Merging technology – UC & CC

Merging technology – UC & CC

The Contact Centre is starting to see the world of Unified Communications creep into the technology stack as companies look for ways to improve Customer Experience and differentiate themselves. Comms Business spoke to the market to find out what this trend means for the Channel
Although 2020 will always be remembered for one thing, in the communications market it will also be remembered as the year Unified Communications took off in spectacular fashion. A small handful of vendors may have grabbed the headlines, but nearly everyone in the space has seen a significant uplift.
In the Contact Centre space, there was a mad rush this March to enable agents to work from home, with varying success, but also allow them to still provide a great Customer Experience (CX) to customers.
Is this the major driver behind UC entering the Contact Centre? Comms Business asked the market.