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Unified Communications & UCaaS Round Table 2021

Back to overview 24.02.2021

In recent history, the pandemic has been the single most civilisation-shaping event for populations across the globe, and inevitably, it has changed communication forever. UC Today hosted a roundtable where industry experts shared their views on the biggest changes from last year. In addition to remote communication, there was also the need for channel integration, UX transformation, and a surprising resurgence of audio. 

Hamilton-Martin from Enreach spoke about two aspects of the pandemic response – quick fixes and long-term implications. While the initial wave of digital transformation aimed at low-hanging fruits, the later stages were about integrations, consolidation, and expansion, which resulted in new opportunities for UC providers.  

“Many businesses had to pivot to online, not just for staff, but for customer-facing services too. Physical engagement has been narrowed down to the size of a screen. Initially, the focus was on just making sure that remote digital communications and collaboration were possible, so businesses turned to ‘quick fixes,’ often using consumer-grade tools and services. Those helped businesses overcome an emergency situation,” Hamilton-Martin said. 

“But the long-term limitations soon became clear,” he added. 

As 2020 progressed, three trends emerged:  

  1. “There was an upswell of interest in unified communications, as businesses sought to overcome siloed collaboration, communication, and productivity solutions”  
  2. “Buyers also began to look at ways in which to enrich the user experience, both internally and externally, to help ensure uniform quality regardless of whether someone is working from home or in the office”  
  3. “Finally, they embraced mobile communications as an essential part of remote and hybrid working models”   

Already, in 2020, the industry was starting to move out of the reactive mode, and this is a trend that will continue to play out this year.  

 

Read the full article on UC Today.

+ What impact did the COVID-19 pandemic have on Unified Communications (UC) and UCaaS?

The pandemic accelerated the adoption of UC and UCaaS solutions as businesses transitioned to remote work. This shift highlighted the need for integrated communication tools and led to a focus on enhancing user experience and mobile communication.

+ What were the initial responses of businesses to the communication challenges posed by the pandemic?

Initially, businesses implemented quick fixes using consumer-grade tools to facilitate remote communication. These solutions addressed immediate needs but revealed limitations as organizations sought more robust and integrated systems.

+ What long-term trends emerged in UC and UCaaS as a result of the pandemic?

Three key trends emerged: increased interest in unified communications to eliminate siloed solutions, a focus on enriching user experiences for both remote and in-office employees, and the integration of mobile communications into hybrid work models.

+ How did the focus on user experience change during the pandemic?

Businesses began prioritizing user experience to ensure consistent communication quality, regardless of whether employees were working from home or in the office. This shift aimed to enhance collaboration and productivity across teams.

+ What role did mobile communications play in the evolving work environment?

Mobile communications became essential as organizations adapted to remote and hybrid work models. This trend underscored the need for flexible communication solutions that support employees on the go.

+ How are businesses expected to continue evolving their communication strategies in the future?

As the industry moves beyond reactive measures, businesses are likely to focus on deeper integrations, consolidation of communication tools, and exploring new opportunities to enhance collaboration and productivity in a post-pandemic world.