Glossary
Unified communications are a concept of gathering all communication channels and processes within one business in single environment, including text communications, voice communications (telephony), unfified messaging, data sharing, video conferencing and so on.
Unified communications are kind of synonymous with multichannel or even omnichannel communication, which means that unified communications mean the communication platform that offers multiple contact channels for use and provides single interface for agents to process customer queries from different channels.
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