The Unfolding of UC&C Solutions for Employee and Customer Engagement

This IDC Market Perspective discusses the unfolding of unified communications and collaboration (UC&C) solutions for employee and customer engagement. The unified communications and collaboration market has undergone significant transformation, driven by the need to adapt to evolving business environments and technological advancements. Providers have navigated through challenges such as market saturation, economic fluctuations, and competitive pressures, leading to an evolved vision that emphasizes cloud-based, multiproduct UC&C solutions. These solutions are designed not only to enhance employee engagement - a traditional stronghold of UC&C - but also to cater to the growing demand for improved customer engagement. This interest is partly driven by the recognition of the enduring relevance of telephony in business communications, alongside the integration of contact center capabilities within UC&C solutions. Such integration is seen as essential for addressing unmet needs, where businesses seek to improve workflow management and overall satisfaction without the complexity of navigating multiple applications."In a rapidly evolving UC&C market, integrating contact center capabilities is emerging as a pivotal step toward driving future growth as well as delivering better business communication outcomes for end users," says Jitesh Gera, research manager, Unified Communications and Collaboration research at IDC."Generative AI is redefining the UC&C landscape, offering unprecedented opportunities for enhanced productivity and customer experiences. It will act as a key enabler of differentiated customer experiences as UC&C players venture deeper into the integration of CX-focused capabilities within UC&C platforms," says Denise Lund, research VP, Worldwide Telecom and Unified Communications research at IDC.