Growth Opportunities for Communications, Collaboration, and Contact Center Technologies in the Education Industry
Enabling Key Education Workflows with Pre-packaged and Programmable Communications Solutions to Enhance Student and Teacher Journeys
Frost & Sullivan has identified the education vertical as being ripe for a digital transformation involving the adoption of modern communications and collaboration technologies with the objective of improving operational efficiencies, instructor performance, and students' experience.
The COVID-19-induced need for social distancing unmasked this sector's lack of preparedness to work remotely when required.
The pandemic-induced changes in the education vertical have been profound and pervasive:
From implementing remote classes to enabling mass communication, education organizations have made significant efforts to maintain operations and engagement.
Although some organizations were already embracing digitization and virtual classes, the pandemic showed clearly that only the first small steps have been taken towards the goal of digitization and that use cases are still emerging.
Digital technologies, including communications and collaboration solutions, as well as programmable platforms, must be leveraged as key enablers of accelerated and effective transformation within education organizations.
In order to properly apply programmable communications and other digital technologies to address education organizations' particular needs, a clear understanding of the processes and workflows and their chokepoints is required.
This study discusses opportunities for improving student and staff experiences and enhancing important workflows in the sector using pre-packaged communications and collaboration solutions as well as application programming interfaces (APIs) and programmable communications capabilities.
This study highlights key use cases for point solutions such as video conferencing, team collaboration, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), contact center and contact center as a service (CCaaS), and communication platform as a service (CPaaS) solutions in the education sector.
More specifically, this study identifies the following use cases whereby advanced communications tools can deliver value to education organizations:
The study identifies the key growth opportunities within the education sector for different types of communications solutions, such as video conferencing, UCC and UCaaS, contact center and CCaaS, CPaaS, and communications devices.
The objective of this study is to enable market participants to more effectively address both long-standing challenges and the current pain points and shifting scenarios that COVID-19 has presented.