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.
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.
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.
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.
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.
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