The blurring of the line between unified communications-as-a-service (UCaaS) and contact centre-as-a-service (CCaaS) has caused consternation for many resellers, according to Xarios MD Robin Russell. Russell told UC Today that the industry is clamouring to add CCaaS functionality to existing UCaaS platforms, citing Zoom's recent attempt to acquire Five9 as an example of the increasing popularity of these types of combined solutions. "From a reseller perspective, there is a confusion between what is UCaaS and what is CCaaS and at [...]
