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Key Unified Communication Trends that will Help Businesses Stay Ahead

By CIOReview | Friday, July 24, 2020

With the world being digitized, business communication is all about collaboration, customer experience, and remote intelligent communications.

FREMONT, CA: It was not long ago that artificial intelligence (AI), video-enabled devices, and virtual assistants were ambitious concepts. But in the present scenario, unified communication has been enabled with these technologies. The adoption of unified communication trends is the top priority for business owners in 2020. When it comes to business communications, businesses need to adopt the latest technologies in order to be ahead of the curve. Today, it is not just the technology that is changing the game but also the customer expectation.

Here are some of the unified communication trends business owners must refer to be ahead of the competition.

Cloud Communication

The reality of cloud communication is apparent, and is more efficient and futuristic. Cloud communication facilitates instant messaging, its presence throughout platforms, video and web conferencing, call recording and team collaboration. Unlike on-premise solutions, cloud contact centers are budget-friendly and flexible. Cloud service is not going to become obsolete, like the premise-based solutions.

5G Connectivity

5G connectivity is a real gift for mobile users. 2020 has become the dawn of 5G technology, and the world will witness the impact of 5G over internet connections and speed. This major technology update will affect all the industries, but the telecom industry will see one hundredfold improvement in connectivity and speed. The adoption of 5G will profoundly impact video conferencing, virtual and augmented reality, and mobile VoIP as well.

Artificial Intelligence

Artificial intelligence-based virtual assistants are paving their way into the business realm. A virtual assistant can listen to the customers call leveraging the natural language processing and intelligently route calls to the right agent. The same software can simultaneously deliver information about the customer to the agent for a better experience. This will help the companies to reduce customer wait time and improve the response rate.

Besides all this, Artificial Intelligence has made access to intelligent analytics more common. Artificial Intelligence ability to analyze the data quickly has made it possible to set up smart call centers offering an omnichannel experience to the customers. AI has enabled call centers to do sentiment analysis on live customer calls, where AI bots learn to understand the emotional state of the caller. Speech Analytics capabilities are beneficial for business owners, as this makes the interaction of customer care agents with callers more personalized.

See Also: Top Artificial Intelligence Companies