If your organization is striving to enhance communication and collaboration and further improve the client-employee experience, you can explore the best solutions, such as unified communications as a service (UCaaS) along with contact centre as a service (CCaaS). It’s natural to focus on the difference between UCaas and CCaaS. They are generally used by different departments and for other overall purposes. But the two tools actually have similar functionalities. So, consider them complementary instead of considering UCaaS vs. CCaaS as a competition.
If your organization is looking to enhance communication and collaboration and provide an enriching customer-and-employee experience, chances are you’re contemplating unified communications as a service (UCaaS) alongside a contact centre as a service (CCaaS). It’s sensible to emphasize the distinction between UCaas and CCaaS – they are typically utilized by different departments with various purposes in mind. However, it’s wise to view them both as effective complements that can benefit one another.
What is UCaaS?
UCaaS, or Unified Communications as a Service, is an innovative cloud-based platform that integrates multiple communication channels–such as cloud calling and messaging along with videoconferencing–into one accessible interface for increased efficiency when coordinating business activities. Organizations typically acquire UCaaS software to lessen the burden of managing interdepartmental communications without incurring any additional expenditure, saving valuable time and resources!
What is CCaaS?
The cloud-based communication services platform, CCaaS (Customer Communication as a Service), brings together communication channels and contact centre tools, such as advanced analytics and interactive voice response (IVR), into a singular interface. Organizations generally invest in this service to enhance customer experience performance (CX) while boosting sales success.
Providers of CCaaS provide users with reduced upfront and operational expenses as compared to on-site contact centres. Furthermore, this service model enables remote work opportunities, which provides agents access to the platform from a distance.
What are the differences between UCaaS and CCaaS?
Purpose- UCaaS is an accessible, cost-efficient way for enterprises to connect their employees to one another and provide channels of communication between customer service representatives and the company. Organizations may purchase UCaaS as an alternative to privately owned PBX phone systems, which may possess numerous system modes but are limited in comparison with cloud calling services such as UCaaS.
The term, CCaaS, refers to a service typically employed by organizations to simplify customer interactions. Organizations with high call volumes may opt for such services in order to improve the efficiency of customer service and sales communication channels. Those that require remote contact centres or sales support are prime candidates; these entities will likely have the lead in implementing this method of assistance.
Features- UCaaS and CcaaS both provide call routing. However, with the advent of CcaaS, one can avail of additional features such as:
- IVR systems,
- automated call distributors,
- skill-based routing,
- call queuing,
- customer authentication,
- call centre analytics,
- customer survey tools and
- call whispering.
These additional CcaaS features assist contact centres in managing high call volumes and ensuring the quality of customer service interactions.
Integrations- Organizations typically employ UcaaS software together with productivity and scheduling applications. Connections to calendars enable employees to arrange meetings with each other, while integrations with efficiency apps facilitate smoother workflows.
The organization typically integrates its CcaaS platforms with a CRM. For example, a CRM can keep tabs on each interaction by enabling reps to converse with clients. Organizations can also combine UcaaS and CcaaS technology for more efficient crisis resolution through integrative solutions like help desk tools alongside Ucaas software.
Benefits of CcaaS vs. UcaaS
Better customer experience-
Although UCaas have a variant auto attendant and some impressive routing capabilities, it cannot compare to the potency of CCaas Scan. What sets it apart is its unparalleled capability for automating the process of communicating with callers – offering them two distinct features-
- Interactive voice response (IVR) – Like the automated attendant feature, this one answers calls and connects them to the appropriate department. But it is far more than that; it enables self-service functionality which frees up agents for more complicated customer inquiries.
- Skills-based routing – The IVR technique provides an intuitive interface that guides callers to the most appropriate contact centre agent for their problem. It helps reduce first-contact resolution issues, thus reducing the frequency of customer transfers and return calls.
Better employee engagement-
CcaaSsolutions offers benefits for agents, including features that optimize performance and pinpoint potential pain points in an effort to create more engaging environments. The two elements which seek to enhance workforce engagement are:
- Workforce management (WFM) – Organizations can employ various strategies, processes, and tools to enhance performance and efficiency. Some of the tools utilized include demand forecasting, scheduling, and shift management – all vital to achieving optimal productivity.
- Workforce optimization (WFO) – On the contrary, these strategies seek to foster long-term growth within the workforce. It encompasses talent cultivation and quality assurance efforts.
Why not combine the best of both worlds? UCaaS and CCaaS provide an ideal solution!
Why choose when you can have both? Integral Choice offers a combination of UCaaS and CCaaS solutions that can improve internal and external communications for your enterprise. As an epicentre for efficiency, UCaas And CCaas solutions are designed to empower employees and enhance customer experiences!
For those seeking the most effective way to connect with their customers, Integral Choice is your reliable partner. Our Managed IT services enable our clients’ businesses to access convenient cloud-based solutions that enhance communication efficiency and increase sales productivity – all while ensuring it remains cost-efficient. In addition, we are proud of our extensive experience in successfully navigating through ever-changing technology trends so we can help you achieve optimal connectivity and ensure optimum outcomes for your business!