With distributed working taking place on unprecedented levels, unified-communications-as-a-service (UCaaS) and contact-centre-as-a-service (CCaaS) solutions have never been so important, but businesses are still finding their implementation a challenge.
According to a market trends report based on research by software-defined network and cloud platform provider Masergy, security and network services are the top challenges for enterprises deploying or considering UCaaS and CCaaS technologies, and decision-makers prefer bundled solutions that add security features, a software-defined network and 24/7 performance monitoring.
Conducted in partnership with IDG Research, the study analysed responses from IT decision-makers at global enterprises that are evaluating, planning to implement, or have implemented UCaaS or CCaaS. Findings revealed that data security and network performance were the top two areas that IT focuses on to ensure their UCaaS and CCaaS solutions are successfully delivering on business goals.
As regards security, 70% said it was an issue with regards to