Shifts in UCaaS and CCaaS: Innovation and Market Dynamics

This chapter explores the changes in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), emphasizing the growth of customer experience solutions amid diminishing traditional revenue streams. It highlights the role of AI in enhancing contact center solutions, discusses Microsoft's strategies in the market, and reviews the findings of the Gartner Magic Quadrant. Additionally, the chapter addresses challenges in defining contact center agents and the integration of Microsoft's offerings in relation to Azure and Dynamics.