“The idea that the two sets of There are other reasons to consider unification: having employees should have separate a single vendor for a security/privacy framework, for communications platforms is example, or being able to expand a platform globally absurd when you consider the (and beyond a basic PSTN platform). In years to come, we expect the boundaries between UCaaS and CCaaS cost, time, and IT resources platforms to blur and eventually make way for a common, required to bridge the gap.” prepackaged set of applications unified into a single underlying base layer. That combination will handle high volume voice and data alongside internal collaboration, video, and digital communications. Contact Center Predictions for 2023 and Beyond 9