{"id":41063,"date":"2022-12-20T10:20:16","date_gmt":"2022-12-20T09:20:16","guid":{"rendered":"https:\/\/enreach.es\/?p=41063"},"modified":"2022-12-20T10:22:41","modified_gmt":"2022-12-20T09:22:41","slug":"6-tendencies-ducaas-a-tenir-en-compte-el-2023","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-tendencies-ducaas-a-tenir-en-compte-el-2023\/","title":{"rendered":"6 tend\u00e8ncies d\u2019UCaaS a tenir en compte el 2023"},"content":{"rendered":"

Durant la pand\u00e8mia, les organitzacions es van afanyar en adaptar-se al treball remot o h\u00edbrid per complir amb el distanciament social. Per a moltes empreses, el primer pas va ser implementar serveis UCaaS (Comunicacions Unificades com a Servei), com videoconfer\u00e8ncies<\/strong><\/a> i sistemes telef\u00f2nics comercials<\/strong><\/a> als quals es pot accedir des de qualsevol dispositiu o ubicaci\u00f3 amb connexi\u00f3 a Internet. Aix\u00f2 va crear un augment global en la demanda de solucions UCaaS en tots els sectors, impulsant un important creixement de la ind\u00fastria en els \u00faltims dos anys.<\/p>\n

De fet, firmes d\u2019investigaci\u00f3 com Grand View Research i Market Research Future encara pronostiquen un creixement anual de m\u00e9s del 20% en les vendes globals d\u2019UCaaS, superant els 210 mil milions de d\u00f2lars pel 2028 a nivell mundial<\/strong>. Qu\u00e8 seguir\u00e0 impulsant un increment tan alt? Aquests s\u00f3n els impulsors de l\u2019augment d\u2019UCaaS, aix\u00ed com les tend\u00e8ncies clau per observar el 2023.<\/p>\n

6 tend\u00e8ncies d\u2019UCaaS a tenir en compte el 2023<\/strong><\/h3>\n

1) Ad\u00e9u sistemes heretats. Hola n\u00favol!<\/strong><\/h3>\n

En la pand\u00e8mia, moltes organitzacions van accelerar els seus plans de migraci\u00f3 al n\u00favol per permetre que prosperessin els seus entorns de treball des de casa (WFH, sigles en angl\u00e8s de Work From Home). D\u2019aquesta manera, les empreses van descobrir els nombrosos beneficis de la infraestructura basada en tecnologia cloud i, des de llavors, moltes han ampliat els seus plans de migraci\u00f3 al n\u00favol. Aix\u00ed, segons Gartner, m\u00e9s de la meitat de la despesa empresarial en TI es traslladar\u00e0 al n\u00favol pel 2025<\/strong>.<\/p>\n

A mida que les organitzacions aprofiten encara m\u00e9s els beneficis dels entorns al n\u00favol, abandonen el hardware local i els primers sistemes de VoIP que no tenen la confiabilitat i les mesures de seguretat modernes necess\u00e0ries per complir amb les expectatives dels clients i les normes de compliment. A m\u00e9s, les empreses s\u2019han adonat que UCaaS redueix la c\u00e0rrega dels departaments de TI i permet una major flexibilitat, seguretat i estalvi de costos<\/strong>. Aquests beneficis han impulsat a les empreses a buscar una migraci\u00f3 completa al n\u00favol i abandonar els ja obsolets sistemes heretats.<\/p>\n

2) La ciberseguretat ser\u00e0 clau<\/strong><\/h3>\n

Com a part de la tend\u00e8ncia cap a entorns de treball h\u00edbrids<\/strong><\/a>, BYOD (Bring Your Own Device) \u00e9s ara una pr\u00e0ctica comuna. Els empleats descarreguen aplicacions de l\u2019empresa en dispositius personals, el que crea noves dificultats pel personal de TI que ha de gestionar possibles vulnerabilitats<\/strong>. Per aix\u00f2, els prove\u00efdors de telecomunicacions invertiran cada cop m\u00e9s en mesures de ciberseguretat per evitar atacs inform\u00e0tics i abordar els requisits de seguretat dels clients m\u00e9s sofisticats, com SSO (inici de sessi\u00f3 \u00fanic) i TLS (seguretat de la capa de transport).<\/p>\n

