The user, new era for unified communications

Like most of the technological solutions that companies use on a daily basis, unified communications have become the main business communication tools. While the industry has tried to perfect itself, user habits are changing rapidly.

It is no secret that remote work, the evolution of the economy and constant instant gratification have changed the way we think and interact with technology, both inside and outside the office. According to a recent study, the percentage of people who work from home is 38.8% of the total number of workers worldwide, and that figure will rise to 1.87 billion mobile workers by 2022 [1]. Work has now become something that people do from anywhere.

The unified communications industry has kept pace with this change. But not only change mobility habits, but also the devices and systems in which people work. Some company-owned devices, such as mobile phones and laptops, are updated regularly, while others, including desk phones and desktop computers, are left behind.

This combination of new, old operating systems and people working from trains, cafeterias and offices in different countries means that, in addition to user experience, unified communications solutions also need to have built-in security.

And it's not just this, companies must also consider how people will use these tools not only in isolation, but as part of a team. Agile and increasingly popular forms of work require continuous feedback, and unified communications solutions should facilitate this. The tools that allow collaboration, editing and sharing in real time are not just an advantage: they have become a necessity. When all these factors are considered, it seems that the unified communications industry has many problems to deal with.

The solution is to stop seeing all these factors in isolation. Businesses do not need another solution to link their phones, when their conference calling capabilities do not connect to their video conferencing system. What they do need are business solutions that easily adapt to existing business systems that employees are accustomed to using every day.

Maintaining an environment of hybrid and unified communications, with a network of solutions in the cloud and local, as well as with multiple providers, can be complicated. Many internal resources are required to clarify what each supplier contributes and how the pieces overlap and work together as a whole. It could be said that the difficulty of 'unifying' unified communications is what prevents companies from taking advantage of them.

The BroadSoft Team-One application empowers collaboration through workspaces for teams, Team-One is fully integrated with key business applications. The application places all the tasks, files, messages and notes that a business user needs in one place, integrating features such as video conferencing, call in one click and shared screen.

It is clear that the next era of the unified communications industry needs to focus on the user. Adapting to changing habits, enabling business agility, providing a fluid experience and enhancing communication on all platforms are increasingly important. When it comes to the unified communications industry, providers must evolve to survive.