Whats-the-value-of-unified-communications<br />http://www.brighthub.com/office/collaboration/articles/90048.aspx<br />http://www.rapidsofttechnologies.com/enterprise-mobility-solutions.html<br />http://ezinearticles.com/?The-Top-Five-Reasons-Why-Unified-Communications-Fail&id=6117363<br />http://www.pcmag.com/encyclopedia_term/0,,t=unified+messaging&i=53423,00.asphttp://technet.microsoft.com/en-us/library/bb125141.aspx#overviewunifiedmessagingservices<br />http://voip.about.com/od/unifiedcommunications/a/UnifiedComm.htm<br />http://en.wikipedia.org/wiki/Unified_communications<br />http://hornonline.com/images/div/DS/2/Midscan3.jpg<br />http://callcenterinfo.tmcnet.com/Analysis/articles/45590-call-center-contact-center-whats-difference.htm<br />http://www.rdc.uk.com/what-is-a-contact-centre<br />http://bradtlindemann.wordpress.com/2011/03/28/do-you-really-think-a-call-center-is-the-same-thing-as-a-contact-center/<br />http://www.rdc.uk.com/what-is-a-contact-centre<br />