Unified Communications (UC) can be a wide range of next generation enterprise communication applications and services which can include unified messaging, conferencing, IP-PBX functionality, FoIP servers, and mobility solutions which can be located on customer premises, in hosted data centers or in the service provider networks. These UC solutions rely on advanced IP media processing technologies and network connectivity solutions that enable them to interoperate in hybrid network environments that makes up today's enterprise and public voice and data networks.
Contact centers today must deliver superior customer care while controlling costs and increasing agent productivity. Contact centers may also make outbound sales and marketing calls, or conduct surveys. They are also used to promote public safety.