3) La IA aprofitar\u00e0 l\u2019experi\u00e8ncia del clienta i els guanys en efici\u00e8ncia<\/strong><\/h3>\n

La Intel\u00b7lig\u00e8ncia Artificial (IA) s\u2019ha tornat incre\u00efblement sofisticada en \u00e0rees com el processament del llenguatge natural, la presa de decisions i l\u2019an\u00e0lisi predictiu. Quan aquesta funcionalitat es combina amb UCaaS, la IA pot oferir una major personalitzaci\u00f3 a tota l\u2019experi\u00e8ncia del client (CX) per millorar les interaccions amb els usuaris<\/strong>. Per exemple, les <\/strong>eines de comunicaci\u00f3 basades en IA<\/strong><\/a>, com xat bots o voicebots, poden respondre preguntes dels clients i proporcionar instruccions pas a pas per resoldre consultes als call center<\/strong>.<\/p>\n

A partir del 2023, les empreses adoptaran cada cop m\u00e9s funcions d\u2019UCaaS impulsades per IA per aprofitar nous guanys d\u2019efici\u00e8ncia i productivitat<\/strong>. Per exemple, la Intel\u00b7lig\u00e8ncia Artificial permet la conversi\u00f3 de missatges de correu de veu a missatges de text, automatitza prendre notes durant les reunions i millora els fluxos de treball.<\/p>\n

4) Integracions m\u00f2bils<\/strong><\/h3>\n

L\u2019adopci\u00f3 d\u2019UCaaS ha crescut r\u00e0pidament degut a la seva capacitat per permetre que els empleats treballin de forma remota, independentment de la ubicaci\u00f3 o el dispositiu. La for\u00e7a de treball dominada per dispositius m\u00f2bils d\u2019avui en dia requereix la integraci\u00f3 amb dispositius iOS i Android<\/strong><\/a> per garantir que les trucades, els missatges de text i els correus electr\u00f2nics des d\u2019un m\u00f2bil siguin fluids. Aquesta mateixa for\u00e7a laboral espera integracions de missatgeria amb eines de CRM i integraci\u00f3 de veu m\u00f2bil amb ERP i eines de gesti\u00f3 m\u00e9s eficients<\/strong>.<\/p>\n

5) 5G i treball des de qualsevol lloc<\/strong><\/h3>\n

El model de treball des de casa (WFH) nom\u00e9s funciona si les persones tenen acc\u00e9s a una connectivitat constant i confiable. La connexi\u00f3 WiFi va impulsar el model WFH durant la pand\u00e8mia, per\u00f2 ara aquest s\u2019est\u00e0 transformant en la possibilitat de treball des de qualsevol lloc (WFA, sigles en angl\u00e8s de Work From Anywhere)<\/strong>. Aix\u00ed, s\u2019espera que el 2023<\/strong> el 5G permeti als empleats accedir als serveis de comunicaci\u00f3 al n\u00favol des de qualsevol lloc i a qualsevol dispositiu<\/strong>.<\/p>\n

6) Consolidaci\u00f3 de prove\u00efdors i serveis<\/strong><\/h3>\n

En lloc d\u2019invertir en innovaci\u00f3 tecnol\u00f2gica, una forma m\u00e9s r\u00e0pida i rendible d\u2019adquirir nous serveis i captar una major quota de mercat \u00e9s que els prove\u00efdors participin en fusions i adquisicions. En aquest sentit, s\u2019espera una major activitat de fusions i adquisicions en tot l\u2019espectre de <\/strong>prove\u00efdors d\u2019UCaaS<\/strong><\/a> el 2023, impulsada en gran mesura per la necessitat d\u2019omplir els buits a les ofertes de serveis o consolidar recursos per augmentar la rendibilitat<\/strong>.<\/p>\n

