The Intersection of Unified Communications and Collaboration with Contact Center

Research Note

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The separate use cases of unified communications and collaboration and contact center share a common need for leveraging the same communication modalities. As such, there is a trend emerging of an integrated UCC and CC stack.

The realization that enterprises are having is that the need to communicate and collaborate globally applies across the workforce, including knowledge workers and contact center workers. In many cases, enterprises buy a unified communications and collaboration platform (UCC) and then select a separate contact center (CC) provider.

The need to have an integrated stack with global delivery across use cases is becoming more important in the cloud era. This represents a trend where buying separate stacks of UCC and CC can be redundant and often more expensive. Looking at UCC and CC together represents a significant trend in the market.

Research Note Details

Topic: Communications and Collaboration, Contact Center
Issue: How will the UCC and CC markets intersect?
Research Note Number: 2020-42

Length: 13 pages
File Size: 3 MB
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research

Jim Lundy

Jim Lundy, CEO of Aragon Research