In a recent study that InterVision conducted with Pulse, 100 technology decision-makers across the US and from a variety of industries responded with insights into their existing and planned roadmaps for Unified Communications (UC) and Contact Center (CC). Read the full results here.
Unified Communications (UC) can be defined as “the managing and monitoring of different communication channels, like phone calls, webchat, video conferencing, and so on”—and the UCaaS is the “as a service” delivery model of UC.
In this post, we want to delve into a sampling of the survey’s findings:
A Disconnect Exists Between Options and Perceptions
Most tech leaders (59%) thought their IT staff was spending adequate time on managing their UC suite, but the majority (52%) also believed that they were spending too much time on a solution that was not right-sized for their business. This could imply a disconnect between perceived options and actual offerings in the UC provider space that allows for customization for a business. In fact, many third-party providers of UC solutions, such as InterVision, specifically tailor each UC solution to fit the unique needs of each business.
Contact Centers Are Increasing in Popularity
The majority of respondents (37%) are currently using or will continue to use Amazon Connect. Most (49%) said their current third-party provider was not meeting their expectations. The top considerations for selecting a contact center were ease of use, budget, and high client satisfaction. This is good news for companies searching for a new contact center solution: InterVision has launched an integrated service for Amazon Connect.
The Ability to Work from Anywhere Is Driving Purchasing Decisions
The fallout of the COVID-19 pandemic seems to have, indeed, upended the status quo of office work, as more organizations are turning to remote-enabled solutions for their employees, allowing them to work from home as needed. 40% of respondents say they are purchasing mobile phones for some employees and 36% say they are purchasing desk phones for some employees to use at their home office.
Strategize for the New Year
To read the full survey results, go to the InterVision website here.
