TechCompass #120: Digital Workplace Services - Unified communications and contact center as a service (UCaaS)

The horizon journey of unified communications and contact center as a service (UCaaS) progressed from foundational voice-over-internet protocol (VoIP) and contact center solutions to an AI-first workplace with intelligent, immersive collaboration. Initially, point solutions enhanced employee experience with cloud VoIP and IVR-based contact centers. It then advanced to a unified digital ecosystem with UCaaS, contact center as a service (CCaaS), chatbots, and AI-driven intelligent routing. Ultimately, it has transformed into a sentient, AI-powered workplace, integrating mixed reality, converged platforms, and generative AI for seamless communication and real-time agent assistance.

Horizon map

H1 — Point and packaged employee experience solutions?

·???????? Cloud VoIP services

·???????? IVR-based contact center solutions

·???????? Skill/queue-based routing in contact center

H2 — Digital, unified, and sentient experience?

·???????? Cloud voice and UCaaS

·???????? CCaaS with chatbots and agent assist

·???????? Intelligent routing (AI/ML)

H3 — AI-first workplace?

·???????? Mixed reality integrated communication and collaboration

·???????? Converged platforms for UCaaS, CCaaS, and industry extensions with communications platform as a service (CPaaS)

·???????? Generative AI-based virtual agent and real-time agent assist

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