{"id":4810,"date":"2020-12-17T10:48:44","date_gmt":"2020-12-17T10:48:44","guid":{"rendered":"http:\/\/internal.n4engage.co.uk\/?p=4810"},"modified":"2020-12-23T10:39:33","modified_gmt":"2020-12-23T10:39:33","slug":"unified-comms-predictions","status":"publish","type":"post","link":"http:\/\/internal.n4engage.co.uk\/2020\/12\/17\/unified-comms-predictions\/","title":{"rendered":"Unified Comms: Lessons from 2020 and Predictions for 2021"},"content":{"rendered":"\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container\">\n<figure class=\"wp-block-gallery columns-4 is-cropped\"><ul class=\"blocks-gallery-grid\"><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-997x1024.png\" alt=\"\" data-id=\"4358\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4358\" class=\"wp-image-4358\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-997x1024.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-768x789.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-1495x1536.png 1495w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-1993x2048.png 1993w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Richard Buxton, Director<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/Jordan-Kirby.png\" alt=\"\" data-id=\"4841\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/Jordan-Kirby.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4841\" class=\"wp-image-4841\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/Jordan-Kirby.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/Jordan-Kirby-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/Jordan-Kirby-146x150.png 146w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/Jordan-Kirby-768x789.png 768w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Jordan Kirby, Technical Manager<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/ShaneDove-2.png\" alt=\"\" data-id=\"4860\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/ShaneDove-2.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4860\" class=\"wp-image-4860\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/ShaneDove-2.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/ShaneDove-2-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/ShaneDove-2-146x150.png 146w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/ShaneDove-2-768x789.png 768w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Shane Dove, Sales Director<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/SteveDenby.png\" alt=\"\" data-id=\"4846\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/SteveDenby.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4846\" class=\"wp-image-4846\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/SteveDenby.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/SteveDenby-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/SteveDenby-146x150.png 146w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/SteveDenby-768x789.png 768w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Steve Denby, Head of Sales Enablement<\/figcaption><\/figure><\/li><\/ul><\/figure>\n<\/div><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>How we communicate, in business and in our personal lives,&nbsp;has&nbsp;changed massively&nbsp;over the last&nbsp;year. No longer in the close confines of an office or&nbsp;our&nbsp;friends\u2019&nbsp;and families\u2019&nbsp;homes, we&nbsp;have&nbsp;turned instead to Unified Communications (particularly&nbsp;collaboration apps) to keep our conversations going.&nbsp;&nbsp;<\/p>\n\n\n\n<p>With such a focus on&nbsp;Unified Communications (UC)&nbsp;this year, it seems only right that we reflect on how this aspect of business has evolved and the direction it\u2019s heading in.&nbsp;<\/p>\n\n\n\n<p>Communication&nbsp;is at the heart&nbsp;of&nbsp;every organisation and&nbsp;preparing&nbsp;for UC in 2021 means&nbsp;understanding how you can&nbsp;become more agile, delight customers and stay ahead of the competition.&nbsp;<\/p>\n\n\n\n<p>In this blog post, we&nbsp;discuss what we\u2019ve&nbsp;learned this year and provide&nbsp;four&nbsp;2021 UC predictions to prepare you&nbsp;for&nbsp;what\u2019s next.&nbsp;&nbsp;<\/p>\n\n\n\n<h3><strong><span style=\"color:#69be9f\" class=\"has-inline-color\">Lessons learned<\/span><\/strong><\/h3>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>There is a use case for Unified Comms (UC),&nbsp;for almost every business&nbsp;<\/strong><\/p>\n\n\n\n<p>This&nbsp;use case&nbsp;turned out to be&nbsp;a global pandemic and the Government\u2019s announcement that everyone (who could) should work from home. The pandemic really&nbsp;shone a&nbsp;light&nbsp;on the&nbsp;need for&nbsp;almost&nbsp;every organisation to have a remotely accessible collaboration platform.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Here at N4Engage, we saw customers from various sectors \u2013 banking, automotive, insurance and so on \u2013 requesting fast deployment of collaboration solutions, that only 18 months ago they were adamant they didn\u2019t need.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Multi-site&nbsp;businesses&nbsp;have gone from&nbsp;say,&nbsp;20 sites, to needing support for 800+ home offices, which means keeping&nbsp;all of&nbsp;their employees&nbsp;connected and collaborating with each other. With the home office the standard operating model for now, UC is&nbsp;key&nbsp;to business continuity.