Contact Centers and Unified Communications: Better Together or Best-of-Breed?
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.