SHARE



ABOUT THE AUTHOR


Vik  Verma
Vik Verma loves to take complex technology and create products and services that deliver value for customers worldwide. For his...
Read Full Bio >>
SHARE



Vik Verma | January 19, 2017 |

 
   

4 Key Trends Set to Unify Enterprise Communications

4 Key Trends Set to Unify Enterprise Communications Cloud capabilities, combined with an open platform that connects the enterprise and drives deeper intelligence, will make for an exciting 2017.

Cloud capabilities, combined with an open platform that connects the enterprise and drives deeper intelligence, will make for an exciting 2017.

Workplace communications has dramatically evolved over the past decade and continued innovation in the space has enabled enterprises to tap into the rich power of the cloud. Last year set a strong foundation for cloud communications, and 2017 will be a year of significant innovation -- and here are some of the key trends you can expect to see.

  1. Cloud communications will continue to move upmarket and become mainstream.

    Cloud communications technologies such as Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) were first embraced by small and medium-sized businesses (similar to other cloud technology adoption), but have been gaining traction in the mid-market and enterprise segment over the last few years.

    In 2017, we'll see this become more mainstream, with mid-market and enterprise businesses adopting cloud communications faster than anyone had previously predicted. The economics, flexibility, and business agility benefits are too compelling for organizations of all sizes to ignore any longer. In fact, according to a report by Frost & Sullivan, the cloud communications user base is projected to grow at an annual rate of 25% to 30% through 2020.
  2. Basic IP dial tone and simple voice and messaging apps will become commodities, and this proliferation will drive the importance of an open platform approach.

    The communications stack has never been more complex than it is today, underpinned by legacy telephony infrastructure that supports a disparate set of applications used by employees and customers alike. With the proliferation of business apps and tools across the enterprise, there is a need to provide simplicity and intelligence by connecting all these systems, apps, and tools.

    This will be the year of convergence and open platforms for enterprise communications, driven by enterprises looking for open and integrated solutions that connect the dots between various systems, clouds, and applications -- from phone to chat, and team collaboration tools to video conferencing. Their goal will be to create differentiated communications functionality among many different business clouds, as well as to deliver simplicity and rich, contextual data and real-time insights for better business outcomes.
  3. Enterprises will tap into analytics and big data to drive business intelligence across their organizations.

    We'll see cloud communications overall move up the enterprise stack to provide increased business intelligence through real-time analytics that supports line-of-business applications such as sales, HR, finance, and marketing.

    Analytics have become increasingly important over the last year, and in 2017 enterprises will more effectively leverage this data to drive informed business decisions and actionable outcomes. Additionally, the contact center will increasingly become a hotbed of innovation -- providing, for example, speech analytics to real-time intelligent routing. This will help drive similar innovations across lines of business to better serve all company stakeholders.
  4. New generations entering the workforce will define the future of enterprise communications.

    As each new generation enters the workforce, it brings with it new expectations that set the pace and direction for future innovation. Not long ago, our discussions centered on the future of work as it relates to millennials. However, 2016 was the first year that members of the Generation Z cohort started entering the workforce. Gen Z's preferences, habits, and characteristics are unique and employers need to take notice now as they'll quickly infiltrate the workforce within the next five years.

    Gen Z values effective communication over convenience, and will put a heavier emphasis on collaboration with the smartphone being the hub of communications. New mobile apps, virtual reality, automation, and bots will have a major impact on the way Gen Z works. And this in turn will set the stage for how companies and their IT teams service this new generation (see related recent report from 8x8).

    This trend is only beginning, and the industry at large will need to keep a close eye on how this new generation will define the future of business communications in the years to come.

It's a strategic time for enterprise communications, and this year will take the industry a step closer to a more open and unified approach. With the simplicity, flexibility, and business agility that the cloud delivers, combined with an open platform approach that connects the enterprise and drives deeper analytics and intelligence, we are poised for an exciting year ahead.





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.