Integrated communications also supply a common There are also benefits from synchronizing user interfaces, platform for reporting, analysis and integrations to like reducing the amount of training users need and the business applications. All interactions that occur can be disruption of having to switch among applications. We see reported and analyzed. The important quality control that, for example, in the way UCaaS/CCaaS combinations functions like recording, coaching and evaluation can are starting to leverage integrations into systems like be applied across departments and teams, providing Microsoft Teams, so that both contact center agents a clearer picture of whether the entire organization is and business users have access to presence status, video working collectively to provide good customer experiences. calling, team chatting, and other basic functions. The idea that the two sets of employees should have separate Some of the most important technology advances are communications platforms is absurd when you consider coming at the platform level of the tech stack, where the cost, time, and IT resources required to bridge the artificial intelligence and machine learning (AI/ML) and gap. We also see the positive impact of a micro front-end workflow automation can be spread across multiple approach to interface design, resulting in a configurable applications and use cases like intelligent self-service agent desktop. and agent assistance. This means that in a combined UCaaS/CCaaS system, those advances can be deployed to more users with different functions. Contact Center Predictions for 2023 and Beyond 8