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Introducción a las Comunicaciones Unificadas

Comunicaciones Unificadas

Vivimos en el siglo de la comunicación. Nos comunicamos con personas, no con ubicaciones concretas como en el siglo pasado. Disponemos de acceso a la información en el sitio donde la necesitamos y podemos recoger datos en cualquier punto e enviarlos al instante. La movilidad tanto desde el punto de vista empresarial como personal ha transformado profundamente nuestra relación con el mundo. Vivimos completa y continuamente conectados.

Este cambio de paradigma, supone, a priori, sólo ventajas para las empresas.

¿Sólo ventajas?

Las empresas ponen a disposición de sus empleados los elementos básicos de comunicación: teléfono de oficina con su buzón de voz, fax, correo electrónico, y en muchas  ocasiones, teléfono móvil, el cual dispone de su propio buzón de voz. Empresas más avanzadas tecnológicamente, disponen de mensajería instantánea, video conferencias o conferencias por la red.

Cada modo de comunicación, por separado, funciona bien y cubre unas necesidades de forma correcta y  satisfactoria.

Los empleados a su vez, disponen de teléfono móvil, con su buzón de voz, su propia cuenta de e-mail y su mensajería instantánea.

El correo electrónico es más rápido que la carta y se suele esperar una rápida respuesta a los mismos. Pero dado que las bandejas de entrada se ven repletas de una gran cantidad de ellos, muchas veces éstos pasan desapercibidos, por lo que el envío de un e-mail no nos exime de tratar de localizar a una persona en muchas situaciones. Ésta puede estar fuera de su sitio en la oficina u ocupada en una reunión o con otra llamada, por lo que tampoco es fácil localizar a alguien por teléfono. Puedes tratar de dejar un mensaje en el buzón de voz; pero ¿cuando lo oirá?,  ¿lo oirá en el buzón del móvil, en el de su teléfono fijo o en ambos? Se cuenta con más formas de comunicarse, todas inconsistentes entre sí, lo que hace que cada vez sea más difícil encontrar a la persona que se quiere localizar.

Si la empresa no facilita móvil, el empleado usará el personal, si no facilita mensajería instantánea se buscará la propia, de Microsoft, Google, Yahoo, Skype u otra, mensajería que en muchos casos incluye voz. Así para enviar correos de trabajo desde fuera de la oficina se usarán cuentas personales en Google, Yahoo o Microsoft. Información confidencial de la empresa se está manejando fuera de los canales oficiales. A veces se comunican los empleados con clientes y provedores por medios que no dejan traza documentada de dicha comunicación en la empresa.

Comunicaciones Unificadas

Las Comunicaciones Unificadas pretenden acabar con todo este caos. Resuelven todos estos problemas reduciendo a un sólo número, el del móvil, fijo y fax, integrando éstos con los buzones de voz respectivos, siendo transparente para el que llama, evitando tener que buscar la información de contacto en diferentes directorios. Los propios elementos de comunicación se transmiten información entre si, de manera que realizan por si mismos el trabajo de localizar a la persona buscada, se encuentre en la oficina, de viaje, trabajando desde casa o de camino al trabajo por ejemplo, pudiendo transferirse dicha llamada a otra persona si el empleado buscado está de baja, de vacaciones o comiendo.

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  1. 20 abril 2010 en 11:13 pm

    La convergencia de medios empieza a ser imprescindible. Me ha gustado mucho tu entrada.

  2. 21 abril 2010 en 9:57 am

    Las comunicaciones unificadas es algo deseable desde el punto de vista del usuario, pero no tengo claro que vayan a triunfar. ¿Por qué? las razones son varias: la primera es económica ¿a cuántos beneficia y a quién perjudica?, la segunda es de hábitos porque yo creo que el emisor o iniciador de la comunicación dirá algo “quiero comunicarme off-line con Fulanito para mandarle…” pero el receptor elegirá recibir el mensaje por e-mail, SMS, MMS, etc. y eso es un cambio de hábitos que no nos gusta demasiado a los humanos…
    Los beneficios para la empresa son importantes porque la información dejaría de estar desperdigada en diversos depósitos de información…
    No obstante, sin duda es el camino lógico ¿cuánto penetrará en el mercado?

  3. Marina Libertad
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    La entrada es interesantísima. Sin embargo, me produce un poco de miedo el leer “vivimos completa y continuamente conectados”, y me sugiere la posibilidad de una nueva esclavitud para los trabajadores, que provendría de ese apegamiento a las comunicaciones y del posible abuso que pudieran ejercer las empresas para controlar cada movimiento de sus empleados.
    Muchas grandes empresas, intentando aprovechar al máximo las nuevas tecnologías, se apresuraron a despedir a administrativos y secretarias que leían y seleccionaban correos electrónicos, localizaban a personas por tierra, mar y aire, informaban sobre si sus jefes estaban aquí o allá, encontraban la información requerida en pocos minutos y la trasladaban a quien interesara en tiempo record. Muchas de esas empresas no se han dado la suficiente prisa para reorganizar, unificar y rentabilizar al máximo sus recursos materiales e instruir debidamente a sus recursos humanos para que realicen un uso eficiente de los mencionados recursos materiales de comunicación.

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