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The digital workplace in 2024: A strategic roadmap of innovation in unified communications

This post will review emerging trends in unified communications, as well as the other technologies that support the digital workplace.

The growing digital workplace solutions market

It can be challenging to pinpoint the definition of the digital workplace. However, every enterprise must clearly define its digital workplace to evolve and thrive. In the collaboration space, hybrid and remote work is the dominant form of employment. But many offices are transitioning more workers back to the physical office, while simultaneously augmenting current spaces to adjust to a hybrid workforce. This hybridization means fewer desks, additional video calling options, and enhanced board rooms or mixed physical and digital collaboration meeting rooms.

This post will review emerging trends in unified communications, as well as the other technologies that support the digital workplace. Additionally, we will predict how OnX Canada expects those trends to play out for the remainder of the year.

What is the digital workplace?

A well-defined explanation of the digital workplace is necessary to keep pace with the technology needs of the modern workforce. OnX defines the digital workplace as the technology comprising unified communications, security, and networking solutions—especially related to the Cloud. This would include tools such as SD-WAN, SASE, and Network as a Service (NaaS).

OnX follows a holistic approach to ensure that unified communications are safe and secure in a fast network infrastructure that relies on the most up-to-date security protocols. OnX will continue to develop our methodology as the digital workplace evolves.

Essential technology of the digital workplace

  • Unified Communications as a Service (UCaaS): Maximize your team’s collaboration potential and enhance internal communication through streamlined processes utilizing Microsoft Teams Voice (MSTV) or Cisco Webex Calling.
  • Contact Center as a Service (CCaaS): Support customers in the channel of their preference.
  • SD-WAN: Secure, fast, virtualized networking based on cloud technology.
  • SASE: Security-integrated network tools that use advanced threat detection and mitigation tools.
  • NaaS: Professionally managed network tools.

The outlook for the digital workplace portfolio of tools


A key trend in collaboration is the movement away from disparate applications in favor of integrated platforms. Businesses are adopting platforms such as Microsoft Teams or Webex that integrate various solutions across the company network to boost capabilities and efficiency and simplify the network. Custom applications and automated processes built into the platform workflow mean that users rarely need to leave Webex or Teams to accomplish their tasks.

Neal Marksberry, Director of Product Management for OnX said, “Collaboration is now a platform. It has expanded to the point where a particular communications application is the nucleus for all things relevant to the day-to-day needs of an end user, and it includes the additional integrations that make it that focal point for efficiency.”

Also read: Microsoft and the new collaboration world

CCaaS and UCaaS

The trend toward “platformization” includes unified communications and Contact Center as a Service. Each is a cloud-based communication system featuring similar functions but for varying objectives. In the past, UCaaS has been utilized for internal communications, while CCaaS is more support-based and faces external customers. Increasingly, UCaaS and CCaaS are merging into a unified platform, sometimes called “Communications Platform as a Service”. However, the industry has not yet settled on this term.

The many benefits of unifying UCaaS and CCaaS will continue to drive platformization for better user experience, customer experience, and centralized control.

Learn more: Unlock the full benefits of UCaaS solutions with optimized security

Machine learning and AI

Forward-thinking enterprises are incorporating AI into workflows to boost productivity through virtual assistants and streamline communications processes with embedded AI in use cases from transcription to real-time translation. Organizational AI helps companies better utilize their space and promotes collaboration between teammates. Networking and security also benefit from AI with next-gen threat detection and intelligent network traffic routing. As a whole, the digital workplace stands to make incredible gains in productivity, cost-efficiency, and employee and user experiences from AI advances over the next year.

Professional services

IT service providers are creating specialized professional services that meet the demands of the emerging digital workplace. Organizations of all sizes are up against complex environments in service of remote and hybrid workplaces. Companies may need managed service assistance for a specific migration project or aid in managing everyday IT tasks related to the digital workplace, such as networking, communications, or security.

OnX offers personalized, white-glove professional services that meet the unique needs of your digital workplace.

Also read: Embrace new technology innovations with the OnX implementation process

An OnX partnership brings your digital workplace into the future

As 2024 continues, OnX predicts that unification trends will continue. Cloud contact centers and unified communications will likely continue merging, but it’s unclear what term will be used to describe this platformization—whether CPaaS or new terminology entirely.

AI will fuel every aspect of the digital workplace: security, networking, organization, collaboration, communication, and more. As large language models (LLMs) built on natural language processing (NLP) functionality continue to increase in scope and ability, it’s natural to assume that AI will dominate the digital workplace with increasingly sophisticated tools such as advanced transcription and translation, enterprise search, and auto-healing. 

However, getting the most out of your digital workplace requires careful strategy. OnX delivers vital integrations built around the daily functions of your organization. Our offerings provide a range of functions that offload the burden from your IT team, including OnX Professional Services, managed unified communications, managed contact center, and managed networking.

Contact one of our experts today to learn how you can bring your digital workplace into the future.