UC and Contact Center Platform Integration Drives Business Success

Author: Layne Haaksma, Senior Research Analyst

Not available for licensing.

For decades, many companies have operated their contact centers as an island—disconnected from the rest of the employees, often in separate buildings and using different communications and collaboration technologies.

The result of this approach is becoming more evident in the hiring of Chief Customer Officers (CCOs), who are analyzing data to understand how to improve customer experience (CX) and associated business metrics.

Table of Contents

• Chief Customer Officers Find Issues with Running Disparate UC, Contact Center Platforms
• Building a Bridge
• Single-Provider Integration Doesn’t Always Mean Same Native Platform
• Cloud Architectures More Common With Integration
• Why Integrate UC and Contact Center
• Same-Vendor Integration + AI = Success
• Don’t Forget Change Management