A unified solution integrates all forms of customer interactions and refers to a real-time communication delivery based on the preferred method and location of the recipient; In general, it allows an individual to send or receive a message on one medium and received on another.
The term of presence is also a factor – knowing where one’s intended recipients are and if they are available, in real time – and is itself a key component of unifying communications. To put it simply, unified applications integrate all the systems that a user might already be using and helps those systems work together in real time. For example, unified technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call, or even a video call – all within minutes.
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