JAA'S Analyst Blog - Current Posts

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This is a great topic, and while there’s a good case still for best-of-breed, the rationale for putting these together is solid for lots of use cases. My latest No Jitter post is another take of mine on the topic, especially about the importance of picking the right type of partner.

Integrating UCaaS and CCaaS is harder to do than it looks, and vendors are all over the map in terms of having the right capabilities. With enough effort, they can all do a good job, but it’s fair to say this is easier to do when all the pieces are native to your platform. I suspect we’ll see more vendors and cloud providers try to go down this road in 2022, but in terms of who’s doing it now, Intermedia is a good example. They actually just announced an update about this, and you can read about it here.