Navigating the Evolving Landscape of Communication Technology: Key Takeaways from Enterprise Connect 2023

In the ever-evolving world of communication technology, staying up to date with the latest advancements is crucial. This is especially true for businesses that rely on communication tools to connect with their customers and employees.

In this blog article, I’ll discuss the value of networking and attending industry conferences, as well as highlight some key takeaways from the recent Enterprise Connect conference that I attended.

We’ll delve into the latest trends in UCaaS and CCaaS,and examine the critical questions businesses need to ask themselves when considering a move to the cloud.

By the end of this article, you’ll have a better understanding of the current state of communication technology and the factors that organizations need to consider when making technology decisions.

The Value of Networking

I have attended the Enterprise Connect conference off and on for the past ten years. Until this year, all my attendance has been from a customer perspective.  As I embarked on this year’s conference, I was enthusiastic to participate and enjoy the scheduled sessions from the perspective of an industry-leading provider.

As with many, I took my time to review the agenda, perform my due diligence, and choose sessions that aligned best with our customer needs.  Although the sessions I attended were good, I found them lacking valuable depth and more aligned with marketing messages.

The true value proposition of attending Enterprise Connect is still the ability to have so many industry-leading experts in one place and to be able to network with them throughout the week. I would encourage anyone attending future conferences to ensure they schedule as many in-person meetings throughout the week as possible.

UCaaS Keynote Focus

The highlight of my past attended conferences has always been the ability to listen to the keynote speakers and to understand the new products and features being released.

This year’s conference highlighted a weighty tilt of traditional features found in CCaaS offerings being added within market-leading UCaaS solutions.  Microsoft, Cisco, Zoom, and RingCentral all focused on the key theme of utilizing AI to enhance the experience of their end user.

The overall theme of the key notes focused on leveraging AI capabilities to assist with the transcription of calls or meetings, which in turn will provide the ability to coach employees, automatically take and summarize meeting notes, and even allow the ability to document and assign action items to meeting attendees.

As we continue to progress in this post-Covid era, each of these feature additions is critical to enticing workers back into the office. Overall, it is great to see a few of the more traditional CCaaS features being added to UCaaS to support different use cases. My wish for the 2024 keynotes is to hear more about emerging products and advancements in the CCaaS space.

CCaaS Outlook

With recent announcements in the CCaaS vendor space, the market is in a pivotal state of transition. Some of the incumbents (Genesys, NICE, Five9, etc.) have a defined and documented strategy, and while relatively new to the CCaaS space, Google has continued to introduce improvements to their CCAIP offering.

Regardless of vendor offering, the decision for an enterprise to move to the cloud is not a simple decision and one that is unique to each company. A company needs to think through its overall strategy and mission as they transition.

Here’s a few key questions to ask yourself are:

  • Can this solution support our organization as we grow?
  • Is the solution able to support DevOps and agile methodologies?
  • Has the solution been built in a modular manner and can features be added through continuous development easily?
  • Is the vendor and the solution positioned to adapt to new or emerging technology?

As discussed, moving to the cloud is an important decision for each organization, and in some cases, the company needs to introspectively examine if its technology is cloud ready to support integration to a CCaaS offering.

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