5 Ways UCaaS Is Changing Business Communications

UCaaS will increasingly use artificial intelligence to efficiently serve end users.

Sometimes, it seems as if modern business communication has landed somewhere between episodes of Star Trek and the Jetsons. Unified communications as a service (UCaaS) seamlessly delivers the kind of convenience and efficiency that, just a few decades ago, was the stuff of science fiction.

UCaaS is delivered through the cloud, so enterprises have access to a host of features and tools, but they only pay for what is actually used. From a digital receptionist to call forwarding and videoconferencing, there are a variety of options available that allow even the smallest startups to present a professional face to the public.

UCaaS will become a more common choice as enterprises come to the end of their telephone contracts and are positioned to evaluate the communications technology now available. UCaaS will continue to evolve due to five emerging technologies that will equip it for even broader functionality:

Artificial Intelligence (AI): AI and machine learning are becoming critical drivers of communications technology changes. New capabilities allow customers to call in and have routine issues resolved quickly, such as paying an invoice or finding out the status of an order. When the question is more complex, AI can recognize that a live agent is necessary and automatically forward the caller to an experienced representative.

5G Connectivity: The highly anticipated implementation of 5G connectivity will mean faster speeds and lower latency, as well as better reliability. All of these elements will lend themselves to sharper reception for features such as videoconferencing and voice calls.

Integration: UCaaS will continue to be more integrated with other applications and with the various devices that employees use for communications. Features will switch seamlessly between devices, and users will alternate between communications formats with ease. Customers who initially send an instant message can switch to a voice call, while the agent is able to see the entire interaction that preceded the phone call.

Microservices: Rather than monolithic, sweeping technology changes, enterprises are embracing migration through microservices, which are highly specific and allow for quick victories within a digital transformation strategy. Time-to-market is faster, and enterprises are able to prioritize agility to meet business objectives with technology solutions.

Cloud-native solutions: Rather than implementing software that is cloud-ready, more enterprises will prioritize cloud-native technology that promotes integration with UCaaS, lower costs, and quicker launches. One advantage of UCaaS is that it will have the agility to adapt to each new cloud-native development that better equips enterprises.

If you’re interested in how UCaaS can disrupt business processes in your enterprise, contact us at Compass Solutions. We can assess your needs and recommend solutions based on your budget and business requirements.

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