Communications as a Service largely refers to two core elements, UCaaS and CCaaS. Unified Communications as a Service (UCaaS) is a managed PBX environment in the cloud that provides phone services to end users and is billed as an OpEx. It replaces on-prem PBXs as well as SIP, PRIs, and POTS lines. UCaaS usually includes dial tone, unlimited local, long distance and international calling , voicemail, IM, SMS, video and audio-conferencing, software and mobile application as well as CRM integration. Contact Center as a Service (CCaaS) is a SaaS solution that replaces traditional premise based call center platforms, allowing agents to work from any location worldwide and also is billed as an OpEx. The outbound dialer, skills-based routing, and workforce optimization features of CCaaS promote agent accountability. Additional benefits include built-in redundancy, flexibility, and scalability. Recent advancements in the CCaaS space include leveraging AI software to increase customer experience further. CX AI software augments contact center environments by providing advanced automation options for customers, virtual assistants for human agents, and the ability to measure customer sentiment in real time and from recorded customer conversation transcripts.