We observed that applied AI make major contributions to the meeting experience, the customer experience, and agent help in 2022. We watched UCaaS begin to enter adjacent domains such as events and the metaverse, and APIs continue to merge into everything we work on. Change is unavoidable, and 2023 will be no exception to Heraclitus’ rule.
So, as we begin 2023, what changes will occur in the coming year? We polled a few industry specialists in the analyst community to find out what they thought. Here’s what they told us, along with my thoughts on their predictions:
Trend #1. The Giants are Making the Move to the Cloud
What we are observing—and anticipate will continue—is that major institutions are beginning to adapt as well. UCaaS systems managed by the cloud are now being adopted by hospitals, universities, and governments with multimillion-dollar systems.
Up until recently, businesses that moved to the cloud tended to be those with older, less complex legacy systems. These systems have had remarkable success transitioning to UCaaS and are reasonably easy to revamp with little impact on corporate operations.
Unified Communications has long placed a strong emphasis on cloud migration. In fact, UCaaS and CCaaS have become essential pieces of technology thanks to advancements in cloud computing.
Trend #2: CCaaS For One, and All
Even while we are seeing major enterprises transition to CCaaS, one of the most unexpected themes is how much smaller teams gain from the change. We’ve witnessed a “democratization” of sophisticated CCaaS capability thanks to advances in the cloud that make data collecting and storage more affordable.
Customers’ self-service and speech-based Interactive Voice Response (IVR) were once only available to major businesses with large budgets.
Now, even the smallest contact centers may access these useful functions thanks to the cloud. Teams with as few as five people are employing SMS, chatbots, and mobile app integration, all at a cost that is reasonable for their size.
Trend #3: Artificial Intelligence/Machine Learning is Also Changing UCaaS and CCaaS
It seems impossible to discuss artificial intelligence (AI) and machine learning in a “trends of 2023” article (ML). The future of communications is being shaped by ML and AI, and trends in UCaaS and CCaaS are no different.
Nowadays, in client dialogues, AI and ML are among the most requested and discussed tools. We currently employ an exponentially growing number of AI technologies in our daily lives, and more and more people are realizing that ML and AI are the waves of the future.
The goal of UCaaS and CCaaS is to accomplish more with less by utilizing AI. For instance, contact centers can quickly learn how they are providing customer service by using ML tools, which can automatically uncover data trends without the need for a team of data analysts.
The fact that AI and ML interact with and converge with virtually every other tool and service is a significant aspect of the AI/ML discourse that we don’t see being discussed enough. Thus, we think that any discussion of the usage of AI/ML for UCaaS and CCaaS justifies a wider discussion of the other areas of the company’s IT portfolio where AI/ML is being used.
Trend #4: Microsoft Teams or Zoom?
These days, Microsoft Teams is everywhere. There were just 20 million Team users who were active in 2019. In 2022, that figure soared to 270 million active users.
In the meantime, Zoom saw exponential growth from webinars and meetings to becoming a household name between 2020 and 2022. Zoom focuses on extending its success by combining video, phone, chat, and email communication.
In actuality, it would be simple to push them against one another and seek a battle, but what we are actually witnessing is that these answers are coexisting. The native integration of Zoom into the Teams client is a fantastic illustration of this. Customers must ultimately comprehend how they operate and which tools are most appropriate for their team.
The Future of Unified Communication
Each competitor [Orange S.A., RingCentral, Revation Systems, Alcatel-Lucent Enterprise, and More] is profiled in the research report on the “Unified Communications as A Service (Ucaas) Market” Research In 2023, together with their main business details, SWOT analyses, prices, and gross margins. The market size for the Types [Telephony, Unified Messaging, Conferencing, Collaboration Platforms, and Applications] and Applications [BFSI, Telecom, and IT, Consumer Goods and Retail, Healthcare, Public Sector and Utilities, Logistics and Transportation, Travel and Hospitality, Other] segments are also covered. According to our research, the [Information and Communication Technologies] Sector will rule and produce a sizeable share of the world’s income in 2023.
As business communications need to evolve, so too do UCaaS and client solutions. Beyontel Unified Communications and customer experts can help you plan, implement and manage your project so you can stay ahead of the trends. Book a call now!
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