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.
Unified Communication as a Service (UCaaS)
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?
Masergy Communications Inc. is bringing its Cloud Contact Center to the market, providing an omni-channel system designed to help companies transition to a unified cloud platform. The new contact center solution is designed to help improve customer satisfaction and strengthen brand identity, while driving incremental sales at a lower cost.
RingCentral has announced a new global Unified Communication as a Service (UCaaS) solution: RingCentral Global Office. This solution is designed for multinational offices, in order to connect workforces across multiple countries through a single cloud service.