Unified communications (UC) tools in the workplace have transformed business processes to such a beneficial degree that the technology is no longer a corporate luxury, but has become a critical mainstream communications solution, especially in large enterprises.
What has instigated this revolution? It can be attributed to the availability of feature-rich cloud-based communications services that provide organizations with real-time communications across multiple platforms, allowing for greater collaboration and productivity among employees. Without these advances, companies may struggle to keep up with their UC-enabled competitors.
What mega trends are driving UC adoption?
1. Decreasing Costs
Costs are decreasing as UC-as-a-service (UCaaS) solutions experience unprecedented growth, now contributing to a major portion of the SaaS market. This has eliminated the large investment once necessary to deploy UC suites.
2. Big Data Analytics
UC helps contact centers gathers lots of data from customer interactions, making these departments a primary source of big data for businesses. As organizations continue to deploy strong analytics engines to take advantage of the data, actionable insights will result. It is in this way that the contact center establishes action items for most of the functions within a business. This drives UC adoption, as UC enhances the contact center role by reducing customer friction, e.g., presence indicators can flag the availability of a colleague so that a customer being transferred has no wait between agents.
3. Social Media
As with big data analytics, social media (embedded within various UC components) is securing a toehold as a contact center channel, enabling such customer service advances as transferring a non-real-time email to an active voice queue. Running analytics on top of social media platforms helps organizations gain an edge in delivering customer service, enabling deeper consumer insights and lessening customer churn.
4. Internet Of Things
Frost & Sullivan expects 80 billion connected devices by the end of 2020. The Internet of things will connect these devices and unify the various modes of communications (e.g., chat, SMS text and call). Multiple functions within organizations (e.g., process optimization) will all require UC solutions at the back end.
5. Mobility and Bring Your Own Device (BYOD)
The increased number of connected devices will make mobility and BYOD imperative for organizations. For example, salespeople will need their corporate phones on their mobile device, even when roaming. These needs will push UC solutions to be available as apps on all devices.
Is your UC solution primed to make the most of the trends?