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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


2021 Buyers Guide Analytics

Page: 12
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

17.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

18.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

19.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

20.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
 
Page: 12



View more from Evolve IP

Recent Blog Posts:
Top Three Unified Communications Market TrendsNovember 23, 2021
Virtual Desktop Infrastructure (VDI) Workspace ExplainedOctober 26, 2021
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021
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Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020

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