Enterprises upgrading to unified communications experience a wide range of benefits — from cost savings to extensive features and collaborative advantages. Its flexibility and scalability provide new ways to gain a competitive edge without ramping up costs. In many cases, the transition to unified communications is a disruptive move that allows companies to make significant advances in productivity and innovation.
Even so, unified communications is expected to advance more in the near future, with innovations that will make it even more of an asset to companies that utilize it. Here are some of the expected improvements:
Enhanced Integration: While unified communications is often described as offering a single access point for all communication formats, it can feel a bit more like an aggregation of a variety of channels than something that’s truly unified. In the future, it’s likely that users will access their communications through their preferred format, with all messages, voicemails, and emails converted to that single format. Overall, users will gain more control over the apps and solutions they prefer to use and the ways in which they access information or communications tools.
More AI Tools: While artificial intelligence (AI) has begun impacting unified communications already, the capabilities of the technology will far exceed current tools. From personalization to automation, AI will make communications easier for both contact center agents and the end users they serve.
These tools will help identify trends and patterns in communications and allow enterprises to best determine which parts of the process can be automated to serve customers better.
Shifting to Services: While the focus thus far has been on products related to unified communications, expect it to move more toward offering services to the end-user. This is reflective of a bigger shift to prioritizing the customer experience and the end-user experience. Rather than purchasing a set of features that may or may not be used, enterprises will be more interested in accessing the particular services they need for a customized solution.
Improved Collaboration: While collaboration is at the heart of unified communications technology, future versions will deliver even more capabilities to the enterprise. Better shared workspace options, streamlined decision-making and convenient tools that indicate the availability of decision-makers will help enterprises improve business processes and take concepts to market faster.
Unified Communications has transformed collaboration and decision-making for enterprises, but these technologies will only expand in the future, further promoting streamlined communications and processes for better strategy execution.
To explore the possibility of unified communications for your enterprise, contact usat Cory Communications. We can help you assess your business needs and leverage the best solution for your organization.