Unified communications (UC) is a term that has been heralded in the telephony and network markets as the IT architecture that will streamline business processes and break down the distinct silos of communications within the enterprise. IDC defines unified communications as a solution platform that adds advanced IP telephony calling and management; Web, audio-, and videoconferencing; instant messaging; and pervasive presence management and awareness--all accessible through desktop and mobile devices.

As more and more companies become aware of the promise of unified communications and the viability of integrated video telephony as a business communications medium, they became more critical of the solutions that they investigate, as well as more strategic about the solutions they choose to adopt. Strong ROIs and lower TCOs can be achieved if those same companies keep in mind how these solutions can provide the following:

• Improve customer satisfaction through robust interactions

• Stimulate more internal collaboration within the enterprise by breaking down communication silos

• Increase the number of effective meetings or transactions during the day

• Reduce travel expenses and carbon emissions in the environment

• Consolidate desktop real estate

• Simplify device and network management and administration