Combined CCaaS + UCaaS deployments from a single vendor unify contact center and back-office communications — enabling seamless agent-to-expert escalation, shared presence information, unified administration, and a single contract relationship. This approach eliminates the friction that occurs when agents need to reach colleagues on a separate communications platform.
Many organizations run their contact center and UCaaS on separate platforms — creating presence silos, escalation friction, and administrative overhead. Vendors including RingCentral (RingCX), Genesys (Cloud EX), NICE (NTR), and Zoom (Contact Center + Phone) offer converged CCaaS+UCaaS platforms. RLM advises on whether platform convergence delivers enough operational value to justify a migration from your current environment.
A structured advisory process — from discovery and market evaluation to vendor selection and post-deployment optimization — tailored to your specific environment and objectives.
We assess the friction points between your current contact center and UCaaS platforms — documenting presence visibility gaps, escalation path complexity, administration overhead, and the customer experience impact of agent-to-expert disconnects.
We evaluate converged CCaaS+UCaaS platforms against your requirements — comparing the feature completeness of combined platforms against best-of-breed alternatives, and modeling the total cost of convergence.
We design the migration path from separate platforms to a converged solution — addressing number porting, PBX feature migration, contact center configuration translation, and the training required for agents moving to a new environment.
We help you evaluate whether deep integration between separate platforms can achieve the operational benefits of convergence without the migration risk — and the criteria that determine when convergence is the right answer.
These are the dimensions that consistently separate successful CX deployments from costly ones — and the questions RLM will help you answer before any commitment.
Converged platforms often excel at either CCaaS or UCaaS but not both. Evaluate where the converged platform lags best-of-breed in each category and whether those gaps affect your high-priority use cases.
Platform migrations carry risk — cutover complexity, user productivity disruption, configuration loss. Evaluate whether the operational gains from convergence justify the migration risk in your environment.
Single-vendor CCaaS+UCaaS creates a single point of failure and negotiating leverage. Evaluate the vendor's platform reliability history and the contract protections available in a single-vendor scenario.
The primary value of convergence is a seamless agent experience. Evaluate whether the converged platform delivers genuinely unified presence, escalation, and collaboration — or simply co-packaged separate products.
Converged purchasing creates leverage for better contract terms. Evaluate whether the combined contract delivers cost savings that offset any feature trade-offs compared to separate best-of-breed contracts.
"RLM helped us select and implement the right CCaaS platform in half the time it would have taken us on our own. Their vendor knowledge is unmatched — they knew exactly what questions to ask."
"We had a legacy premise system and 90 days to migrate. RLM built the plan, managed the vendors, and we hit the deadline with zero customer disruption."
Talk to an RLM advisor who specializes in CX technology. We'll help you find the right solution for your business — without vendor bias.