In this episode of Always On CX:EX, host Josh Chronister interviews Brent Kelly, a principal analyst at Omdia, about the growing trend of MultiCaaS in the unified communications and contact center industry. Brent shares insights on the key drivers behind MultiCaaS solutions, market dynamics, pricing, and the future trends shaping this space.

Best Moments:

(00:00) Introduction to MultiCaaS and its definition

(02:42) Key drivers behind the trend towards MultiCaaS solutions

(05:50) Critical factors to evaluate when choosing a MultiCaaS vendor

(10:48) Current market dynamics and competitive landscape in the MultiCaaS space

(17:38) The importance of ease of use and deployment in MultiCaaS solutions

(27:56) The role of pricing in evaluating different MultiCaaS options

(29:14) Future trends and innovations shaping the MultiCaaS market

(31:50) The potential impact of MultiCaaS on specialized contact center vendors

Guest Bio:

Brent Kelly is a principal analyst at Omdia with nearly 30 years of experience in the business communication space. He has been researching and analyzing trends in unified communications and contact center technologies, providing valuable insights to industry professionals and organizations looking to optimize their communication strategies.

=================================

Get Started with Voca CIC:

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center