Enreach, one of Europe’s fastest growing providers of converged contact solutions backed by independent investment firm Waterland Private Equity (“Waterland”), announced it has been named recipient of a 2023 Enabling Technology Leadership Award from the global market research firm Frost & Sullivan. The award recognises Enreach’s vision and leadership in delivering conversational Artificial Intelligence capabilities to businesses through its market-leading cloud communications platform.

In its evaluation, Frost & Sullivan remarked that Enreach is unique among European cloud communications providers in how it intelligently integrates conversational AI into its platforms. The company was commended for its “Converged Contact” strategy, which allows it to integrate best-of-breed technologies like AI into its offerings, letting customers leverage profound business benefits directly through its cloud communications platform. This concept enables Enreach to provide conversational AI functionalities to its customers, who then leverage this technology to substantially improve their own business processes and workflows. Frost & Sullivan specifically cited the customer success story “Taxibooker” for Taxicentrale Amsterdam (TCA), Amsterdam’s largest taxi company which leveraged these integrated AI features to digitise reservations and customer support directly from telephony to WhatsApp creating a more convenient customer experience competing with encroaching rideshare services.

At the forefront of innovation and growth

“While many competitors explore front-end conversational AI benefits, the Enreach application of conversational AI into back-office workflows and integration into its core UCaaS and CCaaS offerings is a powerful proposition that delivers unique productivity, quality, and employee satisfaction benefits to organisations,” noted Alexander Michael, Vice President for Frost & Sullivan. “In the context of its integrated UCaaS and CCaaS offerings, the Enreach conversational AI platform is better at dealing with complexity and scale and, ultimately, more likely to provide a satisfactory outcome for end users than competing platforms.”

Frost & Sullivan’s Enabling Technology Leadership Awards recognise companies at the forefront of innovation and growth in their respective industries, and have taken leadership positions in creating new products, solutions, and services that meet ever-evolving customer needs. Award criteria include commitment to innovation and strategy, commercialisation success, application diversity, customer performance value, onboarding support, customer experiences, and brand equity.

Empowering businesses to enhance productivity and customer experiences

“We are extremely honoured to receive this award from Frost & Sullivan, which validates our philosophy that Enreach’s overarching mission is to deliver compelling solutions that yield positive, impactful results for both customers and partners,” said Stijn Nijhuis, Enreach’s Chief Executive Officer. “Our mission is to go several steps beyond simply providing technology by leveraging our converged contact solutions to deliver best-of-breed services that empower businesses to improve operations, lower costs, and deliver better customer experiences. I also want to thank our many team members for their efforts and achievements. This award is a direct reflection of their efforts, and I am grateful for their commitment to satisfying the needs of our customers.”

“I am particularly proud that we have received this award as it recognises our continuous commitment to innovation, which we recently demonstrated once more by adding the powerful GPT-3 technology, the backbone of ChatGPT, to our platform. With our current explorations of large language models (LLM), we are confident to enable even more free-flowing dialogs for our AI solutions,” said Anne Bakker, Head of Enreach AI. “Latest improvements for taxi use cases like the one of TCA include the integration of another leading taxi dispatch system, more convenient ways to book payments on account and extended conversation features enabling a very high flexibility in bookings including special requests like ordering multiple cars, large luggage or animal transport capacity.”

La entrada Enreach Receives Enabling Technology Leadership Award From Frost & Sullivan se publicó primero en Enreach ES.

OUR EVENT AGENDA

Stand C

Meet the team! Jorge García, Carme Poy, Luís González and Alejandro Durán will be happy to chat with you.

Snacks

At 13:45, join us for refreshments and snacks – our treat!

Panel Discussion

At 17:00, Jorge García will take part in the panel discussion “Building a Secure Future: Protecting our customers’ privacy”. Don’t miss it!

ALL-IN-ONE BUSINESS COMMUNICATIONS

As a unique and pioneering provider of UCaaS, CCaaS connectivity and Artificial Intelligence, we are excited to present our all-in-one business communications at this year’s ExpoContact under the theme Intelligence Squared. By integrating all our solutions, we aim to maximise the customer experience (CX).

