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, 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:
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 (63% versus 51% in 2020). Additionally, the preference for bundled, pre-integrated UCaaS/CCaaS solutions has grown stronger since 2020 (65% versus 51% in 2020).
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.
So, how do you use integration and consolidation to build a smart UC/CC strategy? That’s the topic of my other article here.
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, the study shows 9 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 the digital experience riding on the shoulders of UCaaS/CCaaS and the success of their solution deployments, it’s all the more important for IT leaders to be confident they are getting collaboration right. Don’t miss CIO’s research report, which explains key collaboration challenges IT leaders face and the top considerations helping them navigate to success.
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