Businesses of all sizes have been positively impacted by their unified communications (UC) implementations. A 2016 survey of 450 IT/UC professionals, conducted by Vyopta, revealed that the majority (54 percent) of participants agree that their UC deployments have served to increase productivity in their organizations.
This is Part 1 of a three-part series on the state of UC, which will include UC challenges and use cases. Herein we address why the UC market is slated to grow from an estimated $35.7 billion in 2015 to $143.5 billion by 2024.
The growth of the UC market follows from the demand for real-time and efficient communication systems that enhance intra- and inter-organizational exchanges of information. UC technology provides this benefit by integrating communications channels (e.g., voice, text, video and email), networks and systems, as well as IT business applications, and consumer applications and devices.
UC capabilities support both individual users and businesses. The technology helps end users manage their communications more effectively and enables businesses to remove communications bottlenecks that impede goal attainment. For example, presence managementy can help employees locate a particular associate in real time and identify a particular skill set to answer a customer inquiry as part of a workflow system.
Many companies find that while UC enhances individual productivity, the benefits from business process transformation are often much greater. For example, businesses have been positively impacted by the benefits derived from the following UC business process applications:
- Contact management: The contact center’s first call resolution metric has been shown to increase dramatically once UC features are accessed. This is helping businesses shorten their sales cycles and boost customer satisfaction.
- Mobility: With UC, information from communication channels can be delivered to recipients as needed, without taking up someone else’s time and energy. This helps individual employees avoid having to return calls, speeding resolution while reducing support costs.
- Collaboration: When employees can easily share files and connect with each other, customers, and partners, projects are completed faster and with less effort. This cuts down on delays and meetings and can result in better project quality overall.
Don’t imagine that employees aren’t gaining multiple benefits from UC usage as well—which ultimately benefits their organizations. UC gives workers access to critical business information on a common interface no matter where they are or what device they’re using. This flexibility makes them more efficient and alleviates frustration. This moves the needle on business agility overall and ultimately translates into increased revenue.
Businesses that have incorporated unified communications into their operations have sharpened their competitive edge by making it easier and faster for stakeholders to connect, exchange ideas and information, and access data.
Keep an eye out for Part 2 of this series in which we’ll cover UC concerns and how cloud-based solutions are resolving key challenges to UC implementation.