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?
Download Five9 ebook – The Intersection of UCaaS and CCaaS for CX
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.
