BizSugar.com › Customer Service › Unified communications, the future of customer service

It may seem like a no-brainer but your departments have to coordinate their efforts if you're going to participate in social media successfully. This process is referred to as unified communications. It's a set of products combining the real-time communication services within your organization, including instant messaging, telephony, and video conferencing with non-real-time services such as voicemail, email and fax. Its singular purpose is to provide a consistent (and positive) user experience across your brand.