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What’s keeping IT leaders up at night?

Liz Fieno Liz Fieno
Liz Fieno
What's keeping IT leaders up at night? blog featured image

This content is part of the Enterprise Communications Landscape. To read the full report, download your copy.

Are you building for the total experience (TX)? Some call it XCaaS, some call it TX–but across employees and customers alike, experience is a valuable differentiator.

By 2024, organizations converging both and offering TX will outperform competitors in both EX and CX metrics by 25%. 

But because all of the employee, customer, or conversational AI tools are different, actually achieving TX requires a Communications Cloud to integrate and create interoperability across solutions.

Building for a total experience 

When polled, enterprise IT leaders reported that creating consistent, friction-free user experiences (UX) remains a top priority–and challenge.

Question: What technology challenges keep you up at night? 

  1. User experience
  2. Cloud migrations
  3. Call reliability & quality
  4. Price point (cost savings)
  5. Speed of delivery
  6. Complexity
  7. Orchestration & Automation
  8. Interoperability 
  9. Training & Adoption 
  10. Other

The market has begun to see a convergence between Unified Communications as a Service (UCaaS) and Contact Centers as a Service (CCaaS) solutions. 

Current systems that aren’t up to snuff

What else did respondents tell us? Sometimes, the juice isn’t worth the squeeze. 

Less than half–46% of participants–said their current communications solutions meet their needs, and 38% of participants said never, rarely, or sometimes.

Question: How well do your current comms solutions meet your needs? 

The average global enterprise uses 364 SaaS apps, and employees use less than half of these regularly. When compared to the projected worldwide IT spending of $4.5 trillion in 2023, it’s clear that disconnected digital environments not only challenge flexibility, scalability, and UX, but they also drive up costs unnecessarily.

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