Starting with the merger of UCaaS and CCaaS. After years of separation and numerous articles telling us to choose one service or the other, peace has finally been made. These solutions, once aimed at different markets, are now coming together to offer an all-in-one experience.

For those new to cloud communications, both UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) are digital solutions that were born thanks to Internet data transfer and reached their peak during the COVID-19 pandemic, when remote management became essential.

UCaaS refers to tools for internal communication and collaboration, including voice, video and text formats. CCaaS, on the other hand, are programmes that allow us to communicate with customers via the same channels.

Understanding their different approaches reveals the revolutionary potential of unifying both solutions to enable a ‘perpetual conversation’ between them. In fact, the latest Research and Markets report shows that 95% of enterprises worldwide agree that integrating UCaaS and CCaaS is critical to their business.

“95% of enterprises worldwide agree that integrating UCaaS and CCaaS is critical to their business”.

Research and Markets

It’s hard to find a brand that doesn’t offer some form of customer service. No matter how small, there is always someone dedicated to providing post-sales support. So it’s no exaggeration to say that businesses around the world can benefit from all-in-one solutions.

Imagine being able to manage internal and external communications simultaneously within a single programme, where each employee can access specific functionality based on their department and role, all from a unified panel for collaboration and internal communication.

The benefits of all-in-one solutions simplify internal processes, which invariably means better customer service.

CUSTOMER SERVICE BENEFITS

Integrating UCaaS and CCaaS helps organisations deliver a better customer experience. During a customer conversation, it’s possible to contact an expert on our team for assistance, reducing transfers between departments, resolving issues on the first call, and preventing customers from having to repeat their problem multiple times.

OPERATIONAL BENEFITS

From an operational perspective, the main benefit of this integration is to reduce the number of tools an organisation needs to install and maintain. By unifying UCaaS and CCaaS into a single integrated platform, redundancies are eliminated and the management of communications tools is simplified.

Another positive aspect is the reduction of the “toggle tax” – the time lost switching between applications. A Harvard Business Review study found that we switch applications 1,200 times a day. If it takes an average of five seconds each time, we could recover 1 hour and 40 minutes of productivity.

ADMINISTRATIVE & FINANCIAL BENEFITS

From an administrative and financial perspective, the unification of UCaaS and CCaaS offers obvious cost optimisation. By consolidating multiple communications services onto a single platform, organisations can reduce the costs associated with purchasing, implementing and maintaining separate solutions.

This translates into simplified billing and centralised technical support from a single provider, which simplifies the process of claiming and negotiating pricing.

OVERALL BENEFITS

Overall, this unification provides a 360-degree view of the entire organisation. Eliminating information silosand enabling fluid, collaborative communication across all departments fosters an internal culture of collaboration that helps resolve incidents and requests faster and more effectively.

In addition, access to a unified communications platform allows teams to work more cohesively to resolve internal and external issues, maximising efficiency and productivity across the organisation.

For companies that see the convergence of UCaaS and CCaaS as a significant opportunity for their business, visit us tomorrow at ExpoContact on stand C.

See you there!

La entrada Bringing our all-in-one solutions to ExpoContact se publicó primero en Enreach ES.

The digital medium uses a bird’s eye view map to highlight the key players in various areas of the telecommunications sector. Its analysis focuses on identifying the top providers in the UCaaS, CPaaS, CCaaS, SIP Trunk and other markets.

In addition to identifying the market leaders, UC Today provides a personal assessment of each vendor, evaluating their value proposition and highlighting the aspects they find most commendable.

Here are the four features highlighted for our Omnichannel Contact Centre .

1. OMNICHANNEL

“Enreach offers a comprehensive cloud contact center, suitable for omnichannel communications. The company supports organizations in reaching their customers through web and phone calls, SMS, WhatsApp, and webchat”. – UC Today

As the article notes, our contact centre software is designed to allow agents to handle multiple channels simultaneously. By integrating these channels into a single dashboard, switching from one channel to another is a matter of seconds.

