Abstract

Unified Communication is described as the process of integrating organisational operations and processes with multiple communication methods. It brings together various communications – voice, telephony, email, instant message, video conference etc. – used by enterprise workers. With the advancement of technology, the need to adapt change has become a necessity to stay current. It justifies the need to have a more contemporary and standard framework of unified communication for large enterprises in order to cater the needs of clients to have a single platform where consistent communication through the use of multiple devices may increase the work productivity significantly. This research intends to identify the issues that concern organizations from adopting unified communication systems and understanding the benefits and challenges that they may experience. As part of this research, a survey is conducted to analyse various aspects that have an impact in the adoption of unified communication in large enterprises. The collected data helped us to come up with a detailed analysis of the benefits and challenges in this regard. Moreover data is also gathered and analysed form enterprises who have implemented unified communication systems as part of their business process. In this research, different models and frameworks are examined to help organizations in adopting and implementing unified communication systems as a solution.  At the end, specific guidelines are provided to assist in adopting unified communication solutions within an organization’s existing business process.