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 stands for Unified Communications as a Service and is a cloud-delivered model that provides a variety of communication and collaboration applications and services, as a single managed service. The cloud-delivered unified communications structure can support up to six main functions:

  • Full enterprise telephony solutions
  • Instant messaging and presence capability
  • Virtual meetings with web conferencing
  • Unified messaging
  • Mobility across device types
  • Communications-enabled business processes

With UCaaS, the underlying infrastructure is owned, operated, maintained and delivered by the provider themselves. Find out more about UCaaS in our dedicated guide.

What is CCaaS?

CCaaS stands for Contact Centre as a Service , and is a cloud-based solution that enables businesses to effectively manage customer interactions through various communication channels. It replaced traditional on-premises contact centres with a flexible, scalable and cost-effective cloud solution. Key features include:

  • Multi-channel communications such as voice, video, SMS, chat, email & video
  • Automatic Contact Distribution (ACR) based on availability & custom routing
  • Interactive Voice Response (IVR) for automated menus & call routing
  • Outbound software / predictive diallers

CCaaS enables superior customer experiences, by enabling you to deploy intelligent contact centre capabilities, such as allowing users to use their preferred contact channels such as live chat or social networks over traditional calls or emails – CCaaS supports 30 individual digital channels to help you really nail the customer experience.

CCaaS also gives you flexible control of your platforms, with real-time analytics, instant omni-channel routing changes. 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.