With increasing shift from pure voice to a voice, video, and data infrastructure, the vendors have either introduced non-voice solutions in their portfolio or entered into strategic partnerships to offer complete UC solutions covering voice, video, and optimization
A rise in employee mobility, increased interaction and content sharing within the enterprise landscape has forced strategy makers to enable the employees with tools and means to collaborate. CIOs are focusing on the increase in employee productivity like never before. The adoption rate is very high to remain ahead in the race. Not only productivity, but the overall cost of doing business has also come down by 40% or more.
Increased collaboration services from outside the service provider ecosystem and consumerization of information technology (IT) have made customers more demanding about services. The use of multiple social media as a customer contact strategy is expected to increase, with the largest increase expected in fully integrated contact channels, followed by dedicated customer support forums or communities. Contact centres are investing in more social media capabilities to create a simpler and more widely used customer interaction platform.
The ability of outsourcers to deliver a consistent and seamless customer experience across contact channels is a high priority for enterprises. Important factors for choosing outsourcing partners are multichannel customer experience, cost, functional expertise, performance-based pricing, and domestic footprint capabilities.
As the UC market is entering a growth phase, enterprises are becoming more aware of business objectives and the exact optimization solutions that will assist them with their specific goals, such as customer retention, process improvements, or script adherence. Having a well-defined goal before deploying the solution is assisting enterprises in implementing the most suitable form of analytics.
