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Trends We See in Communications

15 July 2011

Users, both in the workplace and in their daily lives, are going to want more. More multimedia , Constant connectivity. Easier and richer collaboration are in huge demand. In the year 2011 marketplace and technology trends predicted to drive the industry are:

Consumerizing the enterprise accelerates

The return of economic growth and hiring will bring more young people into the workforce who have been using social media and mobile technology from the time they climbed out of their cribs.

Social media add-on to be integrated

The next phase of social media evolution will be for organizations to integrate social channels into the broader business processes of their support and sales centres. Organizations will also try to cut through the noise permeating the social media landscape by creating and carrying out clear, comprehensive social media strategies.

SIP powers up small and medium enterprises

In the last few years for small and mid-size enterprises, SIP's costs have outweighed its benefits. Today that's no longer the case. New Internet Protocol (IP) office systems are reaching the marketplace that extend the simplicity, flexibility and cost efficiency of SIP to smaller businesses, some of which will find new, creative ways to use this transformative technology.

Communications takes to the cloud

Contact center operators will begin to capitalize on the efficiency and flexibility offered by software as a service (SaaS), infrastructure as a service (IaaS) and platform as a service (PaaS) technologies.

User support and communications get a makeover

Companies are going to great lengths to improve customer support, adding social media channels, offering live chat, revving up response times and more. With so much focus on customers, though, users within the enterprise often get the short end of the stick when it comes to support.

Other Services

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