These are the contact channels that can be managed within our customer service tool:

• Phone calls, the most used channel by users. Our phone calls have the advantage of offering local and international numbers at a better price, as we are a business number provider.
• SMS, an ideal platform for proactive sales or support strategies. Often used for marketing campaigns, appointment confirmations, notifications or order confirmations.
• WhatsApp, the tool to attract younger generations. Its use as a contact platform between companies and end customers has increased significantly. Consumers increasingly prefer instant channels as they guarantee a faster response.
• Email, the platform that demands more attention. Without opening the email application, you can compose emails and attach all kinds of files using predefined templates.
• Webchat, the preferred instant channel for users browsing your website. Ideal for resolving urgent customer queries and directing them to the shopping cart.

2. USABILITY

“Plus, the various modules of the software allow businesses to personalize and automate workflows, configure settings, and manage accounts easily.

Within the Enreach CCaaS platform, business leaders can find everything they need to track and manage customer conversations, including in-built statistical reports with advanced features.” – UC Today

Our Omnichannel Contact Centre offers various modules to manage schedules, extract recordings and configure accounts. In addition to these basic modules, there are four more advanced modules:

2.1 AGENT MODULE

From this section, agents can manage their status, view ongoing and completed communications, respond to customers and have all the data about the customer (if registered) and the service: the contact channel, the service of interest, the URL they have navigated to, their UID, etc.

2.2 SKILLS MODULE

This module allows supervisors to configure the skills of an agent, a queue or a group of agents, so that when a call comes in, qualities such as department, language or skills required to handle the request are taken into account.

2.3 SUPERVISOR MODULE

From here the supervisor can see, depending on whether he is supervising calls or chats, a summary of current communications, extensions in conversation, details of queues and the status of agents.

2.4 STATISTICS MODULE

This section allows you to analyse service levels by filtering by time period, extension number or specific agent. This panel is ideal for identifying trends and monitoring the service level of the contact centre at a glance.

3. INTEGRATIONS

“There are also options for leveraging integrations with CRM and other critical CX tools.” – UC Today

Our contact centre software integrates with over 100 CRMs, as well as artificial intelligence and transcription tools, smart routing and collaboration programmes.

Among the most popular CRMs is Salesforce, from which we can manage inbound and outbound calls without leaving the tool. Among the features that streamline workflow, we highlight the automatic creation of a file when a call is received.

Among the artificial intelligence and transcription tools, we integrate with CoverManager for the tourism sector, where we have the opportunity to add voice to telephone booking system and automate their registration.

Intelligent routing tools include CURL, an application that allows us to connect to our customers’ systems to know where to route calls, and Google Sheets, where we collect data for intelligent routing.

Finally, we also integrate with Microsoft Teams so that our customers can connect the virtual switchboard to the collaboration programme. In the end, without leaving the application, you can make internal calls by dialling your colleagues’ extensions, and external calls by displaying your company’s header number.

4. ARTIFICIAL INTELLIGENCE

“What’s more, Enreach allows empowers companies to create self-service AI bots too.” – UC Today

Enreach Virtual Assistant, or EVA as we prefer to call it, is the AI that sits within contact centres to free agents from repetitive tasks such as transcribing calls and answering FAQs.

In addition to simple tasks, it is also able to automatically query a database to identify customers and recognise a reservation number to change the date of a flight, for example.

To date, our AI has been able to resolve 51% of customer service cases, freeing agents from handling 31,000 out of a total of 60,000.

A perfect ally for agents, our EVA can also be used for internal training. By using ChatGPT, agents can write down their doubts and receive specific answers that can be found in product/service manuals.

If you would like to know how each section of our customer service software is configured and parameterised, or how to use the Enreach Virtual Assistant, request a free demonstration by calling +34 900 670 750 or writing to us in the chat below.

La entrada UC Today recognises us as a leading CCaaS provider se publicó primero en Enreach ES.

With over 10 years’ experience in sales and marketing roles at multinational companies, it’s no surprise that Contact Center Hub arranged an exclusive interview to meet him in person and ask him some questions about the impact of customer experience in the contact centre sector.

