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It is an old question: Does the contact center integrate or co-habitate with unified communications and collaboration? Voice is re-inventing itself at a fast pace through digital and cloud transformation, and now requires webRTC, video collaboration and unified communications into all customer journeys inside and outside the contact center. The fast adoption of unified communications as a service (UCaaS) is expected to greatly influence the contact center business requirements in the cloud and on-premises.
The enterprise communication and contact center markets have always been tied together at the business, technical and operational level. They have matured together through a succession of technology renewals and incremental business requirements.
Unified communications and collaboration (UCC) and contact centers share many common technology building blocks but differentiate deeply in terms of requirements and purchasing criteria.
Customers have to balance two opposing strategies.
There is obviously no single criteria to select the best approach, and the facts show that the market is split between the best-of-suite and best-of-breed. In 2016, Genesys made a contact center market survey with Vennli that showed the following:
Technology Matters for UCC and Contact Center
The success of SIP-based architectures has reduced dramatically the justification for single-vendor PBX plus contact center platforms. Proprietary ACD/CTI architectures exhibit much higher complexity, TCO and inferior omnichannel capabilities, compared to integrated SIP platforms. As a matter of fact, today when Genesys deploys a new project in the cloud or on-premises, it is almost always based on SIP, without using a third-party PBX in the contact center. Moreover, a majority of legacy customers using CTI architectures a decade ago have migrated to SIP.
The standalone SIP contact center model is relevant in formal contact center environments, on- premises or from the cloud. However, it requires additional integration in PBX/UCC environments in the cases that follow:
When these use cases are needed, a simple cohabitation between UCC and contact center platforms is not enough. Managing contact center and UCC channels with a unified user experience requires a tight integration at server and client level, therefore the choice of technology becomes a critical success factor. As the industry has not adopted unique standards, it can only be achieved today through either:
Operational Factors in Unified Communications
Ultimately, the selection of the best solution will also need to incorporate the operational requirements of the customers’ organization.
The experience shows that usually smaller organizations prefer single-vendor solutions, while larger contact centers prefer best-of-breed integrations.
At Genesys, we have experienced in our global market presence a large variety of customer requirements related to UCC and contact center integration or cohabitation. We have always chosen to maximize the business value of our contact center platform while offering to our customers the flexibility between multiple UC options.
For Enterprise businesses, PureEngage supports the following:
For Mid-Sized Businesses, PureConnect supports the following:
For Small-to-Mid-Sized Businesses, PureCloud supports the following:
Want to learn more about the Genesys UCC strategy? Come talk with us at Enterprise Connect March 12 – 15 at the Genesys Booth 713 or during the session Decision Factors in Choosing a UCaaS Provider.
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