While some providers include their own collaboration environment within their virtual PBX, many businesses are already used to working with Microsoft Teams.

Because Microsoft is not a telecom company and does not offer business numbering, many telecom companies have developed integrations that allow users to call any contact (internal or external) from Teams using their business phone.

TYPES OF TELEPHONY INTEGRATIONS FOR MS TEAMS

1. FULL INTEGRATION WITH TEAMS

The provider fully integrates its switchboard into Teams, so when we want to call an external contact, we can do so from the call icon in the app.

In this scenario, the UCaaS manages the voice, so call features such as transfers, recordings and announcements come from the switchboard.

This solution is the most expensive as it requires the purchase of the Microsoft’s Phone System, the PBX license and the Teams phone connector, but requires no programming skills to implement.

2. PBX EMBEDDED IN TEAMS

This alternative allows us to access the external PBX from within Teams, so to make and receive calls, we need to access the switchboard provider’s application from within Teams.

In this scenario, the UCaaS provider also manages the voice and all the advanced calling features, so we don’t need any technical knowledge to implement it neither to purchase the Phone Dystem or the Teams phone connector.

3. OPERATOR CONNECT

Finally, there are solutions known as “Operator Connect”, where the UCaaS provider only supplies the business numbering, while the PBX and functionalities are contracted directly with Microsoft.

This alternative is only viable for companies with an IT department or an expert in Microsoft resources, as it requires advanced programming skills.

To implement it, companies need to have a business numbering with a telecom provider and purchase Microsoft’s Phone System.

ENREACH VIRTUAL SWITCHBOARD FOR MS TEAMS

As a Microsoft partner, Enreach offers the three types of integration described above.

PRICING

REASONS FOR CHOOSING OUR TEAMS INTEGRATION

• Single provider offering an end-to-end solution: business numbering, virtual PBX and MS Teams connector.
• Fixed operators for businesses with national and international.
• Mobile operators with the ability to integrate mobile lines into Teams.
• All packages include advanced virtual PBX features: intelligent routing, announcements, call queues, etc.
• No other UCaaS provider offers all three telephony alternatives for Teams.
• Other virtual switchboards are available from €30 per user per month and the cheapest ones do not include telephony.

DISCOVER ALL OUR TELEPHONY INTEGRATIONS FOR MS TEAMS

La entrada 3 ways to integrate a virtual PBX with Microsoft Teams se publicó primero en Enreach ES.

Did you know that 86% of employees and managers consider the lack of effective collaboration to be a key factor in workplace failure? A recent study by Fierce, Inc., a business coaching company, highlights the importance of having a solid collaboration strategy.

86% of employees and managers consider the lack of effective collaboration to be a key factor in workplace failure.

– Fierce, Inc.

In fact, many organisations report that their growth is based on fostering collaboration and implementing agile methodologies.

If we list all the projects currently underway within an organisation, we will find that the vast majority involve the efforts of multiple people, departments and even GTMs.

THE CONSEQUENCES OF NOT USING EFFECTIVE COLLABORATION TOOLS

Since collaboration is the backbone of an organisation’s success, when it fails, the impact is felt at all levels:

1. INDIVIDUAL LEVEL

It affects the productivity of everyone involved. How many times have departments been left waiting for a response from another department, effectively bringing them to a standstill?

2. ORGANISATIONAL LEVEL

The lack of effective collaboration can lead to a dysfunctional work culture: higher levels of frustration, high staff turnover and, externally, difficulty in attracting talent.

3. BRAND LEVEL

Depending on the severity of the problem, it can affect one or thousands of customers, impacting our NPS, customer churn and therefore all growth KPIs such as ROI.

HOW DO YOU ENSURE EFFECTIVE COLLABORATION?

Don’t panic! As we always say, technology is on our side, and Unified Communications as a Service (UCaaS) providers have already developed platforms to ensure collaboration and much more.

