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UCaaS vs. CCaaS: Why Your Business Needs Both Business
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 moreTop Cybersecurity Threats for June 2023 Business
Author: Phil Muncaster,On the third Wednesday of every month, the Verizon Threat Research Advisory Center (VTRAC) holds its Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity landscape and provide the latest threat intelligence. Below is the summary of their most recent briefing and here is the . 1. Verizon 2023 Data Breach Investigation Report (DBIR) reveals developments in the current threat landscape,2. MOVEit flaw exploited by Clop ransomware group in large supply chain attack,3. Barracuda zero-day bug exploited by Chinese state-linked threat actor,If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. The has been released. This year's report provides detailed insight into the threat landscape, gleaned from 16,312 incidents, of which 5,199 (32%) were confirmed data breaches. It found that external (83%) and financially motivated (95%) breaches were most common, thanks to the dominant role of organized crime. Insiders accounted for a fifth (19%), although this includes negligence as well as malicious activity. The human factor accounted for 74% of breaches. That's not surprising considering (49%) and (12%) were the top two techniques for gaining entry into networks, followed by vulnerability exploitation (5%). Among social engineering, business email compromise (BEC), or , is now present in more incidents than phishing. As stated on page 31 of the 2023 DBIR, cases doubled over the past year, with the . (24%) recorded its highest-ever share of breaches, and continues to impact organizations of all sizes and in all industries. Infamous ransomware group Clop exploited in popular managed file transfer software MOVEit to steal data from countless MOVEit customers. The group is currently adding victim names to its leak site as the data for ransom payment expired. It has claimed hundreds of victims, while VTRAC has counted at least 96 so far. Among these are the BBC, British Airways and the U.S. Department of Energy. It was a sophisticated, multi-stage attack, which calls to mind the of 2021, also linked to Clop. As well as the original zero-day (), two more critical vulnerabilities have since been found and patched by MOVEit developer Progress Software: another SQLi flaw () and (). Financial services and insurance companies appear hardest hit, with the financial and reputational impact likely to be high. The U.S. government a $10 million dollar reward for information linking the attack to a nation-state. In early June, Barracuda Networks took the of urging all customers of its Barracuda Email Security Gateway appliance impacted by a recent to replace the devices immediately, regardless of patch version. That followed efforts by the cybersecurity vendor to update the appliances on May 21. The reason became clear after new intelligence on the case, which it was brought in to help with. An aggressive and persistent state-linked Chinese actor had been exploiting the zero-day in an espionage campaign dating back to October 2022. The Mandiant report named the unknown group UNC4841. It said that Barracuda decided to issue the call for customers to replace their appliances after the group switched malware and deployed new persistence mechanisms, following the issuing of the Barracuda update. UNC4841 stepped up its campaign from May 22-24, with high frequency operations targeting victims in 16 countries. A third were government agencies, but individual victims included well-known academics in Taiwan and Hong Kong and Asian and European government officials in Southeast Asia. Mandiant warned network defenders to continue monitoring for UNC4841 activity. Learn more about the ever-evolving nature of security threats and complex risk environments. Advanced Security Operations Center (SOC) Services,To help detect and contain sophisticated threats and help prevent them from spreading. Rapid Response Retainer,To help accelerate response to serious attacks. Web Application Firewall,To help mitigate the risks associated with the exploitation of public-facing applications. SASE Management,To help neutralize the cybersecurity risk from hybrid workers. To find out more, listen to the full threat intelligence briefing from the . 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 . . * Indicates a required field. We will follow up from your contact request using the information provided. 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 moreTop Cybersecurity Threats for May 2023 Business
On the third Wednesday of every month, the Verizon Threat Research Advisory Center (VTRAC) holds a Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape. Below is the summary of their most recent briefing and here is the . 1. Ransomware actors expand their attack vectors,2. Phishing concerns emerge over Google's new Top-Level Domains,3. Fears of new supply chain threat as hackers leak code-signing keys,If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. Verizon's analysis of some of the most prominent ransomware leak sites revealed 365 new victims in April. To increase their profits and victim count, some of the biggest groups continue to innovate. in what is believed to be an industry first. And both LockBit and Clop were in servers for printing management software, PaperCut. The U.S. remained the most targeted country worldwide in April, according to Verizon. The latest attacks highlight the need to deploy robust, proactive defensive measures. Cybersecurity vendor Dragos, which withstood a ransomware attack in early May, multi-layered protection, detection and response tooling helped to limit the impact of its breach. Google recently introduced two new TLDs, ZIP and MOV, which may unwittingly provide an advantage to phishing actors. That's because the domains in question are also file extensions. Some messaging apps and social sites will now automatically convert them into links. The concern is that bad actors will create lookalike phishing domains with ZIP or MOV extensions, which victims may be more prone to clicking on. Experts claim this adds unnecessary extra risk and confusion for users and opportunities for threat actors. They are the extensions to create new phishing campaigns, including one phishing page at microsoft-office[.]zip designed to steal Microsoft credentials. The news highlights the continued need for updated and effective web security. A Taiwanese hardware manufacturer was breached by ransomware attackers back in April. Although the vendor , the Money Message group subsequently posted a trove of information stolen from the firm on its leak site. Analysis by security experts revealed two private encryption keys amongst the data. The first signs MSI firmware updates to prove they're legitimate, and the second is used in an MSI-specific version of Intel Boot Guard also designed to prevent the loading of malicious firmware. that threat actors could theoretically use these keys to self-sign malicious firmware and have it run on victim machines. Given the large number of B2B customers MSI has in the PC space, it could represent a significant threat. Although such an attack technically complex and require local access to a machine, it's not inconceivable that well-resourced actors will attempt it in a highly targeted operation. Learn more about the ever-evolving nature of security threats and complex risk environments. To find out more, listen to the full threat intelligence briefing from the . 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 . . * Indicates a required field. We will follow up from your contact request using the information provided. 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
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