Predictions in Unified Communications for 2017

As we welcome in 2017, we look back at where Cloud Communications has been in the past, and where it will move towards throughout 2017. We predict that more and more all-in-one platforms will begin to emerge in the Unified Communications space, digital and team collaboration will become more of a requirement for enterprise-level and mid-market businesses, compared to the “Nice to Have” label they have been given in the past. We predict that 2017 will continue to build on the trends of chat apps, collaboration apps and the flexibility of remote communications. The one thing that will help unify all three of these trends is to see it occur in one simple-to-use end user portal or app. Ease of use demands that a user can have full team collaboration and communication from one unified app. 

Business Mobility Required

Because of the advancement Internet infrastructure brings throughout the US and the World, mobility has become a modern day reality in the workforce. Even if it is just working remotely a few days out of the month, it’s the UC platform that has allowed this to occur. The mobile workforce has grown over the past few years, and it will increase its growth pattern in 2017. We have already started to see mobility become a forefront and major stepping stone for most, if not all, UC providers. With mobile apps becoming the new norm, it is more of a surprise for a provider not to have their own app. In fact, one could argue that the need for remote and mobile collaboration is partly, if not mostly, responsible for the major shift in the UC industry. With more and more mobile devices and connectivity reaching new levels – just look at 5G and what that will do – workers feel a new sense of freedom, while always staying connected.

In 2016, we were introduced to collaboration through the mobile network. Businesses like the idea of always being connected, anywhere and at any time. In the year 2017, it is safe to say the mobility trend will continue to expand as new technologies are presented to businesses to integrate with their existing mobile network. With major developments on the horizon, such as the previously mentioned 5G, and even WebRTC, we’ve noticed a huge impact on what is possible and expect to see even more expansion beyond our current capabilities. The next generation of mobile networking, 5G, will of course allow us to stay connected in even more locations and on the go, while WebRTC will allow even more video chat participation and seamless interactions online without the need to download plugins or apps. Video conferencing, document sharing, and constant connectivity are the heart of UC mobility and will continue to grow as we develop deeper ways to connect.

Cloud Based Chat

Over the past 3 years, we have seen companies move away from “Voice Only” cloud solutions. Some companies have turned to Skype for Business in an attempt to integrate Unified Communications requirements into their phone systems. Other Unified Communications platforms have created their own softphone or end user portal to provide Unified Communication options such as chat, team presence and more into their limited offerings. Team chat was once expected to remove the need for email. But that has not held true. Chat has become the “Text Message” for businesses. It is much easier to send a quick question via text message than to pick up the phone and leave a message and hope to receive a quick answer.

The real power in these cloud based chat apps is that, no matter what device you log onto – phone, computer, tablet – your chat will be exactly how you left it, existing almost forever in one constant thread. If you need to see that memo or reminder Bob sent you last week, you don’t have to bug him again for it, just scroll up your chat log and there it lives. In the past year, we’ve looked at Slack easily the most popular in the space, and its many competitors. With independent platforms showing the need and want for such a tool, it would be the next logical step to see this mode of communication become a standard inclusion in UC stacks in the near future.

Multiple Integrations and Open API Development

As UC stacks and platforms continue to evolve, support for developers to toy with these new tools has grown as well. Creating a seamless flow of work, allowing users to link together, or integrate, apps and platforms has existed for some time, but in a much different state than today. Previously, it was almost a monumental task, requiring hours and hours of hard work from independent developers to integrate business apps with their communication apps. However, thanks to providers now supplying users with their unique API, or application program interface, it is becoming easier than ever to link together multiple platforms and apps – because that’s exactly what an API is meant to do.

This increased level of integration will of course boost productivity, and allow users to continue to tailor and flex their tools and platforms to truly fit their team’s needs. Integration of a CRM and text-based customer support line, for example, will really benefit agents in helping them stay on top of all the necessary data. Other simple integrations, such as Google Mail or Calendar into Slack, helps keep tasks and emails organized to a much higher degree. Even Vonage CEO, Alan Masarek, shared a similar sentiment, of bridging together the islands of previously independent platforms. In the coming year, we will see even greater API support from providers, with developers taking advantage of these new connections in new ways.

Real-time Virtual Collaboration

As a result of the previous trends, there will be a massive rise in what can be called contextual collaboration. Thanks to the persistent chat, and APIs to create more and more integrations, users will be able to collaborate in totally new ways – with complete context. For example, instead of emailing back and forth a revised copy of a draft, two workers could jump into say a Cisco Spark room, and import a living breathing Word document that can be edited live, right in the chat window. This puts the context of the collaboration front and center, and allows work to flow freely around the context. Instead of details and explanations being buried in long emails, and downloading 15 copies of the same draft with only minor changes, work will happen directly in line with the document.

This trend will mostly be born out of these workplace chat apps, and as we see more providers adopting these apps, this form of collaboration will quickly spread. The development of new integrations will allow us to continue to grow this contextual collaboration, linking together more and more apps and platforms to your workplace chat, allowing users to share ideas instantly and work in parallel – rather than mindlessly waiting on revisions to Word documents or design changes to Photoshop images – to achieve a higher level of productivity, creativity and workmanship. Video conferencing, with other tools like screen sharing, will also expand contextual collaboration thanks to WebRTC, allowing users from across the country and globe to utilize and embrace new methodologies to collaborate with a renewed sense of enthusiasm for the valuable work they do.

Final Synopsis

Only time will tell whether our predictions will become a reality within the scope of UC trends for the upcoming year. However, based on what we’ve seen grow in 2016, and how the workforce is shifting as time marches on, we feel confident that our predictions will come to pass. Overall, we will see the continuation of an increase in agility and flexibility. UC will start to look a whole lot more enticing as doors open from every provider and APIs become increasingly available to truly build a system that works best for team collaboration and communication.

These adapted solutions will empower mobility, flexibility, and collaboration from anywhere at any time and on any device. Workplace chat will continue to rise, and we should begin to see native chat baked right into our UC stacks. This past year was an interesting one for UC – exciting developments are ahead, so hold on to your hat.