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UCaaS vs. CCaaS: Why Your Business Needs Both Business
We've got some great deals going on right now exclusively for our online customers... chat now to hear more! Author: Rose de Fremery,Regardless of your business's size or industry, you're likely looking for effective ways to improve your communication and collaboration. Unified communications as a service (UCaaS) and contact center as a service (CCaaS) are powerful solutions for enhancing internal collaboration among employees to help agents provide excellent customer service. When combined, UCaaS and CCaaS can deliver even greater advantages than they otherwise would on their own. Here's what you need to know about UCaaS and CCaaS, the benefits they offer and why organizations are increasingly opting to embrace both technologies. What are UCaaS and CCaaS?,is designed to support and enhance internal employee and external collaboration. It unites business communication tools such as voice, video, messaging, collaboration and presence under a single umbrella. With UCaaS, employees can easily communicate and collaborate with one another and with customers from anywhere using the channel that's most appropriate for the task. For example, colleagues from the sales team can virtually meet to discuss their progress toward their quarterly targets using UCaaS's videoconferencing capabilities, while an employee who only needs to ask a finance team member a quick question about an invoicing procedure can simply message that person. Presence information indicates whether someone is busy or available for a conversation, making it easier to choose the right moment to reach out. , by contrast, enables and optimizes customer communications. Advancing far beyond the traditional model, CCaaS integrates a range of customer-facing communication channels such as voice, SMS, chat, social media and email into a single platform. It seamlessly routes conversations across these channels, allowing customers to switch to a more convenient channel without losing crucial context or having to start over from the beginning. And because CCaaS is cloud-based, agents are able to work from virtually anywhere and connect with customers at any time. Companies can also leverage the analytics found in a CCaaS solution to continually improve the customer experience (CX). As such, CCaaS is ideal for any company trying to provide an . UCaas vs. CCaaS: How do they compare?,UCaaS and CCaaS resemble each other in a few key aspects. Notably, they're both modern communications technologies that support conversations across multiple channels. Because they're both cloud-based solutions, UCaaS and CCaaS are more cost-effective than premises-based business communications infrastructure—particularly in the case of businesses that have multiple locations or support remote workforces. They can both be easily scaled up or down as needed, and they also integrate with other emerging technologies like artificial intelligence (AI) and application programming interfaces (APIs). They can also integrate with one another, enabling businesses to maximize employee and customer experiences. UCaaS and CCaaS: What are the benefits?,You can use UCaaS to enhance workplace collaboration, whether your employees are working alongside one another in a physical office or they're distributed across various geographic locations. This capability, once handy, is increasingly essential. According to research from PwC, 63% of employees . In recent years, many companies have improved their productivity even further by integrating their UCaaS solutions with such as business productivity suites and customer relationship management (CRM) software. Because UCaaS solutions are cloud-based they can be quickly scaled up or down to meet your business needs. Additionally, you pay for what you need on a subscription basis rather than having to make upfront capital investments in infrastructure. UCaaS solutions can also be accessed fromanywhere with an internet connection and a device such as a smartphone or laptop, offering your company a cost-effective option for maintaining business continuity in the event of an emergency or an unexpected outage. Lastly, since UCaaS solutions are fully managed by a service provider, it can help reduce the IT team's administrative workload. With the time saved, IT professionals can focus their attention and talent on strategic digital transformation initiatives that advance key business goals. CCaaS, meanwhile, is a valuable asset for transforming the customer experience. In addition to supporting seamless omnichannel customer communications and for convenient engagement on their preferred channels, CCaaS can also improve contact center productivity. Rather than juggling various communications tools that don't integrate with one another and refuse to carry over crucial context that's needed to deliver satisfying service, contact center professionals can enjoy a unified view of all their customer communications from within a single platform (if a CRM system has been integrated). They can also access this view using the device of their choice, remaining as productive while working from home as they would be in a traditional office setting. Some CCaaS providers offer that help contact center teams forecast agent availability and optimize resource use, further advancing the capabilities of those departments. Additionally, CCaaS offers organizations the flexibility required to support agents working