BICS was pleased to be part of the Enterprise Connect event in Orlando, Florida, which attracted thousands of industry experts from across the world to discuss the future of business communications.

Regardless of the type of service provider – contact centers, conferencing or collaboration service providers – the whole industry is currently in a transition phase converging towards cloud-based solutions. This is triggering the mainstream adoption of omni-channel communication technologies.

Here are our key takeaways from this year’s event:

Industry leaders from digital enterprises and global companies discussed about the cloud enablement offering global footprint with local reachability.

Smart, multi-channel two-way communications with customers in the channel of their choice – whether call, chat, messaging or video – is the way of the future and will allow organisations to build rewarding relationships with their customers.

“Cloud numbers, also known as virtual numbers or DIDs*, are the fundamental building block of cloud communications. The main benefit is that they can be obtained from global communications providers, meaning that enterprises and service providers can quickly and easily set up communications services in new markets or offer value-added communications services compliant to regulations, license acquisition and network service requirements. The industry is now focusing on the regulatory aspects such as emergency communications and lawful interception capabilities,” said Divya WAKANKAR, Head of Voice Innovation at BICS.

On-net and direct network connectivity are critical components for any service provider wanting to offer reliable cloud based services.

Industry collaboration such as the partnership between BICS with key cloud service providers, such as Amazon Web Services (AWS) and Microsoft Azure, to offer direct Cloud Connect capabilities will help the industry move to new levels of service performance.

In the coming years, global enterprises will gradually conduct communications across multiple channels with context-based interactions through voice, chat, messaging, video and social channels in an integrated and unified manner. For this to happen these communications modules must be extremely easy to integrate, via flexible and comprehensive APIs. Moreover, AI-driven machine based interactions will become very rich and an increasingly important component of business communications.

“Any service provider looking to incorporate cloud based communications must ensure they select a global communication service provider with a one-stop-shop offering that incorporates voice, messaging and capacity with monitoring, fraud prevention and analytical capabilities. Global communications providers like BICS, backed up by a heritage of reliable on-net service delivery, will help accelerate the industry in the long run,” said Jorn VERCAMERT, VP Communication Solutions at BICS.

Discover more about our Cloud Communications solution.

* Direct inward dialing (DID), also called direct dial-in (DDI) in Europe and Oceania, is a telecommunication service offered by telephone companies to subscribers who operate a private branch exchange (PBX) system.
Photo courtesy of Enterprise Connect Flicker