Artificial Intelligence in Enterprise Communications and Collaboration, Global, 2019

Artificial Intelligence in Enterprise Communications and Collaboration, Global, 2019

Assisted and Augmented Intelligence is Making Greater Headway in Workplaces

RELEASE DATE
25-Feb-2020
REGION
North America
Research Code: K4A9-01-00-00-00
SKU: TE03931-NA-MR_24183

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Description

This research study focuses on how AI is making inroads into the enterprise communications and collaboration arena. Subsequent to the dynamic technology shifts from on-premises enterprise communications to cloud-based communications services, the industry is further warming up to embrace AI and integrate it with multifarious communication channels.

The foundation for AI infusion, across enterprise communications modalities, was set decades ago in the form of conversational user interfaces. In particular, chatbots made significant appearances through pop-ups in enterprise portals to provide effective self-service options to customers. Further, the introduction of consumer-oriented general-purpose virtual assistants by the industry behemoths, such as Google, Amazon, and Microsoft, significantly oriented the development path of conversational AI in enterprises.

Underpinned by advancements in AI technologies and underlying AI frameworks; significant breakthroughs in processors and computing platforms; and mechanisms to curate data, there are multiple AI applications available today including dedicated virtual assistants, predictive routing, process automation, voice biometrics, interaction recording, speech analytics, real-time transcription, automated forecasting, meeting assistance, automated video framing and many more. These applications are targeted at enriching customer care, employee productivity, and data-driven decision making.

In terms of skill sets, the AI applications can be segmented into assisted, augmented and prescriptive intelligence. By being able to accurately deliver intelligent automation of repetitive tasks, the assisted intelligence form of AI has come past the hype and experienced good traction across the enterprise communications realm. On the other hand, augmented intelligence is still maturing and garnering a few pilot trials; while, prescriptive AI is far-off in delivering on the promise of AI to act as a strategic team member and enable strategic decision making. However, it is anticipated that augmented and prescriptive intelligence-based applications will exhibit the true potential of AI as they would do much more than merely replicating the tasks by helping humans to unearth high-quality business insights that have the potential to combat risks and herald success.

Research Scope

  • The study focuses on applications of AI across the following enterprise communications areas:
  • communications hardware endpoints, including hard phones, headsets, and video conferencing devices;
  • communications software services, including cloud web and video conferencing, hosted IP telephony and unified communications-as-a-service (UCaaS), team collaboration, and contact center; and
  • software and platforms, including telephony, contact center, conferencing, instant messaging and presence, content collaboration, communications platforms-as-a-service (CPaaS), team collaboration, and other related business process software such as Salesforce.

Key Issues Addressed

  • Can AI make an impact on enterprise communications and collaboration space
  • What are the key use cases of AI?
  • What is the level of AI adoption in enterprises? 
  • How do enterprises across different regions perceive benefits and risks associated with AI implementation? 
  • How is the vendor landscape gearing up for driving AI-powered transformation in enterprise communications?

Author: Vaishno Devi Srinivasan

RESEARCH: INFOGRAPHIC

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Table of Contents

Executive Summary

Research Scope

Key AI Technologies in Enterprise Communications and Collaboration

Market Definitions

Market Definitions (continued)

AI Services Segmentation by Skill Set

AI Services Segmentation by Skill Set (continued)

Infusion of AI in Enterprise Communications and Collaboration

Infusion of AI in Enterprise Communications and Collaboration (continued)

Key AI Trends in Enterprise Communications and Collaboration

Evolution of Assisted Intelligence in Enterprises

Evolution of Assisted Intelligence in Enterprises (continued)

Evolution of Assisted Intelligence in Enterprises (continued)

Other Emerging Assisted Intelligence Use Cases in Enterprises

Emergence of Augmented and Prescriptive Intelligence

Perception of Relevance of AI to Enhance Enterprise Communications and Collaboration—Global and Regional

Top Benefits and Risks Associated with AI-powered Enterprise Communications and Collaboration

Top AI Benefits and Risks by Region—North America

Top AI Benefits and Risks by Region—Europe

Top AI Benefits and Risks by Region—Latin America

Top AI Benefits and Risks by Region—APAC

Metrics on a Specific Type of Risk—Jobs Replaced by Automation

Summary of Survey Findings

Summary of Survey Findings (continued)

