CPaaS (Communications Platform as a Service) is one of the most powerful tools I have seen in my 25 years in the industry. The problem is, CPaaS is just that – a tool. As an industry, we have seen it evolve from start-up status to a significant application in many provider’s portfolios, all along trying to figure out where it fits.
Architectural Decisions Impact Downstream Collaboration and Contact Center Design Decisions
The landscape has become increasingly confusing for organizations planning to move to Collaboration and Contact Center platforms. Some vendors have a cloud first or cloud only strategy, while others offer either premises-based, private cloud, or UCaaS/CCaaS strategies. What high level criteria should be considered?