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>Collaboration apps are&nbsp;a&nbsp;reasonable&nbsp;(and sometimes better) substitute for&nbsp;other&nbsp;communication channels<\/strong><\/p>\n\n\n\n<p>Alongside&nbsp;accelerated&nbsp;adoption of collaboration technologies, we\u2019ve seen a big shift in how comfortable people&nbsp;feel&nbsp;with&nbsp;being on camera.&nbsp;&nbsp;<\/p>\n\n\n\n<p>People from all generations&nbsp;are&nbsp;using video, some of the uneasiness has gone,&nbsp;and a new social etiquette is emerging. (Sidenote:&nbsp;yes, switch on your camera when you\u2019re kicking off&nbsp;that&nbsp;important project with a new customer).&nbsp;&nbsp;<\/p>\n\n\n\n<p>Group chat and instant messaging&nbsp;have&nbsp;increased too, in the absence of a desk-based phone or being able to chat across an open-plan office.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Here at N4Engage, we\u2019ve also seen a decline&nbsp;in telephony traffic. A significant number of people that now have access to collaboration tools are using them to host a meeting, for what would have previously been a point-to-point call.&nbsp;&nbsp;<\/p>\n\n\n\n<p>This has likely come about because&nbsp;it\u2019s easy. Leading collaboration tools are integrated with apps like Outlook, which means&nbsp;with just the click of a button you can&nbsp;add Microsoft Teams or&nbsp;<a href=\"https:\/\/www.n4engage.co.uk\/products\/video-conferencing-online-meetings\/\" target=\"_blank\" rel=\"noreferrer noopener\">Webex Teams<\/a>&nbsp;to&nbsp;a&nbsp;meeting&nbsp;invite. Far easier than&nbsp;desperately&nbsp;searching for your invitee\u2019s&nbsp;number&nbsp;minutes before&nbsp;the&nbsp;meeting starts.&nbsp;<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>When it comes to choosing collaboration&nbsp;apps, user experience is king<\/strong><\/p>\n\n\n\n<p>As illustrated above,&nbsp;people&nbsp;prefer&nbsp;technologies that are easy to use over those that aren\u2019t.&nbsp;&nbsp;<\/p>\n\n\n\n<p>When we look at the collaboration apps that have come out on top this year,&nbsp;it\u2019s clear that&nbsp;great user experience&nbsp;has&nbsp;got them there. People want&nbsp;applications&nbsp;that are simple to use and don\u2019t seem to care quite so much about vendor pedigree or&nbsp;an&nbsp;endless list of features.&nbsp;&nbsp;<\/p>\n\n\n\n<h3><strong><span style=\"color:#69be9f\" class=\"has-inline-color\">2021&nbsp;collaboration&nbsp;predictions<\/span><\/strong><\/h3>\n\n\n\n<p>Looking to 2021, we predict\u2026&nbsp;<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>Businesses will refine&nbsp;collaboration&nbsp;solutions&nbsp;for remote and hybrid working&nbsp;<\/strong><\/p>\n\n\n\n<p>2021 will be the year that&nbsp;enterprises&nbsp;bring rapidly adopted collaboration solutions in line with business policies, which in some cases&nbsp;were relaxed to enable speedy adoption. Now,&nbsp;businesses are moving from a \u2018best endeavours\u2019 approach to&nbsp;\u2018remediation\u2019 of their remote working solutions.&nbsp;&nbsp;<\/p>\n\n\n\n<p>This involves addressing&nbsp;various concerns,&nbsp;from securing end-user devices.&nbsp;to rolling out new applications and updates to large, home-based&nbsp;workforces, to implementing call recording and reporting for compliance.&nbsp;&nbsp;<\/p>\n\n\n\n<p>There\u2019s also&nbsp;the productivity side of collaboration solutions. To get a better handle&nbsp;on this and drive efficiencies, businesses&nbsp;will&nbsp;be looking more closely&nbsp;at data, identifying what\u2019s going on in their workforce and where they might need to&nbsp;make adjustments.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>We\u2019ll say goodbye to legacy on-premises PBXs<\/strong><\/p>\n\n\n\n<p>2020 opened&nbsp;business leaders\u2019 eyes to the need for more flexible collaboration systems, that enable people to work productively from wherever they are&nbsp;\u2013 onsite, in the field or at home.&nbsp;&nbsp;<\/p>\n\n\n\n<p>So,&nbsp;undoubtedly,&nbsp;we\u2019ll continue to see the retirement of less flexible solutions such as on-prem legacy PBXs (of which there are&nbsp;many).&nbsp;&nbsp;<\/p>\n\n\n\n<p>However, rather than migrating to hosted telephony solutions,&nbsp;many businesses will move to one of the new collaboration applications and only enable telephony features for those users who need them.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>Video will remain a key communication channel&nbsp;<\/strong><\/p>\n\n\n\n<p>While on-prem PBXs are on their way out,&nbsp;video is on the up, and we expect to see more businesses embracing&nbsp;such&nbsp;collaboration trends&nbsp;in 2021.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Over the last year, video has reigned supreme as a way for people to communicate with each other&nbsp;\u2013 whether socially at home, in an enterprise environment or for customer contact. The evolution is two-fold: customers are&nbsp;now used to accessing services via video, while agents, too, are showing a preference for video interactions with customers and colleagues alike.