Unified communications (UC) is the integration of communication methods, such as instant messaging, SMS, VoIP systems, video calling and more. In the past two decades, we’ve become overwhelmed by new technology to communicate used on a plethora of devices. UC ties all these bits of technology together to allow effective communication through seamless communication.
UC allows for easy usage as all devices can be connected and controlled through a single user interface, which can be accessed across multiple devices. This means you can connect with your customers through the most suitable device at a given time via one number. You can switch between devices with just one click.
It’s no surprise that UC has increased in popularity over the past year. Customer interest in unified communications as a service (UCaaS) peaked at 86% in 2020, and the market is projected to reach $60bn by 2027.
Unified communications as a service
As a cloud delivery model, the benefit of UCaaS is that you don’t have to set up any technology infrastructure. Instead, it’s installed by specialists, and providers will often offer other contact center capabilities such as auto-attendant, CRM integration, and call routing.
Remote working accelerating UC growth
Our research highlights that 74% of office-based companies are currently working remotely, in contrast to just 7% before the pandemic. While it’s clear that COVID-19 has accelerated the transition to remote working, 82% anticipate that most or some of their employees will want to continue working remotely post-pandemic. This has led to businesses assessing the best ways to stay in touch with their employees. For example, the sudden need for IP voice telephony aided the accelerated growth of UC.
The complexity of modern businesses makes tracking communication with customers and keeping track of various projects and information difficult. This can lead to repeat work and the delivery of poor customer service. UC exists to make communication a whole lot more streamlined and interconnected, offering an all-in-one solution.