Cloud communication tools today help solve critical parts of this puzzle, enabling digital communications and hybrid working. But they have broken the link that a historical enterprise-wide communication tool provided across all employees. Today, many organizations are split, with business users connected by unified phone, video, and messaging, and contact center agents on a separate cloud platform for inbound, digital, and outbound customer communications.This split puts an undue burden on the IT organization to support multiple disparate solutions that fail to spread information quickly and effectively throughout an organization. And when organizations engage with customers only through their lower-paid employees in the contact center, it’s harder to improve both customer and employee experience. Luckily, there’s a better way.