Digitalization of the office environment is all about enabling each employee to do their job as efficiently as possible by promoting greater flexibility, providing them with convenient tools, facilitating seamless communication, and equipping them with adequate information. As a result, business uptake of AR technology, AI-driven instruments, wearables, and prescriptive analytics is forecast to rise by 2025 on the back of current UCC trends indicating an exponential growth of diverse in-house enterprise social networking and communication devices (Figure V).
UCC provides a simple platform to integrate temporary workers and contractors with the permanent team for more effective engagement and collaboration. These platforms allow traditionally siloed internal teams and external groups (such as suppliers, customers, and partners) to work together anytime, anywhere – helping to fuel new ideas, innovation, and co-creation. Frost & Sullivan findings on UCC market activity suggest potential for integrated multi-vendor communications, cloud-based applications, and greater adaptability to BYOD (Bring Your Own Device) trends as converged conferencing services (e.g., audio, video, web, screen share, chat) continue to take market share from standalone applications.
Enhanced telepresence and video conferencing solutions, for instance, could further support virtual co-location trends for flexible labour force as lower costs and rapid innovation stimulate the adoption of next-generation workplace communication features (Figure VI).
Of the connectivity trends, AR technology in smart devices holds the biggest potential for enterprise adoption, given its ability to boost performance while allowing for greater freedom of movement. AR can fit seamlessly into existing applications and platforms, including gamification for employee engagement, social media interaction, and company- wide collaboration through unified workplace communications (e.g., Microsoft HoloLens).
North America is projected to remain a robust market for AR-enabled opportunities in office communications while Europe and Asia-Pacific regions attempt to catch up with innovations in AR.
Growth in the wearables market, particularly when combined with AR capabilities, is also expected to surge within the enterprise segment. While smartwatches and smart wristbands continue to lead the total wearables market, the hands-free application and ability to display information in workers’ line of sight make smart glasses a technology to watch in the future of workplace communication.
By 2025, the global UCC market is estimated to more than double in size reaching $97.1 billion from $40.6 billion in 2018, registering a healthy CAGR of 13.3% over the forecast period. North America and Europe jointly account for about 68% market share in 2018, indicating a mature market where large organizations are already implementing UCC platforms for superior workplace communication.
In contrast, developing regions, such as Latin America, Africa, and the Middle East trail far behind in terms of embracing innovative communication channels. Asia-Pacific is expected to be the fastest growing regional segment by 2025 due to heightened demand for advanced communication platforms in the region paired with technological integration of cloud solutions.
Ample user demand is also anticipated to shift considerably from pure-play audio to intuitive audio and video conferencing, content sharing, and personalized collaboration experience (Figure VII). Interestingly, although major markets such as North America and Europe are beginning to experience a decline in audio revenue due to increased technology commoditization, all regions are forecast to record strong double-digit growth in cloud web and video conferencing revenue by 2025.
The trend broadly aligns with research findings stating that video conferencing tools perform up to 30% better than audio-only setups for remote office communication.
Advancements in AI capabilities, including cognitive computing, deep learning, and natural language processing, are paving the way toward intelligent machines with the ability to train themselves and effective internal communication applications for better engagement. AI will significantly drive the adoption of audio and video conferencing services by enabling users to automate manual and repetitive tasks such as taking meeting minutes.
Video-enabling huddle rooms may also be a priority for companies looking to enhance work productivity.
An exciting area of AI development is the cross-over from consumer-oriented digital assistants to enterprise digital assistants for future workplaces. As AI and voice recognition improve, digital assistants could increasingly enter the workspace, helping knowledge workers to prioritize information while proactively suggesting courses of action.
