Today, Bandwidth announced that its global bring-your-own-carrier (BYOC) product, Duet, is now available for Genesys contact center customers. To date, Bandwidth has aimed Duet at UCaaS deployments and currently has partnerships with Microsoft Teams and RingCentral. Genesys is the first CCaaS provider to partner with Bandwidth, or any provider, in such a way.
The approach Bandwidth took was sensible as enterprise adoption of UCaaS was well ahead of CCaaS. The pandemic and having agents work from home changed that, and now larger companies are looking to move contact centers to the cloud. I recently had a conversation with a reseller and asked him where he saw the demand for CCaaS, and he emphatically stated that it’s all company sizes in all verticals.
