Contact centers and Unified Communications (UC) have always been overlapping markets. They went through successive periods of coming closer together and then drifting away. Avaya has been a poster child of vendors trying to combine the two. It recently inked a strategic alliance with Unified Communications as a Service (UCaaS) provider RingCentral for UC. Its likely refocus on contact centers made me ponder on the interplay between the two markets.
Contact Center as a Service (CCaaS)
Image credit: Shift in the playing field by Ranganath Krishnamani, rolling tire
Contact Center Week took place last week in Las Vegas. It is one of the largest events focused on customer service and customer experience and a perfect opportunity to refresh my industry landscape. A lot has happened since last year's update. Several trends have accelerated and are provoking significant market shifts.
At this time of the year, I should be making predictions for 2019. Instead, I would like to ponder the many transitions that took place last year in the customer interaction management space.
This is a busy time for industry events, and we analysts are getting a heavy dose of updates across the collaboration spectrum. Not so long ago, that spectrum was mostly about UC, but now the cross-over with both contact center and CPaaS has become routine. Cloud-based contact center – CCaaS – is really hitting its stride now, and I’m not alone in saying that a fundamental shift is underway.
We at BCStrategies have been closely watching the UC UCaaS and Contact Center (CC) CCaaS markets evolving. More and more enterprises are considering the cloud as an alternative to a premise-based solution in our consulting practice. In fact, every RFP that we are now issuing includes a cloud alternative, and some are considering cloud only.
Cloud Growth, Reasons to Consider the Cloud
So what are the reasons for this market move?