How many applications do you currently have open on your work device? Many of us spend our days flitting from one program to the next as we check emails, chat with colleagues, attend meetings, and perform other tasks. However, switching between applications can slow us down.
Why combine UCaaS and CCaaS?
Among knowledge workers who utilize more than 16 apps, 25 percent report missing messages and actions, and 26 percent say they’re less efficient due to switching between applications, according to The Anatomy of Work Global Index 2023 from Asana. They estimate they could save 9.6 hours per week with process improvement.
That’s one reason to consider combining Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). A study by Metrigy found that integrating cloud unified communications and contact center solutions from a single supplier can increase revenue by 99.6 percent, boost customer experience (CX) ratings by 56.6 percent, and improve contact center agent efficiency by 37.4 percent.
To support enhanced productivity and better customer and employee experiences, communication solution suppliers have begun offering blended UCaaS and CCaaS solutions. At Enterprise Connect 2024, leaders from prominent providers such as RingCentral, Zoom, Cisco, and Microsoft discussed the “natural” convergence of unified communications and contact center technology, according to Channel Futures.
However, before you move forward with integrating UCaaS and CCaaS for your company, it’s vital to ensure you’re prepared for the process and have considered all the details.
Preparing for UCaaS and CCaaS integration
Here are some critical questions to ask before you combine your unified communications and contact center solutions, according to TechTarget, Verizon Business, and our internal tech experts. Please note that this isn’t an exhaustive list.
- Will this involve migrating either your contact center solution or phone system to the cloud?
- Does one of your current solution suppliers offer integrated UCaaS and CCaaS?
- How will this affect the amount your business spends on unified communications and your contact center?
- Do you want to integrate any other applications with UCaaS and CCaaS (e.g., your customer relationship management (CRM) solution)?
- What are your security and compliance requirements?
- What are your end users’ and contact center agents’ communication needs?
- Will you have a single point of support for troubleshooting?
Our trusted technology advisors can help you evaluate your current situation and assess your options for integrating UCaaS and CCaaS. With over 20 years of IT and telecommunications experience, we can craft a roadmap for your organization based on your pain points, needs and objectives.
Our team efficiently identifies the best solutions for our clients with the latest market research, connections with leading suppliers, access to niche solutions you wouldn’t hear about otherwise, and a tool that generates detailed comparison matrices. Why waste time when we’ve already done the homework for you?
Get started now by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
