Unified Communications Featured Article

UCaaS Gaining Traction Thanks to WebRTC and the Cloud

January 27, 2015

The cloud has paved the way for all sorts of exciting communications technologies and is the reason unified communications-as-a-service (UCaaS) has taken off. The market for UCaaS is continuing to gain traction and vertical industries like healthcare, education and contact centers are helping to fuel that growth.

According to MarketsandMarkets, the cloud-based contact center market will reach $10.9 billion by 2019, while the global telehospital/clinic and telehome market will hit a whopping $43.4 billion by 2019. The e-learning market is also helping to fuel UCaaS growth and is projected to reach $51.5 billion by 2016, as noted in a recent Telecom Reseller article.

WebRTC, or Web-based real-time communications, is emerging in a number of UCaaS solutions as a simple and cost-effective standard for interactive, browser-based voice, video and data communications. It is increasingly being used for solutions in the contact center realm and other vertical markets as well as for collaborative business solutions. The goal of WebRTC is to standardize and facilitate communications and collaboration for improved customer service and better overall business processes.

One of the main benefits of WebRTC, according to Voice4Net, is the ability to facilitate so many different types of communications with “zero client” implementation. Voice4Net provides multimedia customer interaction, speech recognition and other contact center solutions and has been working to incorporate WebRTC into its existing offerings.

CEO Rick McFarland said that WebRTC represents a massive opportunity to integrate UC into existing legacy systems in a very basic and intuitive way. He added that the technology enables custom solutions to be deployed quickly and easily in premises-based PBXs, ACD/contact center environments or via hosted and cloud-based services.

The cloud, is of course, the main reason UCaaS has gained so much traction and TeleSpeak has been offering cloud-based PBX services since 2010. The company’s offerings are geared toward contact centers, enterprise office environments, education facilities and the healthcare sector. TeleSpeak also offers the Home Anywhere solution, providing enterprise-level collaboration capabilities for the home or wherever workers may be located.

The UCaaS market still has massive growth potential as well as the ability to penetrate additional vertical markets. Both TeleSpeak and Voice4Net have plans to roll out new solutions utilizing the cloud and WebRTC in the coming months. The companies are also planning to integrate with cloud-based database management and business process management solutions to further expand their reach.

Edited by Alisen Downey

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