3 min
As we continue the transition to UCaaS / CCaaS, the market continues to develop and strengthen. The adoption of Unified Communications (UC) continues to accelerate as companies of all sizes and industries recognize the value of bringing together VoIP telephony, instant messaging, video conferencing, mobility and collaboration capabilities in an uninterrupted business environment.
Unified Communications as a Service (UCaaS) refers to a service model in which providers offer different telecommunications or communications software applications or services, usually through the global IP network. For its part, the Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to use the software of a call center provider. A CCaaS model allows organizations to buy only the technology they need, which reduces the need for internal IT support.
Companies of all sizes are looking back in 2019 to audit the crucial infrastructure and evaluate performance and profitability to inform both their short-term organizational investments and long-term planning.
2020: Good Perspectives For Cloud Communication
The adoption of Cloud Computing will continue to accelerate this year as organizations continue to explore and adjust the combination of managed and local cloud services and applications that work best. In the last year, an increasing number of companies opted for hybrid IT environments to take advantage of the strength of cloud solutions, as well as deployment models based on data and application requirements.
Almost 90% of companies predict that their IT budgets will grow or remain stable during 2020. According to several reports, organizations are investing in cloud solutions to improve customer experience, boost operational efficiency and improve employees’ business productivity.
Cloud communications solutions, such as CCaaS and UCaaS, for example, are not just tools for communications; in fact, the rationalization of communications, even with omnichannel capabilities, is only a small part of the benefits that organizations see. Other advantages include reduced IT workloads and improved scalability and analysis.
Innovation on the horizon for cloud communication solutions includes the increasing maturity of Artificial Intelligence (AI) and its ability to interpret large amounts of unstructured data. For example, a call center can answer thousands of calls on a given day. AI can analyze each interaction and, based on trends, identify opportunities in real time.
Finally, in terms of customer experience, surveys have shown that users have a strong preference for self-service solutions over agent support. As such, self-help tools, including frequently asked questions and tutorials that help users solve generic problems, have won the favor of consumers because they can quickly solve the simplest queries before a live agent needs to get involved. In this regard, an increase in the adoption of self-service tools is expected in 2020, as most organizations are working to free their agents with the aim of concentrating on more complex tasks that require more time and resources.
On the other hand, MarketsandMarkets reports that UCaaS will grow more than 28 billion dollars by 2021. The market has a 16% penetration and the cloud contact center is growing at a compound annual growth rate of 25.2% (CAGR, in its acronym in English), which results in a market of 20.9 billion by 2022.
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