Technology has been changing, and mostly for the better. While traditional offices across the world remain closed, most businesses have been quickly adapting to the disruption of remote working and taking advantage of the new opportunities that have been created. Everything as a service (XaaS) is one rising trend. Businesses are moving away from purchasing and managing assets, especially those that get old and expire.
The as-a-service model is growing more complex and versatile all the time, presenting enterprises around the globe with significant opportunities worth investigating. These innovative, flexible deployments can benefit the contact center with the likes of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service). With these internal communications and external solutions on the cloud, companies can create more efficient and productive back-end environments.
What are UCaaS and CCaaS?
While CCaaS and UCaaS have a lot of features in common, they are very often used for different purposes and purchased by different departments. While CCaaS is normally used as a means for enterprises to communicate with their customers as a contact center platform, for example, to support and manage communications of sales representatives with customers, UCaaS is designed for internal employee collaboration and communication internally and out to the rest of world on the PSTN. As more organizations migrate to remote working, their employees increasingly rely on UCaaS platforms to support their online communication and collaboration needs.
Unified communications as a service is a cloud-delivered communications model that supports several internal communications areas:
- Corporate-wide telephony, mobility, communication and collaboration processes
- Virtual/online meetings
- Instant messaging
Contact center as a service is a sophisticated framework for managing contact center infrastructure. It combines the basic principles of cloud-based contact center infrastructure and contact center hosting. The popularity of cloud-based contact centers has been growing. Gartner predicts that 50% of contact centers will be connecting with customers via the cloud by 2022. The best part of deploying a contact center as a service is the savings of time and resources when you don’t have to manage and maintain IT assets. The service provider manages 100% of the IT investments and hardware, such as a data center and cloud security devices.
Benefits of UCaaS and CCaaS Integration
Improved customer experience
When people contact your organization, they expect answers. No matter where they are directed, they expect seamless experiences and fast solutions. This demands that everyone on your team know exactly who they are talking to, what they have been discussing, and the details related to their interactions with your team. These cloud services make it possible to forward calls to another number, so there’s always call continuity, even for remote or distributed teams.
CRM and Data Integrations
Most modern UCaaS and CCaaS platforms can be integrated with your CRM applications like Salesforce. These features will enable your team with key features like click-to-dial and automatic call logging. Centralized record keeping and communication management will help you leverage sophisticated data analytics tools, IoT automation, and AI algorithms.
Not everything can be answered in the contact center. Call center operators can connect and collaborate with office staff to gather information on demand. This enhances customer service and makes getting answers more efficient and effective. The integration of communications across teams, contact centers, and functional areas mean employees or agents can be on the same page.
Consider how these features could improve your customer service or call center functions:
- Automatic call routing
- Easy-to-use call forwarding and directory search
- Call whispering
- Call recording
- Interactive voice response (IVR)
- Analytics with KPI tracking
- Open software integrations and open API
Digital transformation is sweeping across industries. Perhaps you are thinking about how you can transform your call center, contact center, and customer service delivery today. UCaaS and CCaaS bring unparalleled value with the flexibility and versatility of cloud-based solutions.
For more information about cloud-based solutions and other ways to enhance the efficiency of your business technologies, browse the LinkSource blog!