The Evolution of UCaaS – UC Today

Choice is good, right?

Surely, we want the most number of options possible whenever we have a decision to make?

Well, the apparently-obvious may not always be the case particularly when it comes to the way in which the world does its collaborating.

Todays menu is certainly extensive.

WhatsApp, Slack, Teams, plus a myriad of other collaboration platforms are all capable of serving us up a feast whenever we want it (and sometimes when we dont).

Whilst all of that choice feels empowering, is it really serving us well?

And, critically, is there a NextGen innovation in the wings just waiting to take flight?

The communications sector is nothing if not evolutionary (add an r too if you wish, obvs!)

But the smartest thinkers are already musing over what the future of UCaaS might (or more importantly SHOULD) look like.

You CAN have too much choice, and ironically thats where the opportunity lies, says Scott Bleasdell, Vice President of Product at fast-growing cloud telephony innovator net2phone.

As one of those new, leading thinkers, Bleasdell is constantly looking forward as he plots a route to ever-increasing efficiency for his partners and customers.

He believes true, Artificial Intelligence-powered unification will be the next comms game-changer: tech once again responding to our insatiable demand for better.

Theres no longer a huge technological leap required for smart UCaaS to evolve, adds Bleasdell.

Instead, the future of UCaaS will be shaped by how we leverage AI and how organisations grapple with the many different comms channels at their fingertips.

Simplifying that choice by bringing those channels together will be how we improve efficiency, productivity and user experience.

One thing is for sure, those three criteria on which businesses base their procurement choices are unlikely to change, regardless of what the future delivers.

So how might new-found simplification manifest itself?

At the moment, we might get several different messages about the same thing from several different people via several different channels, says Bleasdell.

AI can help us correlate multiple forms of related communications and will enable people to focus and streamline responses in a more intelligent way

For example, someone sends you an email with an attachment and then follows that up with a text message because its urgent. A smart communication platform will understand these two forms of communication are related and present both together to you so full context is understood without you having to hunt and find the related information.

Its about making the platform smarter and more integrated so that people dont have to work as hard and so they can have smarter conversations.

Barriers to any utopian new state exist, of course.

The software is likely to be the easy bit.

Cost and connectivity always the two factors upon which real transformation most depends are likely to limit the pace of change.

Human behaviours, too, cannot be discounted: the i-phone has remained the most expensive smartphone on the planet since its launch in 2007 but, illogically, its popularity has never waned.

And desk phones are likely to endure in one form or another too their complete demise surely a step way too far even for the most trailblazing of innovators.

But businesses WILL push on and UCaaS vendors WILL evolve rapidly, says Bleasdell.

We are experimenting with NextGen solutions now that I have no doubt will change everything.

Organisations and businesses will respond positively because helping their customers and their workforces to be better at what they do will always be their top priorities

It seems the future is set to simultaneously challenge AND deliver as it leads us further down our evolutionary road.

That means having a smart hand to hold is about as important as it gets.

To learn more about net2phones UCaaS offering, visit http://www.net2phone.com

simon

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The Evolution of UCaaS - UC Today