2022 UCaaS & CCaaS Market Trends Study
CIO.com Research Shows Streamlined Approach Equally Important as Security and Business Continuity
Digital-first companies cannot afford one minute of downtime, and getting communications right requires more than cloud applications, network services, and data security. CIO compiled this research report, explaining key collaboration challenges and top considerations that help IT leaders successfully deploy Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions.
- Explore the latest trends in UCaaS and CCaaS technologies
- See how IT leaders evaluate solutions and overcome challenges
- Learn which features and solution bundles IT leaders prefer and why
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Getting the Most Out of UC in the Age of Work-From-Home
The urgency for unified communications has greatly increased, so what do IT teams need now? Nemertes Research studies show success correlates with these activities.
Predictive Customer Service: A 2020 Toolkit
How do you leverage AI and cloud technology to build predictive service that proactively delights customers? Consider this your toolkit for 2020 and beyond.
Webex Meetings Security
How does Masergy’s Meetings solution address security? This paper has the answers. Learn about the security features behind the Webex Meetings application.
The Contact Center Made Cognitive
AI powers the digital customer experience. Learn how to build a cognitive contact center using new technologies and migration models that create predictive customer experiences.
Buying A New Phone System? Top 3 Things You Need to Know
It can be difficult deciding when and how to move to cloud communications. Get an overview of the cost, risk, and value behind each option with this guide.
Is Your Phone System Holding You Back or Helping You Fly?
Outdated phone systems can shackle your business growth, but how do you justify the move to cloud communications? Get data-backed reasons and key considerations for migration.
Buyer’s Guide to Intelligent Virtual Agents and Chatbots
Virtual Agents are here, but which technologies ensure true intelligence? This framework guides you through the advanced functionality and deployment methods, mapping business needs to capabilities.
Why You Need to Embrace Conversational AI for Customer Care
AI technologies are automating customer service tasks, but putting together a cohesive approach can be difficult. This how-to guide has tips for avoiding complexity and streamlining your strategy.
Building Next-Generation WFM for Your Contact Center
WFM tools are now powered by analytics engines, artificial intelligence and machine learning. This guide highlights the leading-edge capabilities you need to take your contact center to the next level.
Pairing SD-WAN and UCaaS/CCaaS to Maximize Performance, Productivity, and Savings
Many networks cannot adequately support cloud communications, which is why IT leaders are coupling UCaaS/CaaS with SD-WAN. Nemertes Research offers this guide to an integrated approach.
Effective CCaaS RFPs: Common Pitfalls and Must-Ask Questions
When moving contact centers to the cloud, IT leaders must ask the right questions to avoid solution complexity. Sidestep common pitfalls and pinpoint the most critical RFP questions with this guide.
SIP Trunking Pitfalls and Resolutions
SIP trunking is often required to migrate on-premise communications systems to the cloud, but it presents a myriad of potential implementation pitfalls. Here’s what buyers need to know.
Global UCaaS RFPs: The Five Question Approach Every CIO Should Use
CIOs recognize that on-premise communications systems are being displaced by UCaaS technologies, but RFP processes delay upgrades. This fresh approach offers an effective way to achieve RFP nirvana.
Unified Communications: The Buying Trends of 1,000 IT Decision Makers
A recent study explores the intent and selection criteria behind 1,000 unified communications investments. Learn about the most-wanted features and adjacent services that differentiate providers.
Contact Center Trends: Delivering Better Business Results
How do contact center performance metrics improve interactions? Today’s trends reveal the business objective disconnect and how cloud communications make data analysis more effective.