Your phone system and your contact center are merging. Get used to it

RingCentral and NICE extended their AI-powered CCaaS partnership. Nextiva, Talkdesk, Five9, Genesys, they're all pushing unified platforms. The message is the same everywhere: the line between unified communications and contact center is gone.

For twenty years we sold phone systems and contact centers as separate line items to separate buyers. That era is ending. The CIO buying your UCaaS is the same person evaluating your CCaaS, and they want one vendor, one contract, one person to call when something breaks.

Partners who still run separate UC and CC practices need to merge them. Yesterday, ideally. The deals are getting larger but they're also getting more complex. If you can't demo the full stack, voice, video, messaging, and contact center with AI routing, you're underprepared for the conversation your competitor is already having.