Resilience and agility are key factors for communication systems, according to a Mitel study, which found that 92 per cent of midmarket and enterprise firms are prioritising hybrid communications models.
“The findings from the report confirm these challenges and show a desire from IT teams and business leaders to modernise and focus on hybrid communications systems to connect priorities,”
Luiz Domingos, Chief Technology Officer at Mitel, said.
The survey, conducted by analyst research firm Techaisle with a pool of around 2,000 midmarket and enterprise firms across the US, UK, Germany, and France, points to a pivotal shift in communications strategies.
How Hybrid Helps
With digital transformation racing ahead, many organisations are looking to upload their communication services to the cloud.
However, with a growth in cyber attacks, outages and regulations to contend with, companies want to be able to rely on their communication solutions to ensure mission-critical applications remain online.
“Today’s complex digital landscape presents organisations with many challenges, from security and regulatory compliance to evolving customer expectations and the complexities of hybrid work,”
Anurag Agrawal, Chief Global Analyst at Techaisle, said.
This survey highlights that enterprises are, as a result, investing in the infrastructure to support hybrid models.
Hybrid communication models combine new and existing on-premises with private and public cloud platforms.
This enables improved efficiency, control, resilience, compliance, and an AI-enabled user experience, which allow organisations to seamlessly integrate multiple tools and deployment models and provide a consistent front-end experience for users and customers.
In fact, 53 per cent of businesses see hybrid deployments as a way to stay agile in a rapidly evolving business landscape.
One of the major benefits of hybrid communications is the ability to leverage existing technology investments while incorporating new innovations.
Nearly half (45 per cent) of respondents indicated that maximising their current infrastructure is a priority, reducing the need for costly overhauls.
This allows companies to integrate AI-powered tools to enhance efficiency and improve customer experiences without sacrificing control over their data, crucial in an age of regulation.
“A strong foundation for hybrid communications is crucial for realising the full potential of modern, flexible, and AI-driven technologies,” Agrawal said.
The report highlighted how manufacturing (59 per cent) and hospitality (59 per cent) are the leading industries looking to invest in AI-powered solutions to extend communications and collaboration capabilities, both from the cloud and through the power of Edge computing.
In fact, of those surveyed, 53 per cent said they prioritise AI-powered capabilities in a UC provider.
With Microsoft’s UC suite having Copilot built in, introducing elements of AI into an organisation through its communication capabilities becomes low-hanging fruit for many enterprises.
Half (50 per cent) also said data control and security were critical elements, which supports a strong market focus on maintaining business continuity and mitigating security risk.
Thus, hybrid models allow them to utilise elements of AI without exposing too much data in a public cloud.
With the survey highlighting how 68 per cent of organisations globally are now adopting hybrid solutions for collaboration between remote and in-office teams, the needs of such organisations are only growing.
However, the hybrid approach can leave gaps in a UC solution when used by employees.
As a result, 41 per cent of respondents said they are looking to simplify their fragmented communication systems and improve data visibility by unifying their tools under one single platform.
Over half (52 per cent) of respondents said they are focused on enhancing customer engagement by upgrading communication solutions and delivering customer-centric experiences.
And alongside AI, video collaboration was deemed important by 98 per cent of respondents when selecting a communication solutions provider.
But it is not all roses. Stumbling blocks remain for wider adoption of hybrid communication models in countries like the UK.
Stumbling Blocks for Hybrid Adoption
Of those surveyed, 57 per cent cite data security and control as key concerns when implementing hybrid communication.
This is critical in regulated industries like finance, government, and healthcare, which coincidentally, are particularly reliant on outdated systems, with 68 per cent of respondents in these sectors using communication tools that are over seven years old.
This reliance on legacy technology is creating challenges in digital transformation efforts, increasing operational risks and limiting the adoption of AI-driven innovations.
Yet, the pursuit to get better customer engagement is being seen as a primary driver of modernisation for companies.
Improving customer interaction quality was cited by 52 per cent of respondents as a reason for upgrading communication solutions.
Mixed Motivations, Same Outcome
Despite companies wanting to pursue a hybrid communication system for different reasons, the fact remains the majority are pursuing it.
Whether it will be for unifying fragmented systems, integrating AI into their communications or accommodating customers better, modernisation is happening.
The study highlights how industry leaders believe that a strong hybrid strategy is essential for long-term success in today’s complex digital environment, and its flexibility allows them to tailor the approach to their business.
