The Present and Future State of UCaaS


Enterprise IT decision-makers have ranked and placed various technology as instrumental to business growth. When it comes to migrating and innovating departments with cloud, executives look for: 

  • Contextual intelligence, a way to look back and see past documents and historical communications. 
  • Advanced analytics to increase performance and for better monitoring. 
  • Artificial intelligence to improve customer experience and drive innovation and growth.  

It’s not surprising then, that UCaaS is moving in the direction of smart technology, incorporating data analytics, artificial intelligence (AI), machine learning (ML), augmented reality (AR) and connectivity with other products via IoT (internet of things). 

Advancements in UCaaS technology is already being employed in a limited capacity and will be fully realized in the years to come. But a few things you can expect now are detailed below.

Data Analytics 

AI and ML are used to aggregate and analyze data to help businesses better manage, track and improve the customer journey, as well as identify internal inefficiencies and training opportunities. In this way, data helps businesses apply the same metrics-driven approach to UCaaS that they employ on websites. 

Interactive Voice Recognition (IVR) 

IVR is an automated system that interacts with callers, gathers information via a combination of voice telephone input and touch tone keypad selections, and routes calls to the appropriate person/department. 

Voice Assistants 

Amazon has already integrated voice assistants into its Chime service, allowing users to start and end meetings via voice control. During a video conference, Alexa can be told to dial in a coworker or call up specific documents or emails related to a client. 

Augmented Reality 

The Cisco Spark Board is a good example of AR, it serves as both a video conferencing platform and a digital whiteboard. It works in both the physical and virtual environments – draw on it in the meeting room and your team can see it on their devices in real-time. Whiteboards can then be saved, shared and annotated. 

 IOT (Internet of Things) 

An example of IoT UCaaS deployment is with Mitel. They partnered with Charles de Gaulle Airport in France to outfit key airport functions with sensors that alert the appropriate staff when triggered. For instance, when a cabinet holding the automated external defibrillator is opened, the medical staff receives a message, or when the airport temperature exceeds a threshold, maintenance is informed. 

UCaaS providers are just starting to explore ways in which AI, IoT and AR can transform communication and productivity. 

 

Get to know more about UCaaS here.