Market Drivers

Market Restraints

Enterprise AI Developer Ecosystem

Key Enterprise AI Use Cases and Applications

Competitive Landscape

Competitive Landscape (continued)

Competitor Profile: Amazon

Competitor Profile: Google

Competitor Profile: Microsoft

Competitor Profile: Microsoft (continued)

Competitor Profile: IBM

Competitor Profile: Cisco

Competitor Profile: Zoom

Competitor Profile: Slack

Competitor Profile: Audeering

Competitor Profile: Afiniti

Other Key Competitors in AI-powered Enterprise Communications and Collaboration

Other Key Competitors in AI-powered Enterprise Communications and Collaboration (continued)

Other Key Competitors in AI-powered Enterprise Communications and Collaboration (continued)

Other Key Competitors in AI-powered Enterprise Communications and Collaboration (continued)

Other Key Competitors in AI-powered Enterprise Communications and Collaboration (continued)

Other Key Competitors in AI-powered Enterprise Communications and Collaboration (continued)

Conclusion

Legal Disclaimer

List of Exhibits

List of Exhibits (continued)

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
This research study focuses on how AI is making inroads into the enterprise communications and collaboration arena. Subsequent to the dynamic technology shifts from on-premises enterprise communications to cloud-based communications services, the industry is further warming up to embrace AI and integrate it with multifarious communication channels. The foundation for AI infusion, across enterprise communications modalities, was set decades ago in the form of conversational user interfaces. In particular, chatbots made significant appearances through pop-ups in enterprise portals to provide effective self-service options to customers. Further, the introduction of consumer-oriented general-purpose virtual assistants by the industry behemoths, such as Google, Amazon, and Microsoft, significantly oriented the development path of conversational AI in enterprises. Underpinned by advancements in AI technologies and underlying AI frameworks; significant breakthroughs in processors and computing platforms; and mechanisms to curate data, there are multiple AI applications available today including dedicated virtual assistants, predictive routing, process automation, voice biometrics, interaction recording, speech analytics, real-time transcription, automated forecasting, meeting assistance, automated video framing and many more. These applications are targeted at enriching customer care, employee productivity, and data-driven decision making. In terms of skill sets, the AI applications can be segmented into assisted, augmented and prescriptive intelligence. By being able to accurately deliver intelligent automation of repetitive tasks, the assisted intelligence form of AI has come past the hype and experienced good traction across the enterprise communications realm. On the other hand, augmented intelligence is still maturing and garnering a few pilot trials; while, prescriptive AI is far-off in delivering on the promise of AI to act as a strategic team member and enable strategic decision making. However, it is anticipated that augmented and prescriptive intelligence-based applications will exhibit the true potential of AI as they would do much more than merely replicating the tasks by helping humans to unearth high-quality business insights that have the potential to combat risks and herald success.--BEGIN PROMO--

Research Scope

  • The study focuses on applications of AI across the following enterprise communications areas:
  • communications hardware endpoints, including hard phones, headsets, and video conferencing devices;
  • communications software services, including cloud web and video conferencing, hosted IP telephony and unified communications-as-a-service (UCaaS), team collaboration, and contact center; and
  • software and platforms, including telephony, contact center, conferencing, instant messaging and presence, content collaboration, communications platforms-as-a-service (CPaaS), team collaboration, and other related business process software such as Salesforce.

Key Issues Addressed

  • Can AI make an impact on enterprise communications and collaboration space
  • What are the key use cases of AI?
  • What is the level of AI adoption in enterprises? 
  • How do enterprises across different regions perceive benefits and risks associated with AI implementation? 
  • How is the vendor landscape gearing up for driving AI-powered transformation in enterprise communications?

Author: Vaishno Devi Srinivasan

More Information
No Index No
Podcast No
Author Vaishno Devi Srinivasan
Industries Telecom
WIP Number K4A9-01-00-00-00
Is Prebook No
GPS Codes 9528-C1,9533-C1,9535-C3,9717-C3,9A59-C1,9702-C1,9705-C1,9884-C1,9885-C1,9886-C1,99DF-C1,9A5B-C1,9610,9656,9661,9B07-C1,9723,9724