The 3 UCaaS trends to watch out for in 2020

by Scott Yelton
March 12, 2020

As enterprise employees spend more time working outside their offices, their employers are introducing more flexible work environments—virtual workspaces that offer seamless access to the full suite of workplace tools and apps. This trend drives innovation in the unified communications (UC) space, especially cloud-based UCaaS. Here’s what we’re seeing three months into 2020.

3 UCaaS trends to watch in 2020

Millennials continue to find new uses for UC

Today it’s common to see younger employees working on their own mobile devices. Since UC can function on multiple devices (unlike other work-related platforms), most companies are adopting a liberal BYOD policy and encourage the use of work-related UC apps on personal hardware. Collaboration apps like Slack, Microsoft Teams and Google Assistant can integrate with a company’s primary unified communications services via API to create a seamless in-app experience. End users can start a chat that seamlessly transitions to a group video meeting or phone call. With millennials continuing to invent new ways to leverage these communications, the use cases get more interesting every day.

The line between on-site and remote collaboration is even blurrier Audio, video and web conferencing are becoming more immersive, which means remote workers face fewer technical hurdles to perform at the same level as an office-based employee. Some examples:

  • Participants can work in separate “breakout rooms” within a conference call to hold side discussions while the main meeting continues.
  • Moderators have more intuitive tools to manage audio and suppress background noise.
  • Instant surveys can be conducted for immediate feedback from the participants and shared.
  • Computer and mobile-based apps have matured, making voice, video, chat, messaging and application sharing more seamless for remote users.

AI is mimicking your communication habits

As UC platforms incorporate artificial intelligence, we’re seeing the rise of behavior-based AI. For example, users who regularly forward their business calls or set “do not disturb” during certain times can now leverage Google Assistant or Amazon Alexa to manage those routines. UC is also closing in on predictive AI that recommends and performs these routines for users based on their behavioral patterns—with their permission, of course.

Organizations see who’s using what—and how

Companies that have invested heavily in unified communications tools and applications have access to wide-ranging analytics capabilities within those platforms. UC solutions can generate useful end-user insights on usage and engagement, offering employers greater visibility and control.

Expect more unified everything

Between UC’s ability to easily incorporate new apps and the continuing trend towards virtual workspaces, audio, video and web conferencing tools will see a spike this year—along with investments in workplace collaboration tools. And as the impacts of political upheaval and the coronavirus outbreak ripple throughout the globe, now more than ever, office-based and remote workers alike will turn to other methods to get their work done.