What’s Next? Discussing the Future of UC with BICS

Exclusive insights from BICS straight from Enterprise Connect 2023

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What’s Next? Discussing the Future of UC with BICS
Event NewsUnified CommunicationsInsightsNews Analysis

Published: April 6, 2023

Rob Scott

Rob Scott

Publisher

It’s no secret that the cloud communications landscapes have been going through some major changes in the last couple of years.

Ever since the pandemic accelerated digital transformation, innovation has skyrocketed, allowing companies to explore new and improved ways to unify teams and delight customers. BICS, a leader in digital communications, is operating on the frontlines of this evolving landscape, supporting companies with a rapidly evolving selection of crucial tools.

At this year’s EC 2023 event, we caught up with the new CEO of BICS, Matteo Gatta, to capture his insights on the marketplace, future challenges and opportunities, and the growth of the BICS business.

The Transforming Cloud Ecosystem

While Matteo told us taking over a company in the middle of a pandemic was quite the challenge, he also believes he’s had an excellent opportunity to get involved in the transformation of the company. As disruptive as the pandemic was, it also acted as a catalyst for the growth of digital transformation, which allowed BICS to enhance its position in the growing market.

“We adapted quickly to an environment where companies are looking increasingly for openness and flexibility. Today’s organizations want to be able to consolidate all of their communication tools in one environment, leverage APIs, and take advantage of new resources as they emerge. At BICS, we’re creating solutions that address the connectivity and growth challenges companies are facing.”

Matteo noted the demands for connectivity in the business landscape have evolved in recent years. Companies don’t just need SIP trunks, they need numbering resources, mobile connectivity, and the ability to scale into new landscapes quickly. Today’s businesses want to ensure they can be responsive for their customers, and overcome technical issues with the right tools. What’s more, Matteo told us that companies are focusing heavily on the balance between managing high-quality voice traffic and protecting their customer’s data and privacy.

Changing Priorities in the Communication Space

While, during the pandemic, companies were forced to adapt rapidly to the evolving digital landscape, BICS, and many other organizations are now seeing business buyers taking a more strategic, selective approach to the technologies they implement. Today’s businesses are rethinking their tech stack with a focus on not just service dependability and quality, but also regulation.

“As companies continue to expand in this new landscape, they need to ensure they’re taking regulatory compliance into account, and adapting to the various guidelines emerging in different parts of the world. I think being able to deliver on compliance is part of what makes BICS such a favorable solution for many of the companies we work with.”

Going forward, Matteo has an optimistic view of the future. He believes the technology transformations taking place in the current world have opened the door to new business models and opportunities. What’s more, he sees a future for the disruptive tools entering the space today.

“I think CX will be empowered by generative AI and similar solutions, but the customer experience will still rely heavily on human input. I think in general, there’s a lot of growth to look forward to. We’ll see contact centers becoming more intelligent, but also more engaging, with video, and other resources. I think the important thing to remember is that the importance of clear, empathetic and secure communications will remain strong going forward.”

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