Over the last five years, leading providers in the ICT industry have expanded into the CCaaS space by integrating natively built contact center (CC) capabilities into their offerings. Leveraging their strengths in unified communications (UC), video conferencing, networking, and artificial intelligence (AI), these companies now provide full-suite solutions that streamline operations and enhance customer experience (CX). This shift has disrupted the contact center landscape by intensifying competition and driving innovation. The result is a more interconnected ecosystem that necessitates improved growth strategies.

• Are traditional vendors that originated in the contact center space losing ground, or is the industry expanding and growing for all?
  
• Which disruptions impact customers and create new growth opportunities?
  
• Which mergers and acquisitions (M&A) are transforming the CCaaS space, and how can you improve your go-to-market (GTM) strategies?