Per exemple, els prove\u00efdors d\u2019UCaaS estan veient majors oportunitats per agregar espai de Plataforma de Comunicacionals com a Servei (CPaaS) i\/o expandir les seves ofertes de Contact Center com a Servei (CCaaS). Gartner prediu que el 95% de les empreses globals usaran la funcionalitat CPaaS pel 2025<\/strong>. A m\u00e9s, si b\u00e9 CCaaS ha estat popular entre les pimes durant diversos anys, veurem taxes d\u2019adopci\u00f3 m\u00e9s altes entre les grans organitzacions, el que motivar\u00e0 als prove\u00efdors a adquirir o expandir les seves ofertes de CCaaS.<\/p>\n

De la mateixa manera, els clients d\u2019UCaaS faran canvis similars. Durant la pand\u00e8mia, les empreses van optar per serveis essencials com la comunicaci\u00f3 per tel\u00e8fon i v\u00eddeo. Ara, s\u2019espera que el treball h\u00edbrid sigui el predeterminat pel 2024, empenyent a les organitzacions a consolidar els seus prove\u00efdors de comunicaci\u00f3<\/strong>. Si b\u00e9 alguns usen Zoom o Microsoft Teams<\/strong><\/a> per a serveis espec\u00edfics, les organitzacions exigeixen cada cop m\u00e9s un ecosistema integral i escalable de serveis UCaaS d\u2019un prove\u00efdor capa\u00e7 de satisfer totes les seves necessitats.<\/p>\n

En conclusi\u00f3, 2023 marcar\u00e0 l\u2019inici d\u2019un enfocament m\u00e9s profund en la migraci\u00f3 al n\u00favol, les mesures de ciberseguretat, la Intel\u00b7lig\u00e8ncia Artificial, el 5G i les integracions m\u00f2bils, i una major consolidaci\u00f3 de prove\u00efdors i serveis<\/strong>. UCaaS mantindr\u00e0 la seva superioritat sobre els sistemes de comunicaci\u00f3 locals heretats. Guanyar\u00e0 encara m\u00e9s impuls a mida que les organitzacions consolidin els seus entorns de treball posteriors a la pand\u00e8mia i busquin recursos que alleugin la c\u00e0rrega de TI i ofereixin estalvi de costos en comparaci\u00f3 amb les opcions heretades.<\/p>\n","protected":false},"excerpt":{"rendered":"

Durant la pand\u00e8mia, les organitzacions es van afanyar en adaptar-se al treball remot o h\u00edbrid per complir amb el distanciament social. Per a moltes empreses, el primer pas va ser implementar serveis UCaaS (Comunicacions Unificades com a Servei), com videoconfer\u00e8ncies i sistemes telef\u00f2nics comercials als quals es pot accedir des de qualsevol dispositiu o ubicaci\u00f3… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":41064,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[4166,3099,4168,4137,3163,3100,4167,3204,3202,3537,3475,3162,3106,4164,4163,3161,3318,4165,4127,3781,3151,3923,4169,3264],"class_list":["post-41063","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-5g-ca","tag-call-center-ca","tag-ccaas-ca","tag-ciberseguretat","tag-cloud-ca","tag-contact-center-ca","tag-cpaas-ca","tag-crm-ca","tag-cx-ca","tag-eficiencia-ca","tag-erp-ca","tag-flexibilitat","tag-ia-ca","tag-integracions-mobils","tag-migracio-al-nuvol","tag-productivitat","tag-reduccio-de-costos","tag-rendibilitat","tag-tendencies-2023","tag-ti-ca","tag-treball-hibrid","tag-ucaas-ca","tag-voicebots-ca","tag-xat-bots"],"acf":[],"yoast_head":"\n6 tend\u00e8ncies d\u2019UCaaS a tenir en compte el 2023 - 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