Summary
The market for communications and collaboration is in flux. Intelligence is becoming the norm for video room systems, and chatbots and agents are poised to accelerate the shift toward multi-modal interactions as the norm. Voice, video, and messaging communications and collaboration will drive the future of this market.
In 2017, more providers invested in their messaging platform as demand for chatbots started to pick up. As messaging becomes a larger part of the communications landscape, mobile collaboration is poised to take on a larger enterprise role, by way of shifting email to more of a confirmation tool.
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 and how enterprises can plan for the shift to multi-modal communications.
Identified Vendors:
Avaya
Cisco
Fuze
Google
Huawei
Microsoft
Mitel
NEC
Nextiva
Polycom
Ribbon
RingCentral
Unify
Vonage
8X8
