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Enhancing Customer Experiences with AI-Driven Contextual Conversations: Communication Platform-As-A-Service Solutions Enabling Businesses

Nikhil Batra — Fri, 28 Jun 2024 04:00:00 GMT

This Market Presentation discusses the rise in the usage and adoption of omni-channel messaging across verticals, highlighting the importance of communication platforms–as-a-service (CPaaS) solutions in delivering enhanced customer experiences today. It also discusses how these platforms can integrate across various social media and traditional messaging channels to address customers' requirements.

"Conversational customer engagement is going through a massive shift because of the rise of messaging apps, virtual assistants, and other digital channels. This growing demand for omni-channel communication and the need for scalability and flexibility is driving businesses to adopt a unified platform approach with conversational capabilities. CPaaS solutions can help businesses address this," says Nikhil Batra, senior research director on telecoms and Internet of Things, IDC Asia/Pacific. He adds, "In addition to customer experience, CPaaS also helps businesses reduce the pressure on customer support teams and increase overall efficiency. However, organizations will need to stay on top of trends and partner correctly to continue to drive contextual conversations that delight customers."

European Collaborative Applications Market Shares, 2023: Vendors that Shaped 2023

Oru Mohiuddin, Graham Fruin — Fri, 28 Jun 2024 04:00:00 GMT

"In 2023, collaborative applications saw a significant shift from being a solution that facilitates communication and collaboration to a platform that can drive employee experience, with vendors significantly invested in AI to accomplish the goal," said Graham Fruin, senior research analyst, European Unified Communications and Collaboration, IDC

European UCaaS Market Shares, 2023: Vendors that Shaped 2023

Oru Mohiuddin, Graham Fruin — Fri, 28 Jun 2024 04:00:00 GMT

This IDC Market Share analyzes the European unified communications-as-a-service vendor landscape. UCaaS momentum is being driven by hybrid work. The study outlines trends in market share and provides recommendations for market players. The trend is to unify communications and collaboration modalities into one platform to enhance user experience and work fluidity. With collaboration tools now mostly residing in the cloud, businesses aim to have voice in the cloud as well for seamless integration. They are, however, taking a cautious and structured approach to cloud migration when it comes to voice to avoid disruptions to workflow.

"Flexibility should be at the center of voice solutions to cater to a wide range of business requirements. UCaaS vendors should partner closely within the ecosystem to enable tighter integrations for seamless work experience and to enhance service offerings," said Oru Mohiuddin, research director, IDC European Enterprise Communications and Collaboration.

European Unified Communications and Collaboration Market Shares, 2023: Vendors That Shaped 2023

Oru Mohiuddin, Graham Fruin — Fri, 28 Jun 2024 04:00:00 GMT

This IDC Market Share examines the European UC&C vendor landscape, with breakdowns for the various technologies and services that constitute this market: UC applications and IP telephony equipment, videoconferencing and telepresence equipment, UC collaboration, and UCaaS. The study also outlines trends in market shares and provides recommendations for market players.

"Employee experience is now at the center of UC&C as vendors develop solutions that can integrate with business application ecosystems to create a unified and simple work experience. Powered by AI, it augments human capabilities while helping to drive productivity," said Oru Mohiuddin, research director, IDC European Unified Communications and Collaboration.

Vodafone Sells Italian Business to Swisscom, Continuing to Focus on Markets with Sustainable Structures and Sufficient Local Scale

Daniela Rao, Ahmad Latif Ali — Fri, 28 Jun 2024 04:00:00 GMT

This IDC Market Note reviews Swisscom's acquisition of Vodafone Italia and reflects on Vodafone's recent M&A activities in Europe. Swisscom's acquisition of Vodafone Italia for €8 billion marks a strategic move; Swisscom aims to merge it with Fastweb to create a leading converged player in the Italian market. The merger is expected to generate significant synergies and enhance service offerings, amid Vodafone's broader European reorganization efforts through mergers, acquisitions, and divestitures.

"Swisscom’s acquisition of Vodafone Italia reflects Vodafone's strategy to exit markets lacking sustainable structures and focus on growth markets where it has a strong position," said Ahmad Latif Ali, associate VP at IDC.

中国硬件视频会议市场份额，2023：厚积薄发

Kai Cui — Fri, 28 Jun 2024 04:00:00 GMT

How AI is Helping Telcos to Revolutionize Their Consumer Customer Engagement

Daniela Rao, Alejandro Cadenas — Thu, 27 Jun 2024 04:00:00 GMT

This IDC Market Presentation analyzes the European telcos' approach, strategies, and practices in applying AI to their customer engagement strategies and practices.

The application of AI techniques plays a major role for telcos in terms of customer engagement. The adoption of GenAI is accelerated by integrating GenAI capabilities with pre-existing customer service solutions. Although conventional AI applications are often linked with chatbots and self-service features within the business support system (BSS) and customer interfaces, GenAI introduces new potential to marketing communications by understanding customer behavior and customer loyalty tasks.

Tech Buyer Considerations, 2024: How AI in UC&C Is Forcing New Buying Considerations

Denise Lund, Jitesh Gera — Thu, 27 Jun 2024 04:00:00 GMT

This IDC Tech Buyer Presentation highlights for IT buyers that the growing priority by solution providers on AI in UC&C solutions is changing along with what criteria matter when choosing a UC&C solution.

"Beyond the age-old UC&C solution buying criteria such as security, quality, and reliability of voice communications is a more broad and varied set of considerations for buyers today," says Denise Lund, research vice president, Worldwide Unified Communications and Telecom at IDC. "How the AI is situated in the overall solution — at a common platform layer or not, for example, and whether or not the UC&C solution is a vertically integrated, single vendor-provided solution or not, have implications on the speed of availability and depth of integration of GenAI functionality in a business."

Market Analysis Perspective: European Enterprise Communications Services, 2024

James Eibisch, Jan Hein Bakkers, Melissa Holtz-Fremeijer, Graham Fruin — Wed, 26 Jun 2024 04:00:00 GMT

This IDC Market Analysis Perspective provides network and communications service providers with insights into the development of the enterprise WAN, voice, and communications-platform-as-a-service (CPaaS) markets in Europe. It provides an overview of the competitive situation, key enterprise challenges, and adoption trends, as well as a view of market growth across the segments.

中国云会议市场份额，2023：蓄势待发

Kai Cui — Wed, 26 Jun 2024 04:00:00 GMT

中国企业通信市场助理研究总监崔凯表示：“云会议市场将继续保持稳定增长，并将在企业数字化转型中扮演至关重要的角色。云会议以其高效、实时的沟通和协作能力，成为企业加强与客户、合作伙伴和员工互动的核心工具。它不仅提供了高质量的交流平台，还通过智能功能的不断升级，改善了传统沟通方式的局限性，进一步增强了企业的灵活性和竞争力，为各行业的创新发展提供了坚实的保障。在未来，随着技术的进一步发展和应用场景的不断扩展，云会议将在推动企业创新和持续发展的过程中发挥更大的作用。”