Unified Communications
Industry Glossary

Unified Communications (UC) is a comprehensive technology solution that integrates a variety of communication tools and services into a unified platform. This includes voice and video calling, messaging, email, presence information, and collaboration features. The goal is to create a seamless and efficient communication experience, allowing users to access and manage various communication channels from a single interface. UC enhances connectivity and collaboration within organizations, facilitating improved productivity and responsiveness.

VoIP, or Voice over Internet Protocol, is a technology that enables voice communication and multimedia sessions over the internet. Unlike traditional telephone systems that rely on analog signals, VoIP converts voice signals into digital data packets, which are transmitted over internet protocol (IP) networks. This technology has revolutionized communication by providing cost-effective and flexible voice solutions, often offering additional features such as video calling, instant messaging, and conference calling.

A VoIP phone is a device specifically designed to use VoIP technology for making and receiving phone calls over the internet. These phones may resemble traditional telephones but are equipped with hardware and software that allow them to connect to IP networks. VoIP phones can offer various advanced features, including video calling, call recording, and integration with other communication tools.

A VoIP number is a telephone number assigned to a user of VoIP services. Unlike traditional phone numbers associated with landlines, VoIP numbers enable users to make and receive calls over the internet. VoIP numbers are portable and can be used globally, allowing users to maintain communication regardless of their physical location.

VoIP works by converting analog voice signals into digital data packets, which are then transmitted over IP networks. These packets are reconverted into analog signals at the receiving end, allowing for voice communication. VoIP technology leverages the internet for communication, offering a more cost-effective and flexible alternative to traditional phone systems.

UCaaS, or Unified Communications as a Service, is a cloud-based delivery model that provides organizations with access to unified communication tools and services over the internet. Instead of investing in and maintaining on-premise communication infrastructure, organizations can subscribe to UCaaS solutions, allowing for flexibility, scalability, and reduced IT overhead.

SIP, or Session Initiation Protocol, is a signaling protocol used in VoIP to establish, modify, and terminate communication sessions. It plays a key role in initiating and managing voice and video calls, as well as other communication services. SIP facilitates real-time communication and is integral to the interoperability of different communication systems.

PBX, or Private Branch Exchange, is a private telephone network used within an organization. It enables internal communication between employees and facilitates external communication with the outside world. PBX systems often include features such as call routing, voicemail, and conferencing, enhancing the efficiency of communication within a business.

PBX stands for Private Branch Exchange.

Multi-tenancy is a structure in telecommunication systems, such as PBXware. It allows multiple organizations or users to share a common telephony platform while maintaining separate and secure configurations. This feature is particularly beneficial for service providers and businesses that need to host and manage telecommunication services for multiple clients or departments.

A contact center is a centralized hub where organizations manage and handle customer interactions through various communication channels, including phone calls, emails, chat, and social media. Contact centers are designed to enhance customer service, streamline support processes, and ensure a consistent customer experience across different communication channels.

While both contact centers and call centers handle customer interactions, a contact center goes beyond voice interactions. It encompasses a broader range of communication channels, including emails, chat, and social media. Call centers primarily focus on voice interactions via telephone. Contact centers are more versatile, offering a multi-channel approach to customer engagement.

CCaaS, or Contact Center as a Service, is a cloud-based model that provides organizations with contact center functionalities and services on a subscription basis. This approach allows businesses to access and utilize contact center features without the need for on-premise infrastructure. CCaaS solutions offer flexibility, scalability, and cost-effectiveness.

UCaaS, or Unified Communications as a Service, focuses on overall communication and collaboration tools for an organization. It encompasses a wide range of communication services beyond the contact center. CCaaS, on the other hand, specifically caters to contact center needs, emphasizing customer interactions and support. While UCaaS enhances internal communication, CCaaS enhances customer-facing communication.

CPaaS stands for Communication Platform as a Service. It provides a cloud-based platform that enables developers to embed real-time communication features, such as voice and messaging, into their applications. CPaaS solutions offer developers the tools and APIs needed to integrate communication capabilities seamlessly, enhancing the functionality of their applications.

KVM stands for Kernel-based Virtual Machine. It is a virtualization technology that allows the running of multiple virtual machines on a host system. KVM leverages the Linux kernel to provide hardware-assisted virtualization, enabling efficient and secure isolation of virtualized environments. It is widely used in cloud computing and data center environments for resource optimization and scalability.

Bandwidth refers to the maximum rate of data transfer across a network, typically measured in bits per second (bps). It represents the capacity of a communication channel and determines how much information can be transmitted within a specific timeframe. In the context of internet connections, higher bandwidth allows for faster data transmission, enabling quicker downloads, smoother streaming, and improved overall internet performance.

BYOD stands for “Bring Your Own Device.” It is a workplace policy that allows employees to use their personal devices, such as smartphones, tablets, or laptops, for work-related tasks. BYOD policies aim to enhance flexibility and productivity by enabling employees to use familiar devices, but they also require careful management to address security and privacy concerns associated with personal devices accessing corporate networks and data.

CRM stands for “Customer Relationship Management.” It is a strategy, process, or technology designed to manage and analyze an organization’s interactions with current and potential customers. CRM systems help businesses streamline customer communication, improve customer satisfaction, and drive sales growth by organizing and automating various aspects of customer interactions, including sales, marketing, and customer service.

CRM software refers to applications and tools that facilitate the implementation of Customer Relationship Management strategies. These software solutions provide a centralized platform for managing customer information, tracking interactions, automating sales processes, and analyzing customer data. CRM software is essential for businesses seeking to strengthen customer relationships, streamline operations, and make data-driven decisions to enhance overall customer satisfaction.

IVR stands for “Interactive Voice Response.” It is an automated telephony system that interacts with callers through voice or keypad inputs. IVR systems enable users to interact with a computerized phone system to obtain information, complete transactions, or navigate through a menu of options without direct human intervention. IVR is commonly used in customer service and business environments to efficiently route calls and provide self-service options for callers.