UCaaS vs. CCaaS: Choosing what’s best for your business
What is the different between UCaaS and CCaaS?
The battle between on-premise and cloud services had already been won, and the cloud came up on top. Now, it’s no longer a question of choosing between on-premises vs. cloud, but rather, which cloud communications platform is better for your enterprise.
This leads us to one of the dilemmas many businesses face today. Which is better, Unified Communications as a Service (UCaaS) vs. Contact Center as a Service (CCaaS)?
Before we get to pitting these two world-changing technologies, let’s try to understand what each is. So, let’s find out. What is UCaaS, and what is CCaaS?
What is UCaaS?
UCaaS, or Unified Communications as a service, is a type of cloud-hosted solution that unifies different communication channels into one platform. It integrates telephony, video conferencing, and team messaging into one platform.
This unified communications platform solves the problem of shifting from one solution to another whenever the user wants to use another channel. Plus, it removes the feeling of having a disjointed communications system.
Instead, you have a seamless experience from calling and online meetings to group chats and private messaging.
What is CCaaS?
Like UCaaS, CCaaS or Contact Center as a Service is also a cloud-hosted service. It provides your business with the advanced capabilities to interact with your customers via inbound or outbound telephone campaigns.
In recent years, there has already been advancement in customer interaction management via digital channels like chat, social media, and email.
UCaaS vs. CCaaS - What are the similarities and differences?
On the surface, you may find that UCaaS and CCaaS platforms have many similarities. Both are cloud-hosted and help businesses enjoy the benefits of cloud-based solutions like reducing operational and maintenance costs, easy scalability, flexibility and mobility, and streamlining of processes and workflows.
However, the main difference is their functionalities.
UCaaS mainly streamlines internal communication and collaboration, while CCaaS providers are more focused on streamlining and improving customer interactions for better customer experiences.
To go deeper, let’s see the advantage of one over the other.
Advantages of UCaaS over its CCaaS counterpart
1. Lower costs
UCaaS is mainly an internal communications solution with inbound and outbound calling activities and some call routing capabilities. It is typically priced lower than CCaaS solutions handling a more significant number of callers due to constant customer interactions.
2. Single platform for phone, video, and messaging
No more need to shift from one app to another when going from phone to video to messaging, or any other order. Everything is in one easy-to-use interface, like the Microsoft Teams App.
3. Better collaboration between colleagues
Aside from making it easier to shift from phone to video and messaging, UCaaS providers have other features that make collaborations easier.
These are just some of the advantages of UCaaS over CCaaS; now, let’s go the other way around.
What are the benefits of CCaaS over UCaaS?
1. Better customer experience
While UCaaS has auto-attendant and some great routing capabilities, it doesn’t compare to what CCaaS can do. What sets it apart are these two features:
- Interactive voice response (IVR) – Like the auto-attendant feature, it automatically answers all calls and directs them to the right agent or department. But it is more than that; it can also facilitate self-service functions that can help customers help themselves, which frees up agents for more complex customer concerns.
- Skills-based routing – It works with the IVR feature where the CCaaS solution directs the call to the contact center agent equipped to handle their concern. It improves first contact resolution and reduces the need for more call transfers and customer callbacks.
2. Better employee engagement
CCaaS solutions also have features that analyze performance and possible pain points and areas of improvement that can make agents’ lives easier. The two elements that aim to improve workforce engagement are:
- Workforce management (WFM) – These are strategies, processes, and tools organizations can use to improve performance and productivity. Some of the tools used include demand forecasting, scheduling, and shift management.
- Workforce optimization (WFO) – On the other hand, these are strategies aimed at the long-term development of the workforce. It includes talent development and quality assurance.
These are just some of the advantages of CCaaS over UCaaS.
Now, the question is, which one is better for your business?
How to choose which is best for your business...
You’re already in a much better position to decide what your business needs, having learned about UCaaS and CCaaS and what they can provide. They both offer a quick, efficient option to improve communications.
Think about what your company needs and what sort of communication solutions would be most effective. Remember that the future of this software and the communications of the modern business are all about being scalable, flexible, and unified to provide the best customer experience across the board. It’s a delicate balancing act, but it’s one that is worth taking the time to figure out.
About Plow Networks
Plow Networks is a leading IT services provider, connecting businesses to technology since 2012. With deep expertise in network, cloud, and end user support services, we partner with clients to leverage technology in ways that simplify operations and fuel growth. Plow Networks is based in Brentwood, Tennessee.