There are many reasons large enterprises are migrating to Unified Communications as a Service (UCaaS). The cost advantage of a single cloud-based platform for managing an entire organization’s voice, video, messaging, and conferencing needs is self-evident. Early adopters have also discovered other gains, less quantifiable but just as important.
Migration to the cloud is increasingly central to both data and application strategies at large organizations. Gartner identifies overall cloud uptake as “becoming a necessary component for building business competitiveness.” This dovetails with the growing trend of combining modes of communication at large organizations, for better managing their diversity of service needs and client expectations.
Is your organization seeking tools to enhance scalability, enable better outcomes with clients and customers, improve internal cohesion, and more efficiently communicate brand identity? UCaaS can help simultaneously address those concerns, without disrupting existing operations.
Behind the UCaaS boom with large organizations
Since 2020, the momentum toward UCaaS in both the private and public sectors, and especially by large organizations, has been undeniable. Globally valued at $49 billion in 2023, the UCaaS market has been steadily growing ever since, estimated to reach $216 billion by 2032. In explaining these numbers, Fortune Business Insights predicts “the large enterprises segment is likely to fuel the market growth significantly.”
A case for adoption can be put succinctly as getting more by paying less. Instead of requiring different stand-alone devices to enable voice, video, and messaging communications, UCaaS brings it all together in one platform, connected by the cloud. IT demands are minimized while delivering a seamless multi-channel experience.
“Unified Communications brings together all the various forms of communication,” explains Sandra Krief, Senior Vice President for Service Providers at RingCentral. “Gone are the days of needing multiple vendors and applications that each operate in their own silos and don’t communicate with each other.”
This coordination offers just part of a holistic synergy that enables large businesses to incorporate specific communications services and solutions that work for them. Because they are hosted in the cloud, they can be updated or expanded without requiring large capital expenses or organizational adjustments.
Internal advantages: Achieving collaboration quickly
One way UCaaS is so well suited for larger enterprises is how it seamlessly manages the ever-constant rhythms of growth and change. The bigger the organization, the more vulnerable it becomes to the demand for continuous expansion. UCaaS is designed with this in mind.
Insurance brokerage and consulting firm Foundation Risk Partners has embraced a strategy of massive expansion in a short time. In just six years, they have acquired 174 insurance agencies and related businesses across the United States. For this to work, managing complexity in tandem with organizational needs is essential. A critical tool to this end has been their adoption of RingCentral.
“The slick interface, really strong controls, and overall simplicity are the biggest things,” explains Rich Dinan, Chief Information Officer, Foundation Risk Partners. “Unified Communications with RingCentral allows us to move 90% of our company to soft phone only, which obviously cuts down on our service and support expenses. Add to that the fact we now have a vast communications service designed to fit into the pocket of each employee.”
Successful collaboration like that enjoyed by Foundation Risk Partners requires tools to foster communication across different channels and locations. The RingCentral platform incorporates not only video, voice, and conferencing capabilities, but numerous features to enhance community engagement. These include screensharing, IM chat, and call routing.
External advantages: Improving connectivity
The mobile revolution has changed the way we conduct our lives. Whether your organization is a large private business or a busy city agency, people want to work with someone who can be there for them—wherever they happen to be.
UCaaS is a seamless tool for creating interactions that are both more successful and meaningfully personal. It can help customers and clients connect with the right people. It can foster a stronger brand identity with designed hosting and greeting features. It can also measure success by tracking engagement and sales, creating a basis for continual refinements along the way.
Cisco Webex has long been a leader in developing immersive communications experiences for large businesses. With the incorporation of AI features, Webex offers its customers transcriptions, captioning for the hearing-impaired, and multilingual support.
Agentic AI opens a wide spectrum of service opportunities in the UCaaS realm that larger organizations can benefit from. In terms of customer service, chatbots can sort callers by identifying areas of concern and transferring them to the right office for assistance. Call centers can be equipped with agentic AI tools to streamline issue resolution. UCaaS can also capture data critical to customer satisfaction, everything from hold times to caller prioritization.
Staying on the same page
The best reason for choosing a UCaaS solution at any large organization is facilitating the need to grow. Operating under a single well-understood platform minimizes confusion between offices that are both geographically dispersed and service widely different functions.
Large organizations understand they are better positioned for success when employees can manage their workloads from anywhere, including at home, on a train ride, or while visiting another office. They also want a platform that delivers a more consistent, less siloed experience for their customers and stakeholders.
UCaaS enables all this while reducing expense and the difficulty that comes with juggling multiple communications platforms. Not to mention the ability to offer end-to-end encryption and reliable uptime. No wonder use has been taking off across multiple industries.
How Spectrum Business can help
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Source: News