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Enterprise Contact Center Case Studies: UCaaS/CCaaS, Together or Separate?

Sheila McGee-Smith (Founder & Principal Analyst, McGee-Smith Analytics)

Date: Tuesday, March 31

Time: 8:00am - 8:45am

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic(s): Strategic Planning & Decision Support

Vault Recording: TBD

Cloud is now the primary R&D focus of contact center and unified communications providers alike. For the past few years, a handful of cloud-only contact center companies have been the shining stars in the contact center market. Companies have sometimes chosen to innovate customer experience in the cloud but left unified communications unchanged, using on premises solutions.

As we enter a new decade, however, there seems to be a shift in the conversation. More companies are looking to replace the premises UC/CC systems they are running with similarly integrated UCaaS/CCaaS solutions. However, other companies are separating the UC and CC decision – even if both were combined on premises in the past.

In this session, you will hear from a group of companies that represent both points of view – contact center decisions made independent of, or in conjunction with unified communications choices.

Takeaways:

* The synergies that full communications suite companies bring to customer engagement.
* When integration with the enterprise’s customer relationship management (CRM) solution is more important than integration with UC.
*The practical, operational implications of the decision to combine, or separate, contact center and unified communications.