When it comes to implementing a cloud contact centre, there are many factors that you must consider. With the ever growing impact of the technology industry, many new options have emerged within the market in order to drive the development of an increasingly valuable operation. In the past, poor and negative customer experiences have resulted in a decrease in the customer base, which has created a challenge within the industry. However, there are two systems that are currently beating all others within the industry. The first is the Contact Center as a Service (CCaaS) and the second is Unified Communications as a Service (UCaaS). Both of these can produce a cloud contact centre that is able to compete with even the very best within the industry. Here is how the two differ.
What Is CCaaS?
Contact Center as a Service (CCaaS) is designed as a cloud-based customer experience solution. It allows companies to make use of a contact centre provider’s software. This allows companies to save time and money, as businesses only need to purchase the technology that they need. As a result, they can save substantial costs and needs for internal IT support.
What is UCaaS?
Unified communications as a service (UCaaS) is a cloud phone system that has been specially designed for enterprise communications. It offers voice service, video, conferencing, and so on.
What Is The Difference Between CCaaS and UCaas?
So, how can these two systems help your company? Is one better or more effective than the other? In reality, a combination of the two can yield the most value for companies. Here are some of the benefits of utilizing the two different systems.
Reduced Costs: Both of these systems are hybrid solutions, which means that users are able to keep their older infrastructure in place. Rather than having to spend significant sums to bring the solutions in, companies can simply get started straight away with very limited costs. This means that even smaller companies can make use of these solutions due to the fact that they are very affordable.
Better Communication Among Various Media Platforms: UCaaS solutions can be used to replace more traditional, less efficient telephone services (also known as POTS). Users will have access to everything from high-quality voice services, as well as top quality videos, conferencing and additional similar solutions. On the other hand, CCaaS solutions have been designed to work effectively with more modern communication methods, such as social media and social chat applications. By combining these two solutions together, companies are able to provide an omnichannel experience and provide nothing less than the best levels of service for their customers.
Access To The Most Advanced Features: UCaaS provides tools that include only the most advanced features. This includes features such as call routing, which allows cloud contact centres to use and send calls to particular departments depending on the answer provided by the caller. This is significantly more efficient than most of the traditional methods. To further contribute to this, CCaaS provides its users with a wide number of innovative tools. This includes the ability to connect contact centre agents with a wide range of information about a particular consumer. This allows them to provide enhanced levels of customer service as well as a consistent customer experience. By having both of these systems in place, companies can provide their customers with a wide range of different options, as well as integrate with other tools in order to provide the best possible experience. No matter what issue the customer is experiencing, our solutions are here to provide a comprehensive, streamlined customer experience.