“AI technologies are definitely maturing, and more and more communications providers and technology developers are using AI to enhance their solutions,” says Elka Popova

VP and Senior Fellow for Connected Work Research, at Frost and Sullivan. “I think at the moment most of the AI-powered innovation that we're seeing is in contact center, more specifically contact center as a service, and to some extent in cloud meetings. There is, however, huge potential to continue to enhance voice communications, analytics tools, and other parts of kind of the broader business communication space using AI technologies. And I think the onus is on the vendor community to figure out which AI-powered features and capabilities need to be table stakes and provided to customers free of charge and just kind of used to create customer value but not necessarily create revenues.”

Popova will be one of the featured panel members on a session labelled: Forecasting the Cloudscape: Navigating Present Realities and Future Horizons of Communications, UCaaS, CCaaS, CPaaS, Security: Crafting the Ultimate Collaboration Suite for Revenue Growth. Popova’s work focusses on UCaaS, Collaboration and the Future of Work. She has spoken and participated in CCA events and is widely respected expert on these markets and trends.

“And then there will be other features and capabilities that will have to be offered at a premium. And once the vendors monetize these capabilities, I think this will kind of elevate the industry to a different level.”

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