News in the Channel - issue #8

UCAAS

agreements and escalation processes.” Finally, total cost of ownership (TCO) should be part of the conversation. “Resellers shouldn’t be cagey about conversations on the TCO associated with adopting UCaaS solutions,” he says. “Instead, confidence and transparency when discussing the pricing model (e.g. subscription-based, upfront costs, ongoing operational expenses etc.) instil confidence in the end customer. And don’t forget to highlight the potential savings compared to maintaining on-premises communication systems either! “Once that confidence is built, resellers can then have a frank and open discussion to help customers assess the financial implications and demonstrate the long-term cost benefits of UCaaS, whether certain features are essential or not, and flex costs so that both sides get the best possible deal.” Jamie Hughes, UK sales director at Evolve IP, adds that the imminent ISDN switch-off should be a huge talking point for resellers and their customers. “Our own research indicates many businesses are not aware or prepared and time is running out,” he says. Bright future With factors such as this, as well many businesses still needing to adopt UCaaS, the future is looking bright, Jamie adds. “In many ways we are all only at the start of the journey,” he says. “As an industry we must keep changing and adapting. The biggest opportunity is ahead of us. “According to the latest market research from the Cavell Group, current cloud comms penetration in the UK has grown by 38.9% with 7.6 million installed users today. Total market revenue will grow by 80% from £1.26 billion in 2022 to £2.26 billion by 2026. A five- year forecast will see more than 6.8 million additional users moving to a cloud comms solution by the end of 2026 reaching a total installed base of 14.5 million users at 80% penetration. “Evolve IP works specialises in securely integrating unified communications, collaboration tools, contact centre, voice and omnichannel solutions into the cloud. This makes us ideally placed to spot and capture new market trends. “For example, deskphone demand remains surprisingly strong and the quality of video hardware continues to rise to enhance the overall user experience. Traction will continue to grow and our message to resellers is don’t

get left behind. The time to join the UCaaS revolution is now.”

AI influence Adam Wilson, strategic partner director (EMEA and AUS) for Vonage, agrees that demand for UCaaS solutions is expected to continue growing, albeit at varying speeds across different regions and industries, he notes. “The increasing adoption of cloud- based solutions, the demand for seamless communication and collaboration experiences and the rise of remote work are likely to fuel the growth of UCaaS,” he says. “Artificial intelligence is expected to play a significant role in enhancing UCaaS capabilities. Intelligent features like chatbots, virtual assistants and AI-powered analytics will likely become more prevalent, enabling automation, data-driven insights and improved user experiences. “AI-powered assistants enhance agent capabilities by providing real-time knowledge article pop-ups, serving as quick references to address customer inquiries effectively. These informative pop-ups offer valuable insights, relevant information, and potential solutions to common customer issues. As a result, agents are empowered to deliver accurate and efficient resolutions. The integration of AI technology enables companies to streamline their customer service operations, leading to improved customer satisfaction and reduced resolution times. “AI’s impact extends beyond resolving customer frustrations. Virtual assistants, powered by advanced AI algorithms, are revolutionising customer support by automating processes and minimising human involvement in issue triaging. These intelligent assistants can understand and respond to customer queries, freeing up valuable agent time and resources. By automating routine tasks such as collecting basic customer information or performing initial troubleshooting, virtual assistants enable agents to focus on more complex and high- value interactions. This not only enhances operational efficiency but also ensures faster resolutions for customers, minimising the need for prolonged hold times and frustrating waiting experiences.” With such developments coming, resellers should look at the opportunities UCaaS provides, especially with the increasing convergence of services and demand from customers for one service provider.

Jamies Hughes UK sales director

evolveip.net

“

According

to the latest market research from the Cavell Group, current cloud comms penetration in the UK has grown by 38.9% with 7.6 million installed users today.

”

Adam Wilson strategic partner director (EMEA and AUS)

vonage.co.uk