Unified communications makes all of the communications systems in a business – such as phones, video conferencing and e-mail, work together. For example, the contacts list in your instant messenger application can indicate when contacts are online and active. Calls to desk phones will automatically divert to voicemail because the system can recognise that the person is not at their desk.
Benefits include call queuing, call recording, allowing customers who have dropped out of the queue to resume at the same position and wallboards to monitor agents’ performance in a call centre environment. VoIP technology allows you to make calls using broadband internet, and is generally cheaper than making calls using an analogue phone system.