Following the launch of comm.land, the toolkit marketplace across the suite of 2600Hz solutions, Head of Marketing, Clint Mohs, has announced he will be speaking at Cavell Cloud next month.
The fireside chat at the Cloud Comms Summit US will focus on the trend toward bringing together what have traditionally been siloed pillars of cloud communications. Specifically, Mohs will be talking attendees through the way 2600Hz has decided to bundle UC with CC, using CPaaS to bring together UC and CC features, and integrate non-communication applications into their solutions.
Assessing the current communication market, Mohs told UC Today that businesses are still coming to terms with hybrid working because of the siloed way in which different departments use the platforms they need to carry out their work.
As vendors like 2600Hz merge their communication solutions into one platform, Mohs says there is a huge opportunity to appeal to businesses who are yet to embrace cloud technologies.
“We are moving toward bringing together the features that have historically been separate pillars of cloud comms,” said Mohs. “Therefore 2600Hz has created one platform that can do all of the UC functionality for internal communications, as well as call centre functionality for external communication.
“Along with the continuing adjustment to hybrid working, I would say these are the big trends in the UC market today. But if we take a step back and look at the broader industry, Cavell earlier this year released their most recent market research which said that the big players like Microsoft, RingCentral, Zoom, and Cisco only have about a 34% market share of cloud communications, and in fact, over 80% of the global market still hasn’t moved to the cloud.
“So there’s a huge opportunity for smaller service providers and regional telecom providers because Microsoft Teams is not going to meet the needs of everybody, and if they can have a customised, differentiated solution, there’s a big opportunity to continue growing, expanding their business.”
People don’t work in silos
The move to hybrid has afforded employees many advantages that we are well aware of by now. More flexible hours, no more commuting, allowing for more time with the family, even if that does mean home schooling, are all great advantages for the individual but businesses may well have reservations.
As Mohs sees it, these reservations may be due to the way that the platforms for different functions are siloed, requiring different logins, adding time-consuming complexity to an already busy day.
“People don’t work in silos,” said Mohs, “if the person who is connecting an incoming call needs to jump between a UC platform to check someone’s availability, and then hop back to a Contact Centre solution to transfer the call over it’s a logistical nightmare.
“Employees can be much more efficient in one UI, and the customer on the other end of the line is going to experience that efficiency. We’ve all been on really long waits during a call to a call centre line, if businesses were able to take advantage of combining unified communications and the contact centre, they could seamlessly patch you over to a different department, or pull in somebody on a three way call with much greater ease.”
How 2600Hz can do it
2600Hz have been able to unite the different facets of their communications suite due to the fact their solutions are built on the same underlying technology.
Mohs said that bringing together the 2600Hz communications solutions just makes sense in terms of how business communications has evolved over time. He added that any new solution or feature that is introduced is driven by a desire to improve reliability and decrease cost for businesses, which 2600Hz are providing.
“When our founders started building KAZOO, our flagship platform, they had the foresight to build it as a single platform with one code base for the call centre, contact centre and CPaaS functionality,” said Mohs.
“When we talk about different silos and the industry coming together, the point where UC and CC meet is what is going to feel the strain, so that point will test whether the all-in-one solutions are going to work.
“We’ve got a great architecture that is reliable at scale, and now we’re working on the inbuilt integrations and functionalities that enhance the end users’ experience. That means equipping our partners to go out into the market with a really unique solution, that is not just going to keep them competitive, but it’s also going to help them win new business in the years to come.”
from UC Today https://ift.tt/3UCGl7r
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