The New Era of Communications: Is UC Dead?

Each passing year brings big changes in the world of communications. Recent changes in the workplace and the rise of AI have inspired experts to wrestle with a challenging question: is unified communications (UC) dead?  

One thing’s for sure, UC isn’t the same as it once was, but as far as experts are concerned, it sure doesn’t seem to be dead. In fact, on July 30, the CEO of 8x8 appeared in a video by UC Today to explain to us that UC isn’t dead but rather evolved. 

Who Says UC is Dead? 

So where did this whole idea of UC’s death come from? 

According to 8x8 CEO Samuel Wilson, UC just isn’t quite as “sexy” as it was in the early years of cloud migrations. Advanced contact centers and CPaaS solutions now have so many features and integrations that some users assume it can replace UC.   

The truth is that UC solutions remain the best replacement for on-premises telephony systems, which aren’t long for this world.  

When asked the question “is UC dead,” Wilson answers that statement is “categorically false.” 

What’s Actually Dying? 

UC may not be dead, but the smell of death is still in the air. If UC isn’t dead, what is? 

Wilson believes what’s truly dying if not dead already is what he calls “point product vendors.” This refers to vendors selling only a part of the greater communications stack as a product or service. There’s a reason why Microsoft doesn’t only sell word processors while another company sells spreadsheet software. 

UCaaS and CCaaS are meant to be bundled together, just like Microsoft Word and Excel. As Wilson points out, back in the days when everything was on premises, an organization’s dial tone and contact center were almost always provided by the same company such as Cisco or Avaya.  

One could say UC is simply returning to its natural state.  

The products with true value are those that combine UC with the contact center, such as Engage by 8x8 and C4 by Continuant. UC may not be dead, but a company that chooses to wear the UC label or slap that label on its products will be.  

Surviving the Rise of AI 

Sometimes AI is made out to be an extinction event, one that could kill technology like UC. Despite that, it seems UC has found a way to burrow to safety while the AI meteorite comes crashing down. 

Wilson looks at AI as a component used in the creation of UC solutions. Software like ChatGPT and Microsoft Copilot help the engineers at 8x8 develop the best communications technology they can. AI companies use the same tools to develop their own products. As far as Wilson’s concerned, there’s no reason to believe an AI company could make a communication platform to rival 8x8’s Engage. 

The Digital Future 

One thing Wilson seems excited about in the video is the prospect of digital only contact centers. These contact centers enable the true omnichannel experience, allowing agents to manage calls, messages, and chat more effectively than ever before.  

What does this have to do with UC? Well, what is unified communications if not omnichannel? 

UCaaS, CCaaS, and CPaaS are solutions that provide all the telephony and contact center features their predecessors did. For any modern organization, platforms like Engage and C4 are essential, and will be for many more years. 

All in all, I’d say I agree with Mr. Wilson. UC isn’t dead. It’s instead evolved into a greater solution than ever before. In fact, it seems to me that in its evolved form, UC is thriving. 

Be sure to watch the video yourself and give UC Today some support. 

If you’re interested in learning more about our solution C4, read more here about what our all-in-one contact center solution can do for you.