UCaaS and CCaaS coming together with Teams and in the age of Hybrid, Forecasting the Cloudscape

“I'll be on a panel with a few other analysts, and we're basically going to be talking about trends and what our crystal balls are showing us, and all about cloud communications and things that the service providers are interested in,” says Blair Pleasant, President and Principal Analyst at COMMfusion. Blair will be one of the featured panelists in special session forecasting the cloudscape.

“I'm sure we're going to be talking about the growing role of contact center and CCaaS and customer experience. And most UC vendors now are also offering contact center capabilities... and along those lines, I expect we'll be talking about the integration of UCaaS and CCaaS and how they're coming together and how organizations are using these integrated solutions.” Pleasant adds that Microsoft Teams and the changing world of hybrid work will also be covered in the session.

“And I have a feeling we might talk about AI a little bit,” adds Blair.

In thinking about the upcoming event, Blair had been looking at how service providers will bring AI into their solution portfolios. “How do I get them on the road to AI?”

“… Because it's not just a one and done thing.”

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