How people communicate seemingly changes on a daily basis. Not long ago, a standard telephone (and handy POTS line) was “the” way to reach a business. Now, even PBXs are on the way out thanks to VoIP, smartphones, and UC / UCaaS platforms.
Today, companies are increasingly expecting more from communication services. As a result, Unified Communications-as-a-Service (UCaaS) is becoming the preferred approach. It’s flexible, scalable, and highly accessible, ensuring your employees can remain connected no matter where they may roam.
UCaaS is still evolving too, offering more to its users than ever before. If you are wondering what is on the horizon, here are some UCaaS trends that should be on your radar in 2019.
The Integration of AI
Artificial intelligence (AI) has been making waves for years. On the UCaaS front, the technology could present opportunities for companies to learn more from their communications and for users to have more effective conversations.
AI-based analytics can help businesses monitor how often specific UC tools are being used, allowing them to properly dedicate resources or figure out how to engage their staff for the best effect. Some AI technologies can monitor calls in progress or review recordings, allowing companies to identify key moments to promote certain products or adjust their approach to make a customer more at ease, receptive to a sale, or happier.
The increasing competence of speech-to-text AI solutions will make transcripts automatic and more accurate. Leading UCaaS systems will be able to transcribe conference calls, identify action items, and even deliver the content to participants after the call ends, all thanks to AI.
The Introduction of 4K Video
One of the biggest benefits of UCaaS is video conferencing. Many users prefer to be able to see one another when speaking, and robust connections make it possible.
Now, UCaaS providers are taking it a step further by upping the video quality, offering 4K (also known as Ultra HD) to produce life-like video. This improves the visual experience by increasing the accuracy of the image and ensuring details come through clearly.
Mobility for the Masses
The emergence of 5G networks is making mobility a priority for UCaaS providers. Companies will increasingly be able to transition away from cable providers for internet, and wireless phone alternatives will offer more clarity thanks to increasing speeds.
As a result, more businesses will rely on mobile devices as primary communication platforms. Similarly, they may encourage mobility in their workforce since 5G connectivity also increases reliability.
Leading UCaaS providers are prepared for the shift, offering solutions that include smartphone applications for on-the-go connectivity to the platform. Additionally, the feature sets available through smartphone apps may become more robust thanks to increased speed and availability of strong wireless connections.
Encryption for Increased Security
Security is a priority for every business. Today’s UCaaS providers understand this and are prepared to offer encrypted voice features, giving your company additional protection against identity fraud and data breaches.
Often, UCaaS can provide a more secure environment than small or mid-sized businesses are able to create in-house. Providers have access to additional resources, allowing them to offer protection that exceeds internal capabilities.
Ultimately, UCaaS is going to change in 2019. All of the trends above will shift the landscape, and companies are poised to benefit as long as they keep their eyes open and are ready to take advantage of what 2019 has in store.