Enterprise Communications: What Can We Expect in 2024 & Beyond?

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Enterprise communications can make or break a business. It enables efficient communication with customers and collaboration across organisations. This is especially important for large, multinational corporations which are spread across multiple sites.

One of the biggest challenges is how dynamic enterprise communications can be. From one year to the next, technology and best practices can change – and organisations that don’t keep up can soon lose their edge over competitors. To stop that happening to you, this post will run through the latest developments for 2024 and beyond.

Technological advancements for enterprise communications

First and foremost, technology continues to advance at a fast pace. Here are just some of the ongoing developments that organisations have to contend with:

  • 5G – As high-speed 5G connectivity is rolled out, everyone will be keen to make the switch to enjoy faster speeds to enable high-definition video calls and the best-quality voice calls without any lag.
  • AI – From automatic analytics to virtual agents, AI is improving practically all areas of enterprise communications. Organisations that don’t embrace the shift could be left behind in terms of productivity, customer experience and so much more.
  • IoT – The Internet of Things refers to connected devices that can automate business processes. Organisations face the challenge of integrating IoT devices with their communication technologies to improve productivity and customer experience.
  • Cloud migration – Don’t forget the continued shift towards cloud computing, which provides better scalability, security and even lower costs. It’s moving from an option to an essential for most companies.

But it’s not just businesses struggling to keep up. With these new technologies come new players in the enterprise communications industry. These vendors specialise in new technologies, such as 5G or AI, making it difficult for managed service providers to keep up.

A better way forward may be partnering with an alliance of vendors. This way, organisations can benefit from specialist support for the best-of-breed technology, however that may change. It’s a much more flexible approach which makes the fast-pace of technological advancements less disruptive.

Remote and hybrid working models

Gone are the days where remote and hybrid working were unusual occurrences. In 2023, 83% of organisations use hybrid working. That number is only set to increase in 2024 and beyond, as those who ignore the shift miss out on the top talent, struggle to retain staff and fail to match their competitors’ productivity levels.

This has its own implications for enterprise communications. With hybrid the predominant working model, it’s time for offices to become hybrid by default. That includes:

  • Cloud-based communication software so users can connect from any device and location.
  • Reliable communication support for remote workers to ensure better adoption of new technology.
  • Readily available devices to ensure good voice and video quality for remote users.
  • Hybrid meeting rooms that provide a collaborative environment for in-office and remote staff.

Security, privacy and data protection

As technology continues to advance, unfortunately so do cyber-criminals. They’re continually finding new ways to phish, hack and steal information from organisations across the globe. Enterprise communication isn’t immune from this, so it’s important to have robust security measures in place across the board.

Hybrid working might seem to complicate this further. However, it’s simply a case of ensuring all staff are working on secure devices and everyone is continually trained with the latest guidance on cybersecurity.

In terms of data security, most countries have regulations in place for customers’ data protection. It’s vital that your communication technology and operations are compliant with these regulations, given the amount of confidential data that’s passed over on a daily basis.

Multi-national companies will need partners that are familiar with the regulations in each country where you have a presence. Or, much easier, a global partner with experience in countries across the globe.

The importance of customer experience

Don’t get us wrong – customer experience has always been important. But in 2024 and beyond, we expect organisations across the globe to seriously up their game in terms of:

  • Personalised communication – Making customer interactions more useful for your customers, showing that you’re not just talking to them, but listening too.
  • Omni-channel support – Providing the same experience across all channels, including SMS, chat, voice, video and socials.
  • Data analytics – Gaining a better understanding of customer preferences to continually improve their experience with your brand.

These three key factors will define the customer experience in years to come. With 86% of customers willing to switch brands for a better customer experience, it’s important that organisations take note of these trends.

Enterprise communication requires flexibility

Here’s something that links a lot of the points above – flexibility. Whether it’s for new technology, remote working or a better customer experience, organisations need a flexible approach. Being tied into long, rigid contracts with legacy technology can prevent you from taking on that new technology or attracting that top talent with a hybrid working offer.

But it doesn’t have to be that way. In 2024, we expect organisations to embrace more flexible solutions, partnering with multi-vendor service providers who can assist with the solutions that are right for them.

Scalability is equally important, especially for multi-national organisations. They need the freedom to expand with new sites or even into new regions without feeling restricted by their current vendors. At the same time, you should be free to scale down your services when needed, to avoid paying for technology you don’t need.

The interoperability conundrum

Interoperability has never been more important. But it’s also never been trickier! Enterprise communication includes countless vendors, platforms and tools – not to mention parties (customers, employees, managers, stakeholders). Interoperability refers to the exchange of information across these platforms.

It enables seamless communication and collaboration across an organisation. In the coming years, this will be important for businesses across the globe. As such, it’s also going to be key for enterprise communication resellers that want to keep up and be competitive.

Sustainability in enterprise communications

With more consumers concerned about sustainability than their own financial situation, it’s clear that this is something enterprises across the world will need to embrace in 2024 and beyond. Corporate sustainability goals are becoming more common, ambitious and comprehensive – and it’s time enterprise communications played its part.

Some eco-friendly communication practices include:

  • Moving to the cloud – AWS reports that their customers use 84% less power by using the AWS cloud rather than operating their own data centres.
  • Paper-free communication – Employing collaboration tools can help you go paper-free to reduce waste. There’s no need to write that note or print that resource when you can simply share it with colleagues digitally.
  • Waste-reduction – Reusing or recycling communication hardware is also an important consideration, given the fast pace at which superior alternatives become available.

As well as improving your own sustainability directly, the key lies in choosing brands that align with your sustainability goals. As an example, Microsoft has outlined a long list of sustainability commitments, including carbon negativity by 2030, plus water positivity and zero waste by the same year. Essentially, they’re becoming more sustainable on behalf of their users – which all contributes to your own efforts.

How vendor-client relationships are changing

With all of the above points in mind, one of the biggest changes is how organisations are partnering with enterprise communication vendors.

Traditionally, companies have accumulated a long list of vendors, built up as their needs have changed throughout the years. Whether they’re deploying new software or expanding into new countries, an additional vendor would be added into the fray to provide what’s needed.

The result is an IT estate that’s difficult to manage, with a lack of integration and a serious agility problem. When new technology comes along or your needs change due to hybrid working, for example, you’re stuck in a series of lengthy contracts which are seemingly impossible to navigate.

Not anymore. Aura is changing the game when it comes to vendor-client relationships. Rather than giving you a one-size-fits-all solution based on a single requirement, we work with our clients to provide tailored solutions and support to fulfil all your enterprise communication needs.

Stay ahead of the curve with enterprise communications

Enterprise communications are the lynchpin of your organisation. Over the coming years, technological advancements will come thick and fast, while cybersecurity and customer experience continue to grow in importance. Paired with a hybrid working environment, organisations will need flexibility and interoperability for their IT estate.

If you’d like to talk more about the future of enterprise communications and how Aura can help you stay ahead of the curve, please don’t hesitate to contact our team.

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