As UCaaS solutions continue to evolve, we feel there are three trends to keep an eye on in 2021. Let’s take a look!
Virtual is Here to Stay
Remote workers, mobile workers, and hybrid workers have disrupted the general models that organizations had for meetings and videoconferencing. Prior to the global pandemic, most organizations may have had less than 5% of meeting attendees that were not working from the comforts of one of their corporate offices. Today, this is quite different, and we should continue to see more efforts with virtual meetings—making them easier to get connected, creating a video-first experience, and really driving towards making these virtual experiences as good, if not better, than in-person collaborating. These are lofty goals that not everyone will agree with, but this is what the big players in this space are working towards.
AI Insights Will Be Game Changers
In the communications space, there has always been a TON of data collected (and not all by governments, foreign and domestic 😊), but we will see trends that drive towards insights from all this data. Artificial Intelligence (AI) will drive more insights for employee productivity, quality of service, and communication engagement. We also hear more and more about sentiment analysis. AI will automatically try to identify the emotional tone in comments from customers (for example) and provide real-time insights. There is so much data coming from your website, contact center, and social media that it can be overwhelming. With AI, insights on the large sets of customer data will be available for enterprises.
The third trend we are watching is around UCaaS integrations with core business applications. Open interface standards will become more commonplace, and we will see access to APIs so that UCaaS solutions can connect right into applications that organizations are leveraging to run their business.
Here at Greyson Technologies, Collaboration is in our DNA and we stay abreast of all the emerging trends in this space. There are many options to choose from and not all of them are created equal! Interested in learning more about how we can help you? Contact us today.