UCaaS meets enterprise demand for collaborative working
An evolving workplace
The modern workplace is changing. An increasingly mobile workforce today expects to be able to do their job from anywhere, at any time.
This includes collaborating with co-workers, customers and suppliers; It’s estimated that the time that managers and employees spend collaborating has increased by at least 50 percent over the past two decades, and up to 80 percent of workers’ time is now spent on collaborative activities such as meetings, calls and responding to emails.
Workers today also have high expectations of their employers – 71 percent of millennials say that the degree to which an organisation embraces technology and innovation will influence where they work. Meanwhile, a new generation of employees – Generation Z – is entering the workplace with specific demands of their employer, including the ability to work from any location. These employees use text and chat more in the workplace than any other generation, rating chat almost as favourably as an in-person meeting, according to a 2018 survey by Microsoft.
Elsewhere, the customer experience (CX) has become the “the new marketing battlefront” according to Gartner, with more than 80 percent of organisations competing mostly based on CX in 2019. With consumers inundated with choice, businesses need to deliver an exceptional experience or risk losing their business. This includes being able to communicate instantly and seamlessly with them across whichever channel they choose.
The jump to cloud
Acknowledging the scale and pace of these changes, organisations are today embracing next generation technologies and new IT services to give employees the freedom and flexibility to be productive – by whichever method is most convenient to them.
As part of this they are increasingly turning to the cloud and a pay-as-you-go IT consumption model. A 2018 Cloud Industry Forum (CIF) report shows that UK-based businesses are now spending more on cloud infrastructure than they are on on-premise IT. CIF notes that this gap is set to widen significantly over the next few years as organisations decommission their legacy IT and ramp up their investments in next generation technologies.
This is evident in the Unified Communications (UC) space. The established global UC market size is expected to reach $167.1 billion by 2025, according to 2019 figures by Grand View Research. The firm cites those changing workforce dynamics in relation to the growing popularity of Unified Communication as a Service (UCaaS) within the enterprise.
“Growing adoption of cloud-based unified communication platforms is allowing geographically-diverse and dispersed teams to work together and collaborate mutually in real-time via voice and video conferencing,” notes the analyst.
As a result, the UCaaS market is expected to show “tremendous expansion” with 29.4 percent CAGR between 2016 to 2024, according to a report by Transparency Market Research, which predicts a market value of $79.3 billion by the end 2024.
Benefits of UCaaS
As with any cloud-based service, one of the biggest selling points of UCaaS for customers is that they can leverage the benefits of next generation communication platforms – voice, video or messaging – with no upfront investments in hardware and none of the ongoing operational or maintenance costs associated with on-premise IT. In addition, cloud enables organisations to scale their IT in line with their business needs.
The cloud also allows dispersed groups of people to work collaboratively, sharing information in real time via shared applications.
Grand View notes that key players in the UC space are now focusing on offering diverse solutions with various features, including support for audio and video conferencing, email platforms, instant messaging, and unified messaging. As a result, it says, the market is expected to witness a convergence of voice communication, video communication, synchronous communication, and other communication tools.
A frictionless experience
Ultimately, seamless communication is key, as disjointed technologies and broken workflow cause employee frustration, and impacts both customer satisfaction and the bottom line. A 2019 survey by RingCentral discovered that employees “need to be as efficient as possible in serving customer needs; customers want access to timely service and issue resolution, on the channel of their choice, and not have to repeat information, wait on hold, or be transferred to multiple different agents.”
On the flip side of the coin, 73 percent of employees who work in organisations that leverage the latest technology solutions report a positive impact to their productivity, and 70 percent cite improved collaboration. In addition, they were found to be more motivated, have higher job satisfaction, and are more likely to be positive about their work-life balance.
UCaaS is an opportunity for services businesses to help their clients improve the customer experience, increase productivity and add to their bottom line – all key tenants of digital transformation.
At Allvotec, we help our customers adopt relevant technology that is right for their business. We can integrate voice, messaging, conferencing, mobility and video to enhance your customers’ communications, collaboration and productivity. We can deliver the right solution to meet your needs on a predictable, fixed cost, per-user-per-month basis.
Allvotec stands for ‘all voice and technology’, delivering end-to-end services for partners from pre-sales to remote service delivery across unified communications and technology services. We’re experienced, with 30 years’ experience in the ICT sector, we have scale with the largest independent engineering force in the UK and we’re dependable.
At Allvotec, together we can.
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