1. HAVING A SINGLE COMMUNICATIONS AND COLLABORATION SYSTEM

One of the biggest challenges facing businesses today is technological complexity. Having too many tools not only increases the toggle tax, but also becomes highly inefficient when paying for multiple licences when everything could be consolidated into a single programme.

This is where workspaces come in, such as the Enreach Contact virtual PBX, which combines telephony with the chat and video calling found in all collaboration programmes.

This setup allows us, for example, to call an external supplier while coordinating an emergency meeting with the team via video call and sharing important documents via chat, all without switching applications.

2. BREAK DOWN INFORMATION SILOS

Another major problem in organisations is that information is scattered across different tools.

For example, if a customer calls their account manager’s personal mobile phone to complain about an error on their last bill and the manager is unaware of the problem, integrations with other programmes such as CRMs allow them to instantly check the customer’s previous interactions with customer service or accounting.

While it’s usually the case that these departments will inform the account manager of such issues, there can be a breakdown in communication.

Therefore, the ability to integrate the communication history into the customer’s profile allows almost anyone in the company to quickly address an issue, preventing the customer from having to deal with multiple reps.

3. USE ANY DEVICE

In the past, work was associated with an office, a landline phone and a desktop computer. Today, work can be done in a coworking space with a laptop and a smartphone.

The rise of remote working, hybrid setups and business travel means we need to maintain the same level of productivity we had in traditional offices, but from anywhere.

By and large, this means having the same functionality and security levels across all devices. Imagine you’ve finished your day’s work and receive an emergency call from a supplier. Instead of losing or interrupting the call, you can seamlessly transfer it to your mobile device without any interruption or loss of quality.

ENREACH CONTACT: THE WORKSPACE THAT GOES WITH YOU

We want to show you how much your business could gain by unifying all your communication tools.

Enreach Contact is much more than a virtual PBX; we like to call it a workspace because it combines chat, video conferencing, telephony, integrations with Teams, Google and over 100 CRMs. It also lets you work from any device with native mobile integration, a mobile app, a desktop app and a desk phone.

Take your work with you wherever you go without sacrificing productivity.

La entrada 3 essential virtual PBX features to keep you productive at all times 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.

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.

Count the number of collaborative tools you use every day. Whether it’s an application for chatting with colleagues, sharing files, video conferencing, managing projects or calendars, the list goes on.

Not much research has been done on this topic, but in late 2022, three Harvard Business Review analysts spent 21 days immersed in three Fortune 500 companies. The resulting report included startling data, such as employees switch between applications 1200 times a day.

“Employees switch between applications 1200 times a day.”

Harvard Business Review

As alarming as this figure is, we know exactly why this is happening. Of course, organisations evolve and adopt new tools that better suit their needs, but abandoning old tools proves challenging.

The result? Employees in large organisations find themselves with millions of active applications, and SMEs repeat the scenario, albeit on a smaller scale. Regardless of the size of the organisation, employees in this situation end up wasting some of their time.

Despite the tools and technologies designed to make our work easier, the lack of effective connectivity between them is having the opposite effect.

While there’s no magic application that will integrate all the programmes in the world, simply reducing the number of tools from nine to three is a significant change.

Until recently, application developers didn’t consider compatibility with third-party systems. Fortunately, this situation has changed, and through integrations, applications can now work together.

In this changing landscape, it’s much more efficient to rely on a technology partner that develops solutions with an integration philosophy, rather than buying a solution from each vendor. Choose a partner that offers a portfolio of products that work together seamlessly and integrate with the systems you use most.

UNIFYING PLATFORMS IS ESSENTIAL

Under the premise of “making life easier” for employees, the leaders in Unified Communications as a Service (UCaaS) are developing connected work environments with the key tools an employee needs in their daily routine.

These powerful solutions are called workspaces and have come to bring together functionalities such as:

• Internal chat tools for instant messaging.
• Integrations with Microsoft and Google for online document sharing and collaboration.
• Video calling tools for internal meetings with colleagues and even clients.
• Phone features for making and receiving internal and external calls.
• CRM integrations to manage chats and calls without losing sight of customer profiles.

