Cloud communications providers have primarily operated in distinct categories driven by two use cases: employee experience (EX) and customer experience (CX). Until now, these siloed solutions met enterprise needs. However, enterprises now demand more—a truly unified communications (UC) solution that connects EX and CX tools—which I call ‘The Great Convergence.’
Rather than managing internal EX solutions, like Microsoft Teams, separately from CX solutions, like Genesys, IT leaders must push providers to reduce complexity and provide a consolidated orchestration ecosystem. Merging internal and external communications across voice, messaging, and emergency solutions opens opportunities for a seamless user experience and a leaner communications environment.
