{"id":27398,"date":"2023-09-20T09:00:59","date_gmt":"2023-09-20T08:00:59","guid":{"rendered":"\/gb\/en\/blog\/?p=27398"},"modified":"2023-11-28T10:06:24","modified_gmt":"2023-11-28T10:06:24","slug":"ask-the-expert-cx-uc-convergence","status":"publish","type":"post","link":"\/gb\/en\/blog\/ask-the-expert-cx-uc-convergence\/","title":{"rendered":"Ask the Expert: What\u2019s the Future of UC and CX Convergence?"},"content":{"rendered":"

\u2018Ask the Expert\u2019 is a series of interviews RingCentral runs with influential thought leaders from around the world, including UC and CX consultants and analysts. In this series, we aim to find out what\u2019s at the cutting edge of UCaaS and CCaaS.<\/span><\/p>\n

Spotlight on UC and CX convergence<\/span><\/h2>\n

For this month\u2019s instalment, RingCentral\u2019s Ian Nevin, Director of International Consultant Relation<\/a>s, spoke with Alexander Michael, Vice President and ICT Practice Leader from Frost & Sullivan. He shared his insights \u2013 including recent research carried out by Frost & Sullivan \u2013 on the UC\u2013CX convergence market: what\u2019s driving it and how consultants can make the most of this growing opportunity.\u00a0<\/span><\/p>\n

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The following brief discussion is part of a wider research project by Frost and Sullivan. To access the full research either register and login to the RingCentral Consultant Portal or come along to the special dinner RingCentral are hosting after UC Expo London on the 4th Oct.<\/span>\u00a0<\/div>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\t\t\t
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So, let\u2019s dive right in to Ian\u2019s first question:<\/span><\/p>\n

Hi Alexander, thanks for joining us. Can you first explain what UC and CX convergence is?<\/span><\/h2>\n

Of course, Ian. UC and CX convergence \u2013 also called \u2018collaborative contact centre\u2019 \u2013 means enabling front-office and back-office users to get access to the features and functionalities of each individual solution (<\/span>UCaaS<\/span><\/a> and <\/span>CCaaS<\/span><\/a>) but on a single platform.\u00a0<\/span><\/p>\n

By adopting the collaborative contact centre model, the aim is to really streamline interactions, drive efficiency, improve quality and enhance the experience \u2013 irrespective of whether the customers are internal or external.<\/span><\/p>\n

Great, thank you. So what does the UC\u2013CX convergence market look like at the moment and who are the key players?<\/span><\/h2>\n

The UC\u2013CX trend is definitely gaining momentum. So far, there hasn\u2019t been a lot of overlap between UCaaS and CCaaS vendors, but we are beginning to see a lot of movement. You have\u00a0<\/span>UCaaS vendors trying to add CCaaS modules and vice versa.\u00a0<\/span><\/p>\n

\"Ask<\/p>\n

Great, that has set the scene nicely. So what would you say are the current trends that are driving the increasing convergence of UC and CX?<\/span><\/h2>\n

Digital overwhelm<\/span><\/h3>\n

A lot of companies have made substantial investments in digital channels, because digitalisation has been seen as crucial to staying competitive and relevant. But it’s not enough to just adopt digital technologies. The real challenge is harnessing the digital channels effectively to deliver a seamless and outstanding experience.\u00a0<\/span><\/p>\n

People are experiencing exhaustion and burnout due to this constant exposure to digital platforms and devices, and this can lead to reduced engagement and satisfaction. But if you integrate UC and CX, companies can provide a better experience. Employees can collaborate more efficiently, share knowledge, access real-time data \u2013 all of which contribute to the customer and employee experience.<\/span><\/p>\n

Focus on the customer experience<\/span><\/h3>\n

We\u2019ve observed a very big shift in priorities around the world. Whereas just a few years ago decision makers would be talking about operational costs above all else, in our 2022 survey, we’re now seeing around <\/span>70% of decision makers in both the UK and Australia say that improving the customer experience is either \u2018essential\u2019 or \u2018very important\u2019.\u00a0<\/span><\/p>\n

