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The key difference between UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) is that the former primarily focusses on internal communication between teams within a business, whereas the latter is specifically designed to connect your customers with your support and sales team members. That’s a simple answer to a simple question. The more important question, that is slightly more difficult to answer, is which is right for your business, your customers and your team? Both solutions provide a wealth of benefits and features that streamline communication; provide better experiences, both internally and externally, and allow your team to collaborate more effectively. We’re going to take you through the definitions, benefits and differences between UCaaS and CCaaS solutions, so you’re in a better position to decide which solution best suits the needs for your business.
If you’re looking to progress your business, stay ahead of competitors and enhance the experiences of both your team and your customers, keep on reading.
Unified Communications as a Service (UCaaS) is a communications solution that brings together multiple communication channels, including voice, video, instant messaging and conferencing, as well as a range of productivity and collaboration tools, such as file and screen sharing, all within one platform. UCaaS enables teams to utilise a range of tools and communication channels, without having to jump between multiple platforms. As they are hosted in the cloud, UCaaS solutions can be accessed from any location across a range of devices, including VoIP phones, PCs, laptops, mobile phones and tablets.
Contact Centre as a Service (CCaaS) is a similar solution to UCaaS in that it provides access to multi-channel communication and applications within one cloud-hosted platform. However, with CCaaS there is more of a focus on customer experience, rather than the internal communication within your team, which is the intended use of UCaaS. It would be better to view CCaaS as a customer service software, as opposed to just a communications solution. It routes inbound customer interactions to the relevant customer service agents and provides access to technology and applications, tailored to the needs of your business, to provide enhanced customer experiences. With a range of software, applications and technology, wrapped up in a simple subscription, the pressure of managing your solution is placed on the shoulders of your provider, reducing the reliance on an in-house IT team.
The main difference between UCaaS and CCaaS is the feature set and intended use of the two solutions. The aim of most UCaaS solutions is to optimise internal communications and collaboration, therefore the solution focusses on providing features like video conferencing, file sharing and meeting capabilities. Streamlined communications, access to data and the ability to work between multiple communication channels and productivity applications improves operations, which in turn improves the experience you offer to your customers, but the experience of your customers isn’t the primary aim of a UCaaS solution.
CCaaS solutions are specifically designed to be used by contact centers (the clue is in the name), therefore its features and functions focus on improving external communication and bolstering customer experiences. Alongside multi-channel communications, CCaaS offers a range of features and functions that organise communications and enable your customers to access the specific support they need.
Although the two solutions are used for different purposes with UCaaS focussing on internal communications and CCaaS focussing on external communications, the two do share some common functionalities. Firstly, both unify multiple communication channels within a single platform. Both UCaaS and CCaaS will allow the integration of third-party programmes, applications and platforms. However, UCaaS platforms will tend to prioritise the integration of third-party tools and resources that promote improved productivity, task management and collaboration, whereas CCaaS will focus more on the integration of customer management (CRM) platforms. Both solutions tend to offer a per-user, per-month or similar subscription pricing model, which makes cost management simple and removes the hassle of having to manage the solution yourself.
So, now you’ve gained an overview of the two solutions and the key differences and similarities, you should have a clearer idea of which may be more suitable for your business needs. If UCaaS is sounding like it could be the solution that meets your needs, let’s run through some key benefits it can provide for your business:
Alternatively, if you’re looking for a solution with a focus to improve the experience of your customers and the efficiency of your customer support initiatives, then CCaaS could be a better option for your business. Here’s a breakdown of some of the key benefits CCaaS can provide:
To answer this question, you need to nail down the exact needs of your business. Knowing your precise requirements will help you to decide if a CCaaS or UCaaS solution will work the best for your business. As a general rule of thumb, we’ll outline the best solution for some common business communication objectives, to give you an idea of the solution that may work best for your needs.
UCaaS may be the best solution for your business if you’re looking to:
CCaaS may be the best solution for your business if you’re looking to:
Whether you’re looking for UCaaS, CCaaS or need help discovering which solution will work best for your business, our experts are here to help. Our team our accredited by the biggest brands in the industry, including Mitel and 8×8 and have supported a range of businesses across many sectors to improve their communications with UCaaS and CCaaS solutions. Fill out our contact form today or call us on 0344 875 8880 for an in-depth consultation to explore which communication solution will best suit your business needs.