Gartner Magic Quadrant report for the North American CCaaS market

Is the Balance of Power Shifting from UCaaS to CCaaS?

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.