WHAT ARE YOUR GOALS IN THIS NEW ROLE AT ENREACH?

Certainly to learn from a leading company in the industry with a pan-European presence, over 1200 employees and years of experience as a leader in UCaaS and CCaaS. At the same time, I would like to contribute and apply my previous experience in the contact centre sector, from working in the contact centre, to being a customer of the contact centre, to the last seven years in technology for the contact centre. I believe this perspective, combined with the vast experience of the Enreach team, will help us achieve our goals and position us as a leader in the CCaaS sector.

IN THE CURRENT CONTEXT, HOW DO YOU SEE THE EVOLUTION OF CUSTOMER EXPERIENCE AND ITS IMPORTANCE IN THE INDUSTRY?

It’s necessary, important and fundamental to the environment we live in. Technology is advancing at a rapid pace, and the unfortunate pandemic we’re experiencing has served as a catalyst for this.

“The evolution of CX is necessary, important and fundamental.”

But we cannot rely on technology alone. It is just the tool that end-user and contact centre professionals rely on to deliver that CX to the customers they serve – a demand that is only going to grow. That’s our vision.

WHAT ARE YOUR VIEWS ON FUTURE TRENDS IN CX AND HOW DO YOU PLAN TO INCORPORATE THEM INTO ENREACH’S STRATEGY?

In my opinion, current and future trends revolve around enhancing the human touch in customer interactions by freeing agents from repetitive and basic tasks where technology plays a significant role – smart IVRs, chatbots, voice bots, routers, etc. – and streamlining operations. This, in turn, allows agents to bring all the talent and personal touch that today’s customers require and demand when they interact.

“Current and future trends revolve around enhancing the human touch.”

To this end, the omnichannel vision of the solution is crucial in understanding our customers, regardless of the channel they use to contact us. In this way, they feel known and recognised, which goes a long way to providing excellent service.

WHAT ARE YOUR SHORT AND LONG TERM GOALS FOR ENREACH IN TERMS OF GROWTH AND SUCCESS IN THE MARKET?

In the short term, it’s about learning from this great multinational company, a leader in the industry. On this learning journey, I want to contribute and apply my experience. This mutual exchange will strengthen our knowledge and values and will undoubtedly help us to achieve our clear and ambitious goals: to lead the CCaaS sector hand in hand with our customers, guided by a clear motto: The perfect balance between people and technology.

La entrada Meet the new head of CCaaS sales at Enreach Spain se publicó primero en Enreach ES.

On-premise versus cloud computing is often a highly debated topic due to the pros and cons of each option. On-premise solutions, which are hosted on a company’s own premises, allow you to develop your own customisations and implement your own security measures. However, hosting your own call center software can be expensive, and on-premises systems can also be inflexible and difficult to scale. In contrast, cloud software, hosted by a third-party provider, is more flexible, scalable, and cost-effective than on-premises solutions.

The decision on which model is best depends on each organisation’s unique requirements and type of business. Having a fundamental understanding of the two options will help you make an informed decision about which is best for your business and contact center.

On-Premise Versus Cloud Computing

1) On-Premise

As the name implies, a company on its own hardware and within its own facilities hosts on-premise software. This means that the organisation is responsible for tasks such as:

• Purchase of software licenses.
• Installation and testing of new versions.
• Purchase, hosting and administration of servers and other related hardware.
• Network maintenance.
• Manage databases.
• Protection of systems and data.

On-premises call center solutions are often associated with legacy systems, but there are still vendors producing current on-premise call center software.

What Are the Advantages of On-Premise?

• Full control over data security.
• Possibility of customising the software.
• Limited or no dependence on Internet connections.

What Are the Disadvantages of On-Premise?

• Inflexible scaling.
• Potentially high IT overhead.
• The software may not include the latest updates.

Therefore, an on-premise solution may not provide the flexibility and innovation a business needs to be competitive, but the fact that it can be customised and organisations can employ their own security measures makes on-premise software the option suitable for some of them.

