Abstract
The integration of heterogeneous communication services and devices has led to paradigm shift towards unified communications, which promise to improve productivity and lifestyle by creating the digitally connected life and work environment. The increasing use of various devices for accessing web-based rather than native unified communication is expected to initiate the rise of interest among various parties included in the service delivery chain in comprehension of the influence of different perceptual dimensions on user’s quality of experience. This paper presents a multidimensional analysis of quality of experience for web-based unified communication. The contribution of the paper is twofold. First, the multidimensional model, which quantifies the mutual relations between quality of experience and numerous perceivable dimensions of the experience that determine its quality is proposed. Second, the importance of distinct dimensions in terms of overall user perceived quality of experience for web-based unified communication is identified.
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