As we stand at the cusp of 2024, the landscape of unified communications (UC) and hybrid work is poised for another transformative year.
But what exactly is just around the corner? We asked 12 of the most forward-thinking minds in the industry to take a punt at the trends, technologies and challenges we might see over the next 12 months.
UC Experts:
- Blair Pleasant, President & Principal Analyst, COMMfusion
- Craig Durr, Research Director, The Futurum Group
- David Danto, Director Emerging Technologies, IMCCA
- Dom Black, Director – Research, Cavell Group
- Jon Arnold, Principal, J Arnold & Associates
- Zeus Kerravala, Founder & Principal Analyst, ZK Research
- Rob Scott, Publisher, UC Today
- Tom Morgan, Microsoft MVP
- Melissa Swartz, VOIP and Cloud Phone System Expert, Swartz Consulting, LLC
- Tsahi Levent-Levi, Founder, BlogGeek.me
- Dave Michels, Lead Analyst, TalkingPointz.com
- Rob Quickenden, Chief Technology Officer, Cisilion
As expected, our experts expect a huge focus to be on AI copilots, assistants, or companions. Businesses are expected to deploy AI, leading to a wave of trial and error in utilizing Co-pilot assistants for various tasks. The learning curve will be steep, with some organizations achieving success and expanding their use cases, while others may face frustration and setbacks. The industry is facing a learning experience, paving the way for refined AI applications by 2025.
Our analysts expect that the success of the AI trend in 2024 will hinge on the quality of an organisation’s data. The gap between companies with accessible back-end data and those with information silos will widen, giving a competitive advantage to the former. The emphasis is on building a foundation for data accessibility to create superior customer experiences, setting new standards for the industry.
Not Just AI, Surely?
As exciting as artificial intelligence is, it’s not the only thing that’s front and centre of our experts’ minds.
It’s no surprise that hybrid work will remain a top trend – or challenge – in 2024.
In 2023, Vendors have showcased technologies that provide tangible examples of successful hybrid work implementations.
Most businesses have settled on a two to three days per week in-office model, aligning with employee preferences. These factors are seen as converging to drive positive momentum in hybrid work in the coming year.
Alongside hybrid work is the continued blurring of lines between UC and customer experience. The convergence of customer and employee experiences within unified communication platforms is expecting to continue, but what impact will this have on a company culture, and our companies even ready for the knock-on effect of this trend?
Sticking with CX the evolution of the term “contact center” towards concepts like customer experience and engagement centers is another prediction, reflecting a paradigm shift in how businesses interact with customers.
Additionally, there is a call for a unification of UC platforms around chat, aiming to remove friction and enhance productivity by seamlessly integrating chat threads across different platforms.
Mobile and FMC Solutions Taking Center Stage
A significant focus on mobile and Fixed-Mobile Convergence (FMC) solutions is predicted in 2024. While FMC is not a new technology, there’s a recognition of the growing sophistication of mobile technology, enabling seamless integration of UCaaS applications with cellular networks. This shift is driven by key carriers globally, with millions of users already adopting mobile-enabled cloud communication solutions. FMC is anticipated to play a pivotal role as businesses prioritize remote work and seek advanced solutions for enhanced employee experiences.
As the industry navigates the complexities of AI integration, consolidation, industry-specific applications, hybrid work dynamics, cultural shifts, and mobile solutions, it’s clear that 2024 will be a year of evolution, adaptation, and continuous learning. Stakeholders must remain agile to leverage these emerging trends and technologies, ensuring a seamless and productive future of work.
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