2) Cloud Computing

More and more companies are adopting cloud-based solutions, and the pandemic accelerated the adoption rate because remote workers, including contact center agents at home, easily access software in a Cloud Computing environment. 

The definition of Cloud Computing encompasses a wide range of technical services, including infrastructure, development, data storage and software applications, such as cloud contact center platforms.

What Are the Advantages of Cloud Computing?

• Fast and easy scalability.
• Business agility.
• Reduced IT overhead.
• Facilitation of remote work.

Comparison between On-Premise and Cloud Computing

1) Cost of On-Premises vs. Cloud

With on-premises software, users must purchase items such as software and database licenses, hardware, and development and testing environments, as well as pay IT staff to manage them. Users typically need to purchase software licenses to reach the expected maximum volume, which means licenses may not be used during slower times in the business cycle.

In contrast, fees paid to cloud software providers are typically counted as operating expenses. And because these vary with consumption, the cloud is usually a more profitable option than on-premises software. Additionally, because the third-party vendor hosts the software, IT overhead is significantly lower. As an added benefit, companies using cloud systems never have the unplanned expense of replacing a server that suddenly fails, making cloud expenses more predictable.

2) On-Premise Security vs. Cloud Security

With on-premises systems, companies are responsible for keeping data secure. This can be an attractive feature for organisations that have the resources and experience, as well as a critical need to implement data security measures beyond those offered by a cloud software provider. However, for other companies that do not have the in-house expertise, handling data security on their own can present risks.

On the other hand, being in the cloud adds some risk to data security, but cloud software can be very secure if you choose the right cloud service provider. Software providers have teams of data security experts who focus on safeguarding data. Additionally, compliance with industry standards ensures that third-party auditors have evaluated your data security practices.

3) Control and Customisation of On-Premise vs. Cloud

One of the advantages of using on-premises software is that it can usually be customised to meet specific user needs. However, customisations are typically not supported by the vendor and can make implementing software updates more complex.

Cloud contact center software is generally not customisable, but industry-leading solutions typically include a multitude of configuration options. And, since CCaaS applications are based on call center best practices, the transition to the cloud can be an excellent opportunity for companies to revamp processes.

4) Scalability between On-Premise System and Cloud

When comparing on-premises scalability to cloud, cloud wins. Adding capacity to cloud software is simple and can be done in a matter of hours, if not minutes. Conversely, scaling on-premises applications may require purchasing more licenses and additional server capacity. The advantage of quick and easy scalability can be the deciding factor when choosing which type of platform to use.

Factors To Consider When Choosing between On-Premise and Cloud Computing

All the advantages and disadvantages that we have just analysed must take into account, which is the best option for your organisation. Additionally, you must consider:

• The time frame.
• Existing IT resources and skills.
• Budget.

It must also be taken into account that more and more companies are moving away from local software and looking to the cloud. For example Gartner projects that spending on public cloud services will increase 20.7% in 2023. That’s on top of a projected growth rate of 18.8% the year before.

Cloud Computing is not a thing of the future. It’s what today’s industry leaders are using to create the agility needed to quickly capitalise on emerging business opportunities.

Enreach’s Omnichannel Contact Center features inbound customer service software that delivers superior user experiences and optimizes customer service operations.

La entrada On-Premise Versus Cloud Computing: How To Decide, Which Is Best For Your Business And Your Contact Center se publicó primero en Enreach ES.

CCaaS or Contact Centre as a Service platforms offer companies the freedom and flexibility they need to create dynamic CX centres that can be accessed from anywhere. In an age of hybrid and remote work, these tools have become increasingly popular. In fact, according to Accenture, they are accelerating toward an expected value of around $11.76 billion by 2028.

As interest in these cloud solutions grows, so does their range of features and functionality. In this post, we look at some of the major trends that are likely to influence CCaaS solutions in the coming years.

What CCaaS Trends Await Us?

