More and more businesses are making the switch from traditional analog phone systems to cloud-based platforms. Perhaps your business is curious about the technology and options available. If you’re doing your research, you’ve come to the right place as two of the most common acronyms used in explaining this technology are UCaaS and CCaaS.
In this article we’ll take a look at what UCaaS and CCaaS systems are, how they are used and how to best configure a cloud-based communication system for your business.
Unified Communications as a Service, better known as UCaaS, combines a phone system, video conferencing, chat, screen sharing and file management all into one platform. UCaaS is cloud-based and operates through the internet by using an off-site data center owned and maintained by a service provider. This type of platform also enables users to integrate communication channels with other business software.
UCaaS provides businesses with a multitude of benefits compared to analog phone systems. These include being less expensive, greater flexibility of communication channels and easier installation and maintenance.
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Consider these scenarios. If they sound like your workplace, your business could be positioned to benefit from switching to a UCaaS platform.
Contact Center as a Service, also known as CCaaS, is a cloud-based platform that offers a multi-channel approach to customer service.
Unlike older analog systems which don’t integrate communication channels and data or allow your employees to work remotely, a CCaaS platform is flexible and feature-rich, allowing agents to do more for customers and reducing frustration on both ends. If you are looking to enhance your customer service, CCaaS could be the right fit for your business.
First, CCaaS is designed to increase engagement with your own employees. With a CCaaS platform, the contact center software solves many of the issues commonly found in traditional contact center systems. Here’s how. A CCaaS platform:
Second, CCaaS platforms are purpose-built to shorten wait times and provide customer resolutions more efficicently. Common features include:
While UCaasS and CCaaS are two very similar-looking acronyms, their functions are different. UCaaS is an overarching, multi-channel business communication platform. And CCaaS is an optional add-on to a UCaaS platform that expands capabilities to include customer-facing communication channels.
When these two platforms combine and work together – you’ll create customer experience (CX) magic!
Integrating a CCaaS into your UCaaS boosts your communications potential as employees will be able to shift between these systems and their multi-channel networks, seamlessly.
Here are some of the things you can do with your communications solutions when you combine UCaaS and CCaaS.
Keeping all of your communication channels in one unified space, makes sense. You’ll reduce training time needed to learn the system and employees will be able to work more productively as they will spend less time trying to communicate or digging for customer information.
Work better – together – with UCaaS and CCaaS.
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You’ll enjoy a multi-channel UCaaS solution tailored to the needs of your business, managed and monitored by a service provider. Less headaches for your IT team and increased productivity for your workforce with a user-centric communication experience that helps bridge the gap between in-office workers, remote employees and customers in a single application.
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