The maturity of the unified communications market and growth of cloud communications are forcing UC vendors to diversify their product offerings to stay competitive. For many vendors, cloud contact centers will be the key to attracting new customers.
“UC spaces are becoming pretty commodified — everyone offers it,” said J Arnold & Associates analyst Jon Arnold. Vendors are moving into the contact center market because they have to in order to differentiate their services, he said.
Historically, the UC and contact center markets have overlapped. UC as a service (UCaaS) vendors view contact centers as a growing market that’s prime for a transition to the cloud, said Gartner analyst Daniel O’Connell. UCaaS vendors may find success on the smaller end of the contact center market — namely companies with fewer than 200 contact center agents.
Read more at source: TechTarget
