What’s keeping IT leaders up at night?

The Enterprise Communications Landscape report highlights the importance of building for a total experience (TX) in both employee and customer interactions. By 2024, organizations offering TX are expected to outperform competitors in both EX and CX metrics by 25%. Achieving TX requires a Communications Cloud to integrate and create interoperability across solutions. Many enterprise IT leaders face challenges in creating consistent, friction-free user experiences (UX). The market has begun to see a convergence between Unified Communications as a Service (UCaaS) and Contact Centers as a Service (CCaaS) solutions. Less than half of participants said their current communications solutions meet their needs, and the average global enterprise uses 364 SaaS apps, highlighting the need for more connected digital environments to improve flexibility, scalability, and UX while reducing unnecessary costs.