UCaaS vs. CCaaS: What’s the Difference?

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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.

What Is UCaaS

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.

RELATED ARTICLE: What is Unified Communications? The Beginner’s Guide

Consider these scenarios. If they sound like your workplace, your business could be positioned to benefit from switching to a UCaaS platform.

What Is CCaaS

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:

  • Can use advanced analytics and customized reporting to better forecast staffing and training needs.
  • Includes handy features like a built-in schedule manager to better plan for peak call times and monitor agent availability.
  • Allows the ability for agents to work from anywhere there is an internet connection, for more flexible scheduling.
  • Can often integrate with popular CRM or EHR software packages, offering better (and faster) data visibility.

Second, CCaaS platforms are purpose-built to shorten wait times and provide customer resolutions more efficicently. Common features include:

  • Business intelligence tools
  • Interactive Voice Response (IVR) system
  • Intelligent routing to direct customers to agents knowledgeable in the product/service areas of their inquiry.
  • Multichannel capabilities which allow customers to choose how they wish to interact with your contact center. Options typically include phone, email, video and chat.

Differences between UCaaS and CCaaS

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. 

  • With integrated platforms, users can shift between internal communications and customer communications with the touch of a button.
  • Presence indicators show other team members who’s available to handle customer calls and who’s on a call, creating greater internal transparency. This lets agents and managers make the most practical decisions regarding customer care.
  • Managers can assign users to call queues in real-time, taking employees on and off customer service as needed.
  • Agents can communicate with anyone from the organization through call, chat, or video conferencing in between customer calls.
  • Communications in UCaaS don’t impact communications in CCaaS, letting agents focus on customer interactions.
  • Agents can search contact info, make outbound calls to connect with customers and start meetings, all from one dashboard.
  • It’s possible to collaborate with other people in the organization while on a call with customers. This feature is useful when trying to resolve challenges quickly.
  • When your organization needs to add new users, they can access both your UCaaS and CCaaS tools – there’s no need to onboard them to two applications.
  • With business intelligence, managers can create customizable reports to help visualize communications trends and improve customer interactions.

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. 

Managed Voice Services by Gordon Flesch Company

Traditional phone systems no longer support the myriad of ways people prefer to interact in today’s business landscape. Bring people together with Managed Voice Services by Gordon Flesch Company.

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.

Could charting a path to greater savings and business performance be in your future? Click the link below to download your free infographic. 

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