Unified Communications: A Platform To Enable Exceptional Experience
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15, June 2017

Unified communications (UC) platforms help in delivering a plethora of services in the area of customer experience. From enterprise and consumer calling, branch exchanges, voice messaging, social media communications and rich collaboration services to video calling, telepresence services, texting, messaging and collaboration communication services, converged landline and mobile services. Collaboration communication services include video conference calls, chats, real-time presence and web RTC for clients to seamlessly connect with employees and their customers across multiple geographies.

The market size is said to be around 75 $ billion as per Grandview Research Reports by 2020. Of course, with opportunities arise market challenges too. In this case, there may be issues with regards to security. Cloud based unified communication platform are favorable to Small & Medium Enterprises (SMEs) as is the increased use of Unified Communications-as-a-Service. The ease of customization, seamless upgrades and cost effectiveness are the primary factors for SMEs to choose Unified Communications as a Service.

Hybrid Cloud deployment is for enterprises migrating from premise-based UC solutions to hosted UC services. Hybrid Cloud helps to phase the organization into the cloud at a comfortable pace.  This option helps in creating a customized architecture that leverages the best of multiple deployment models based on the business needs. The evolving market segments are Enterprise collaboration, Enterprise Telephony, Video-as-a-Service (VaaS) and Contact Center-as-a-Service (CCaaS). The education and health care sectors will be the key industry sectors which will be adopting unified communications platform by 2020.

By 2020, Unified Communications-as-a-Service solutions will be the integrated platform of choice for instant messaging, voice, video, desktop sharing, social networking and conferencing services. Some of its benefits include quick decision making, reducing travel costs, business process transformation, increasing productivity and improving efficiency.

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Some of the new technology areas, which will evolve by then, are voice command, video calling and quick response codes in communication and collaboration services. For instance in the automobile market, connected cars with voice command, video calling, image & video processing and natural language processing will set future expectations. The factories in manufacturing industries will have the cloud deployed for communication and collaboration between workers, supervisors and other employees. This virtual workforce ensures a work-from-anywhere model in which the Unified communication platform is leveraged to collaborate and communicate.

Unifying the customer communications across the omni-channel ecosystem for call center agents will provide better context for the call center agents to resolve issues more quickly and increase sales agents with leads. The two-way conversation on social media from the customer to call center agent will help to show how the enterprise has solved the problem on the public social media platform, which in turn, leads to increased brand value.

Finally, Video Platform-as-a-Service enables video experience through a video workflow that is integrated with rich video experience into back office applications, business workflows and systems. This platform removes the complexities involved in video handling such as user access, interactivity, distribution, accessibility, monetization, ingestion and transcoding. This also helps in increasing productivity, accelerating decision making, reducing the cost and improving ROI.

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