In 2011, Marc Andreessen authored a visionary article in the Wall Street Journal titled “Why Software Is Eating the World.” His insight has proven especially relevant within the enterprise communication and telephony sectors. Today, cloud-based Unified Communications as a Service (UCaaS) platforms are experiencing remarkable growth, transforming the way organizations communicate.
According to analysts from Juniper Research, the revenue generated by this market is projected to double between 2024 and 2028, reaching nearly $60 billion. While the COVID-19 pandemic exponentially increased the use of instant messaging and video conferencing tools, service providers aimed to go further by offering a comprehensive suite of communication services that include not only video but also telephony.
1. Artificial Intelligence at the Heart of Communication
Similarly to Zoom, companies like RingCentral are leveraging artificial intelligence (AI) to differentiate themselves and strengthen their positions in the market. In February, RingCentral announced the AI Receptionist, an agent-powered AI system capable of engaging with customers and executing complex tasks—distinguishing it from traditional Interactive Voice Response (IVR) systems or simple voice chatbots. Initially released in beta within the US, a full-scale rollout is planned for the second quarter of 2025.
RingCentral’s AI goes beyond basic automation, competing with offerings like Zoom’s AI Companion, Microsoft’s Copilot, and Cisco’s AI Assistant integrated into Webex. The strategic focus on AI aims to provide more intelligent, efficient, and personalized customer interactions, bolstering the company’s offerings and client engagement.
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Dawn Liphardt