5 technological trends that will dominate business communications in 2024

Wildix, a leading company in the Unified Communications (UCaaS) market, reveals its vision of the trends that will shape the future of the sector in 2024. According to the company’s experts, the next year will be marked by the integration of artificial intelligence in UCaaS and contact center solutions, automation, the expansion of WebRTC use cases in segments such as healthcare or education, and sustainability.

Integration of AI for an unprecedented user experience

Artificial intelligence (AI) in UCaaS represents a crucial milestone in business evolution. In addition to facilitating the automation of routine tasks, freeing up time and resources for more strategic activities, it also allows for the personalization of user experiences in a completely new way. From real-time response automation to the proactive adaptation of interfaces and services according to individual preferences, AI optimizes operational efficiency and transforms the way companies communicate. Furthermore, the ability to analyze large datasets allows for more informed decision-making, driving business agility.

In a landscape where speed and personalization are key, AI in unified communications not only simplifies processes but also enhances productivity and user satisfaction, positioning companies at the forefront of innovation and competitiveness.

The user at the center

Now, more than ever, UC solutions will focus on providing intuitive interfaces and seamless experiences to ensure greater adoption by users. Offering a technologically advanced work environment can be a key factor in talent retention. Employees tend to value companies that invest in their comfort and efficiency. “Ultimately, it is an advantage for both work teams and organizations, as it significantly contributes to employee satisfaction, while at the same time making organizations more competitive and innovative in the market,” explains Daniel Asensio, Country Manager of Wildix in Spain.

Evolution of WebRTC technology

Until now, WebRTC has been mainly used for real-time communication applications, such as video calls and web conferences. In the future, an expansion in the use cases is likely to be seen, including applications in healthcare, education, content streaming, and more.

“It would not be surprising to see how this technology integrates with other emerging technologies, such as virtual reality (VR) and augmented reality (AR). Additionally, given the increasing emphasis on the security and privacy of online communications, it is expected that WebRTC will continue to improve in terms of encryption and user privacy protection. Additionally, due to the increasing use of mobile devices, WebRTC is also expected to continue adapting to offer a seamless experience on smartphones and tablets,” comments Daniel Asensio.

Sustainability and energy efficiency

In an increasingly sustainability-sensitive business context and with ongoing regulations that will make this commitment imperative, organizations are exploring solutions that, in addition to enhancing operational efficiency, actively address the need to reduce their carbon footprint. In this search, priority is given to options that are energy efficient and reflect a real commitment to environmental responsibility. “The adoption of UCaaS technologies thus becomes a vehicle not only to improve internal connectivity and efficiency but also to significantly contribute to building a more sustainable business environment. This proactive approach responds to current market demands from companies in leadership positions,” adds the country manager of Wildix in Spain.

The customer takes control in contact centers

The contact center sector is experiencing changes driven by the current needs of its customers. Faced with users who increasingly reject proactive calls, technological solutions that include AI position themselves as a great ally in providing key information to make a contact fruitful. In this sense, apart from betting on automation through AI, companies will seek to extract valuable information from customer interactions to improve decision-making and service personalization.

“Today, the user is much more reactive and prefers to initiate the contact process, who takes the initiative. However, they expect high levels of agility and resolution. For this, companies have to invest in technologically efficient solutions and abandon old processes and practices,” concludes Asensio.

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