When exploring how unified communications as a service (UCaaS) pairs with contact center as a service (CCaaS) to enhance the customer experience, it's helpful to understand how companies use these communications technologies today. So, you might ask, what is UCaaS? UCaaS is a cloud-based business collaboration solution that unifies multiple communications channels including voice, video, messaging and presence in a single platform. Businesses use UCaaS to improve productivity and boost internal collaboration, especially across a remote workforce.
CCaaS powers a company's external communications—that is, customer communications. CCaaS serves up advanced call center operations in the cloud, empowering businesses to innovate and deliver a differentiated customer experience. Omnichannel communications let businesses engage with customers via their channels of choice—such as phone, SMS, online chat, or email—while analytics insights help companies continually improve the customer experience.
Companies can unlock the combined value of UCaaS and CCaaS at a lower price point, enjoying a speedy deployment while also taking advantage of the cloud's flexibility and scalability. With a reduced administrative burden, IT staff is free to focus on strategic initiatives. Since CCaaS offers a predictable cost structure based on regular recurring operating expenditures rather than hefty up front capital outlays, businesses can more effectively manage their communications investment.