Management consultant Peter Drucker wrote, “You cannot predict the future, but you can create it.”
Market leaders in the unified communications space are in this position because their innovations drive the industry forward.
With this in mind, UC Today sat down with Jonah Fink, President of net2phone, to get his top five predictions for the year ahead. His thoughts and observations about the coming year follow.
The Cloud Will Not Fade
Fink predicts that the shift from on-premise systems to cloud solutions will continue. Whereas once it was a promise, today it’s a reality – with additional benefits.
“The migration to the cloud from on-premise creates a nimble, flexible hybrid remote environment,” Fink said. “It has opened an untethered work environment which is more purposeful and pertinent to business efficiency, collaboration, and communication.”
In line with the continued move to the cloud, net2phone offers a modern, user friendly business phone app to further enable the blossoming anywhere work culture.
Let’s Integrate
Not all UCaaS solutions are created equal – unless they have a sure-shot integration strategy that links to the big CRM players like Salesforce, Zoho, and Monday.com.
If you’re a UCaaS provider, you’ve got to integrate with those CRM firms. But there are also a surprising number of vertical markets where integration is under the radar.
“Every vertical market has its own dominate CRM,” Fink said. “There’s a CRM for the veterinarians, for HVAC, and insurance and medical. They have workflows and workflow automations that are particular to their unique industries,” he said.
One-Stop Shop. Why Not?
The term ‘one-stop shop’ is not just a well-worn trope. It’s an enduring metaphor for everything, including UCaaS, where the power of the cloud allows businesses to handle everything in one place.
The best UCaaS solutions provide the ability to make and receive calls while being automatically captured within a CRM. Everything related to telephonic experiences is under one roof: the local phone numbers, the ports, the faxes, and text messages.
“The term we used was ‘a flip of the switch’,” Fink said. “Users, supervisors, and administrators can easily modify feature and management controls for their communication suite all in one location. This is going to accelerate among SMBs,” he explained.
Power to the SMBs
SMBs are growing at a rapid clip. UCaaS providers who overlook this arena will miss significant revenue opportunities. What used to be the white glove treatment for enterprise firms has migrated to the SMB market because they have the same requirements – but within their own segments.
“SMBs are the fastest growing segment of the marketplace,” Fink said. “They want to be onboarded methodically and quickly. They understand the intrinsic power of UCaaS. It builds loyalty and brands.”
When UCaaS and CCaaS Meet, Interesting Things Happen
Some SMBs want a migration path from traditional phone and voice to a unified UCaaS and cloud contact center solution. In this scenario, the business has two personas. One is the BPO outsourced contact center. The other is the contact center within the business itself.
If two vendors provide it under one umbrella, it can be fraught with complications. But vendors that do both are well-positioned to serve this market.
“They want a solution with one invoice, one single pane, one offering,” Fink said. “They want a single provider that provides communications as a service for both their traditional business users and their call center users. net2phone does precisely that,” he said.
Click here to learn more about net2phone UCaaS and CCaaS solutions
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