Communication technologies are now critical infrastructure, central to every business model. Unified Communications as a Service (UCaaS) streamlines operations, giving IT staffs the ability to tackle once tedious tasks with the click of a button, freeing up bandwidth for higher level concerns. Sales teams are acting with more precision, since UCaaS integration with CRMs enables more efficient interactions with prospects and existing customers. ERP applications can integrate with UCaaS solutions too, so Finance spends more time atop the value ladder as well.
CCaaS has reinvented customer care and changed consumers’ expectations. In every industry, organizations that rely on legacy technologies will fail to meet those expectations and be left behind as clients shift to competitors who provide preferred channels of communication, such as web chat and SMS. With every day that passes, the contact center takes on increasing strategic importance due to its great bearing on customer satisfaction, retention, and sales growth.
When voice and telephony are integrated with conferencing, email, and instant messaging, little efficiencies emerge in every interaction. Those efficiencies may seem of small import individually but ultimately translate to untold billions of dollars in value when multiplied across organizations over time.
WHAT IS UCAAS?
Unified Communications as a Service (UCaaS) is a delivery model in which PBX (Private Branch Exchange) and collaboration applications and services are outsourced to a third-party provider and delivered over an IP network, typically the public Internet. It’s being driven by growing desire to eliminate onsite hardware that require maintenance contracts and ongoing management costs, as well as a great need for redundancy to mitigate costly outages. It enables a uniform telephony experience for all users, regardless of location, due to the availability of affordable bandwidth
WHAT IS CCAAS?
Contact Center as a Service (CCaaS) is a subset of UCaaS where call and contact center functions and capabilities are delivered as a service and paid for on a monthly subscription model. CCaaS features include inbound and outbound communication channels such as voice, email, web chat and social media integration, as well as robust reporting capabilities to measure agent productivity and schedule forecasting. Machine learning and Artificial Intelligence (AI) are rapidly becoming a core component of next-generation contact centers to enhance customer service by providing quick answers to FAQ without needing a live agent.
WHY CONSIDER IT?
Scalability and flexibility
High call quality
Enterprise class features