{"id":5915,"date":"2023-05-16T20:01:13","date_gmt":"2023-05-16T18:01:13","guid":{"rendered":"https:\/\/www.gluch.de\/?p=5915"},"modified":"2023-05-23T20:00:20","modified_gmt":"2023-05-23T18:00:20","slug":"ccaas-market-analysis-q1-2023-summary","status":"publish","type":"post","link":"https:\/\/www.gluch.de\/en\/ccaas-market-analysis-q1-2023-summary\/","title":{"rendered":"CCaaS Market Analysis Q1 &#8211; 2023 Summary"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5915\" class=\"elementor elementor-5915 elementor-5774\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ef0c0d9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ef0c0d9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4eb04d3\" data-id=\"4eb04d3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7022f5b elementor-widget elementor-widget-video\" data-id=\"7022f5b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=ETbgKdDThps&quot;,&quot;show_image_overlay&quot;:&quot;yes&quot;,&quot;image_overlay&quot;:{&quot;url&quot;:&quot;https:\\\/\\\/www.gluch.de\\\/wp-content\\\/uploads\\\/2023\\\/05\\\/ccaas_marketanalysis_q1_2023-1.png&quot;,&quot;id&quot;:6235,&quot;size&quot;:&quot;&quot;,&quot;alt&quot;:&quot;&quot;,&quot;source&quot;:&quot;library&quot;},&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t\t\t<div class=\"elementor-custom-embed-image-overlay\" style=\"background-image: url(https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/ccaas_marketanalysis_q1_2023-1.png);\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-custom-embed-play\" role=\"button\" aria-label=\"Play Video\" tabindex=\"0\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"eicon-play\"><\/i>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cef9abd elementor-widget elementor-widget-text-editor\" data-id=\"cef9abd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">By popular demand, we are providing an update to the Contact-<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Center<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> (<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">CCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">) integrated into Unified Communications (<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">UCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">)<\/span><\/span> <span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">market analysis for Q1-2023<\/span><\/span> <span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">with a focus on architecture differentiation and on <\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">what to question before taking strategic decisions<\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> for <\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">CCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> and <\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">UCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">.<\/span><\/span><span class=\"LineBreakBlob BlobObject DragDrop SCXW247280387 BCX2\"><span class=\"SCXW247280387 BCX2\">\u00a0<\/span><br class=\"SCXW247280387 BCX2\" \/><\/span><\/p><p>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.<\/p><p>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.<\/p><p><strong>Content:<\/strong>\u00a0<br \/>1. <span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Quick recap of the market analysis <\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">CCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> on top of <\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">UCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> from Q4 2022<\/span><\/span> <br \/>2. <span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Market analysis update Q1 2023 \u00abArchitectural Differentiation of <\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">CCaaS-UCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> Integration &amp; Agent Workplace<\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">s<\/span><\/span>\u00bb<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d873d69 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d873d69\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2b3ef3b\" data-id=\"2b3ef3b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1ccf364 elementor-widget elementor-widget-spacer\" data-id=\"1ccf364\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc25ce0 elementor-widget elementor-widget-text-editor\" data-id=\"dc25ce0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW247280387 BCX2\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Sneak<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> preview for our<\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> next<\/span><\/span> <span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">updates from our <\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SpellingErrorV2Themed SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">CCaas<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">\/<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">UCaaS<\/span><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">\/Conversational AI <\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">R&amp;D Labs<\/span><\/span><span class=\"TextRun SCXW247280387 BCX2\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW247280387 BCX2\" data-ccp-parastyle=\"Normal (Web)\">:<\/span><\/span><\/strong><br \/>&#8211; Zoom Contact Center on top of Zoom Phone (currently reviewed)\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-7fdf8ee elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7fdf8ee\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ec1c52d\" data-id=\"ec1c52d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d677692 elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"d677692\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/youtu.be\/gPE0O4odUeA\" target=\"_blank\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-1024x576.png\" class=\"attachment-large size-large wp-image-5841\" alt=\"\" srcset=\"https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-1024x576.png 1024w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-300x169.png 300w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-768x432.png 768w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-1536x864.png 1536w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-2048x1152.png 2048w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover1-1320x743.png 1320w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-771de47\" data-id=\"771de47\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1308482 elementor-absolute elementor-widget elementor-widget-text-editor\" data-id=\"1308482\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/youtu.be\/gPE0O4odUeA\" target=\"_blank\" rel=\"noopener\">Zoom Contact Center<\/a><br \/><a href=\"https:\/\/youtu.be\/gPE0O4odUeA\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun SCXW124424720 BCX2\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW124424720 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Zoom Web-Video + Video-Avatar in Waiting Room<\/span><\/span><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-503f884 elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"503f884\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-9a088b0\" data-id=\"9a088b0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-71f584f elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"71f584f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/youtu.be\/FnaK7aw69CU\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-1024x576.png\" class=\"attachment-large size-large wp-image-5846\" alt=\"\" srcset=\"https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-1024x576.png 1024w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-300x169.png 300w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-768x432.png 768w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-1536x864.png 1536w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-2048x1152.png 2048w, https:\/\/www.gluch.de\/wp-content\/uploads\/2023\/05\/cover2-1320x743.png 1320w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-50c4002\" data-id=\"50c4002\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-02c02db elementor-absolute elementor-widget elementor-widget-text-editor\" data-id=\"02c02db\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/youtu.be\/FnaK7aw69CU\" target=\"_blank\" rel=\"noopener\">Zoom Contact Center<\/a><br \/><a href=\"https:\/\/youtu.be\/FnaK7aw69CU\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun SCXW112947668 BCX2\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW112947668 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Zoom <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW112947668 BCX2\" data-ccp-parastyle=\"Normal (Web)\">Web-Chat<\/span><span class=\"NormalTextRun SCXW112947668 BCX2\" data-ccp-parastyle=\"Normal (Web)\"> + Conversational AI<\/span><\/span><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-0247dcc elementor-widget elementor-widget-text-editor\" data-id=\"0247dcc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>&#8211; Audiocodes Voca Contact Center f\u00fcr Microsoft Teams (currently reviewed)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":5,"featured_media":6235,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-5915","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","wpbf-post"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CCaaS Market Analysis Q1 - 2023 Summary - GLUCH Communications<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.gluch.de\/en\/ccaas-market-analysis-q1-2023-summary\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta 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