The demand for communication and collaboration offerings continues to grow, in part due to cloud flexibility, mobility, and better customer journeys. Video meetings are becoming more seamless and conversational AI is poised to accelerate the shift towards multi-modal interactions.
Voice, video, and messaging communications and collaboration will drive the future of this market. In 2019, more providers invested in their messaging platform and the demand for conversational AI, or chatbots, started to pick up. Team collaboration capabilities continue to expand and more UCC providers are investing in their offering.
The integration of communications and collaboration features with other work tools is creating a UCC driven work hub. Moreover, the convergence of content types under UCC will be greatly enhanced by a categorized and dynamic, ontology-driven knowledge framework that goes beyond search. Once the framework supports are in place, UCC will accelerate its momentum at an even greater rate than it already is today. This research note identifies the new elements of UCC, how enterprises can plan for the shift to multi-modal communications, and evaluates fourteen major providers in the market.