Editor’s note: the following is an excerpt from the The rationale for an integrated UCaaS/CCaaS platform Ventana Research report “Why Unifying UCaaS and starts with what makes the cloud useful in the first place: CCaaS Makes Sense.” ease of deployment and maintenance. When a single communication platform is used across the organization, Ventana Research asserts that by 2023, one-quarter of administrators manage just a single directory and can organizations will look to UCaaS and CCaaS technology mix and match functions based on any given user’s role, to collaborate in the enterprise and with customers more which can change. A single global directory and real-time effectively. Around the same time, it will become apparent presence make it easy to create ad-hoc teams to solve that the two platforms are really different flavors of the specific problems or to find a particular person with the same basic toolkit, and organizations will begin to push needed expertise and hand it off with context. Unifying the for simpler, combined products. platforms allows greater flexibility for the workforce and encourages collaboration across and within teams. This type of collaboration and rapid identification of experts enables faster issue resolution. “The rationale for an integrated UCaaS/CCaaS platform starts with what makes the cloud useful in the first place: ease of deployment and maintenance.” Contact Center Predictions for 2023 and Beyond 7