Individually, Unified Communications as a Service (UCaaS) and Contact Centers as a Service (CCaaS) are hot topics in the enterprise communications space.Put them together and they become even hotter: integrated UCaaS and CCaaS offerings are all the rage thanks to their promise of helping workers both inside and outside of the contact center be more productive.
In the past few years, most UCaaS vendors have worked hard to bring together unified communications offerings and contact center capabilities – either on a single platform or through tight integrations. In fact, it’s hard to think of a UCaaS vendor that doesn’t offer some kind of integrated CCaaS offering. Zoom, the most recent UCaaS player, introduced Zoom Contact Center last year. Microsoft, which was relatively late to the contact center game, introduced its own Digital Contact.
