The New UC Experience Designed For You
There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Some research firms expect the market to top $96 billion as soon as 2023.
Demand for UC is clear. However, a stronger solution is necessary to support organizations as they work to digitize and embrace today’s rapid pace of innovation. This poses an important question: what do businesses need (or expect) their UC experience to look like in today’s smart, digital world driven by anytime/anywhere access, rapid responsiveness, always-on connectivity and contextualized customer experiences?
We recently polled IT managers, business owners, employees and end-users to find out. In doing so, we discovered that the ideal UC experience must include several key capabilities that support a next-generation business ecosystem.
- The ability to seamlessly integrate UC capabilities into existing collaboration tools and third-party apps (or, better yet, directly into the browser for immediate use, simplified interoperability and lowered costs).
- 360-degree mobile compatibility; ubiquitous access regardless of device being used.
- Faster responsiveness across the entire enterprise in order to make better informed decisions that accelerate operations and positively impact the customer lifecycle at every touch point.
As long as businesses struggle to break the barriers of siloed interactions, however, this UC experience will unfortunately remain out of reach. Even businesses that support advanced communications may not have the ability to make those capabilities malleable enough to adapt to (or amplify) each individual user experience. After all, the goal is to maximize productivity by driving the individual user experience based on specific preferences and desired business outcomes. In other words, allowing employees to get work done where they want, when they want and, most importantly, in a way that works best for them based on their ever-changing circumstances and needs.
Our findings made it clear that today’s technology doesn’t deliver the next-generation UC experience businesses need or expect—the kind that enables them to not just deliver, but influence communications.
So, what’s the answer? The way we see it, UC will never be what businesses need it to be until “YOU” is factored into the equation. A flawless UC experience must enable communications experiences that fit how users individually work best, instead of forcing them to change how they work to fit an existing architectural mold. This means implementing technology that not only understands employees’ individual preferences, but leverages them to create contextual user experiences that maximize productivity.
Businesses are longing for a better UC experience, and we hear them loud and clear. That’s why next week Avaya is rolling out its all-new team engagement platform. Stay tuned for more details in the coming days and get ready to experience a simply better way to communicate and get work done.