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Demand for custom services that integrate with third-party business apps is driving the unified communications and collaboration, or UCC, market as organizations take on digital transformation initiatives, according to a report from Frost & Sullivan, a research firm based in San Antonio.
Innovation in the cloud is breaking down communication silos and enabling UCC market players to expand their portfolios to meet organizations' changing needs. Frost & Sullivan analyst Robert Arnold said cloud adoption in the UCC market is growing as demand for on-premises products declines.
Arnold said vendors must have diversified portfolios and take a holistic approach to business communications to support digital transformation initiatives. Major UCC market players -- such as Cisco, Microsoft and Vonage -- are offering services with flexible deployments, workflow integration and mission-critical reliability, according to the report.
"Mobility, device independence, social capabilities, mashups and personalization will be significant elements for future-proof cloud communications solutions," Arnold said.
CoreDial, VeloCloud partner for SD-WAN features in UC services
Partners can leverage SD-WAN technology to provide organizations with improved reliability, security and management options for VoIP and cloud UC deployments. The partnership also provides CoreDial's partners with tools to monitor the networks of organizations with multiple locations.
"To be able to guarantee a certain quality of service for our customers is key," said Bryan Torres, technical support engineer of New Call Enterprises, a CoreDial partner based in Miami. He said CoreDial's SD-WAN features, in addition to over-the-top and MPLS services, give his company more options to deploy and manage VoIP networks.
The partnership offers several SD-WAN features, including the ability to steer UC traffic packet by packet while maintaining consistent performance across the network, on-demand link conditioning to reduce the effects of jitter and packet loss, and full visibility into WAN traffic and network issues that may affect UC apps.
Veracity Networks integrates BroadSoft contact-center platform
Telecommunications provider Veracity Networks has integrated BroadSoft's CC-One contact-center platform for its customers. CC-One is a cloud-based, omnichannel, contact-center service that enables organizations to transition from legacy systems.
Veracity Networks has been delivering BroadSoft UC services since 2010. The addition of CC-One to Veracity's portfolio gives its customers a contact-center service with enterprise-grade capabilities, but without the complexity of a legacy deployment.
The enterprise-grade capabilities include an integration with BroadSoft's mobile-first UC app, UC-One, for access to real-time voice, video and chat. BroadSoft's service also integrates with Salesforce to give agents access to voice, call-center management, administration, and routing and reporting capabilities within the Salesforce app.
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