An important pillar of the global economy, the financial services industry is experiencing rapid and substantial transformation. Contact center, unified communications and collaboration technologies have risen in prominence as financial services institutions have needed to connect a workforce that is more widely distributed than ever before and adopt new business models to address rapidly evolving customer needs and interaction preferences.

This study leverages the input of IT decision makers from a global survey conducted by Frost and Sullivan in November through December 2021, which was analyzed in 2021. IT decision maker participants spanned across global regions, and business sizes. The survey focused on the current state of adoption among various unified communications, collaboration and contact center tools, key investment drivers and future investment plans, perceived benefits of those tools, top challenges that financial services organizations face, the current and future state of hybrid work, as well as future office and real estate plans.

The financial services sector encompasses a rage of business types, from commercial and consumer lending, investment, insurance collections and more.