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Top Three Unified Communications Market Trends - Evolve IP - ContactCenterWorld.com Blog

Top Three Unified Communications Market Trends

Faster, better, stronger: companies around the world have the same core goals in mind when implementing unified communications (UC) technology. Certain trends point to where the industry is headed. From the UC experts at Evolve IP, here are the top three unified communications market trends shaping the future.

The State of the UC Market

The global unified communications market size was valued at $78.33 billion in 2020 and expected to have a compound annual growth rate of 20.% percent between 2021 and 2028. This rapidly expanding industry could be worth $344.84 billion by the year 2028. That’s great for people who run these businesses, but also a very important point for anyone using them: this technology is considered essential, and it is here to stay.

Unified Communications as a Service, or UCaaS, was developed around the same time that the cloud IT movement occurred, around 2014. UCaaS plays a key role in maintaining communications and business continuity during any season of change. As the adoption of cloud technologies continues to increase, IT leaders are prioritizing cloud-delivered applications, as well as novel IT approaches like the deployment of UCaaS.


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Unified communications market trends happen in context, and the market itself is adapting to new consumer demands. More businesses are allowing remote workers to continue virtual work arrangements, the average tech stack now features several systems that rely on artificial intelligence, and more emphasis than ever is being placed on security. These three trends underscore the importance of enlisting a UC provider that can meet these very specific needs, and provide future-proof solutions for an ever-changing workforce.

1. Better Connectivity for Remote Workers

The COVID-19 pandemic accelerated the adoption of remote work arrangements. Telework, home offices, remote work, and hybrid work are all phrases used to describe employees who work most or all of the time without being physically present in the office. According to Statista, halfway through 2021 as many as 30% of employees were categorized as “remote,” and enterprises were spending $129.5 billion on cloud infrastructure services to support them. These increasingly common arrangements demand streamlined, unified communications platforms.

Unified communications platforms provide remote workers with the ability to video conference, screen share, file share, live chat, and more. Having an integrated suite of solutions means that remote workers can operate in the cloud, gleaning many of the benefits of a normal workday, without needing to be in the office. This mobility is often quantifiably linked to greater productivity and a healthy work-life balance.

When it comes to what to look for in a UC platform, it’s important to understand that not all unified communications platforms are created equal. The companies that are best supporting connectivity for remote workers share some standout traits:

  • Simple, streamlined user interfaces, which make it easy for end-users to navigate the platform and work from anywhere.
  • Presence capabilities, enabling better employee tracking and coordination.
  • Integration capabilities, capably facilitating audio and video conferences and other collaboration efforts.

The systems that keep employees plugged in should play nice with the latest wave of tech, which often features AI.

2. Integrated Artificial Intelligence and IT Solutions

As a second key trend, any unified communication effort needs to work in the broader tech stack of an organization. Increasingly, the tech a company uses to manage data, manage operations, and manage transactions is supported by artificial intelligence (AI) and IT solutions. Whether a simple rules-based application, or a sophisticated AI tool, it’s essential that the entire tech stack works cohesively, and that IT departments can oversee it with relative ease.

This is the broad field in which UC platforms are being plugged in, and one that not all of them are equipped to handle well. It’s important that unified communications does what it claims to do: is a unified solution that, ostensibly, makes life easier for both the operators and end users. Any platform that doesn’t have customer-centric processes is a no-go. Any platform that isn’t regularly refined and updated to work with other emerging technologies is going to put a business at a disadvantage. Just imagine: as more companies implement things like voice AI to monitor call centers or even aggregate employee satisfaction or productivity, a UC platform needs to keep up, effortlessly coordinating with these elite technologies to ensure uninterrupted progress.

3. Heightened Emphasis on Security

Over the last year and a half, more businesses went online and transmitted sensitive company data over the internet. Cybercriminals had, to put it lightly, a field day with this. Incidents of cybersecurity breaches and fraud increased exponentially: the National Cyber Security Center reported a 3x increase of phishing, direct attacks, fraudulent activities and more… in a single month (June 2020). It’s something to be seriously considered, and people who are working remotely or using communications platforms for business purposes are at risk.

As the ability to connect and collaborate increases, so do the touchpoints and possible entry points for cyber attacks. This means that any unified communications platform needs to have already responded to this trend by shoring up defenses, and making it clear how they protect data in transit and at rest.

Above and beyond the standard protocol for security, employees in some industries also need extra encryption for compliance. An obvious example is healthcare. Any UC platform that facilitates communications for a healthcare provider must achieve standing compliance in HIPAA. This is an ongoing point of consideration, and one that directly impacts how secure the platform is.

Evolve IP: Leaders in UC… and More

Unified communications market trends shed light on the priorities of businesses around the world. Employee-centric, tech-heavy operations are in play in every industry, especially as more data emerges on how those components impact revenues. 

For companies that want to get ahead of the curve, leading the way into the future of UC, Evolve IP has a myriad of solutions. Our award-winning platform makes it easy to build integrated collaboration, enhanced communications, and digital workspaces. 

We are a leading provider of DaaS, virtual desktop solutions, and go the extra mile to partner with ambitious businesses not just to maintain but enhance the state of operations. For more information, contact us today.

Categories: Featured Posts Unified Communications

Source: https://www.evolveip.net/blog/top-three-unified-communications-market-trends

Publish Date: November 23, 2021 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Evolve IP

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