Unified communications has changed the face of business connections and raised the bar for capable tools. Vendors are constantly improving their UC solutions to ensure that they live up to the test of time and take emerging hardware and software into account. Let’s take a look into a few trends that are driving the evolution of UC technology:
1. Mobility
Employees are no longer tied to their desks. They seek remote and mobile work opportunities to be productive and fulfill other obligations. As a result, businesses and UC solutions cannot rely on users being at a solitary computer all the time. SWNS noted that UC offers workers the ability to work, share and communicate on any device. This type of setup is simply too costly and not viable using legacy means. UC solutions will continue to evolve with mobility and collaboration across a variety of platforms as main drivers.
“People are increasingly using text and email instead of voice.”
2. The shift away from voice
While voice calls will always be a necessary option, it’s no longer the only connection opportunity that workers and customers want to use. People want to get critical answers quickly while completing other tasks, and voice calls don’t always allow this flexibility. TechTarget contributor Tom Nolle noted that people are increasingly using text and email instead of voice, and UC is evolving with focus around these assets. Voice-centric UC models aren’t going to be as valuable to youth entering the workforce, making it important for these solutions to take other options into account. Organizations must ensure that employees can hold ad hoc video and audio conferences, send instant messages and leverage a variety of other communications options to suit their preferences.
3. Customer experience
Organizations have always thrived off of their customers, but their strategies have only shifted in the past few years to actually focus on ensuring that their audience is provided with a great experience. Consumers will actively search out competitors if they don’t have a positive interaction. Part of this has to do with connecting with the right people and receiving the best information quickly. UC integrates well with other programs, enabling employees to gain context around a caller’s problem and quickly resolve problems. This functionality connects customers with the necessary party the first time and bolsters the overall experience.
UC solutions must continue adapting to emerging trends to meet customer expectations, provide mobile opportunities and facilitate more communications options. To keep up with UC shifts and leverage its features to your advantage, contact ISG for a consultation today.