How Robust Communication Infrastructure Impacted the Adoption of UCC Solutions


In this article Saloni Walimbe talks about how the majority of the global population in the present day, ongoing coronavirus crisis has transformed remote working and real-time communication from a convenient alternative into a necessity, in a matter of days.

Social distancing orders, work from home directives, travel bans, and general uncertainty about daily operations is giving rise to a significant demand surge in technologies that can aid organizations in maintaining operational consistency, from responding to customer concerns to staying connected in general.

Considering this situation, UCC solutions are becoming an integral part of how the world works and collaborates. With strong driving factors such as a steady shift to cloud-based services, a sharp increase in remote working, data virtualization, and rising 5G service adoption, the global unified communications & collaboration (UCC) marketOpens a new window is poised to play a key role in the digital economy over the coming years.

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What is the Significance of UCC?

Unified communication & collaboration tools are not single-product solutions. Rather, they are an integration of myriad communication technologies and collaboration tools. These include e-mails, desktop sharing, instant messaging, real-time video conferencing, and much more.

UCC solutions enable access to robust communication services for all employees, particularly those who are globally dispersed. Additionally, these tools help enterprises streamline their interaction methods in terms of both customers as well as employees.

In the modern era, several employees within organizations work across vast geographies on a plethora of devices that house a range of software, platforms, and applications. Unified communication & collaboration tools help to bring these different variables together into a more streamlined and efficient interface that offers numerous benefits.

Seamless communication is key to any successful business operation. Studies have revealed that organizations can save both money and time by reaching people on the first try, reducing employee downtime during travel, switching communication methods to enhance the exchange of information, giving mobile employees remote access to office applications and in general, offering more flexibility to the workforce in terms of location.

To that end, organizations that implement unified communication & collaboration tools are considered to be more efficient, with nearly 60% showing time savingsOpens a new window of nearly 3 hours a week per mobile worker. Additionally, these organizations also show a nearly 20-25% rise in productivity levels.

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Why are UCC Solutions Important Right Now?

While the demand for centralized communication platforms was already seeing a significant surge in the increasingly technology charged business landscape, the present crisis has led to a renewed sense of urgency among enterprises regarding unified communication solutions. One of the key reasons the unified communications & collaboration industry demand is witnessing growth is the availability of multiple communication methods, from video meetings to calls to voice and enterprise-grade messaging, under an integrated platform.

The past few months especially have noted a significant shift in remote workers’ preferences towards collaboration tools, in order to facilitate teamwork and business consistency, amidst burgeoning COVID-19 concerns.

From hospitality, transportation, retail, logistics, manufacturing, and healthcare, among others, tech-savvy businesses are increasingly leveraging advanced UCC solutions to reinforce their workforce support strategies, including the support of field workers.

This is largely due to the technology’s ability to transcend the solutions it replaces, such as personal two-way radios and isolated phones on poles, etc. The ability of unified communication & collaboration solutions to integrate with business applications, support teamwork among colleagues at any time, provide quick access to shared knowledge and more, can be easily organized within smart devices. This makes operations easier and more efficient for the workforce, especially field workers, essentially placing them at the center of the organization’s operations, which is becoming increasingly more important in the current climate.

Enterprise security platform provider, MobileIron is making significant strides in this regard. The company, through a recent partnership with secure collaboration provider Adeya, is working towards empowering the global workforce, through the provision of end-to-end encrypted, private, real-time video and voice calls, SMS, conference calls, file exchanges group chats, and much more on almost any mobile device.

What is on the Horizon?

A well-connected team is a key to a strong business foundation, more so than ever in the present scenario. In the modern, agile business environment, traditional communication solutions such as email alone, are no longer enough to drive quick and accurate communications. With workforces across the globe becoming increasingly more mobile and geographically diverse, businesses are rapidly implementing strategies such as UCC solutions, which can deliver consistent results in real-time.

Given this burgeoning interest in technology, the unified communication and collaboration market has undergone several prolific evolutions over the years and will likely continue to do so, in the future. Chief among these evolutions at present is the integration of artificial intelligence or AI into unified communications. AI in UCC solutions has the potential to shape the future of business communications, by automating and essentially simplifying tasks that are generally performed manually by IT workers and end-users on a daily basis.

AI and ML (machine learning) may be somewhat new to the UCC landscape, but it is becoming increasingly more evident how lucrative these technologies could be to help organizations streamline their communication operations.

AI can enhance productivity and collaboration among employees by offering speech-to-text capabilities through voice analytics. Likewise, bots or virtual assistants can rapidly replace remote controls and facilitate meetings via voice commands. Smart cameras and sophisticated video technologies with AI capabilities will also strengthen unified communication solutions and in turn establish a seamless UCC infrastructure in the workplace.

Many industry players have taken heed of this and begun to incorporate AI into their UCC offerings. For instance, Avaya, a communication & collaboration solutions provider has integrated Google Cloud within its solutions in order to fully leverage the cloud and AI capabilities of both enterprises, thus offering clients advanced solutions to improve their customer experience and achieve their business objectives.

The company is integrating Google Cloud’s ML technology with the Avaya conversation services, enabling the easy integration of digital AI technology, which can help Avaya offer more flexible, efficient, and scalable UCC solutions to help facilitate intelligent, insightful, and personalized interactions.

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