UCaaS & CCaaS
Although unified communications as a service (UCaaS) systems and contact center solutions have previously been thought of as separate entities, cloud technology has increasingly facilitated collaboration between the two. The Cloud removed the restrictions of on-prem hardware which enables the contact center solution’s remarkable versatility and fluidity – both crucial strengths required to provide the increasingly personalized and convenient services demanded by customers in the digital age.
CCaaS (Contact Center as a Service) solutions are gradually being recognized as valuable tools to help modern businesses provide exceptional customer service, as evidenced by the CCaaS market’s expected rise to an estimated nearly $16 billion by 2021. Any organization that prioritizes customer experience should take advantage of CCaaS functionality to improve customer engagement and satisfaction.
For organizations that currently have a UC solution in place, augmenting the foundation of cloud communications with a CCaaS solution (an actual contact center is NOT required!) can substantially increase the benefits of both solutions, increasing productivity and improving overall customer service. UCaaS is able to integrate different mediums of communication into a single focal point accessible by any department, eliminating dialogue gaps between them.
CCaaS functionality like intelligent routing and CRM sync make it so customers can transition between departments without changing their mode of contact or initiating interactions more than once, and various employees are able access any relevant data before being connected with that customer. Customers themselves have grown to expect brand experiences that are both effortless as well as seamless—no matter the location, time or touchpoint. 84% of customers are dissatisfied with their contact center experiences, so there is plenty of room for improvement across a broad range of verticals and business types.