Modern businesses are rapidly deploying unified communications and collaboration (UCC) in order to gain efficiency, increase productivity, advance decision-making, and further innovation and creativity. Technology advancements along with customer trends such as increasing workforce mobility and the increase in virtual organizations are driving UCC adoption amid all verticals, businesses of all sizes, and in any geography. Research into rising adoption of mobile devices indicates that total mobile subscriptions by 2023 are forecast to exceed 9.5 billion, with smartphones leading growth.
Additional recent research shows that the global UCC market is expected to grow at a compound annual growth rate of 12.3 percent during the period 2016–2020 providing value-added resellers (VARs) a chance to help their clients grow and change. Some analysts go so far as to say that it makes little sense to think of UCC and mobility as separate things. The ability to communicate and collaborate from disparate locations shows that mobility paired with UCC enhances customer as well as employee satisfaction. It even helps streamline business processes, making people more accessible and can cut costs by around 30 percent. Call completion rates can improve by as much as 50 percent. Drivers for integration of UCC and mobility vary, but let’s take a look at some of the most popular:
- More than 90 percent of IT decision-makers see enterprise mobility as a critical function for customer engagement, competitiveness, and productivity in 2016. When there is a single user interface for both mobility and UCC, workers are more likely to use these tools and will be more comfortable and effective with them.
- By 2020, mobile workers will account for nearly 75 percent of the U.S. workforce, much of this due to Millennials becoming the largest group of employees. Millennials are very comfortable with not only mobility but also with UCC tools and how to get the most out of them. This will make this group and the generations going forward more productive than ever, and organizations will need to keep up with their technology investments in order to satisfy these workers, be able to hire the best workers, and keep them on the job.
- According to recent research, at least 70 percent of enterprises plan on offering more mobile support to employees over the next 12 months as a high or critical priority; 48 percent of employee-facing IT investments will be mobility-focused and 18 percent of organizations’ overall IT budgets will go toward investing in mobile combined with UCC applications.
- By 2017, 100 percent of the line-of-business applications used in customer-facing roles and 75 percent of line-of-business apps used in internally facing roles, will be designed for mobile-first consumption, ensuring that mobile workers will have the same valuable UCC tools as workers inside the office have access to.
- Mobile customer experience has become a core methodology for successful companies. At least 84 percent of CIOs in customer-centric companies are focused on improving customer experience using mobile devices and applications.
- Around 73 percent of recently polled IT decision-makers have said they are planning to mobilize the entire organization, while 35 percent are using mobile applications to transform how their companies do business. Many are measuring success and competitive gains by how well their mobile transformation affects their company.
- More than 50 percent of companies surveyed realize mobile is a key skill for digital transformation, yet more than 80 percent realize they face a talent shortage in mobile.
- By the end of 2017, market demand for mobile app development services will grow at least five times faster than internal IT organizations' capacity to deliver them. Almost 40 percent of Fortune 500 companies are expected to no longer be in existence within 10 years if they do not evolve to integrate mobility and UCC in the near future. This goes to show how urgent the need for transformation has become.
As enterprises roll out mobility with UCC in order to drive improvements in employee productivity, challenges will continue to plague IT departments throughout the app development lifecycle. These challenges are further compounded by the “bring your own device” trend and security. Regardless, the demand for mobile apps has continued and is expected to grow rapidly. As a result, there is an increased sense of urgency among businesses to measure the expected gains, including employee productivity, revenue, customer satisfaction, and competitive advantage, something that VARs can help their customers understand.
Does your company see the onslaught of merging UCC with mobility and the value it offers to clients? Please comment below.