As user interest in converged platforms, AI and user-centric approaches increases in 2024, Enreach is enhancing its offerings to take account of significant trends that strengthen capabilities while delivering greater efficiencies and cost savings. This involves striking a careful balance between delivering innovation and meeting customers’ needs for robust, efficient, attractive-to-use solutions.
Perhaps the greatest impact in 2024 will be UCaaS and CCaaS convergence. By combining UCaaS and contact centre functionalities into a single platform, far greater efficiencies and cost savings can be achieved – and customers are increasingly starting to recognise this. In fact, IDC recently published a report that states approximately 20% of companies surveyed are already using a single platform to manage both UC and CC functions. A quarter of the respondents that currently use separate platforms also see the benefits and would like to consolidate their communications and customer-facing features into a single system, indicating strong momentum for convergence.
“One single solution delivers all features and services through one interface, improving efficiency, reducing cost and ultimately giving customers what they want – simplicity and more standardisation for managing their communications which eliminates the need for businesses to manage redundant systems and applications,” says Enreach CEO Stijn Nijhuis. “Our objective is to ensure that Enreach continues to offer the solutions that will satisfy changing customer needs and we are developing truly converged solutions to manage all the communications capabilities, including the robust telephony tools associated with unified communications, the customer management capabilities embedded in contact centre platforms as well as video collaboration, conversational AI and other functions.”
Bringing together UC and CC is just one aspect of the market development we will see this year. Although it is being widely hyped, AI is continuing to develop and mature and interest remains high. Some businesses are carefully deploying innovation in parts of their businesses such as in customer service or tech support and, as AI and natural language models evolve these initiatives will expand into other areas, such as sales or human resources.
“Our team is working diligently to create the next wave of services that will drive efficiency and reduce human error,” adds Stijn Nijhuis.
