Unified Messaging (UM)

Unified Messaging or UM is the integration of different electronic messaging and communications media (e-mail, SMS, Fax, voicemail, video messaging, etc.) technologies into a single interface, accessible from a variety of different devices. While traditional communications systems delivered messages into several different types of stores such as voicemail systems, e-mail servers, and stand-alone fax machines, with Unified Messaging all types of messages are stored in one system.

Voicemail messages, for example, can be delivered directly into the user’s inbox and played either through a headset or the computer’s speaker. This simplifies the user’s experience (only one place to check for messages) and can offer new options for workflow such as appending notes or documents to forwarded voicemails.

Today, UM solutions are increasingly accepted in the corporate environment. The aim of deploying UM solutions generally is to enhance and improve business processes as well as services. UM solutions targeting professional end-user customers integrate communications processes into the existing IT infrastructure, i.e. into CRM, ERP and mail systems

UM Capabilities

  • Single delivery – People may send any message destined to a particular end-user by addressing to a single alias.
  • Single repository – All messages are stored in one place for easy access/retrieval and integration such as speak-to-text, text-to-speech, etc.
  • Single access – Utilizing a unified addressing scheme allows the end-user to access all messages through simple, intuitive mailbox interface commands.
  • Single notification – Utilizing SMS and/or other forms of notification allow the end-user to be alerted of missed and/or incoming messaging and/or communications attempts