The process of unifying communication related data began in the 90’s when companies like Esna worked to build unified messaging, bringing email, fax and voice messages together into one interface. This provided business professionals with a consolidated mailbox for managing all their messages. As unified messaging evolved, it expanded to include other important information types like calendar presence and integration with CRM applications, social and other business process tools. This new unified communications (UC) solution became a powerful tool to help busy professionals be more productive from anywhere.
As I look ahead to the next logical evolution for UC, I believe it will become even more integrated with business process by aggregating, correlating and sharing the valuable information that flows through a business. There are so many threads of individual activity happening each day within an enterprise. In the future, UC will provide business professionals with rich information about what is happening with their customers, peers, and partners and offer deeper context around the conversations they are having with them.