The cloud is opening the door to more flexibility in communications than ever before.
Today’s businesses can use the cloud to expand the functionality of their unified communication stack in an instant. On the cloud, you can onboard new customer service agents for your contact centre immediately or give them extra support with the help of AI.
You could even enhance your entire technology stack by combining unified communications with your contact centre environment.
The question is, which vendor do you choose to help you in your digital transformation? Is it best to have all the technology you need from the same company? Or would a multi-vendor solution give you better access to the best-of-breed solutions you need?
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Evolving Priorities for Businesses
A couple of decades ago, best-of-breed solutions were the only reasonable choice for most companies. If you wanted a solution that gave you the perfect contact centre functionality, unified communications tools, and other features, you’d need to buy each service separately. However, as companies began to focus more heavily on generating incredible customer experiences, combining the various disparate communication tools got tougher.
In a quest to create a more comprehensive and “unified” environment, businesses began turning towards full-stack companies that could offer everything they might need. Unfortunately, few businesses could offer a true all-in-one environment that would work for every company.
As technology has continued to evolve, and APIs have grown more accessible, brands are beginning to discover that the multi-vendor solution may well be the answer. The multi-stack environment has regained its value, and businesses have more freedom to combine everything they need in a comprehensive cloud space.
Making sure you have a system that can integrate with all the tools your business needs isn’t just good sense now; it’s a crucial part of making your investment future-proof.
No One-Size-Fits-All
There aren’t enough companies out there right now that can provide the full stack of UCaaS and CCaaS, along with all the additional “extras” a company might need. The best-of-breed solution is the only way that today’s companies can access the excellent functionality they’re searching for without compromise. Most large vendors are aware of this impending trend.
The biggest contact centre and UC companies are beginning to invest more into making their solutions flexible so that they can integrate with other options. By looking at best-of-breed services that integrate well together, companies can concentrate on getting the features they need without spending money on solutions that aren’t suitable for them.
Vendors that know how to work with the other providers and partners in the marketplace are the ones that are likely to get ahead of the game here. Companies that provide their users with the freedom to choose which solutions work best for them out of a pile of contact centre tools, unified communications services, video conferencing apps and CRMs will lead the way for the future of business technology.
The one-size-fits-all landscape is quickly becoming an outdated idea, as companies of all sizes search for the opportunity to flex and grow at a pace that suits them.
