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Industry Research : UCC Service Providers to Include Hybrid Offerings to Penetrate Globally All Industry Segments

#contactcenterworld, @Frost_Sullivan

The rapid evolution of Unified Communication and Collaboration (UCC) technology from on-premises to cloud services, hardware to software, and point products to integrated solutions suites is enabling businesses to quickly roll out new capabilities. Cloud services are expected to dominate in the future; however, to penetrate all market tiers and industry segments, UCC service providers will need to offer competitive hybrid offerings. Global UCC industry revenues from the services segment are likely to rise from 59.9% in 2018 to 66.5% by 2020, while the platforms and endpoints segments are forecast to decline from 20.9% and 19.2% to 16.4% and 17.1%, respectively. Total global UCC revenues will increase from $34.64 billion in 2018 to $40.77 billion in 2020.

"Advanced solutions such as AI, software-defined networking (SDN), and Internet of Things (IoT) are emerging crucial purchase factors," said Robert Arnold, Principal Analyst, Digital Transformation. "Therefore, organizations, particularly small- and medium-sized companies, are adopting Anything-as-a-Service (XaaS) capabilities so they can consume advanced functionality more affordably."


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Frost & Sullivan's recent analysis, Global UCC Industry Outlook, 2019, analyzes the potential of different segments of the market in terms of revenue and user growth. It studies the evolving technologies and business models and their implications for vendors, service providers, and end customers. It also presents the features and capabilities that customers are seeking in various UCC applications and covers key purchasing factors.

"User and customer experience continue to drive UCC adoption, utilization, ROI, and stickiness," noted Arnold. "Service providers will aim to provide high levels of customization to ensure their solutions deliver the greatest user and business benefits. Key R&D areas include team collaboration, Communication Platform-as-a-Service (CPaaS), video conferencing, AI, automation, and workflow integration, which are expected to enhance the efficiency of individuals and teams."

Successful UCC service providers will look to make the most of the growth opportunities presented by:

- Developing a broader communications and IT services portfolio, and employing a more consultative approach and broader partner ecosystem that will be keys to provider success.

- Focusing on pricing, packaging, feature/functionality, and business models to vie against disruptive new players and evolution within the existing UCC industry that are leading to accelerated innovation and fierce competition.

-Expanding portfolios through M&A and internal development, and offering UCaaS, contact center, team spaces, and multimedia conferencing to shorten the sales cycles and provide more value to business customers.

- Delivering security and reliability, as well as aligning UCC with customer business strategies.

- Innovating unique business models and architectures to fill market gaps.

Global UCC Industry Outlook, 2019 is part of Frost & Sullivan's global Connected Workplace Growth Partnership Service program.

#contactcenterworld, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
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Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Monday, August 5, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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