Unified Messaging

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.

Unified Messaging was expected by many in the consumer telecommunications industry to be a popular product, first augmenting and eventually replacing voicemail. However, UM was slow to gain consumer acceptance, and UM vendors such as Comverse were badly hit when the slowdown in the telecommunications industry in 2001 made carriers wary of spending large amounts of money on technology with little proven consumer demand.

Today, UM solutions are increasingly accepted in the corporate environment. The aim of deploying UM solutions generally is to enhance and improve business productivity while decreasing communication issues. UM solutions targeting professional end-user customers integrate communications processes into the existing IT infrastructure, i. e. into CRM, ERP and mail systems (e. g. CallXpress, Phoenixnet PH, Microsoft Exchange, Lotus Notes, SAP, etc.)