1) Aligned CCaaS and UCaaS Tools

As companies move more of their communication to the cloud, it becomes more and more common to combine the back-end environment with the customer support team. Aligning UCaaS and CCaaS solutions on a single platform makes it easier for companies to maintain comprehensive visibility across all of their technology.

It also ensures that employees responsible for managing customer experiences can collaborate with subject matter experts and team members from across the company. With an all-in-one environment for communication, organisations can reduce the number of disparate invoices they need to manage each month and ensure their employees stay in sync and aligned.

Many evolving CCaaS providers are even starting to consider the concept of “XaaS” or “Everything as a Service”. These platforms allow companies to integrate not only their Unified Communication (UC) tools, but also other SaaS (Software as a Service) solutions with their call centre environments.

2) Advanced Features for Employee Experience (EX)

Engaged and empowered employees are crucial for any company that wants to create effective customer experiences. When workers have the right tools and support to work seamlessly in any environment, they are more productive, efficient, and able to satisfy customers. This has led many CCaaS providers to incorporate employee engagement tools into the Contact Centre as a Service space.

Increasingly, we’re seeing a growing number of tools built specifically to support all kinds of in-office, remote, and hybrid workers. Workforce engagement and management tools help schedule and organise employees, while gammification features keep staff motivated.

New call centre features are even emerging to provide business leaders with a way to track employee experiences. Reporting and analytics tools can track everything from technology adoption to changing levels of efficiency in an employee’s workflow.

3) More Channel Options

Both the UCaaS (Unified Communications as a Service) and CCaaS industries have begun to see an increasing focus on using multiple new channels and tools to communicate with customers. Over the years, consumers have begun to move away from relying solely on phone and audio conversations for the service and are starting to look at channels like messaging, social media, and even video.

In the years to come, CCaaS platforms will continue to introduce a variety of new platforms for business leaders to explore. Some already include tools and APIs that allow companies to integrate contact centre functionality into their own mobile apps or link to tools like WhatsApp. Many also include multiple options for aligning voice, video, and text communications in a single environment so agents can more easily manage their workflow.

4) Analytics and Artificial Intelligence (AI) For Proactive Service

Most companies know that if they want to deliver valuable and personalised experiences to their target audience, they need to collect and leverage the right information. As a result, we are seeing a multitude of new analytics capabilities emerge in call centres. 

By using a combination of intelligent monitoring tools, machine learning (ML), and historical information, organisations will be able to stay one step ahead of potential issues facing their target audience. This could make it possible to remove them before they appear.

5) Improved Self-service

Artificial Intelligence is starting to play a bigger role in helping customers navigate their buying journey. While self-service solutions have been available within contact centres for some time, older solutions have largely focused on question-and-answer bots, designed to respond to specific words with predetermined phrases.

With 81% of customers indicating they prefer to troubleshoot on their own rather than contact an agent, self-service tools need to get more advanced. CCaaS providers are beginning to implement conversational analysis and natural language processing tools in their self-service portals to improve the customer experience. Intelligent bots and virtual agents can now complete tasks for customers and solve a wider range of queries with intuitive strategies.

These enhanced self-service solutions can also help optimise the employee experience by giving staff members’ access to intelligent tools that help them find crucial information automatically. The right tools can even provide next-best-action suggestions to employees when they’re struggling to deal with a complex query.

6) Increased Security and Control Functions

Finally, as regulatory guidelines and compliance concepts continue to evolve around the world, CCaaS providers are beginning to focus more on security and control. Many of the best tools now offer companies more choice in how they structure their contact centre environment.

Many CCaaS solutions are built in for encryption, multi-factor authentication, and access control, so businesses can maintain full visibility over the flow of data. It is even possible to create IVR tools and bots capable of complying with GDPR guidelines.

New advanced tools can help protect consumers and mitigate fraud by using biometric scanning to determine if a customer is who they say they are. AI bots can also automatically scan for policy risks and inform employees and business leaders when there is a security issue on their network.

Exploring the Evolving CCaaS Landscape

As the demand for flexible and agile call centre environments in the cloud grows, providers in this space are constantly looking for new ways to improve the quality of their solutions. Today’s CCaaS tools offer access to everything from AI automation and sentiment analysis to intelligent self-service.