Even more interestingly, according to our data,<\/span> just under a third of UK and Australian decision makers would now measure the result of a digital transformation project on the basis of customer satisfaction. <\/span>And that\u2019s great, right? Because digital transformation that only delivers your internal outcomes, often takes resources and attention away from the things that really matter.<\/span><\/p>\n

\"Ask<\/p>\n

Attracting and retaining talent and hybrid work<\/span><\/h3>\n

Another big priority is attracting and retaining talent. Again, from our survey, <\/span>we’re now seeing 74% of decision makers in Australia say that attracting and retaining talent is either \u2018essential\u2019 or \u2018very important\u2019. For UK decision makers it was slightly lower but still at 59% with a further 20% saying it was \u2018important\u2019. <\/span>So ensuring the employee experience is good, is crucial.\u00a0<\/span><\/p>\n

Part of this is enabling the shift to hybrid work. <\/span>Our data shows that only 6% of Australian businesses expect their complete workforce to be back in the office this year. And in other countries, that statistic is similarly low.<\/span> So it\u2019s extremely important that everyone can do their jobs effectively no matter where they find themselves, right?\u00a0<\/span><\/p>\n

\"Ask<\/p>\n

It\u2019s obvious to me that sophisticated co-operation tools that extend to everyone, are part of the solution. And that\u2019s another reason why the UC\u2013CX convergence trend is proving to be very strong in 2023.<\/span><\/p>\n

What about trends specifically related to customer experience?\u00a0<\/span><\/h2>\n

Focus on agents<\/span><\/h3>\n

We\u2019ve noticed that there has been a significant shift towards focusing on agents. We\u2019ve always said happy employees make happy customers, but we seem to be taking it more seriously now. Companies recognise the pivotal role agents play in delivering exceptional experiences and they are investing in technologies that help agents perform better.\u00a0<\/span><\/p>\n

\"Ask<\/p>\n

More calls and more complex enquiries<\/span><\/h3>\n

Also, perhaps somewhat counter-intuitively, contact centres are busier than ever before. With all the talk of automation and self-service, this might surprise you. However, we have data from 2021-22 that suggests there are more seats and agents than ever before.\u00a0<\/span><\/p>\n

During the same period, <\/span>the use of voice as a channel also increased in 40% of Australian companies, and we see a similar trend elsewhere in the world. And if I look at the average handling times, these have increased in 42% of Australian companies<\/span>. With more calls coming in that take longer to handle, it is essential that agents should be well supported, and I believe the collaborative contact centre achieves just that. <\/span><\/p>\n

We also need to ask about the challenges around UC and CX convergence \u2013 what are they?<\/span><\/h2>\n

Yes, it\u2019s important to cover this. Well, firstly, post-pandemic, cons<\/span>umers have higher demands and expectations. D<\/span>uring the past three years, everyone has received a kind of crash-course in digital customer journeys \u2013 they know what is possible now. And that means people\u2019s tolerance of bad experiences has reduced.<\/span><\/p>\n

\"Ask<\/p>\n

In that case, are there any organisations that wouldn\u2019t benefit from UC and CX convergence?<\/span><\/h2>\n

We would say that it\u2019s right for almost everyone, but there are occasions when it won\u2019t be suitable. For example, some organisations will have very specific needs that a converged solution cannot meet, and this is especially true when companies have a lot of legacy business applications that they want to continue to use.\u00a0<\/span><\/p>\n

And of course, the advantages of the collaborative contact centre are intrinsically linked to cloud migration so any obstacles the organisation might have to the migration of business-critical applications to the cloud, would of course affect its successful implementation.<\/span><\/p>\n

Ok, so probably one of the most important questions for our audience now: what\u2019s the opportunity here for consultants? And how do they harness it?<\/span><\/h2>\n

Good question. So, I think convergence is going to be a huge opportunity for consultants. The convergence of UC and CX is even more confusing to decision-makers than a solution on its own, and decision-makers typically ask the wrong questions and focus on the wrong details. So, consultants have a very important role in helping businesses achieve specific outcomes.<\/p>\n

But aside from that, why else is this a good opportunity? <\/span><\/p>\n

Here are some of my thoughts:<\/p>\n