These platforms, which converges everything you need to communicate and collaborate, are the key:

SAVE TIME

The phrase “time is money” gives us some context. If you’re familiar with time optimisation and productivity techniques, you’ve probably heard of the ‘toggle tax’, which refers to the price of switching between applications.

This tax is the cost of having your entire workforce switch from one application to another. Using the figure from the Harvard Business Review study and estimating that it takes about five seconds to switch between applications, this means that we are losing a total of one hour and forty minutes every day.

It may seem trivial, but multiply this time by the number of employees and the figure rises significantly. The more programmes used to do a simple task, and the more people in that situation, the more expensive it is for the business.

That’s why it’s important for business leaders to focus on the technologies they use and be aware of the cost of having too many communication and collaboration applications.

INCREASE PRODUCTIVITY

Saving time undoubtedly goes hand in hand with increased productivity. When we have a workspace where we can manage four applications at once, we can focus more on the tasks at hand.

Through integration, these workspaces not only eliminate the time we spend switching between applications, but also centralise documents, messages and customer data.

Imagine being able to chat, video call, call suppliers, edit documents and send emails from your laptop or mobile phone without ever changing your environment.

ENHANCING THE EMPLOYEE EXPERIENCE

We all want to feel motivated and valued in all aspects of our lives, and the workplace is no exception. At first glance, technology may not seem to affect these aspects, but it does.

If we turn on our computer day after day and face the same limitations in doing our job, our motivation diminishes, and so does our productivity.

The technology we use to do our jobs can completely change our attitude, our mood and ultimately our health.

The employee experience is a factor that should not be overlooked, as employee productivity is also linked to happiness. As shown in Gitnux‘s latest productivity report, employees are +13% more productive when they are happy.

“Workers are +13% more productive when they are happy.”

Gitnux

If you want to take your team’s productivity to the next level, technology is the first thing you should review. Encouraging teams to reduce the number of applications they navigate through involves hiring a unified solution from a provider that integrates the highest number of programs under one environment.

As all-in-one solutions provider, we aim to bring together all the necessary tools for companies to communicate and collaborate within a single application.

If you want to experience the power of our workspace, get in touch with our team of experts by calling at +34 900 670 750 or writing in the chat below.

Sales Consultant at Enreach Spain

Tony Esturrica

La entrada How to survive in a world plagued by collaborative tools se publicó primero en Enreach ES.

This can lead to the abandonment of important aspects, such as customer service, whose satisfaction rate decreases by 45% in the summer, according to the American Customer Satisfaction Index. Businesses need to be aware that maintaining adequate quality of customer service is crucial, as consumers continue to face issues and complaints, and any oversight could lead to customer loss. In this sense, for the tourism sector, maintaining excellent customer service management during the summer is key to success, since it is a period of high demand and activity.

How To Transform Business Customer Service This Summer?

Aware of this context, since Monday, July 24, Enreach, a European provider of convergent communications solutions for companies, has launched a special promotion aimed at all companies seeking to optimize their communication services during the summer season. This exclusive offer includes free quotas for the Virtual PBX and Omnichannel Contact Center services, as well as the possibility of contracting mobile lines at no additional cost.

1) The Enreach Virtual PBX allows you to automate call management, unifying lines and extensions, reducing waiting times and ensuring that no call is lost. This tool simplifies telephone management, providing greater control and efficiency in customer service.

2) Enreach’s Omnichannel Contact Center allows customers to contact companies from their preferred channels, which includes the possibility of resolving their queries through Artificial Intelligence and being connected with the most appropriate agent thanks to the Smart Routing system. For agents, the management of all conversations is simplified in a single web application, providing a comprehensive view of all interactions. At the same time, those responsible for the company can monitor the level of service offered in real time and analyse the results to make the right decisions. The highlight of this Omnichannel Contact Center lies in its intuitive control panel, which allows you to configure every detail according to the specific needs of each business, guaranteeing complete customization adapted to your objectives.

