Communication Strategies 2022 Technology Trends & Predictions:
- Microsoft will add a voice channel to its customer engagement platform.
- Zoom will offer contact center functionality.
- AWS, MS, and Zoom will increase their customer bases.
- Additional network outages will affect many cloud based applications.
- Supply chain challenges will delay projects.
- More mergers, acquisitions, and consolidation will occur in the UC/CC space.
- Collaboration platforms will continue to add functionality.
- Companies will continue to experience challenges adapting to a hybrid work mode.
Predicted trends may impact some vertical markets and geographical areas more so than others. As an example, companies insisting upon full return to the office are encountering delays, resignations, demands for higher compensation and increased hazard pay. Employees are more likely to switch jobs to companies who support WFM or flexible hybrid models.
Some predictions are tied to others. Zoom moved to acquire Five9 in 2021 but as that potential merger ended, they are likely to be in the hunt again for another contact center acquisition.
Delayed projects due to supply chain challenges appear to be impacting all industries. Raw metals or materials availability, transport and fabrication impact the chip manufacturing market for everything from automobiles, appliances, and telephones to switches and routers.
