The Unfolding of UC&C Solutions for Employee and Customer Engagement

Executive Snapshot

• Figure: Executive Snapshot: Go-to-Market Strategies Define Success in UC&C

New Market Developments and Dynamics

• Introduction

• Growth Struggles

• Commoditization of the UC&C Market

• Adoption Status and Pace

• Difficult Economic Climate

• Emerging Signs of Opportunities

• Figure: Importance of Contact Center Capabilities Within a UC&C Solution

• Unmet Needs

• Figure: Benefits Expected Out of Investments in a UC&C Solution in the Next 12–18 Months

• Growing Interest Among Enterprises to Consolidate Communication Platforms

• Relevance of Telephony in Communications and Collaboration Continues to Grow

• Integrated UC-CC Platforms Are the Future of Business Communications

• Figure: UC&C Platform Bifurcates to Better Address Business Outcomes

• Table: UC&C Vendors and Their Approaches to Integrated UC and Contact Center Capabilities

Advice for the Technology Supplier and Services Provider

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• Related Research

• Synopsis