Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS

Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS

This IDC Market Perspective analyzes the key announcements made from collaboration and contact-center-as-a-service (CCaaS) vendors and their impact on the market at the Enterprise Connect 2024 conference and expo, which was held in Kissimmee, Florida, from March 25 to March 28, 2024. The incremental but significant progress in applying GenAI across the UCaaS, CCaaS, and collaboration markets was highlighted. The focus was on smarter solutions, which reflects a broader industry trend toward leveraging AI to enhance user experiences and operational efficiency. As these technologies continue to evolve, they promise to be instrumental in reshaping the future of work. The event underscored a unified industry trajectory toward smarter, AI-enhanced solutions and signaled a significant — albeit gradual — shift in how businesses communicate, collaborate, and serve customers in an increasingly digital landscape. It also signaled changes in more multimodal content which is yet to become commonplace. "The Enterprise Connect conference built on last year's AI announcements, showing that the greatest benefits are yet to be realized," said Wayne Kurtzman, research vice president, Social, Communities, and Collaboration at IDC. "These announcements show that the future has AI everywhere becoming more helpful and more multimodal and this will require significant shifts in how we work with each other."

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