Integrating Unified Communications and Contact Center

One of the biggest trends in the enterprise communications area today is the integration of unified communications-as-a-service (UCaaS) and contact center-as-a-service (CCaaS). Businesses are taking this step to improve both the customer and employee experience. Bringing together technologies, including messaging, video, and phone, with customer and CCaaS technologies ensures that the right tools are available to various workers and groups in the organization to provide improved customer and employee experiences.

COMMfusion estimates that 40%-50% of organizations have separate unified communications (UC) and contact center platforms, and workers in one department don’t even know about the tools being used in other departments. Breaking down the barriers and silos of UC and contact center creates “Customer Experience through Everyone” (CXE), where anyone within an organization, no matter where the tools are located, can help service customers while providing the right tools to all employees.

This allows customer-facing employees to access UC capabilities such as video and team collaboration. Meanwhile, knowledge workers in various back-office departments can use traditional contact center capabilities such as omnichannel interaction routing and management, screen pops, and more to better serve customers and other employees.

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Out of the following, what are your top priorities for improving your UCaaS system in the next year?

What are some of the biggest frustrations or limitations you've encountered? (Select all that apply)

Lack of integration between different communication channels

Limited scalability - the system struggles to handle our growing communication needs

Complex user interface that is difficult to learn and navigate

Unreliable performance - frequent downtime or call quality issues

High costs or ongoing maintenance fees associated with the current system

Limited or lack of AI features to automate tasks and improve efficiency

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