{"id":33670,"date":"2020-01-22T15:22:01","date_gmt":"2020-01-22T14:22:01","guid":{"rendered":"https:\/\/enreach.es\/blog\/2020-en-ucaas-i-ccaas-bones-perspectives-per-a-la-comunicacio-en-el-nuvol\/"},"modified":"2022-06-23T13:51:39","modified_gmt":"2022-06-23T13:51:39","slug":"2020-en-ucaas-i-ccaas-bones-perspectives-per-a-la-comunicacio-en-el-nuvol","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/2020-en-ucaas-i-ccaas-bones-perspectives-per-a-la-comunicacio-en-el-nuvol\/","title":{"rendered":"2020 en UCaaS i CCaaS: bones perspectives per a la comunicaci\u00f3 en el n\u00favol"},"content":{"rendered":"<p>A mesura que continuem la transici\u00f3 a UCaaS \/ CCaaS, el mercat segueix desenvolupant-se i enfortint-se. L\u2019adopci\u00f3 de les Comunicacions Unificades (UC) continua accelerant-se a mesura que les empreses de totes les mides i ind\u00fastries reconeixen el valor de reunir les capacitats de telefonia VoIP, missatgeria instant\u00e0nia, videoconfer\u00e8ncia, mobilitat i col\u00b7laboraci\u00f3 en un entorn empresarial sense interrupcions.<\/p>\n<p>Les <strong>Comunicacions Unificades com a Servei (UCaaS)<\/strong> es refereixen a un model de servei en el qual els prove\u00efdors ofereixen diferents aplicacions o serveis de software de telecomunicacions o comunicacions, generalment a trav\u00e9s de la xarxa IP global. D\u2019altra banda, el <strong>Contact Center com a Servei (CCaaS) <\/strong>\u00e9s una soluci\u00f3 d\u2019experi\u00e8ncia del client basada en el n\u00favol que permeti a les empreses utilitzar el software d\u2019un prove\u00efdor de call centers. Un model CCaaS permet a les organitzacions comprar nom\u00e9s la tecnologia que necessiten, el que redueix la necessitat de suport intern de TI.<strong>\u00a0<\/strong><\/p>\n<p>Les empreses de totes les mides estan mirant cap enrere el 2019 per auditar la infraestructura crucial i avaluar el rendiment i la rendibilitat per informar tant les seves inversions organitzacionals a curt termini com la planificaci\u00f3 a llarg termini.<\/p>\n<h5><strong>2020: Bones perspectives per a la comunicaci\u00f3 en el n\u00favol <\/strong><\/h5>\n<p>L\u2019adopci\u00f3 del Cloud Computing mantindr\u00e0 la seva acceleraci\u00f3 durant aquest any a mesura que les organitzacions continu\u00efn explorant i ajustant la combinaci\u00f3 de serveis i aplicacions en el n\u00favol administrats i locals que funcionen millor. En l\u2019\u00faltim any, <strong>un nombre cada cop major d\u2019empreses va optar per entorns de TI h\u00edbrids per aprofitar la fortalesa de les <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/avantatges\/\"><strong>solucions en el n\u00favol<\/strong><\/a>, aix\u00ed com models d\u2019implementaci\u00f3 basats en els requisits de dades i aplicacions.<\/p>\n<p>Gaireb\u00e9 el 90% de les empreses prediuen que els seus pressupostos de TI creixeran o es mantindran estables durant el 2020. Segons diversos informes, <strong>les organitzacions estan invertint en solucions en el n\u00favol per millorar l\u2019experi\u00e8ncia del client, impulsar l\u2019efici\u00e8ncia operativa i millorar la productivitat dels empleats<\/strong>.<\/p>\n<p>Les solucions de comunicacions en el n\u00favol, com CCaaS i UCaaS, per exemple, no s\u00f3n nom\u00e9s eines per a les comunicacions; de fet, la racionalitzaci\u00f3 de les comunicacions, fins i tot amb <strong>capacitats omnicanal<\/strong>, \u00e9s nom\u00e9s una petita part dels beneficis que les organitzacions veuen. Altres avantatges inclouen c\u00e0rregues de treball de TI redu\u00efdes i escalabilitat i an\u00e0lisis millorades.<\/p>\n<p>La innovaci\u00f3 en l\u2019horitz\u00f3 per a les solucions de comunicaci\u00f3 en el n\u00favol inclou la maduresa creixent de la Intel\u00b7lig\u00e8ncia Artificial (IA) i la seva capacitat per interpretar grans quantitats de dades no estructurades. Per exemple, un call center pot atendre milers de trucades en un dia determinat. <strong>La IA pot analitzar cada interacci\u00f3 i, en funci\u00f3 de les tend\u00e8ncies, identificar oportunitats en temps real<\/strong>.<\/p>\n<p>Per \u00faltim, <strong>quant a l\u2019experi\u00e8ncia del client, les enquestes han demostrat que els usuaris tenen una forta prefer\u00e8ncia per les solucions d\u2019autoservei sobre el suport de l\u2019agent<\/strong>. Com a tal, les eines d\u2019autoajuda, incloses les preguntes freq\u00fcents i els tutorials que ajuden als usuaris a solucionar problemes gen\u00e8rics, s\u2019han guanyat el favor dels consumidors perqu\u00e8 poden resoldre r\u00e0pidament les consultes m\u00e9s simples abans que un agent en viu necessiti involucrar-se. En aquest sentit, <strong>es preveu un augment en l\u2019adopci\u00f3 d\u2019eines d\u2019autoservei el 2020<\/strong>, ja que la majoria de les organitzacions estan treballant per alliberar als seus agents amb l\u2019objectiu que es concentrin en tasques m\u00e9s complexes que requereixen m\u00e9s temps i recursos.<\/p>\n<p>D\u2019altra banda, <strong>MarketsandMarkets informa que UCaaS creixer\u00e0 m\u00e9s de 28 mil milions de d\u00f2lars pel 2021<\/strong>. El mercat t\u00e9 un 16% de penetraci\u00f3 i <strong>el contact center en el n\u00favol est\u00e0 creixent a una taxa de creixement anual composta del 25,2%<\/strong> (CAGR, en les seves sigles en angl\u00e8s) el que d\u00f3na com a resultat un mercat de 20,9 mil milions pel 2022.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A mesura que continuem la transici\u00f3 a UCaaS \/ CCaaS, el mercat segueix desenvolupant-se i enfortint-se. L\u2019adopci\u00f3 de les Comunicacions Unificades (UC) continua accelerant-se a mesura que les empreses de totes les mides i ind\u00fastries reconeixen el valor de reunir les capacitats de telefonia VoIP, missatgeria instant\u00e0nia, videoconfer\u00e8ncia, mobilitat i col\u00b7laboraci\u00f3 en un entorn empresarial&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/2020-en-ucaas-i-ccaas-bones-perspectives-per-a-la-comunicacio-en-el-nuvol\/\" title=\"Read 2020 en UCaaS i CCaaS: bones perspectives per a la comunicaci\u00f3 en el n\u00favol\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28934,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[],"class_list":["post-33670","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>2020 en UCaaS i CCaaS: bones perspectives per a la comunicaci\u00f3 en el n\u00favol - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/2020-en-ucaas-y-ccaas-buenas-perspectivas-para-la-comunicacion-en-la-nube\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2020 en UCaaS i CCaaS: bones perspectives per a la comunicaci\u00f3 en el n\u00favol - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"A mesura que continuem la transici\u00f3 a UCaaS \/ CCaaS, el mercat segueix desenvolupant-se i enfortint-se. 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