Where Unified Communication is heading in 2019

2018 has been an important one for Unified Communication technology. The unified communications market is expanding at a compound annual growth rate of 16%, according to Transparency Market Research (Mitel study).

No business can drive their activity without excellent communication. The communication with your customers or the collaborative moments between teams, business discussions make or break the future of your venture.

Market Highlights

As per Market Research Future’s study, the global unified communications market is poised to exhibit robust growth in the foreseeable future. The advent of globalisation has intensified the need for efficient real-time communication systems. It is likely to open new avenues of growth opportunities for the participants of the unified communications market:

The advantages are without a doubt there. Nowadays an organisation needs software solutions that enable and engage your teams, keeping them connected through the most productive platforms available. UC allows your business to combine the traditional and innovative communication solutions you need into a single, cohesive environment.

The communication system has developed applications across various industry verticals such as education, healthcare, BFSI, etc. The growth of the end-user industries is projected to have a favourable impact on the proliferation of the global unified communications market. The unified communications system is extensively used for seamless working and making informed decisions. The technology facilitates interoperability, reduction of administrative costs, flexibility, easier access to information, etc. Therefore, this has paved the way for rapid adoption in the upcoming years.

The technological advancements and innovations in the market are expected to fuel demand for unified communications over the next couple of years. Moreover, the governments are endeavouring to promote the adoption of the unified communication system. This, in turn, is poised to augment the global market in the forthcoming years.

The Asia Pacific displays high promise due to the rapid growth of the general economy in the region. Several rapidly emerging markets in the region such as India and China are increasingly demanding advanced communications solutions. These have influenced market players to establish a presence in the APAC region.  Urbanisation and the growing advancement in industry verticals are expected to propel the APAC market significantly over the forecast period. 

The key players operating in the global unified communications market remains NEC, Siemens Enterprise Communications, Avaya Inc, Mitel, Microsoft Corporation, Hewlett-Packard, Cisco Systems, and Alcatel-Lucent S.A.

Customer trends and how UC adjusted to their needs in 2018

Firstly, using UC platforms, organisations have access to a wide range of enterprise tools within a single, easy-to-use environment. With the right UC solutions, your company can have the most productive communications that it has ever had. This is because now your team can work smoothly without the need to switch between different devices and software.

Secondly, customers expected exceptional experiences. Consumers have been demanding communication tools for creating an ecosystem around the services and systems they already use. UC providers are continuously developing more and more features to cover customer’s needs. All managed from a single platform.

Thirdly, cloud is the technology of choice from a supply perspective. From the demand side, clearly, this has benefits around speed and scalability. Significant attention was on providing services deployed on secure platforms.

In conclusion, in the next few years, we will see an increase in the vertical and sector base applications. For instance, the popular one like salesforce applications. But also specific applications for industries like healthcare, educations, etc.

Trends and challenges we need to overcome in 2019

The integration of AI and UC will allow employees to transform the way they manage data each day. Therefore, eliminating menial tasks so that agents can focus on bigger challenges. This technology, properly integrated, will help every employee end up with their own personal assistant.

Voice biometrics feature will begin to play a larger role in customer identification. AI will transform the UC, helping to automate business processes, creating value and driving customer experience. Above all, smart bots will become increasingly popular. And this will happen across all the sectors and industries.

If you haven’t already 2019 is the year to make a smart investment in UC. You have to move your business to the cloud. Cloud-based models enable collaborative work processes, such as those driven by UC, and apps that fuel collaboration are growing sharply.

What makes us choose a technology supplier over the other?

As a service provider, we consider all the factors and features that are on offer to customers. We will keep an eye on innovations to enable us to share new technologies that enterprises need to be taking advantage of. Finding and choosing the best technology solutions for our customers offers them a competitive advantage in their industry. It is important we consider the features of creating a unique plan and workflow that gives your business the advantage. UC gives the ability to respond to your customers’ enquiries and issues faster than ever before. It is all about driving customer experience.

As a growing market with increasing customer expectations of excellent services, embracing the latest technology is very important in a more competitive sustainable environment.

If you want to find out more information about Xenex Systems services and get an assessment to see how you can improve your customer experience, contact us.

Stay tuned and happy collaborate!

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