Unified Communication Market in 2020

Companies across the globe are competing fiercely. They are aware how organizational and workforce mobility will play an important role in achieving their goals. The Unified Communication market will be the biggest gainer from this competition as it eyes $75.5 billion in revenues by the end of 2020. Smartphones are penetrating every household and this will fuel the demand for UC or Unified Communication products.

Unified Communication is a platform that integrates multiple communication applications into a single entity. Both real time and non-real time communications can benefit from the services offered by Unified Communication. IP and voice telephony, data sharing, instant messaging, video conferencing, call control, speech recognition and other real time communications will be able to use unified communications and automate customer experience. E-mail, SMS, fax and voicemail are some of the non-real time communications that can use UC for enriching customer experience.

The best thing about Unified Communication is that it helps in course correction of business processes. This facilitates quicker delivery and execution of information. Users are able to communicate among themselves by using a variety of devices, media and communication models from anywhere. The UC industry acknowledges a variety of communication models like unified messaging, transactional and informational systems, collaboration and interaction systems along with several other real time and non-real time systems.

The Unified Communication market is going to be driven by the rise in high-speed broadband usage and the availability of wireless networks. There is also substantial growth in the 3G and 4G technology as well. The market is going to grow over the next few years as there is a huge growth in unified communication as a service, number of mobile device users in the world and the growing acceptance of BYOD or Bring Your Own Devices.

Unified Communication service is being used even in the enterprise social networking, which will boost the market growth. Owing to the developments in new technologies which facilitate communication over a variety of end point devices, the UC market is going to experience healthy growth. The only challenge that the industry is going to face is the communication gap along with the high investment from different vendors.

Let us draw some insights from some of the Unified Communication market elements:

Product Insight

On-premise and hosted are the two broad categories of the unified communication market. The on-premise system offers advantages like easy management, better control and customization. However, it is very important to hire dedicated maintenance staff along with properly trained staff to maintain on-premise systems.

This is one big reason why users prefer the hosted or cloud-based systems over the on-premise systems. The development of cloud technology and cloud based systems will be driving the UC market in the coming years. The cloud-based systems are much easier to maintain and offer quick scaling features, which help in reducing capital expenditure.

Application Insights

Unified Communication market is being dominated by enterprises and all the credit goes to the adoption of IT for business process improvement. Unified Communication systems offer a lot of other features like mobility ad collaboration. Thus, Unified Communications result in improvement in efficiency of companies fuelled by better productivity.

Regional Unified Communication Market Insights

North America and Europe are the biggest Unified Communication markets as these two are witnessing considerable growth over the past years. The improvement in their communication infrastructure has immensely helped the UC market. The future is also bright as Unified Communication service providing companies are eyeing bigger markets like China and India.

About Nebula Solutions

Nebula Solutions (originally Technology Convergence Group (TCG)) is a provider of business telecommunication solutions in the Dayton, Columbus, and Cincinnati, Ohio areas. Nebula Solutions is a Toshiba Platinum Dealer, which is the highest attainable certification level. Nebula Solutions supports all Toshiba telephone systems from the IPedge VoIP system all the way to Strata communication systems. At Nebula Solutions, our technicians are Toshiba certified and have an average of over 20 years of experience.

Call (888) 257-0955 today for all your telecommunication needs.

 

VoIP Phone Service & Contact Center Integration

Last month we spoke about Unified Communication and Service Providers. Let us now look at VoIP Phone Service integration in a contact center.

Unified Communications (UC) is one of the most popular subjects currently. Several companies maintain the traditional TDM voice network along with a separate data network. Smaller companies don’t have adequate budget to maintain any other communication setup. However, a few of them have the necessary funds to have a single VoIP network or can supplement their existing communication setup with a VoIP phone service.

There is more to the story than meets the eye. Most of these companies do not look beyond this initial cost saving. They don’t realize that this does not serve any purpose in the long run. In doing so, they miss out on the full operational benefits of VoIP phone service based center, with an integrated unified communication system. Unified communication helps the enterprises in taking the advantages of presence and collaboration.

Uniform Network for Voice And Data

The very basic or bottom line of the concept of UC integration with the Contact Center revolves around the presence of a single VoIP phone service network, which supports both data and voice over a uniform network system. This provides the liberty of carrying out various functionalities like voice-to-text and voice-to-voice conversation, online directories and the likes. It also helps enterprises in saving the telecommunication expenses by effective routing of calls over the standard data network free of cost.

Besides cost cutting, UC integration can also help in virtualization of the centers and streamlining the calls. There are a number of big players in the market with multiple contact centers. In the case of these large scale enterprises, an effective UC integration helps in handling calls by off-premise workers (primarily by the home-based agents) with VoIP phone service setup. Again, since under this new arrangement the entire operation can be carried out on a uniform network, it becomes much easier for management to manage the entire operation. This, in turn helps tremendously in performance improvement.

Presence

This is another factor that makes an immense difference. Presence is the ability to recognize the ones who have logged in to the given network. The arrangement is somewhat similar to Skype or other VoIP based services, where one particular is able to see the contacts that are online at a given point in time.

Presence helps the companies in handling and managing calls outside the premises of their formal contact center. An effective UC integration makes sure that the companies can have the “presence” factor in place in a feasible way. This means, whenever an agent logs into their VoIP phone service, even outside the premises of the contact center, they can monitor his or her activities, from their unified command center. The management can see what the agents at VoIP phone service set ups are doing – whether they are taking calls, or sitting idle, are waiting to take calls, doing the post-call activities like leaving notes, or are on calls.

UC integration can be beneficial for the agents’ perspective as well. If an agent fails to resolve any issue, or if the customer online wants to talk to a supervisor, the agents can quickly rout the call to the respective department, or can deliver the call to another agent or SME (Subject Matter Expert). In short, an effective UC integration helps streamlining the calls. So “Presence”, in short helps increase the FCR (First Call Resolution), thus improving the customer satisfaction quotient.

Collaboration Through VoIP Phone Service

Last but not the least, the amalgamation of UC with a Contact center helps in collaboration. This allows the users to effectively communicate with each other electronically, for instance by messaging, sharing websites, desktops, and so on.

About Nebula Solutions

Nebula Solutions (originally Technology Convergence Group (TCG)) is a provider of business telecommunication solutions in the Dayton, Columbus, and Cincinnati, Ohio areas. Nebula Solutions is a Toshiba Platinum Dealer, which is the highest attainable certification level. Nebula Solutions supports all Toshiba telephone systems from the IPedge VoIP system all the way to Strata communication systems. At Nebula Solutions, our technicians are Toshiba certified and have an average of over 20 years of experience.

Call (888) 257-0955 today for all your telecommunication needs.