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2020 vision

January 2020 marks the dawn of a new decade and as we look to the future with crystal-clear vision, it’s also worth a quick glance back over our shoulders at what the last 10 years has brought us.

The list of tech giants whose services we now take for granted, that you had never heard of when they began circa 2010, is pretty mind-blowing! Apps we now rely upon on a daily basis; Uber, Instagram and WhatsApp on our iPads (which didn’t exist either, by the way) had they existed, would have been operating on a sluggish 3G network.

We can expect change to continue apace in 2020 and, as Incom-CNS enters its fourth decade, our expertise and experience, together with strong partnerships with industry innovators, enables us to harness the latest technologies and continue to deliver award-winning solutions for our customers.

“Incom-CNS has never been short sighted. Over our 30-plus years we have embraced change and developments in technology, enabling us to stay at the leading edge of the industry. However, 2020 will be about cultural as well as technological change in business communications, as competing companies strive to provide a holistic customer experience to meet the demands of consumers and differentiate themselves through service.”

David Hughes, Incom-CNS Group CEO

What’s trending?

Death of ISDN

2020 will be the year of fibre – BT has said ISDN and PSTN lines won’t be available to buy from this year. It is the beginning of the end of the analogue network as legacy products start to fall by the wayside and we move towards ‘all IP’ services – look out for a series of new Incom-CNS Group webinars examining the opportunities for your business before the death of ISDN!

Rise of 5G

5G data plans will become more affordable with greatly improved coverage, providing ultra-low latency, faster speeds and the potential to transform businesses big and small.

Remote working

As employers and employees alike demand more flexible working, expect to see next level collaboration making it easier than ever to collaborate with entire teams, without the need to be in the same geographical location. Deploying remote workers also allows companies access to new talent pools that span much farther than their local footprint.

Growth of automation and self service

Automation is one of the most valuable technologies of right now. Automation tools are becoming critical to managing the volume of conversations in the current customer service environment, as well as the diverse selection of channels that support these discussions.

AI, machine learning and IoT have been buzzwords for a year or two now, but 2020 is really the year when AI will get a proper foothold in the market. It is estimated there will be eight billion digital voice assistants in use by 2023.

CX is key

As consumer choices have broadened, customers are demanding the flexibility to interact with companies through the digital channel of their choice – online and on demand. Technology has to deliver convenience and be as seamless as possible, as customer experience continues to overtake price and product as the key brand differentiator.

Forward thinking companies know that they have to offer great CX in order to be competitive and CPaaS (Communications Platform as a Service), enables companies of any size to easily add channels like Mobile Business Chat, Email, Social, Video, etc. directly into the flow of their business processes in order to maximise the quality of the user’s experience.


Unfortunately, progress doesn’t only present opportunities for business – there can be threats too. Organisations need to go above and beyond with technologies to address a predicted rise in cybercrime, especially against SME’s, as criminals progressively move away from large enterprises to focus on attacking increasing numbers of small to medium-sized businesses, as ‘soft targets’.

2020 will inevitably bring ongoing exciting changes and developments in business communications. Be sure to follow the Incom-CNS Group on social media as we continue to bring you the latest.



Get in touch

0161 788 0000

We pride ourselves on offering businesses award-winning customer service and first-class advice on every aspect of business communications. We would love to learn more about you and your specific communications needs, so please get in touch.

    Manchester University NHS Foundation Trust

    The Trust has a long-standing relationship with Incom-CNS and considers them an important partner. The Mitel solution has delivered the increased resilience required for our critical services.

    Premier Holidays

    The Mitel solution from Incom-CNS has helped us to save money, improve our flexibility to manage seasonal demands, increase our efficiencies and deliver exceptional customer service.

    The Range Superstores

    Our customers can speak to the right person, first time, and this level of service sets us apart from the competition. In Incom-CNS and Mitel we have the perfect partnership.

    Harley Medical Group

    Throughout our relationship, I have found Incom-CNS to be very helpful and professional. I would not hesitate to recommend Incom-CNS to other companies.

    Stafford and Rural Homes

    The Mitel system from Incom-CNS will pay for itself in two years through significantly reduced management costs and savings on our telephone bill in the order of 20%.

    Nine St John Street Chambers

    We have worked with Incom-CNS for twenty years and trust their advice and technical capabilities. The Mitel platform is a reliable solution that meets our current and future requirements.

    Ison Harrison Solicitors

    Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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