UCaaS & CCaaS: What’s the Difference?
“UCaaS vs CCaaS”
First and foremost, though UCaaS vs CCaaS is one of the topmost searched questions concerning both subjects, this is not a matter of one being better than the other. UCaaS and CCaaS work together to accomplish different tasks for different businesses.
Comparing the two to each other is more of a chocolate vs vanilla situation rather than a VHS vs DVD scenario. UCaaS is not an upgrade of CCaaS, nor is CCaaS the alternative product to UCaaS. They are simply two different services for your business’ communications needs.
In this blog, we will cover why this is not an issue of choosing one over the other, but instead figuring out which service (UCaaS or CCaaS or both together) is more ideal for your business
What is UCaaS
UCaaS stands for Unified Communications as a Service. It is a cloud-based communication platform (phone system) that integrates multiple communication methods at the same time (audio/telephone communication, chat, instant message, etc.) through a single cloud provider, effectively delivering them all together. One provider, one monthly subscription fee, and one platform.
UCaaS allows for multiple devices to be working at the same time with even back up phone switches available to pick up calls in case of failure. Your local phone numbers and toll-free numbers are registered in multiple phone switches in the Cloud at the same time. This is referred to as a live environment and allows for calls to always be delivered with no down time.
UCaaS is more cost-effective compared to older, cloud-less or premise-based phone systems like PBX’s or POTS lines. Additionally, smaller companies can now use this feature-rich service that was previously only available to large corporations.
What is CCaaS
CCaaS stands for Contact Center as a Service. It is a Cloud-Based Software that allows for the best customer experience using IVR functionality in assisting call centers to run more smoothly and efficiently. CCaaS routes calls more effectively, optimizes workforce management and, most importantly, delivers real-time analytics.
In the past, an employee would have to crunch numbers on an excel sheet throughout a couple of days to discover a trend or pattern in their call data. CCaaS does the number crunching for you and provides analytics right to your agents’ screens in real-time.
If your business utilizes a call center, then you need the newest technology to ensure customer retention, chat integration, and data analytics. CCaaS can help your business reduce frustrated customers and dropped calls.
UCaaS and CCaaS Together
From the distinctions made between UCaaS and CCaaS, we can see that they solve different problems. However, just because they are different does not mean that they cannot be used in tandem with each other.
The combination of the two produces more tools for your business to use towards offering the best possible customer experience for your clients and easier communication between your clients and employees.
UCaaS and CCaaS are like chocolate and vanilla. Everyone has their preference, but one is not necessarily greater than the other. Yet, when mixed, the union can be even more satisfying.
See how Conectrix can assist you in determining if UCaaS, CCaaS or both services are most ideal for your business.