SLIDESHOW: Unified Communications Puzzle Smaller Companies

Once they understand what the term unified communications means, SMBs are pretty clear on what capabilities and features they think belong in the mix -- beginning with voicemail, E-mail, VoIP, conferencing, and instant messaging. Surprisingly, only a little more than half of SMBs see critical UC components like desktop integration and -- especially -- presence as part of the mix. Presence -- the knowledge of who is available on the network -- is valuable on its own, and is also a key enabler for many other UC features. For example, if the system can tell you that a co-worker is available online and not busy on the phone or in a meeting, you can route them a customer call with confidence.

Down the road, so-called intelligent presence promises to not just tell you whether a given individual is available, but to find you someone who is available -- and who has the knowledge or authority you're looking for.