Enterprise Connect - 2022

As enterprises migrate UC and contact center infrastructures to the cloud, many may be inclined to explore integrating these two capabilities, in hopes of gaining greater efficiencies and new functionality. In turn, many cloud-based providers are promoting the idea that UCaaS and CCaaS should eventually be a single, cloud-based service that extends the unique features of the contact center to any end user—even if they’re not a contact center agent. The ultimate vision is one where agents, supervisors, subject matter experts, and customers can use voice, text, or video to work together to solve a customer’s issue, and even use team collaboration tools to form a virtual team. / But how real are the opportunities for more tightly integrated UCaaS and CCaaS, and what benefits could your enterprise actually realize from such an integrated service? In this session, a leading industry analyst will be joined by a panel of subject matter experts to discuss when and how UCaaS + CCaaS could be a reality from which your enterprise could actually derive new benefits.

Takeaways:

• “Informal contact centers,” where non-agent knowledge workers provide customer service when needed, has been a vision for several years, with little actual deployment. What about the cloud could change the situation, and where are we seeing the evidence for this?
• What are the organizational implications of extending the customer service function outside the contact center? When is it not a good idea to extend customer contact to knowledge workers who aren’t trained as customer service agents?
• How does integrating UCaaS and CCaaS capabilities help contact center agents do their jobs better—and do any enterprises have real-world metrics yet to back this up?
• An enterprise choosing a UCaaS + CCaaS service will presumably risk greater vendor lock-in; how big a problem is this likely to pose?

Presentation File

MON_0900_Sun_A_UCaaS_Plus_CCaaS_B_Pleasant.pdf