Posted on October 4, 2022

When it comes to migrating corporate communications and contact centers to the cloud, you’ll need a stronger focus on integration and consolidation than you did two years ago. That’s the key takeaway coming out of new research from CIO.com, which studied market trends in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) between February 2020 and August 2022.

The “2022 UCaaS & CCaaS Market Trends Study” found UCaaS/CCaaS success requirements are evolving with integration, consolidation, SIP trunking, and bundled solutions all becoming more important over time. Two years ago, the top criteria for ensuring successful UCaaS and CCaaS deployments were data security and network reliability. This year, integration has broken into the top tier with near-equal significance as evidenced by the findings below.

Critical elements for UCaaS & CCaaS success

Similarly, SIP trunking and bundled solutions are also rising in demand. The use of SIP trunking with UCaaS/CCaaS has increased over the past 2 years and the preference for bundled, pre-integrated UCaaS/CCaaS solutions has grown stronger since 2020 — see the figure below.

Higher demands for SIP trunking, bundled solutions, integration

Why integration and consolidation are more important now

It’s no surprise that security and network reliability remain the leading key factors for UCaaS and CCaaS success. Voice and video conferencing applications are known as bandwidth-hungry tools that can take a toll on network resources, and in order to be effective, security must be a prolific strategy reaching across every aspect of business including communications. But why are the ideas of integration and consolidation rising in criticality now?

Three reasons explain why it’s a smart idea to give them equal weight when thinking about your UC/CC approach.

  1. Redundant applications make standardization necessary for efficiency: Under the pressures of the pandemic, companies added a menagerie of collaboration applications to meet the needs of cloud calling, virtual presence, chat, and video conferencing. Today, these redundant applications are inefficient as IT leaders seek to make hybrid work models sustainable and effective for the future. Standardization exercises are necessary for rationalizing the corporate collaboration strategy across one toolset.
  2. Vast systems, technologies, stakeholders need to work together: Consider the sheer number of systems and technologies required to make collaboration work well. The list is vast. UCaaS/CCaaS is an ecosystem crossing customer service, collaboration, connectivity, and security—meaning a successful deployment must integrate:
    • UCaaS and CCaaS applications
    • Network services
    • Security services
    • SIP Trunking and PSTN/VoIP services
    • Business-critical applications including CRM, SAP, billing tools, etc. via APIs
    • As well as the associated dashboards and vendors of the above
  3. The expectation of uninterrupted digital experiences everywhere: Gone are the good ‘ole days of only worrying about service delivery across a known number of corporate locations. Hybrid work means expectations everywhere, and in most cases, IT organizations are being asked to deliver perfect communication experiences via public network connections that are inherently unstable. UC and CC integration and consolidation relieves these pressures by giving IT teams fully managed services, meaning fewer services and providers to monitor and manage, including “last mile” public internet service providers.

Companies can’t afford a collaboration failure

The new Market Trends Study brings forward other key takeaways, including the fact that 97% of organizations say remote work has increased interest in UCaaS/CCaaS. It’s clear that work-from-anywhere trends have elevated the criticality of digital collaboration tools. In fact, when comparing the 2022 and 2020 data, more IT leaders today report UCaaS/CCaaS downtime as detrimental to their business — see the figure below.

Nine out of 10 IT leaders say UCaaS/CCaaS downtime is highly concerning or detrimental to their business — that’s up from 8 out of 10 in 2020.

With the quality of today’s digital experience riding on the shoulders of a successful UCaaS/CCaaS solution deployment, it’s all the more important for companies to be confident they’re getting collaboration done right. Don’t miss the CIO.com research report, which explains more collaboration challenges and the top considerations helping companies navigate to success.

  • Explore the latest trends in UCaaS and CCaaS technologies
  • See how IT leaders evaluate solutions and overcome challenges
  • Learn which features and solution bundles IT leaders prefer and why

Download the complete “2022 UCaaS & CCaaS Market Trends Study” from CIO.
Get a quick summary of the key findings in this infographic.

Shawn Cooke

With over 30 years in the field, starting with a 13 year career in the US Air Force as a telecommunications and networking specialist, Shawn has participated in many facets of the industry, including: technician, network engineer, instructor, manager, system integration and project management, consultant, and now solutions-based sales for Masergy Communications. Shawn's current discipline and responsibilities include: Hosted Unified Communications, SIP Trunking, and Omni-Channel Cloud Contact Center as well as expertise in Masergy hybrid and SD-WAN networking solutions.

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