CCaaS Market Analysis Q1 – 2023 Summary

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By popular demand, we are providing an update to the Contact-Center (CCaaS) integrated into Unified Communications (UCaaS) market analysis for Q1-2023 with a focus on architecture differentiation and on what to question before taking strategic decisions for CCaaS and UCaaS. 

When it comes to unified communications and contact centers in the cloud, nothing that has been standard in OnPremise environments for decades can be taken for granted anymore. In addition, cost differences of more than 60% between individual providers speak for themselves. It has rarely been more important to make far-reaching strategic decisions based on well-founded, independent analyses in order to avoid extreme disillusionment and surprises in terms of user experience and, above all, financial aspects. Most dangerous are the questions not asked about CCaaS-UCaaS integration and workplace architecture, with features taken for granted that are no longer part of a standard outfit while being blinded by marketing and assumedly nice innovative features.

We help our customers and partners to develop the best possible strategy for their collaboration, communication and contact center requirements in the context of their enterprise architecture. In doing so, we take care to achieve massive cost savings without reducing functionalities.

1. Quick recap of the market analysis CCaaS on top of UCaaS from Q4 2022
2. Market analysis update Q1 2023 «Architectural Differentiation of CCaaS-UCaaS Integration & Agent Workplaces»

Sneak preview for our next updates from our CCaas/UCaaS/Conversational AI R&D Labs:
– Zoom Contact Center on top of Zoom Phone (currently reviewed) 

– Audiocodes Voca Contact Center für Microsoft Teams (currently reviewed)