Businesses can benefit from both UCaaS and CCaaS in their telecommunication technology stacks, but it's important to understand the differences and benefits of each of these cloud-based communication platforms.
First, Unified Communications as a Service, or UCaaS, relates to internal interactions among employees. Contact Center as a Service, or CCaaS, focuses on external interactions with customers. These cloud services started to grow in popularity more than a decade ago, with business adoption jumping significantly during the COVID-19 pandemic. Both of these technologies embed different communication channels into a single interface, but they serve businesses differently.
The cloud-based UCaaS platform allows businesses to integrate various internal communications channels, such as cloud calling, messaging, and video conferencing, into one interface. It is helpful in streamlining employee communication and collaboration. The platform does not require expensive hardware to operate and is suitable for remote worker support because users can access the software from anywhere.
CCaaS, which is also cloud-based, integrates into one interface communication channels and contact center tools, including advanced analytics and interactive voice response (IVR). This solution is particularly helpful in improving all customer contacts, both inbound and outbound, with employees. It is especially helpful for businesses seeking to improve customer experience and to increase sales performance. It also supports hybrid and remote work by allowing employees to access the platform wherever they are.
Organizations may buy UCaaS to replace an existing private branch exchange (PBX) phone system to enhance functionality to include more channels, streamlined inter-organizational communications, and remote work collaboration. UCaaS implementation is usually handled by an organization's IT department.
Organizations with high inbound and outbound call volumes may buy CCaaS to streamline customer service and sales communication channels. The platform also helps businesses seeking support for remote contact centers or sales teams. CCaaS implementation is usually handled by an organization's service and sales teams.
CCaaS features that help manage high call volumes and provide quality assurance for customer service interactions include:
Automated call distributors
Call center analytics
Customer survey tools
Businesses typically integrate UCaaS software with their existing productivity and calendar applications. The calendar integrations help employees schedule internal meetings. The productivity applications include integrations with document signature functionality that help improve workflow.
Businesses integrate their CCaaS platforms with an existing CRM to enable workers to interact with customers. The CRM can track each customer's interaction and provide ongoing guidance. Businesses also integrate CCaaS with help desk tools and UCaaS platforms that help agents contact subject matter experts in their company to reduce problem resolution time.
Consider your needs when evaluating UCaaS and CCaaS
Both platforms offer easy installation and maintenance. There are no upfront costs for hardware and software installation because they are cloud-based platforms. They are both conducive to remote work situations because they can be accessed from anywhere. They are platforms that embed different tools into one interface and they offer easy integration with existing solutions. They are also easy to upgrade or downgrade, depending on business needs.
Some organizations run into issues when switching from on-site to cloud-based solutions, including user adoption. They both also require user training because they are likely unfamiliar to those who have used legacy systems. Integration with older software may present a challenge in some cases. Cloud-based systems may cost more in the long term than on-site systems because of the ongoing outsourcing costs.