3) Incorporate free mobile lines, providing the flexibility and mobility necessary to stay connected with clients and teams during the summer season. It should be noted that these rates stand out for including features similar to office telephones and allow them to function as one more extension within the PBX. This differentiating offer provides companies with greater advantages and functionalities in their communication.

“Summer is a time when some companies relax and believe that some services such as customer service are not so necessary, but they are wrong. With this promotion, the most important in our history, our objective is to help companies maintain exceptional customer service during the summer season, automating call management and facilitating communication through preferred channels, while taking advantage of Artificial Intelligence and Smart Routing for a personalized and efficient experience,” concludes Carlos Jiménez, Commercial Director of Enreach.

La entrada How To Transform Business Customer Service This Summer? 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.

Global market revenue was around $19.6 billion in 2020 and it is projected to reach $85.7 billion by 2031, thanks to accelerating demand for UCaaS solutions.

Unified Communications as a Service offers resilient cloud-based solutions that can be deployed faster and at lower cost than an on-premises solution.

Demand For UCaaS Continues To Grow

Data recently released by Future Market Insights on the demand outlook for UCaaS, indicated a year-on-year growth of 12.8% in 2022. Among various industry verticals, the BFSI (banking, financial and insurance products and services) sector has an outstanding participation among all sectors. However, the IT and telecom segment will grow at a CAGR of 18.1% over the next eight years. Also, due to the increasing demand for UCaaS by SMBs it can be attributed to the proliferation of mobility trends and “Bring Your Own Device” (BYOD).

The demand for UCaaS is estimated to increase by 14.5% between 2022 and 2031 compared to 10.7% recorded during 2016 and 2020. Growth opportunities for the Unified Communications market have been created by the implementation of solutions hosted by companies to reduce costs and improve productivity. Furthermore, the advantages of UCaaS over unified communication in terms of ROI, business continuity, speed and flexibility are the factors that increase the popularity of these solutions.

Since its inception, Unified Communications (UC) has emerged as a cost-effective solution for various industries, including healthcare, retail, and the BFSI sector, among others. For business leaders and IT experts, today’s communications are already in the cloud. With the rise of 100% remote workforces, virtual teams need to be fully integrated, so they can connect and collaborate with all the tools they need to get their work done.

Demand For Cloud Solutions Is Increasing

UCaaS is known to take center stage as each passing year has seen a significant increase in the adoption of cloud solutions and services. Demand for UCaaS is increasing as businesses around the world seek more Unified Communications capabilities to ensure benefits such as cost reduction, scalability, and productivity of cloud communications.

In recent years, the continued digitization of workspaces has increased the demand for remote solutions, creating even more opportunities for the implementation of UCaaS solutions. On top of that, the growing demand for mobile devices, apps, and a variety of collaboration tools is enabling employees to connect across geographies, platforms, and devices. This is further transforming IT consumption trends and increasing adoption of Cloud Computing and UCaaS solutions.

Increased Adoption Of Integrated UCaaS Platforms Due To Remote Work

With more and more employees choosing to work from home, video conferencing, web conferencing, collaborative meetings, mobile telephony, and VoIP phone systems have become some of the most sought after tools.

The rapid shift of customers to cloud communication is creating a demand for enhanced user productivity and flexibility, as well as opportunities for advanced communication and collaboration tools.

The US Will Dominate The Global UCaaS Market

North America is expected to dominate the global UCaaS market during the forecast period, accounting for nearly 83% of the share through 2031. Additionally, UCaaS demand in the United States is anticipated to offer a more lucrative opportunity for revenue generation income in the next eight years. Likewise, the presence of several key players in the US and the proliferation of trends such as Work from Home (WFH) and “Bring Your Own Device” (BYOD) are some of the key factors that will foster the adoption of UCaaS solutions in the country.

La entrada The UCaaS Market Will Reach $85.7 Billion By 2031, Driven By Remote Work 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.