La entrada What CCaaS Trends Will We See In The Coming Years? se publicó primero en Enreach ES.

Enreach, one of Europe’s fastest growing providers of converged contact solutions backed by independent investment firm Waterland Private Equity (“Waterland”), announced it has been named recipient of a 2023 Enabling Technology Leadership Award from the global market research firm Frost & Sullivan. The award recognises Enreach’s vision and leadership in delivering conversational Artificial Intelligence capabilities to businesses through its market-leading cloud communications platform.

In its evaluation, Frost & Sullivan remarked that Enreach is unique among European cloud communications providers in how it intelligently integrates conversational AI into its platforms. The company was commended for its “Converged Contact” strategy, which allows it to integrate best-of-breed technologies like AI into its offerings, letting customers leverage profound business benefits directly through its cloud communications platform. This concept enables Enreach to provide conversational AI functionalities to its customers, who then leverage this technology to substantially improve their own business processes and workflows. Frost & Sullivan specifically cited the customer success story “Taxibooker” for Taxicentrale Amsterdam (TCA), Amsterdam’s largest taxi company which leveraged these integrated AI features to digitise reservations and customer support directly from telephony to WhatsApp creating a more convenient customer experience competing with encroaching rideshare services.

At the forefront of innovation and growth

“While many competitors explore front-end conversational AI benefits, the Enreach application of conversational AI into back-office workflows and integration into its core UCaaS and CCaaS offerings is a powerful proposition that delivers unique productivity, quality, and employee satisfaction benefits to organisations,” noted Alexander Michael, Vice President for Frost & Sullivan. “In the context of its integrated UCaaS and CCaaS offerings, the Enreach conversational AI platform is better at dealing with complexity and scale and, ultimately, more likely to provide a satisfactory outcome for end users than competing platforms.”

Frost & Sullivan’s Enabling Technology Leadership Awards recognise companies at the forefront of innovation and growth in their respective industries, and have taken leadership positions in creating new products, solutions, and services that meet ever-evolving customer needs. Award criteria include commitment to innovation and strategy, commercialisation success, application diversity, customer performance value, onboarding support, customer experiences, and brand equity.

Empowering businesses to enhance productivity and customer experiences

“We are extremely honoured to receive this award from Frost & Sullivan, which validates our philosophy that Enreach’s overarching mission is to deliver compelling solutions that yield positive, impactful results for both customers and partners,” said Stijn Nijhuis, Enreach’s Chief Executive Officer. “Our mission is to go several steps beyond simply providing technology by leveraging our converged contact solutions to deliver best-of-breed services that empower businesses to improve operations, lower costs, and deliver better customer experiences. I also want to thank our many team members for their efforts and achievements. This award is a direct reflection of their efforts, and I am grateful for their commitment to satisfying the needs of our customers.”

“I am particularly proud that we have received this award as it recognises our continuous commitment to innovation, which we recently demonstrated once more by adding the powerful GPT-3 technology, the backbone of ChatGPT, to our platform. With our current explorations of large language models (LLM), we are confident to enable even more free-flowing dialogs for our AI solutions,” said Anne Bakker, Head of Enreach AI. “Latest improvements for taxi use cases like the one of TCA include the integration of another leading taxi dispatch system, more convenient ways to book payments on account and extended conversation features enabling a very high flexibility in bookings including special requests like ordering multiple cars, large luggage or animal transport capacity.”

La entrada Enreach Receives Enabling Technology Leadership Award From Frost & Sullivan se publicó primero en Enreach ES.

In fact, research firms like Grand View Research and Market Research Future still forecast more than 20% annual growth in global UCaaS sales, topping $210 billion by 2028 globally. What will continue to drive such a high increase? Here are the drivers for the rise of UCaaS, as well as the key trends to watch in 2023.

6 UCaaS Trends to Watch Out For in 2023

1) Goodbye Legacy Systems. Hello Cloud!

