Unified communication medium could be a new normal post COVID-19: Report

The use of Unified Communication such as instant messages, calls, conferencing, email, and more have significantly increased amid the COVID-19 pandemic and the consumers are mostly relying on remote communication for interaction. Furthermore, the users are also getting used to this new medium of communication.

Looking at the market trend and the ongoing situation, Digitimes Research predicts that this extensive use of remote communication will become a new normal after the COVID-19 gets over.

How unified communication works, understanding the core

The unified communication solution combines a bunch of messages coming from sources including traditional telecom systems, the internet, and PC into a single format. Then, it transmits the messages via a single user interface for employees of an enterprise and its client for better efficiency of communication and cooperation.

Cloud computing has enhanced the experience of unified communication solutions and became Unified Communications as a Service (UCaaS). And furthermore, it can also be extended in two different cloud service solutions – contact center as a service (CCaaS) and Communications Platform as a Service.

Now let’s understand the meaning of these two extended variants of cloud computing, UCaaS, and CPaaS. 

UCaaS can be regarded as the type of Software as a Service (SaaS) with communication and cooperation as its key focus. Services such as Microsoft Teams and Zoom are a kind of UCaaS. The enterprise can easily activate them by just using few steps of setup.

Whereas the CPaaS is also capable of digitalizing all the telecom services, transforms them into API (Application Programming Interface) format, and integrates them on the cloud platform.

By using this transformation, the enterprise will easily be able to embed services provided by telecom operators. And satisfy their client’s customization requirements. The voice-based social media, Clubhouse uses the same CPaaS technologies to offer its services.