CX Today UCaaS Meets CCaaS: Transforming Enterprise Communications
5 snips
Nov 5, 2025 William Rubio, Chief Revenue Officer at CallTower and a leading authority on UCaaS and CCaaS, dives into the exciting convergence of these two technologies. He discusses how this integration is vital for enhancing both customer and employee experiences in a post-pandemic world. William sheds light on what IT leaders must consider when evaluating converged platforms, tackles common misconceptions about UC and contact center merging, and emphasizes the growing role of AI and automation in boosting communication efficiency. A must-listen for tech enthusiasts!
AI Snips
Chapters
Transcript
Episode notes
Employee Tools Drive Customer Outcomes
- Post-pandemic demand pushes enterprises to solve both customer and employee outcomes simultaneously.
- Organizations now expect better employee tools and analytics to improve retention and customer experience.
Integration Enables Seamless Expert Collaboration
- Seamless UCaaS and CCaaS integration is critical when agents need to pull in subject-matter experts across the business.
- Tracing interactions end-to-end improves resolution, SLAs and customer journey quality.
Choose Battle-Tested Converged Platforms
- Prefer platforms that are battle-tested together to reduce integration finger‑pointing and operational risk.
- Evaluate best‑of‑breed stacks but prioritize proven interoperability and vendor accountability.