When it comes to the care and feeding of a cloud contact center, there’s a lot to keep in mind. Plenty of options have emerged to help drive the development of this increasingly valuable operation—poor customer experience has sent many customers fleeing for the door—and making sense of them all can be a challenge. There’s one thing that’s especially important to know these days: the combination of Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) can produce a cloud contact center on par with the very best.
What Value Can the Cloud Contact Center Get From Combining CCaaS and UCaaS?
The combination of CCaaS and UCaaS yields significant value for its users.
Reduced expenses. Both CCaaS and UCaaS allow customers to keep much of their original infrastructure in place. Since these are hybrid solutions, a lot of the old infrastructure can be kept and replaced as needed later. There’s no need for a big capital expenditure to bring the solutions in, which means users can get started right away and with comparatively minimal expense.
Better contact across different media. UCaaS solutions often work in place of plain old telephone service (POTS), offering voice service as well as video, conferencing, and similar solutions. CCaaS solutions, meanwhile, work well with newer forms of communication like social media. Combining the two together gets much closer to the omnichannel experience that customers crave and businesses should be eager to provide.
Access to the fullest feature set. UCaaS tools include vital features like call routing, which cloud contact centers can use to send calls to the person or department best suited to answer them. CCaaS, meanwhile, opens up some of the latest tools, like the ability to connect contact center agents to the fullest set of information about a customer, thus improving customer service and the customer experience. Having both systems running at once opens up the complete slate of options, and allows every tool at your disposal to be used toward better assisting the customer.
Get Help Making the Vital CCaaS/UCaaS Connection in the Cloud Contact Center
There are many compelling reasons to make the CCaaS/UCaaS connection in the cloud contact center, but what do you do when you need help making it happen? Just get in touch with us at Innovative Business Solutions. With over 500 partners in a range of industries, we can take the best parts of CCaaS and UCaaS to make a combined solution perfect for your customer’s cloud contact center. Drop us a line and let us help you build the solution you need.