CX and communication and collaboration solutions, and programmable platforms should be leveraged as key enablers

DUBLIN, September 8, 2022 /PRNewswire/ — The “Digital Trends in Education – 2022 Investment Plans Address Talent Shortages and Remote Learning” report has been added to from offer.

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The analyst identified that the education sector is ripe for digital transformation and the adoption of modern communication and collaboration technologies to improve operational efficiency, improve instructor performance and improve the student experience.

COVID-19 has revealed this sector’s lack of preparedness to respond to the sudden need for social distancing. From distance learning to mass communications, educational organizations have gone to great lengths to maintain operations and engagement. With students returning to classrooms as the pandemic becomes more contained, other issues have come into play. Great resignation, inflation, the desire for work-life balance and a rise in concerns around sustainability create a need to move towards remote capabilities and flexible hours.

Ensuring equity in education has always been a challenge, but the pandemic has revealed serious gaps in reaching low-income families or students with learning differences. Video lessons were ineffective for students who lacked the equipment, home space, or bandwidth to stay online. Children with learning differences such as ADHD (attention deficit/hyperactivity disorder), autism, or dyslexia had trouble concentrating, understanding, or retaining video lessons.

Before the pandemic, educators were challenged by progressive citizens. As AI and automation continue to improve in the performance of human functions, the types of jobs available will change rapidly, forcing more students to graduate with better analytical, collaborative, and creative abilities.

As technology has become essential for education, ensuring the security of digital devices has become crucial. Child safety is always a top concern for everyone. From sharing personal information (like where they live) to strangers showing up to class on a Zoom call, there has been a need to take a closer look at security protocols.

Digital technologies, including CX and communication and collaboration solutions, as well as programmable platforms, must be harnessed as key enablers for accelerated and effective transformation within educational organizations.

In order to properly apply programmable communications and other digital technologies to meet the unique needs of educational organizations, a clear understanding of processes and workflows and their choke points is required.

There is a wealth of student data that can be used to help students learn better by personalizing their courses and customizing the support they need with analytics solutions.

This study provides a perspective on communications and collaboration and CX technology in the education sector in any country and region of the world. It identifies how conferencing/meetings and collaboration, UCaaS, CPaaS, CCaaS, and CX solutions deliver value in this vertical and how education service providers are using these technologies to improve their student and teacher experience. .

It also includes a customer perspective based on a global survey conducted in January 2022 of 80 IT decision makers from the education sector.

Main topics covered:

1. Scope and methodology

2. Executive Summary

3. 2022 Results of the Consumer Computing Education Decision Makers Survey

  • Research objectives and methodology

  • Apps

  • Research Methodology

  • Main organizational goals ranked as ‘critical’ or ‘very important’: education sector, world, 2022

  • Top Employee Engagement Initiatives and Attrition Levels in Contact Centers: Education Sector, Global, 2022

  • IT/telecom challenges: education sector, world, 2022

  • Impact of COVID-19 on digital transformation strategy: education, world, 2022

  • Digital Transformation Plans: Education Sector, World, 2022

  • Investments in communications and collaboration: education sector, world, 2022

  • Investments in contact center technology: education sector, world, 2022

  • Migration of applications to the cloud: education sector, world, 2022

  • CX investments against CX priorities, education sector, global, 2022

4. Growth environment

5. Strategic imperatives

  • Pain Points in the Vertical Education Sector

  • The strategic imperative

  • Communications and Collaboration in Education and the Strategic Imperative

  • The Value Proposition of APIs, CPaaS, and Programmable Communications

  • Excellence requires inclusion

6. Appendix

For more information on this report, visit

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