UCAAS
Connecting the Workforce
Although where we work is still up for debate, keeping us online is the main priority.
While the consensus from managers may be that the office is the best place to be, remote working is still a huge priority for the employees. While that war may rage on, the job of connecting employees in and out of the office has become more challenging as phone calls become video catch-ups that rely on bandwidth that may not be suitable. Therefore, UC Advanced asked some key questions to get a temperature check on the UCaaS sector: ? What is the state of the market for Unified Communications? Steve Rafferty, VP International, RingCentral: “As businesses have transitioned from outdated communication systems and adapted to dispersed workforces, UCaaS has emerged as a favoured solution due to its flexibility and scalability. “By 2032, the UCaaS market is expected to grow to $311.6 billion, and over 80% of organisations will rely on UCaaS for their primary communication needs. This surge is attributed to the rising trend of remote and hybrid working models, global cloud accessibility, and an ever-increasing demand
for adaptable solutions. “UCaaS solutions have continued to evolve beyond traditional voice calls to incorporate a wide range of communication channels, including video conferencing, instant messaging, file sharing, and presence indicators. The many modalities enable seamless communication and collaboration across multiple devices and platforms. Therefore, organisations can access advanced communication and collaboration features without the need for extensive on- premises infrastructure.” Justin Hamilton-Martin, Director of Product Strategy, Enreach “The market is in good shape with a number of high-quality solutions available and an established channel structure. There is however a gap between the potential for the wider product portfolios and the sales teams’ ability to engage and convert customers. “We are talking a lot about the CX’s potential, but in the SMB space, I think the channel is struggling to get sales teams properly focused on the benefits to achieve conversion. This may be down to focusing on ‘new customers’ rather than additional revenue growth from existing customers, or it may be due to a lack of experience in translating features into desired customer outcomes. Whatever the reason, it feels like we are behind where we should be with CX’s real growth.” Andrew Cooper, Head of Nimans Connect: “Unified Communications has gone through its natural transition, whether you call it Cloud Telephony, UCaaS, or CCaaS it has a foothold now but the interest has probably levelled a little bit. “In times gone by channel magazines would talk about the death of the PBX but PBX is still being sold because technology never moves forward as fast as vendors want it to and
Steve Rafferty VP International
ringcentral.com
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