Before complete interoperability, enterprise communication have separate structures of voice and data communication. The voice infrastructure is called time division multiplexing (TDM); for data communication, the infrastructure is called internet protocol (IP). However, the separate infrastructures cause a breakdown in enterprise communication as the system cannot balance out fluxes in voice and data communication. If the enterprise received an increase in calls, the internet data network could be entirely unused, while the phones would ring off the hook and customers would receive a busy signal.
On an individual level, devices aren’t be able to operate together. Individuals would have separate numbers for their home phone, office phone and mobile phone with different message systems; email couldn’t be synced with texting and IM. All this information coming from entirely separate sources can be a headache to sift through and slow down reaction times to email, messaging, and voicemails.
In the intermediary phase between separate infrastructures and complete interoperability, networks were able to accommodate both voice and data communication in real-time. The improved quality of service and lowered costs are particularly beneficial. However, the benefits are not completely maximized and the costs needed to extend the network may be a bit daunting. Organizations can implement SIP routing and trunking for some improvement.
In the final product, communications are synced with business operations. The linked system allows for communication and protocols. Calls from customers or partners can be routed and recorded instantly; emails can be forwarded, answered, written and sent within seconds. Multimedia messaging can mean that on one side of the conversation, an individual can be texting and the other can be on a voice call. Video conferencing, instant messaging and instant data exchange can make communication reliable and speedy. In regards to customer service, customers can receive timely assistance through intelligent customer routing and self-service options.