UCaaS vs CCaaS
UCaaS and CCaas have many similarities which can cause confusion, but each of them are here to serve different purposes. UCaas focuses on delivering streamlined internal collaboration whereas CCaaS or Contact Centre as a Service has the purpose of offering a state of the art customer experience.
What is UCaaS?
UCaaS is - Colleagues collaborating with each other, partners, suppliers and direct customers in all media forms.
Guides
How to get the most from a Unified Communications (UC) solution
Read our detailed guide into the applications, features and associated technologies for an integrated Unified Communications solution, especially critical with the rise in Hybrid and flexible working
What is CCaaS?
CCaaS is – agents communicating with customers through an omni-channel cloud based contact centre in the medium the customer feels most comfortable with.
Deploy intelligent contact centre capabilities to improve qualification of inbound calls and reduce waiting times. Allow your customers to use their preferred contact channels such as email, chat sessions, social networks or new calling options.
A cloud based solution which will support a hybrid or remote working policy.
Queue calls on the network to free up local resources and allocate dynamically to different locations or agents, based on best match with skills and AI-powered behavioural profiles. Automate routing interactions with self-service and integrate your services to strengthen collaboration across teams.
Enable customers to contact you through 30 digital channels (including messaging, social media, chat bots, traditional voice, email etc.) whilst giving the best personalised experience.
Access real-time statistics, monitor call quality and make changes to omni-channel routing instantly. Keep your contact centre running at times of crisis by re-routing calls instantaneously with a user-friendly, drag-and-drop interface.
Providing the full contact centre eco-system, with end-to-end AI. Including AI-powered insights to delight customers and engage your employees with relevant feedback
Guides
Contact centres have moved to the cloud
Contact Centre as a Service (CCaaS) is the creative industry of tools used to shape the way organisations interact with customers. CCaaS is all about customer experience, as should be the tendency for any modern business. Deep dive into our CCaaS solutions with the help of our experienced product managers.
What do UCaaS and CCaaS have in common?
UCaaS and CCaaS share many similarities in the advantages they offer to their users including:
Cost savings through subscription-based pricing
Cost savings through subscription-based pricing
Cost savings through subscription-based pricing
Both cloud based services enabling quicker installation
Both cloud based services enabling quicker installation
Both cloud based services enabling quicker installation
Integrating UCaaS and CCaaS
Combining the functionalities of UCaaS and CCaaS equips agents with all of the tools they need to offer a world class service using phone, email, chat or social media offered by a multichannel platform. They will also be able to collaborate with subject matter experts internally in real time enabling quicker call resolution.
With businesses moving to a hybrid working environment, these solutions enable a work from anywhere culture, improving employee and customer satisfaction.
Cloud based solutions like this offer major cost savings on management, maintenance and reducing the need for any on-site equipment.
| Multimedia Contact Centre (Not ingegrated): Email, Chat etc. | Omni-channel Contact Centre (Integrated): Voice, Video, Email, Webchat, SMS, Social Media |
| Basic call centre reporting | Workforce engagement management (WEM) |
| Historical reporting | Extensive reporting with customer journey analytics |
| Agent statistics, average talk time | Analytics on every customer & employee interaction |
| Basic call recording - No Screen Capture | Speech analytics, transcription, AI |
| Integration to Salesforce, Microsoft Teams etc. | Call Recording with Screen Capture |
| Integration to Salesforce, Microsoft Teams etc. |
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