What we now refer to as UCaaS started as a hosted version of the PBX. The scope of UCaaS has expanded throughout the years and today generally includes voice, messaging, and meeting capabilities. It’s early yet, but the next big trend in UCaaS appears to be analytics: specifically, how services are consumed.
UCaaS providers intend to help their customers (organizations and individuals) communicate and collaborate more effectively. The offerings and capabilities have been expanding over the past several years, as analytics capabilities and AI are combined with usage metrics from cloud-delivered services.
