In today’s hybrid work environment, team members scattered around the globe often struggle to stay connected. Communication is fragmented across various systems and tools, leading to a complex IT environment that’s both costly and inefficient. This fragmentation hampers productivity and makes it difficult for employees to stay engaged. In fact, nearly 70% of employees today either feel disengaged or are actively disengaging.
According to Gary Sorrentino, Global CIO at Zoom, companies are recognizing that their best asset is their employees. He mentions that the future of work hinges on the employee experience. Unlike in pre-pandemic times, today’s workers won’t tolerate a poor work environment. They seek employers who offer tools that enhance productivity, streamline communication, and facilitate modern collaboration.
This is where unified communications-as-a-service (UCaaS) comes into play. UCaaS is a key solution for digital transformation and cultivating a positive company culture. It consolidates voice, video, and collaboration tools into a single, cloud-based platform. This integration simplifies communication, boosts productivity, and aligns with how employees want to work, whether through chat, voice, video, or email.
Employees are struggling because IT leaders might not fully understand their needs. The workers who went remote years ago have developed new, flexible work habits. They know how, when, and where they want to work. It’s crucial for IT solutions to adapt to these new preferences rather than forcing employees back into old frameworks. By providing a platform that integrates all modes of communication, UCaaS offers a “universal translator” that meets employees where they are, without disrupting their comfort zones.
A tangible benefit of UCaaS is its ability to minimize the “toggle tax.” A study showed that workers switch between platforms up to 1,200 times a day, which drains about 9% of their working time due to context switching. UCaaS eliminates this inefficiency by providing a seamless, all-in-one solution.
Moreover, UCaaS enhances communication for both employees and clients, offering what Sorrentino and Gartner call a “total experience (TX).” This results in clear and seamless interactions, reducing the chances of misunderstandings and improving overall success rates for any communication.
On the backend, UCaaS also streamlines operations for IT staff. Managing a single, integrated platform is far simpler than juggling multiple tools. This reduces help desk pressure and makes it easier to keep the system updated. Partnering with a robust technology provider like Zoom ensures continuous support and regular updates, maintaining alignment with the latest innovations.
Artificial Intelligence (AI) is becoming increasingly significant in the UCaaS space. Current AI features include translation and integrated camera tools like virtual backgrounds and filters. As AI evolves, it will make these integrated solutions even smarter, acting as digital assistants that help users work more efficiently.
When choosing a UCaaS provider, it’s essential to first identify gaps in both employee and customer experiences. A good provider will offer a fully integrated solution that works well with other external apps. Equally important is the total cost of ownership, which includes not just the license fees but also support, training, and other ongoing costs.
Understanding what employees truly want and need is vital. When their needs are met, they’re likely to remain loyal users for life.