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The year ahead in UCC

4 predictions from an Ingram Micro UCC expert

December 07, 2020

The year ahead in UCC
It’s been a pivotal year for UCC. The sudden move to remote work/study, brought about by the pandemic, has led to a widespread adoption of UCC technology as critical for business survival.
 
But what lies ahead for UCC in 2021? Ingram Micro’s UCC expert, Chad Simon, makes the following predictions:
 
1.  AI and machine learning will continue to play an expanded role in UCC.
This will mean:
 
•  More efficient meetings–AI has the ability to identify who’s taking part in the meeting and what they’re discussing. It can also supercharge speech-to-text applications, enabling automated minute-taking—and even offer advice on how to complete meeting agenda items.

•  Better analytics and data integration–AI and machine learning can detect patterns in transcribed calls and customer complaint emails. This can be invaluable in improving customer service and employee productivity.

•  More personalized and efficient customer service–Companies are now using chatbots to improve their customer-facing communications. Al algorithms allow the bots to respond to customer inquiries and direct them to useful resources.

2.  A continued effort to embed UC technologies in other platforms and processes
A new trend known as embedded collaboration is growing in popularity. This involves inserting collaboration services into existing workflows to improve transparency and share knowledge quickly and easily inside and outside an organization. Faster knowledge exchange results in faster decision-making and time to market.
 
Consumer companies like Airbnb and Uber have started applying embedded collaboration solutions into their websites. When visitors to their sites see a chat window pop up, need customer service or want to make a hotel reservation, they can connect and do a live chat with a customer representative in real time—all from their mobile devices. The actual transactions can take place within the embedded collaboration solutions.
 
3.  Mass migration to UCaaS
According to a survey conducted by Frost and Sullivan, 38% of businesses say they plan to move their communication platforms to the cloud; 33% have already switched to UCaaS.
 
80% of the respondents cited increased uptime and the ability to free up IT with hosted services as their reasons for moving to the cloud. Another advantage of UCaaS is cost efficiency. Companies can reduce capital expenses on hardware and the costs of maintaining and supporting technology and move to a more sensible accounting model where they only pay for the services they need. Many companies also believe security is better in the cloud.
 
4. Fewer physical endpoints
Across many industries, physical endpoints are being phased out because desktop phones and other more restricted devices are no longer desirable. More and more employees want to be mobile, and desktop phones and hardware PBXs no longer fit the bill. Today, with the ability to video- and audio-conference people with just an email address, phone numbers may soon become obsolete.
 
To learn more about UCC solutions for your retail and e-tail customers and how Ingram Micro can help you implement them, contact our UCC team at UCCinfo@ingrammicro.com and visit https://imaginenext.ingrammicro.com/ucc.