UCC is not a single tool or product, but rather a collection of solutions such as voice telephony, IP telephony, instant messaging, desktop sharing, and video conferencing that enable organizations to operate virtually seamlessly.

Conversational artificial intelligence and chatbots are a growing area in this product range and will be a major source of revenue over the next five years. It is sold per user in an annual subscription. This type of UCaaS creates a permanent source of income for a provider when all customer needs are met.

Benefits to organizations working across geographies on different devices running different platforms, UCC brings includes:

• Productivity: teams can work together collaboratively from the office, home, and mobile;

• Flexibility and Responsiveness;

• Reduce costs: shifting from capital intensive to cloud services on a subscription reduces startup and upgrade costs. It can also reduce travel with allowing multiple sites to video conference and share screens;

• Improving customer satisfaction: through faster customer information through mobile messaging, artificial intelligence, and automation.