Expert Insights: 2023 Unified Communications Predictions
Today, unified communications (UC) technology is more than just IP phones and simple features like live chat. You’ll want to partner with a local provider who can help guide you toward the right mix of today’s solutions and evolve with you in the future.
TCI has been supporting the DC Metro Region for 40 years and we’re here to help. As we look toward the new year, we know many organizations will be modernizing their communications systems to streamline operations and keep employees and customers connected.
Our strategic technology partner, Mitel has weighed in on what UC will look like in 2023. Here are their predictions.
Generative AI will take off.
Generative AI can create content automatically. It has the potential to revolutionize certain aspects of business, specifically when it comes to content marketing and contact center communications.
The technology can improve the chatbot experience on websites and provide personalized content to customers based on their history. In the contact center, Generative AI can produce content for agent coaching. It can also document and summarize interactions between agents and customers, creating content that can be used for training and development.
Organizations and UC providers need to stay on top of the role Generative AI will begin to play and be able to incorporate the content produced by it into their UC technology stacks.
CISOs will focus on recruiting employees to play a bigger role in preventing attacks and securing edge devices.
Phishing attacks rose in 2022 and organizations are concerned about unauthorized access or leaks of their proprietary information. Business leaders need to raise employee education and vigilance in avoiding ransomware, phishing, and other threats coming in email, texts, and social media.
Another challenge is securing a rapidly expanding universe of edge devices, both professional and personal. Most employees work on multiple devices, and you can’t protect what you don’t know about, so auditing and securing a widely dispersed infrastructure will be essential.
Mitel and TCI offer a software assurance (SWA) subscription that keeps your UC up to date on the latest software, security fixes, and compliance requirements.
A one-size-fits-all approach to delivering UC will no longer work. Organizations are demanding customized solutions.
Customers have many communication technology choices today, and many use a mix of infrastructures. In 2023, the world’s business communications will occur across a panorama of on-prem, private cloud, hybrid, and UCaaS systems.
Currently, deployed on-premises solutions lead the pack, but Mitel’s survey found that over 40% of enterprises are combining their on-premises solutions with a cloud solution, and almost half are either evaluating or currently moving their on-premises communications to the cloud.
UC providers need to fully embrace Customer Lifecycle Management as organizations look for the right communications solution to deliver long-term value for both the customer and employee experience.
With so many choices regarding technologies and deployment options, organizations need more than just a drop-ship phone provider. They need a local partner who can support them on-site and guide them toward solutions that support shared workspaces, file and screen sharing, and a mobile-first design. Businesses are looking for a quick and sustainable ROI that empowers their customers to collaborate and complete tasks from anywhere.
Our local team of experts is ready to advise you on the best path forward as you implement your 2023 plans. Contact us at (703) 321-3030 or GetHelp@tcicomm.com.