Unified messaging is becoming a buzzword in the wireless industry, as the prospect of managing
several communications options from one chosen device becomes more popular.
Unified messaging allows users to
retrieve messages sent to a voice mailbox, pager, fax machine or e-mail address via any number of devices. Users can
configure each unified messaging system in different ways, depending on their preference.
One user may prefer e-
mail messages, voice mail calls, pages and faxes to appear on his desktop computer’s e-mail in-box. Another user may
prefer to be notified of all her voice mail, faxes and e-mail on her pager. Yet a third user may decide he wants the same
messages read to him over the phone.
Emerging technologies like speech recognition, text-to-speech and speech-to-
text are making all of these options possible.
The concept of unified messaging originally was developed for the
“road warrior” market, but with the proliferation of many wireless and wireline devices in the consumer
market, analysts expect such services to reach the mass market very soon. The Pelorus Group recently predicted the
unified messaging market will reach $970 million by 2002.
As such, several companies are working to create an
effective unified messaging solution. Most recently, Bellcore announced that Manitoba Telecom Services Inc., a
Canadian telecom service provider, has begun testing its next-generation unified messaging solution.
The Bellcore
Unified Messaging solution makes all voice, e-mail, pager and fax messages accessible from one central location, so
users can access their messages via the communications medium of their choice, the company said.
“We have
taken the best products available and developed a reliable, simple system that enables seamless integration with
existing hardware platforms, allowing carriers to offer a variety of customer services,” said Richard Tarabour,
director of advanced services planning and engineering at Bellcore.
The announcement marks another leg in the
journey of extending unified messaging applications to the mass market.
International consulting firm Ovum Inc.
predicts unified messaging will “radically change personal communications over the next 10 years,”
according to a recently released study.
“Unified Messaging Services: Market Strategies” said unified
messaging is to the Internet explosion what direct dialing was to the telephone. Going further in scope than the Pelorus
report, Ovum expects the global unified messaging market to reach $31 billion by 2006.
By that time, analysts at
Ovum said they expect unified messaging to be ubiquitous, with more than one-third of American households and 75
percent of businesses subscribing to telecom services that include unified messaging.
“Unified messaging will
be the foundation for a suite of advanced personal communications services,” said Roger Walton, senior analyst
at Ovum. “Over time, these services will transform the way people interact with the telecom network and each
other. The service provider who owns the unified messaging interface will effectively own the
customer.”
Today, the market is mostly supply driven, Ovum said. But as messaging and mobile services
continue to grow, the demand for simple access will grow with it.
“For service providers, the main driver is
competition,” Walton said. “But while most service providers are paying some attention, the full strategic
importance of unified messaging is not widely appreciated.”
However, with Ovum estimating direct revenues
from unified messaging will reach $2.2 billion by 2002, and indirect revenue will reach $4.1 billion worldwide in the
same time period, that appreciation will grow.
“Unified messaging technology is relatively new and has not
been deployed on a large scale. This leaves major questions about service deployment and customer behavior
unanswered. Prompt market entry and effective marketing will be critical for service providers. Incumbent telcos are in
a strong position but must not be complacent,” read the report.
