It seems like every communications provider is touting its ability to improve customer and employee experiences with a converged Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) offering. Conceptually, the coming together of UCaaS and CCaaS makes sense. Integrating the two previously separate domains enables seamless workflows that span back office and front office. Often, a contact center agent or sales professional, to cite two common examples, would need interact with a customer in one system and then use a separate solution to get answers from co-workers. The integration of the two removes the human latency built into processes today.
