Ask An Analyst: 2024 Review From Omdia's Brent Kelly
nojitter, Wednesday, December 18th, 2024
Omdia analyst Brent Kelly responds to a few questions on some key trends in UCaaS, CCaaS and AI that occurred during 2024.
No Jitter asked Brent Kelly of Omdia for his thoughts on the year that was and the year that will be with respect to the ongoing merger of unified communications as a service (UCaaS) and contact center as a service (CCaaS) capabilities into a single platform and the integration of generative AI (Gen AI) capabilities into these same platforms.
No Jitter (NJ): Last year we talked about the merger of UCaaS and CCaaS capabilities. That trend has continued during 2024. What are your thoughts on why that's happening?
Brent Kelly (BK): Well, quite frankly, the UCaaS vendors have reached the end of what they could offer, with respect to telephony, meetings, messaging and so forth. And they're all pretty much the same. If I use Cisco, Microsoft, Zoom or RingCentral - or any UCaaS product - the capabilities are very much the same. They're all good at doing voice messaging and meetings, for example.