Few would argue that 2020 has been a tough year, for reasons that are all too obvious. But the truth is, it hasn’t been all doom-and-gloom. In fact, there are some interesting trends emanating from the business sector, with many having to do with how companies are discovering the power of their communications solutions. Here are a few UCaaS gains that industry sources are attributing to the “new normal” of 2020.
The Cloud Communications Explosion
According to an article in eWeek, cloud communications has immediately developed into one of the largest growth areas of the new “pandemic era,” including unified communications as a service (UCaaS) and contact center as a service (CCaaS). Collaboration and communications technologies are proving essential for businesses to maintain their operations during social distancing.
However, there is a key caveat that goes with this exciting industry trend: as the UCaaS opportunity is growing, so too are the incidents of fraud. Businesses of all sizes are experiencing breaches during collaborative sessions — and as a result, partners need to be particularly vigilant in ensuring that their customers’ security protocols are robust, up-to-date, and in compliance with specific industry mandates, like those in financial services and healthcare.
Diversification and Managed Services
The consensus among industry analysts is that remotely managed networking services present a great opportunity for channel partners, especially since it’s been difficult to deploy hardware at physical business locations during shut-downs. In general, the ability to offer a more comprehensive range of branded services — such as cloud contact center solutions, videoconferencing features, or other collaborative tools — helps partners create a competitive edge. Plus, partners who are diversified and can offer a range of services, such as hosted offerings, are proving to be more resilient in the face of an uncertain economy, as opposed to those who depended on the receding “break-fix” model.
Work-From-Home is Not a Passing Phase
One of the most significant – if somewhat unexpected – workplace silver linings is the sudden growth in remote workers. Rather than experiencing an unsupervised and less productive workforce, home-based employees are now being hailed as at least as efficient as their on-premises colleagues. Now that the WFH model is proving effective, many employees believe they should continue working from home, at least part of the time.
In an article in UC Today, 79 percent of the workforce is willing to “happily make sacrifices going forward to obtain the flexibility they need” to continue working from home. The article states that employees will accept fewer company benefits and a greater workload if they can work even a few days from home—especially if it includes Friday.
More pertinently, half of the respondents in a similar study said that workers would be willing to leave their current positions to work from home. This, in essence, becomes a huge recruiting tool for businesses that can attract better talent if they can dangle a WFH carrot. Keep in mind that the foundation for all WFH environments are the reliable and flexible UCaaS and CCaaS services that accommodate this distributed workplace.
Businesses—and the technology partners that service them—need to keep a keen eye on how the workplace reimagines itself. The intelligent application of cloud technology is helping businesses overcome the substantial burdens put forth by the pandemic, and is actually helping place these companies on a path of heightened productivity and profitability.
Help Your Customers Navigate Unprecedented Challenges With Unified Communications
While there are several key “silver linings” channel partners can look to as they navigate COVID-19, make no mistake — businesses are still struggling, and the role of the trusted advisor is more important than ever. Channel partners’ top priority needs to remain “helping customers stay connected and engaged while working remotely.”
To learn more about how Unified Communications solutions can help your customers effectively get up and running, and work as seamlessly from home as they would in theoffice, head to our dedicated COVID-19 resources page. You’ll find detailed guides on our UCaaS and CCaaS solutions, informative blogs and podcasts, and key information on how cloud communications can help customers navigate uncertain times.