In the pandemic, many organizations accelerated their cloud migration plans to allow their Work From Home (WFH) environments to thrive. In this way, companies discovered the many benefits of cloud-based infrastructure, and many have since expanded their cloud migration plans. Thus, according to Gartner, more than half of business spending on IT will move to the cloud by 2025.

As organizations further reap the benefits of cloud environments, they are abandoning on-premises hardware and early VoIP systems that lack the reliability and modern security measures necessary to meet customer expectations and compliance regulations. Additionally, businesses have realized that UCaaS reduces the burden on IT departments and enables greater flexibility, security, and cost savings. These benefits have prompted companies to seek a complete migration to the cloud and abandon already outdated legacy systems.

2) Cybersecurity Will Be Key

As part of the trend towards hybrid work environments, BYOD (Bring Your Own Device) is now common practice. Employees download company apps to personal devices, creating new challenges for IT staff managing potential vulnerabilities. As a result, telecommunications providers will increasingly invest in cybersecurity measures to prevent cyber attacks and address more sophisticated customer security requirements, such as SSO (single sign-on) and TLS (transport layer security).

3) AI Will Take Advantage of Customer Experience and Efficiency Gains

Artificial Intelligence (AI) has become incredibly sophisticated in areas like natural language processing, decision-making, and predictive analytics. When this functionality is combined with UCaaS, AI can deliver greater personalization across the entire customer experience (CX) to improve user interactions. For example, AI-based communication tools such as chatbots or voicebots can answer customer questions and provide step-by-step instructions to resolve call center queries.

Starting in 2023, enterprises will increasingly adopt AI-powered UCaaS features to take advantage of new efficiency and productivity gains. For example, Artificial Intelligence enables the conversion of voicemail messages to text messages, automates note taking during meetings, and improves workflows.

4) Mobile Integrations

UCaaS adoption has grown rapidly due to its ability to allow employees to work remotely, regardless of location or device. Today’s mobile-dominated workforce requires integration with iOS and Android devices to ensure seamless mobile calls, texts and emails. That same workforce expects messaging integrations with CRM tools and mobile voice integration with ERP and more efficient management tools.

5) 5G and Work From Anywhere

The Work-From-Home (WFH) model only works if people have access to constant and reliable connectivity. Wi-Fi fueled the WFH model during the pandemic, but now it is morphing into Work From Anywhere (WFA). Thus, it is expected that in 2023 5G will allow employees to access communication services in the cloud from anywhere and on any device.

6) Consolidation of Providers and Services

Rather than invest in technological innovation, a faster and more cost-effective way to acquire new services and capture greater market share is for providers to participate in mergers and acquisitions. In this regard, increased M&A activity is expected across the spectrum of UCaaS providers in 2023, driven largely by the need to fill gaps in service offerings or consolidate resources to increase profitability.

For example, UCaaS providers are seeing increased opportunities to add Communications Platform as a Service (CPaaS) space and/or expand their Contact Center as a Service (CCaaS) offerings. Gartner predicts that 95% of global enterprises will use CPaaS functionality by 2025. Additionally, while CCaaS has been popular with SMBs for several years, we will see higher adoption rates among large organizations, motivating vendors to acquire or expand their CCaaS offerings.

Similarly, UCaaS customers will make similar changes. During the pandemic, businesses turned to essential services like phone and video communication. Now, hybrid work is expected to be the default by 2024, pushing organizations to consolidate their communication providers. While some use Zoom or Microsoft Teams for specific services, organizations are increasingly demanding a comprehensive and scalable ecosystem of UCaaS services from one provider capable of meeting all their needs.

In conclusion, 2023 will mark the beginning of a deeper focus on cloud migration, cybersecurity measures, Artificial Intelligence, 5G and mobile integrations, and further consolidation of providers and services. UCaaS will maintain its superiority over legacy on-premises communication systems. It will gain even more momentum as organizations consolidate their post-pandemic work environments and look for resources that will ease the burden on IT and offer cost savings over legacy options.

La entrada 6 UCaaS Trends to Watch Out For in 2023 se publicó primero en Enreach ES.