Understanding UCaaS and CCaaS
Modern customers expect smooth and seamless customer service. When buyers communicate with their favourite brands, they want their needs to be heard and their issues solved quickly.
This means businesses today have no choice but to streamline their communication channels and make interaction as seamless as possible.
And how do they do this?
By combining UCaaS and CCaaS.
Both unified communications and contact centre solutions are known to benefit businesses of all sizes and scale in this regard.
Let’s understand them better.
UCaaS
Unified Communications as a Service is a cloud-based solution that helps with the unification of various communication channels.
Instead of relying on different services from different providers, the technology enables your brand to have all of its communication channels centralised on a single platform.
These channels can include VoIP technology, live chat, video calls, emails, SMS, etc.
Some benefits include:
- Cost-effectiveness: Your UCaaS provider will look after the set-up, installation and maintenance. Thus, you don’t need to worry about cumbersome hardware, complex setups or strict maintenance. The only expenditure involved is the subscription fees, making UCaaS a much cheaper alternative to traditional systems.
- Enhanced flexibility: In contrast to traditional office systems, the solution only requires a stable Internet connection. Employees can use its services on different types of devices even while working on the go or remotely. This makes UCaaS immensely beneficial in today’s hybrid work culture.
- Improved team collaboration: Apart from the traditional calling, UCaaS facilitates collaboration over different means of communication, such as emails, chats, video calls, etc. This gives employees a wide variety of channels to choose from and also gives them equal access to stored customer data.
CCaaS
Contact Centre as a Service is also a cloud-based service.
Although similar to UCaaS in some ways, the CCaaS platform plays a significantly different role in an organisation. It primarily helps businesses make their customer support system smoother.
While UCaaS helps with internal communication, CCaaS is used to streamline a brand’s interactions with its consumers. It helps with inbound and outbound calling, omnichannel communication, call routing, call queuing, AI, etc.
Some benefits of the technology include:
- Enhanced customer experience: Customers want their favourite brands to interact with them on channels they feel the most comfortable with. These can include social media, chats, emails, etc. CCaaS lets agents cater to customers smoothly regardless of how often they switch between communication channels and which one they prefer the most.
- Reduced workload: The CCaaS software helps agents automate redundant tasks. This allows them to focus on more complex issues to focus on, resulting in decreased workload and improved productivity.
- Simplifies contact centre services: With a robust CCaaS system in place, there is no longer a need to install an offline centre. CCaaS can be used on any device that has reliable Internet.
Monitoring updates and troubleshooting errors are handled by the CCaaS provider, leaving contact centre agents to work on a single goal—delivering superior customer service.
Recommended Read: https://www.servetel.in/blog/ccaas-trends/
Can a disconnected UCaaS and CCaaS hinder business growth?
Offering the perfect customer experience is only becoming more challenging with the constant emergence of new communication modes.
Buyers want to be the biggest priority for a business. Mass accessibility of the Internet has made this expectation very realistic. To keep pace, businesses need to amp up their efforts.
Different teams that elevate a brand’s customer support services include marketing, billing, contact centres, etc. If the insights and information collected by each department are not unified, they can result in siloed operations and unhappy buyers.
Disconnected teams, frustrated customers and stressed employees can significantly hamper your brand’s performance. A customer-centric market demands a combined effort.
The first step in this is to know your customer base closely and strengthen your internal communication.
Integrating both the solutions is essential for business growth
Speed, ease and customisation are prime expectations of modern-day buyers. By combining the features of UCaaS and CCaaS, businesses can bring their communication strategies to the forefront.
Once these technologies are integrated, this combination can be infused with analytical intelligence and optimised CRM tools for enhanced, contextual conversations with customers.
This pairing can also help your IT team supervise all internal and external interactions in the same space. With both tools being on the cloud, it will equip your business with increased flexibility.
Some noteworthy benefits of this combination are:
- Simplified data management: Being able to access entire customer journeys along with all other business processes in a unified space will help you make better decisions. Your employees will be more aware and informed with significantly refined analytics.
- Improved collaboration: A connected environment enables the entire workforce to maintain consistent and quick connectivity. Support agents can communicate with all internal teams at a faster pace. This leads to quick resolutions of customer queries, higher satisfaction rates and more opportunities for potential sales.
- Enhanced CX: Bringing UCaaS and CCaaS together allows agents to have more control over their work and gives them motivation to achieve efficient performance. You will be able to offer a seamless digital customer experience as you will have a 360-degree view of their journeys and past interactions with the brand.
- Cost-efficiency: Bringing UCaaS and CCaaS to the cloud leads to a reduction in technical monitoring. Cloud support eliminates hardware installations, security checks, manual updates, etc., helping you save on resources.
- Streamlined technology: Technological innovations are integral for improved customer and lighter agent workload. Combining UCaaS and CCaaS with CRM tools creates an environment that makes information tracking simple. Understanding buyer history and sentiment also enhance the customer journey.
57% of companies have either already migrated or are planning to move their CRM functionalities to the cloud. As communication unification grows as a trend, this figure is only bound to rise. - Agility: The centralisation of UCaaS and CCaaS allows for the introduction of new technology, even when employees are working from different locations. Important tools and upgrades can be sent to their systems wherever they are.
In case of technical glitches, issues can be addressed by remote IT teams.83% of employers believe work from home has positively affected their workforce’s productivity. With the unified communications and contact centre combination, working remotely has become simpler and widely accessible.
Wrapping up
Choosing a CCaaS and UCaaS service provider who offers scalability and security will help your business migrate to a cloud technology environment without any hassle.
A good vendor will also offer training and equipment to guide your team through this transition.
A well-aligned cloud communications system with this integration will give your brand digital benefits. From effective customer journey mapping to cutting down on communication expenses, this pairing will bring your business numerous advantages.
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