Gartner Magic Quadrant report for the North American CCaaS market

Is the Balance of Power Shifting from UCaaS to CCaaS?

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.