According to the Gartner Global Telephony and Messaging Forecast 2016–2023, 2020 marks the first time in history that spending on cloud-based telephony and messaging surpassed spending on on-premises solutions. While this is clearly a benefit to Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) providers, there are also misconceptions around these offerings. Organizations need to tread carefully and deliberately as they consider moving collaboration to the cloud.

It seems that at any collaboration summit, event or IT business strategy discussion that I attend people talk about if and how they should migrate to the cloud. Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) are most certainly topics of conversation. In my experience, I have seen customers struggle…

Enterprise Connect 2019 recently concluded, and what was the big theme this year? Cloud Contact Center was front and center. Everyone from the up-and-comers to the big boys had announcements in this space. It was by far the largest Enterprise Connect so far, and there was great participation from all the vendors. So, without further…