Nearly every cloud-savvy enterprise is moving away from on-premise business productivity services. Gartner notes dozens of enterprise-class Unified Communications as a Service (UCaaS) cloud service industry providers. Similarly, the research firm highlights ten different Contact Center as a Service (CCaaS) business offerings.

CCaaS offerings fall into two types:

1. Multi-tenant where all users share a common (single) software instance

2. Multi-instance where each user receives its a virtualized software instance on shared hardware

There is reasonable overlap between UCaaS and CCaaS service offerings. Both are easily aggregated and consistently managed key business communication applications at every company location over an always-available cloud.

Both UCaaS and CCaaS offerings are growing rapidly. Gartner estimates that the North American UCaaS Market today is $1.5 billion and will yield a 19% CAGR generating nearly $3 billion in end-user spend by year-end 2021. Future Market Insights forecasts nearly 200 billion UCaaS corporate users. CCaaS services are expected at $24 billion by 2023 with a 25% CAGR.

Costly Cloud Service ProblemsEnterprises invest in UCaaS and CCaaS without knowing actual usage stats, cloud requirements, call flow options, planned growth or replacement timeframes of existing on-premise services. Contracts often result in wasted budget and unused UCaaS or CCaaS licenses. Remend solves these time-intensive planning and spend issues by proactively measuring usage and actual needs.

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SOLUT ION BR IEF

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PREDICTIVE COST CONTROL FOR UCaaS AND CCaaS DEPLOYMENTS

This approach brings down contract spending in line with always-changing business needs.

UCaaS and CCaaS cloud services eliminate many on-premise requirements but still require certain network, on-prem and SaaS application integration. Unfortunately, there are hidden and unexpected costs tied to cloud service deployments and configuration requirements. Both business and technical teams are at risk due to poor cloud migration execution including the often-misunderstood contracts. Industry analysts including Gartner categorize six (6) broad communications functions:

1. Voice and telephony, including mobility support

2. Cloud based communications or cloud-based telephony and contact center including audioconferencing, videoconferencing and web conferencing

3. Messaging email with voice mail and unified messaging (UM)

4. Presence and instant messaging (IM)

5. Virtual Desktop Clients — desktop clients enabling softphone functionality

6. Communications-enabled applications — For example, integrated contact centers, communications platform as a service (cPaaS), CCaaS applications and workstream collaboration (WSC)

To ensure a smooth transition to cloud-based telephony or call center services without undue time or expense, Remend offers a unique trusted advisor combination of measurement, cloud migration strategy, intelligent software and proven execution.

Nearly every cloud-savvy enterprise is moving away from on-premise business productivity services. Gartner notes dozens of enterprise-class Unified Communications as a Service (UCaaS) cloud service industry providers. Similarly, the research firm highlights ten different Contact Center as a Service (CCaaS) business offerings.

CCaaS offerings fall into two types:

1. Multi-tenant where all users share a common (single) software instance

2. Multi-instance where each user receives its a virtualized software instance on shared hardware

There is reasonable overlap between UCaaS and CCaaS service offerings. Both are easily aggregated and consistently managed key business communication applications at every company location over an always-available cloud.

Both UCaaS and CCaaS offerings are growing rapidly. Gartner estimates that the North American UCaaS Market today is $1.5 billion and will yield a 19% CAGR generating nearly $3 billion in end-user spend by year-end 2021. Future Market Insights forecasts nearly 200 billion UCaaS corporate users. CCaaS services are expected at $24 billion by 2023 with a 25% CAGR.

Costly Cloud Service ProblemsEnterprises invest in UCaaS and CCaaS without knowing actual usage stats, cloud requirements, call flow options, planned growth or replacement timeframes of existing on-premise services. Contracts often result in wasted budget and unused UCaaS or CCaaS licenses. Remend solves these time-intensive planning and spend issues by proactively measuring usage and actual needs.

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R E M E N D S O L U T I O N B R I E F

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3 Benefits of Remend Cloud Telephony and Contact Center

1. Reduce spend while meeting your unique cloud service support strategy to only implement required on-prem to cloud migration components. Instead of continuing all on-premise elements, Remend identifies specific components and options recommending a vendor-independent cloud approach to fit both your today needs and growth options.

2. Custom deployment and migration cost containment. Purchase only the required communication or call center services and discount or eliminate non-required or unwanted pieces. Remend offers advisory services with expertise including critical design and architecture considerations with a global deployment team experienced in getting you up and running faster.

3. Real-time valuable metrics-based SAM insight to unravel complex cloud migration contracts. This approach helps businesses quickly settle cloud and on-prem usage audits for the lower original contracted amount or less. Remend service offerings save both time and money while protecting the customer’s IT investment.

This approach brings down contract spending in line with always-changing business needs.

UCaaS and CCaaS cloud services eliminate many on-premise requirements but still require certain network, on-prem and SaaS application integration. Unfortunately, there are hidden and unexpected costs tied to cloud service deployments and configuration requirements. Both business and technical teams are at risk due to poor cloud migration execution including the often-misunderstood contracts. Industry analysts including Gartner categorize six (6) broad communications functions:

1. Voice and telephony, including mobility support

2. Cloud based communications or cloud-based telephony and contact center including audioconferencing, videoconferencing and web conferencing

3. Messaging email with voice mail and unified messaging (UM)

4. Presence and instant messaging (IM)

5. Virtual Desktop Clients — desktop clients enabling softphone functionality

6. Communications-enabled applications — For example, integrated contact centers, communications platform as a service (cPaaS), CCaaS applications and workstream collaboration (WSC)

To ensure a smooth transition to cloud-based telephony or call center services without undue time or expense, Remend offers a unique trusted advisor combination of measurement, cloud migration strategy, intelligent software and proven execution.

Why Customers Choose Remend’s Differentiated ServicesMigrating from on-prem to cloud services like UCaaS or CCaaS isn’t as seamless or easy as you’ve been led to believe. Remend serves as the enterprises’ experienced advocate to ensure the best possible contract, costs and billing practices.

To execute this enterprise-first approach, Remend offers a 360-degree view of cloud service visibility mapping to customer requirements including:

• Turnkey vendor RFP, advising on a decision, contract negotiations, project management of deployment and training/support

• Independent Vendor selection with zero supplier conflict of interest to avoid a compensation-based recommendation not in the customers best interest. Remend translates customer needs using a weighted system to select the best vendors

• Negotiation of contract terms and conditions first, then finalize a relevant price

• Global deployment management of any selected vendor with Remend directly serving as a project lead and liaison

• Complete design, architect and implementation of call-flow requirements and support.

Contact us for a free consult:sales@remend.com

ABIL

ITY

TO E

XECU

TE

COMPLETENESS OF VISION

Evolve IPTTEC

Aspect Software

Serenova

8 x 8

Five 9

NICE in Contact

Genesys

Talkdesk

Cisco (Broadsoft)

Microsoft

Google

AT&T

NTT GroupCisco (Broadsoft)

Masergy

Star2Star

RingCentralVerizon

8x8Orange

BT

FuzeMitelWest

CCaaS Vendors UCaaS Vendors

Source: Gartner (October 2018)

NICHE PLAYERS VISIONARIES

LEADERSCHALLENGERS