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Cloud Communications Heading Toward Highly Integrated Future

February 14, 2018
By Maurice Nagle - Web Editor

Communications are in the midst of an era of massive disruption. For years, Blackberry was the standard. It was THE business mobile phone. Integration is ready to change that, as the smartphone is a powerhouse of functionality in your pocket. Broadsoft’s Mark Straton led today’s ITEXPO (News - Alert) session, “The Intelligent Future of the Cloud and Collaboration.”

Succinctly put, Straton explained digital transformation is required for business success; cloud agility and innovation are required for digital transformation; and strategic bundling simplifies the cloud journey. This roadmap is parallel with the megatrends impacting unified communications.

With cloud standing at the fore of the foreseeable future, it will shape communications. Cloud collaboration integrates into business applications, playing a pivotal role in the evolution of digital transformation and enabling a mobile-first world.

Straton cited an upcoming survey from Broadsoft, which illustrated agility, reduction in IT staff effort, integrated team collaboration as well as apps and process integration. The way to address the enterprise here is via bundled packages, bringing all of these benefits together.

Today, cloud deployments are dwarfed by CPE, but Straton noted that by 2021 UCaaS is projected to overtake CPE deployments. Broadsoft research shows that on average team member use around 10 applications a day for work. With the appropriate integrations in place productivity, ease of access and results all improve.

In the contact center, metrics like first contact resolution, agent productivity and CSAT scores are increase, drastically. As Straton said, “It’s about integrating messaging, mobile, contact center, intelligence, analytics,” using the power of the cloud to do so.

As ITEXPO hits its stride, make sure stay tuned... more to come.

Edited by Ken Briodagh

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