from anywhere and the scalability to accommodate seasonal demands. UCaaS vs. CCaaS: Why do businesses need both?,Businesses once thought of employee communication as entirely separate from customer communication, but this distinction is no longer as salient in an all-digital, work-from-anywhere world. Research has found that can help increase profitability and growth. According to Gallup, highly engaged employees tend to be , which means the organization is better able to retain crucial institutional knowledge. Motivated employees also consistently provide a that keeps customers coming back, which in turn increases opportunities for revenue generation. Accordingly, rather than simply comparing UCaas vs. CCaaS with the intention of choosing one over the other, understand how can dramatically elevate your CX. For example, by integrating UCaaS and CCaaS, you can streamline the flow of communication between the contact center and employees in other departments. This way, if a customer opens a chat session with the contact center team and asks a question that would be best answered by the product division, the agent assisting that customer can get a quick, accurate and helpful response on their behalf. You can also integrate your UCaaS and CCaaS platforms with your CRM application, retaining crucial contextual information about the customer and their query that can help your business deliver faster, more effective service. When UCaaS and CCaaS solutions have been integrated, employees can find it easier to navigate their way to the features they need than they would if they had to keep track of separate tools for separate streams of communication. This optimized workflow reduces the friction employees experience while on the job, enhancing their satisfaction and increasing their engagement. Some CCaaS providers offer that help contact center teams forecast agent availability and optimize resource use, further advancing the capabilities of those departments. Businesses that combine UCaaS and CCaaS can also reduce their communications costs, easing IT's administrative burden and simplifying vendor relationships in the process. Maximize the combined potential of UCaaS and CCaaS,Businesses want to be confident that they're making smart, strategic investments in communication technology. While you might once have evaluated UCaaS vs. CCaaS as siloed tools with entirely separate purposes, these two technologies are now complementary assets that can simultaneously optimize the employee experience and the customer experience. With the combined advantages that UCaaS and CCaaS offer, you can become more responsive to your employees' needs while also better serving your customers. In doing so, your employees will be far more likely to unlock their full creative potential, more easily adapt to uncertainty in the market and enjoy enduring customer loyalty. Learn how Verizon's and can help remove collaboration barriers and improve productivity. If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. . * Indicates a required field. We will follow up from your contact request using the information provided. Choose your country to view contact details. Manage your account or get tools and information. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreCloud Access Security Broker (CASB)
Deliver visibility, and enforce security compliance requirements and policies within your cloud environments. As your enterprise shifts to the cloud, the need to protect your data becomes more important by the day. A cloud access security broker (CASB) is the gatekeeper between your on premise and public cloud infrastructure, helping your business address cloud service risks, enforce security policies, and comply with regulations. This gives you the critical tools to prevent, discover, and respond to threats. With one of the largest IP networks in the world, Verizon knows that network security is critical. That's why we monitor over 61 billion security events each year (on average). We also know the importance of finding a valuable partner. That's why we're teaming with CASB vendor Netskope to provide CASB solutions for your business. A cloud access security broker (CASB) acts as a gatekeeper of internet traffic between your on-prem infrastructure and cloud provider. It helps you consistently enforce security policies, secure sanctioned and unsanctioned cloud services, protect sensitive data across the cloud and web, and stop the most advanced online threats. CASB solutions work as a gateway between cloud service consumers and providers, applying and enforcing security policies as cloud-based resources are called. The value stems from the ability to identify high-risk applications and users, and other key risk factors across cloud platforms—a blind spot for some businesses. CASB solutions consistently enforce security policies across your on-prem and extended cloud ecosystem, and help prevent potential threats from slipping in from a third party. Other features and benefits include:,years of security experience. security events processed yearly (on average). security incidents processed yearly (on average). Security Operations Centers worldwide. Ransomware on the rise, phishing galore and more. Learn what attackers are up to in the 2021 Data Breach Investigations Report. The Payment Card Industry Data Security Standard (PCI DSS) was set up to help businesses that take card payments reduce fraud. But a large percentage of companies are not fully compliant – putting data at risk. Related Products,Businesses can access a powerful bundle of security tools and 24/7 tech support for such tools. Mitigate the effects of unexpectedand unpredictable distributed denialof service (DDoS) attacks. Address high-level federal requirements with a secure connection to the public internet. Protect users, apps and data virtually anywhere. Streamline operations while keeping your devices up to date, properly configured and secure. Choose your country to view contact details. Existing customers, to your business account or . If you are already a Verizon customer, we have several options to help you get the support you need. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreVerizon Partners with Versa Integrated Solutions