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Beyond customer services and elsewhere in the workplace, video conferencing will continue to play an important role in engaging staff, reducing isolation and&nbsp;improving&nbsp;the mental health&nbsp;of&nbsp;the workforce.&nbsp;&nbsp;<\/p>\n\n\n\n<p>We\u2019ll see increased uptake of video across different sectors, with&nbsp;organisations&nbsp;that traditionally stuck to in-person services (such as healthcare providers) moving&nbsp;even&nbsp;more in the direction of video.&nbsp;&nbsp;<\/p>\n\n\n\n<p>With the&nbsp;rise of video, there will&nbsp;be demand for a higher quality experience.&nbsp;So&nbsp;expect to see everything&nbsp;improving in quality &#8211;&nbsp;from your camera and headset hardware through to features on the UC clients.&nbsp;<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#009bff\"><strong>UC tools will&nbsp;just&nbsp;keep getting better<\/strong><\/p>\n\n\n\n<p>UC&nbsp;tools&nbsp;like&nbsp;Microsoft Teams and&nbsp;Webex&nbsp;Teams have released new features at speed&nbsp;this year\u2013 from breakout rooms to polls&nbsp;to&nbsp;fun background tools.&nbsp;It\u2019s&nbsp;not going&nbsp;to stop&nbsp;here, as vendors pump more R&amp;D resource into competing with one another and getting a bigger share of the market.&nbsp;&nbsp;<\/p>\n\n\n\n<p>In addition to more features, we expect there will&nbsp;be more integration between clients, so that&nbsp;presence works across platforms. This could include extensions&nbsp;for adding content and meeting notes to productivity applications.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\"\/>\n\n\n\n<div style=\"height:28px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>The takeaway?<\/strong>&nbsp;2020&nbsp;has&nbsp;been the catalyst for really changing the way we work, and the way businesses operate. With&nbsp;mass vaccination&nbsp;on the horizon, it looks like we will resume some of the \u2018old\u2019 ways of working&nbsp;&#8211;&nbsp;but not without abandoning new&nbsp;collaboration trends.&nbsp;<\/p>\n\n\n\n<p>While some businesses have already announced they\u2019re not re-opening offices to fully embrace remote&nbsp;working, many others will take a&nbsp;hybrid approach with a mix of onsite and remote staff.&nbsp;Even those businesses that want everyone back onsite, will&nbsp;hold on to modern collaboration solutions which employees and customers have become comfortable&nbsp;using.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Now,&nbsp;it\u2019s just a matter of&nbsp;businesses&nbsp;moving on from inflexible legacy&nbsp;technologies and&nbsp;enhancing and&nbsp;refining&nbsp;their new collaboration solutions.&nbsp;<\/p>\n\n\n\n<div style=\"height:22px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:22px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignleft size-large is-resized\"><a href=\"https:\/\/www.n4engage.co.uk\/2020\/10\/21\/expert-predictions-on-the-future-of-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-1024x838.png\" alt=\"\" class=\"wp-image-4818\" width=\"512\" height=\"419\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-1024x838.png 1024w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-300x245.png 300w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-150x123.png 150w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-768x628.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-1536x1257.png 1536w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/12\/4-Expert-Predictions-on-the-Future-of-Customer-ServiceiMac-2048x1676.png 2048w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/a><\/figure><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-text-align-left has-white-color has-text-color has-background\" style=\"background-color:#009bff;font-size:25px\"><strong>Want to hear more from our experts on the changing face of customer contact? <\/strong><br><br><strong><span style=\"color:#161a30\" class=\"has-inline-color\"><a href=\"https:\/\/www.n4engage.co.uk\/2020\/10\/21\/expert-predictions-on-the-future-of-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Click here for the full blog.<\/a><\/span><\/strong><br><\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\"\/>\n","protected":false},"excerpt":{"rendered":"<p>How we communicate, in business and in our personal lives,&nbsp;has&nbsp;changed massively&nbsp;over the last&nbsp;year. No longer in the close confines of an office or&nbsp;our&nbsp;friends\u2019&nbsp;and families\u2019&nbsp;homes, we&nbsp;have&nbsp;turned instead to Unified Communications (particularly&nbsp;collaboration apps) to keep our conversations going.&nbsp;&nbsp; With such a focus on&nbsp;Unified Communications (UC)&nbsp;this year, it seems only right that we reflect on how this aspect [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4856,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[92],"tags":[151],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v15.6.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Unified Comms: Lessons from 2020 and Predictions for 2021<\/title>\n<meta name=\"description\" content=\"Join our experts as they discuss what we\u2019ve learned this year and provide four 2021 UC predictions to prepare you for what\u2019s next.\" \/>\n<meta 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