This 2022 has brought new opportunities that are being taken advantage of by those companies that have shown flexibility, efficiency and results up to the circumstances. Many of them have leveraged technologies, such as the Cloud, to enable their transformation. In fact, eight out of 10 companies in the region are already moving applications to the Cloud, according to a Frost & Sullivan study.
Although in our industry we continue to see great disparity in the preparation of companies for this process and we see that some continue to prefer on-premise processes; others who do not want to take the plunge and are looking for hybrid models, and others who were simply born digital.
In this sense, there are still several challenges for companies that have undertaken this process. Among the most relevant we must mention the following: guarantee compliance with regulations and the security of data and applications; deploy an application in multiple IT environments; modernizing legacy applications for deployment in the cloud, and migrating data and applications to the cloud which often has its own set of complications.
Studies project the consolidation of a hybrid scenario in the region, where there will be more and more options to operate the infrastructure of contact center and unified communications systems and applications, whether through public, private or hybrid clouds. In fact, for 62 percent of decision makers in Latin America, moving Customer Experience -CX- applications to the cloud is crucial or very important, according to the Frost & Sullivan survey.
It must also be said that the market for communications as a service is clearly growing. This same study shows a strong acceleration in our region of the CCaaS (Contact Center as a Service) market, which has registered an increase of more than 160 percent in just three years and with expectations of exceeding 250 million dollars in turnover this year. year.
On the side of UCaaS (Unified Communications as a Service), there are equally encouraging data. The growth expectation for users this year remains in double figures, far exceeding the 2.3 million active users in the region, which will generate nearly 300 million dollars in billing in 2022.
In this sense, today is the time to plant a solid foundation of CX and collaboration solutions for the future of organizations, and focus investments on suites of integrated cloud services that offer the experiences that end users, employees and business IT administrators need.
By Gastón Tanoira, Technology and Business Development Leader of Avaya Latin America
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Eddie is an Australian news reporter with over 9 years in the industry and has published on Forbes and tech crunch.