Achieve reliable and complete connectivity—from users located in-branch and at remote locations to those using on-premises and cloud applications—with Verizon Advanced Secure Access Service Edge (SASE) including Software Defined Secure Branch (SD Secure Branch) with Versa Networks. Organizations looking to achieve optimized connectivity will find it with Verizon and Versa in our end-to-end solution that is application aware, identity aware and multipath intelligent. Together, we deliver a feature-rich, scalable yet simple-to-use software platform to implement many different use cases, including:,Integrated architecture that combines comprehensive security, advanced networking, industry-leading software-defined WAN (SD WAN), robust analytics and simplified automation into one software solution,Consistent enforcement of security and networking policies to anywhere in the world with a single, easy-to-use management interface hosted on-premises or in the cloud,Cloud, on-premises or a blended solution to meet brownfield and multicloud requirements while scaling to tens of thousands of branch sites,No hidden costs, additional products, painful integrations or unnecessary appliances to get our robust suite of SASE services,Support provided by Verizon's Network Operations Center (NOC) and Security Operations Center (SOC) teams,Our network as a service (Naas) framework for reliable and secure network connectivity helps you enable the network capabilities needed today with the flexibility and technology required for tomorrow. Software Defined Secure Branch with Versa provides full-featured SD WAN, comprehensive security, advanced routing and sophisticated analytics. And with Verizon Advanced SASE, it can be delivered via one software stack. Security features include:,Virtual Network Services (VNS) SD WAN combines your public and private networks into a virtualized WAN solution that automates traffic flow and boosts bandwidth on demand. Define your digital destination with Digital Advisory Services (DAS) to map out your business transformation journey. Multiservice, single-stack software platform that integrates networking and robust security,Automated operations with zero-touch deployment, policy-based control, life-cycle management and feature-licensing options,Critical network security services provided by a secure web gateway and zero-trust network access integrated with SD WAN,Smarter and more automated SD WAN with rapid service delivery and end-to-end orchestration,Simplified management and policy enforcement for all users and devices across your network,Verizon Enterprise Center with advanced "drill-down" reporting and vendor API integration,Versa Director for real-time analytics that offer visibility and control insights into the WAN, security and secure access, as well as custom reporting on user, device and application traffic,of Fortune 500 companies served with Verizon technology solutions,security, network and hosting devices under Verizon management,managed networks in over 150 countries,years of experience managing customer networks,When cybersecurity and IT networking teams have different goals, it can obstruct your adoption and implementation of secure access service edge (SASE). Discover how to remove these organizational obstacles to enable a smooth SASE deployment, while getting better visibility into your corporate networks with contextual security controls for each user. Verizon and Versa Networks deliver on the outcomes of all of your organizational needs with a fully managed platform that provides full-featured SD WAN, comprehensive security, advanced routing, genuine multitenancy, seamless multicloud and sophisticated analytics delivered via one software stack. Get one point of contact when leveraging both Verizon and Versa together. The demand for enhanced cloud services is driving the need to rearchitect existing WANs. As IT teams navigate infrastructure challenges, they need to find WAN solutions that remove bottlenecks to their digital initiatives while providing secure, smart and simple connectivity. Verizon's annual Data Breach Investigations Report offers in-depth security risk insights and research from more than 5,250 confirmed breaches. If you are already a Verizon customer, we have several options to help you get the support you need. Choose your country to view contact details. Existing customers, to your business account or . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreCase Studies related to "ccaas vendors"
Verizon Grid Wide and Ashley-Chicot Electric Cooperative
Learn how Ashley-Chicot adopted Verizon Grid Wide: Intelligent Energy to increase efficiency and save on cost by boosting the speed and accuracy of meter readings.
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