Finally, this year the integration of unified communications as a service (UCaaS) and communications as a service (CCaaS) became a reality! While I’ve been talking about the importance of integrating unified communications (UC) capabilities with contact center capabilities for decades, 2021 was the year it went mainstream. Vendors aggressively pushed this message, and the need for either a single vendor or tightly integrated UC and contact center is starting to show up in customer requests for proposals (RFPs).
