UCaaS and CCaaS share communication channels like cloud calling and messaging, but CCaaS includes extra technologies that can support a contact centre. Although both UCaaS and CCaaS are cloud-based communication solutions, UCaaS focuses on internal communications while CCaaS focuses on exterior communications. Let’s compare UCaas vs CCaas and understand their differences.
In the mid-2010s, cloud services like unified communications as a service (UCaaS) and contact centre as a service (CCaaS) were attractive alternatives to on-premises systems, and their use grew during the COVID-19 epidemic.
UCaaS vs. CCaaS:
Both technologies combine multiple communication channels into a single user interface, although they serve different goals. UCaaS links employees within an enterprise, whereas CCaaS connects sales and support professionals with customers.
UCaaS and CCaaS can be combined, however, they are two separate platforms. Buyers of technology should be familiar with the features of each service to ensure that they purchase the best platform for their purposes.
Let’s understand what is UCaaS?
UCaaS is a cloud-based platform that combines numerous communication channels into a single interface, such as cloud telephony, messaging, and video conferencing. UCaaS software is often purchased by businesses to improve staff communication and cooperation.
Because they don’t have to buy gear, UCaaS consumers often pay less upfront than firms with on-premises unified communications systems. UCaaS also allows users to work remotely, as the software can be accessed from any place.
Let’s understand what is CCaaS?
CCaaS is a cloud-based platform that brings together communication channels and contact centre features including sophisticated analytics and interactive voice response (IVR) into a single user interface. This service can help customers and contact centre personnel communicate more effectively both incoming and outgoing. CCaaS is commonly used by businesses to improve customer experience and increase sales.
CCaaS provides users fewer upfront and overhead costs than on-premises contact centres because vendors cover hardware and maintenance costs. Because contact centre agents can access the platform from anywhere, CCaaS allows for remote work.
UCaaS vs. CCaaS: What’s the difference?
While both UCaaS and CCaaS are cloud-based platforms that incorporate communication tools, their purposes, features, integrations, and providers are all different.
Purpose. UCaaS connects an organization’s employees to one another, whereas CCaaS connects the company’s customers to customer support and sales agents. Companies can use UCaaS to replace their existing private branch exchange phone systems This service can help customers and contact centre personnel communicate more effectively both incoming and outgoing.
CCaaS is commonly used by businesses to improve customer experience and increase sales, since UCaaS provides more than just cloud calling, it may be used in a variety of ways. Interorganizational communications can be streamlined into a single interface with UCaaS, allowing for remote collaboration. UCaaS implementation is typically overseen by an organization’s IT department.
CCaaS, on the other hand, assists businesses in delivering high-quality customer interactions. Customers who have a lot of inbound and outgoing calls can use CCaaS to streamline their customer service and sales communication channels. CCaaS is also a viable option for companies that need to support a remote contact centre or sales force. CCaaS adoption is often overseen by service and sales leaders.
Features: Call routing is included in both UCaaS and CCaaS. CCaaS, on the other hand, has additional functionalities, such as IVRs, automated call distributors, skill-based routing, call queuing, customer authentication, call centre analytics, customer survey tools, and call whispering are all examples of call centre technologies.
These extra CCaaS features aid contact centres in managing high call volumes and ensuring customer care interactions are of high quality.
Integrations: UCaaS software is frequently integrated with productivity and calendar tools in businesses. Employees can schedule meetings with each other through calendar integrations. Workflows can be improved by integrating UCaaS with productivity apps like DocuSign.
CCaaS services are frequently integrated with CRM platforms. A CRM can track each encounter since CCaaS allows agents to communicate with clients. CCaaS can also be integrated with support desk software and UCaaS platforms. Agents can contact subject matter experts within their organisation using integrated UCaaS and CCaaS software, which can speed up problem resolution time.
Vendors: Fuze, an 8×8 firm, Nextiva, RingCentral, Vonage, and Zoom are among the top UCaaS providers. 8×8, Avaya, Five9, Salesforce, and Talkdesk are among the top CCaaS providers.
UCaaS vs CCaaS has certain similarities as well:
UCaaS and CCaaS platforms, despite their variations, both use a cloud-based payment model and offer streamlined communications. They can also both offer call routing, which can be integrated with CRMs and other applications.
Vendors are also frequent among UCaaS and CCaaS platforms, as the markets have begun to combine. Many UCaaS providers, such as Nextiva and Vonage, have CCaaS options that allow users to purchase a platform that has both UCaaS and CCaaS capabilities.
What are the advantages and disadvantages of UCaaS and CCaaS?
UCaaS and CCaaS have several advantages over on-premises systems because they are cloud-based platforms.
Installation and upkeep are simple. Adopters are not required to pay for the installation and upkeep of hardware or software.
Remote-friendly. Cloud-based platforms can be accessed by employees from any place or device.
Simplicity. UCaaS and CCaaS platforms combine a number of tools into a single user interface.
Integration is simple. Companies may simply integrate their platforms with third-party apps.
Scalability. To meet their urgent needs, organisations might upgrade or decrease their service packages.
However, a business that migrates from an on-premises system to a cloud service may face the following disadvantages.
Change is met with resistance. User acceptance may be slow when firms transition from on-premises to cloud services.
Training. UCaaS or CCaaS tools may be foreign to users who are used to traditional systems and require training.
On-premises software is incompatible. Although many modern apps can be integrated with UCaaS and CCaaS systems, integration with older software may be difficult or impossible.
Cost. Although the cloud-based delivery strategy has lower upfront costs, it may end up costing more in the long run than an on-premises system.
Before choosing a UCaaS or CCaaS platform, technology purchasers should think about their specific goals to ensure that they get a platform that meets their needs. Internal cooperation can be boosted by a typical UCaaS platform’s streamlined communications, whereas CCaaS provides extra technologies that support a full-scale contact centre.
How to Make Unified Communications Work in Your Contact Center?
Follow these steps to implement unified communications into your contact centre:
1: Choose the correct voice and data, network provider:
You’ll need a dependable voice network and/or phone system supplier to obtain the combined benefits of UCaaS and CCaaS. This is usually a business phone service provider who provides international toll-free service, VoIP lines, and other services to your company.
2: Pick the finest characteristics for your requirements:
Examine the many features and services provided by your provider. Consider virtual call centre software, which includes standard and premium capabilities like call reports, direct inward dialling, call recording, interactive voice response, and more.
3: Deliver outstanding client service:
Make better customer experiences by utilising these features. You can do so in a variety of ways, including:
- Supporting multiple channels (voice, video, email, live chat, text message)
- Using automation to make a more efficient and productive workflow
- Using features to build a powerful corporate phone system for internal and external communication.