Viewpoints

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for Month: 2023/05
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Why Unifying UCaaS and CCaaS Makes Sense

Posted by ISG Software Research on 15 May 2023

Analyst Viewpoint The drive to move communications tools into the cloud was not supposed to create more silos, but unfortunately the division between internally focused business communications tools like phone and chat (Unified Communications as a Service, or “UCaaS”) and contact center solutions (Contact Center as a Service, or “CCaaS”) did just that. Many organizations maintain two separate but... Read More

Topics: Customer Experience

Data Intelligence for Financial Services

Posted by ISG Software Research on 12 May 2023

Analyst Viewpoint Darwin never claimed that evolutionary success came down to survival of the fittest. To the contrary, he stated, “it is not the strongest that survives; but…the one that is able best to adapt and adjust to the changing environment in which it finds itself.” The long list of once thriving businesses that failed because they lacked the agility to evolve as rapidly as their markets... Read More

Topics: Financial Services