Rawpixel - Fotolia
When evaluating contact center platforms from unified communications and voice-over-IP providers, an important distinction must be made. Some of these providers have developed contact center platforms in-house, and they've usually done the same with their flagship UC or VoIP offerings. These providers will have native integration between UC and contact center services, and that might separate them from the pack when considering the broader playing field.
In contrast, some UC providers have only recently entered the contact center space through third-party partnerships with established contact center vendors. As you do your research, it will be easy to determine who these contact center partners are. Don't be surprised if more than one UC provider is using the same partner for contact center services.
For these third-party partnerships, you'll need to determine how deep the UC and contact center integration is. Third-party vendors don't usually support all partners equally. So, you'll want a clear understanding of the relationship, as well as the joint roadmap for deeper integration, new features and customer support.
Bundled offerings of UC and contact center platforms will be mostly or fully cloud-based products. If your current platforms are on premises, you must have a broader discussion about using the cloud for communications applications. While the cloud is clearly the direction in which vendors are heading, enterprises still have hesitations and are moving more cautiously than vendors would like.
Do you have a question for Jon Arnold or any other experts? Ask your enterprise-specific questions today! (All questions are treated anonymously.)
Dig Deeper on Unified Communications Architecture and Service Models
Related Q&A from Jon Arnold
New chatbot AI technology comes with potential security risks. UC expert Jon Arnold explains what to be aware of when deploying new AI-based voice ... Continue Reading
A UC company can be acquired by an existing vendor or by a venture capital firm. Learn how these two types of acquisitions differ and UCC market ... Continue Reading
SIP trunking and voice over IP share some similarities, but they have key differences in origin and functions. How well do you understand these ... Continue Reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.