What Service is Better: Contact Center as a Service (CCaaS) or Unified Communications as a Service (UCaaS)?

The Key Difference Between CCaaS and UCaaS Services

The choice between Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) depends on the specific and unique needs of your business.

Here are some key differences between the two services to be aware of:

CCaaS is designed to manage customer interactions, typically through voice, email, web chat, social media, video, and even fax (yes some companies still fax believe it or not).  Contact Centers usually include features such as call routing, IVR (Interactive Voice Response), analytics to track performance metrics, and sometimes AI-Powered dialing features. CCaaS is an ideal service for businesses who need to manage a high volume of customer inquiries and provide a seamless customer experience.  If a customer has an issue and sends an email, but calls that company the next day because their issue is still unresolved, a CCaaS platform will enable their call agent to immediately be informed of their email correspondence from the day prior.  The best way to think of Contact Center is the service you would need to run an active business call center operation.

UCaaS, on the other hand, is more of a collaboration platform for smaller teams, mobile teams, and teams made up of virtual remote workers.  It includes many of the same features as CCaaS, such as video conferencing, messaging, and mobility.  It is designed to facilitate communication and collaboration between employees, regardless of their location. UCaaS is ideal for businesses that have remote workers or multiple office locations and need to ensure that their teams can communicate and work together effectively.

So, the choice between CCaaS and UCaaS will depend on the specific needs of your business. If you need to manage a high volume of customer inquiries, CCaaS is probably the better choice. If you need to facilitate communication and collaboration between employees who work in the field or in remote locations, then UCaaS may be the better option. However, many providers offer both services, so it is possible to find a solution that includes both CCaaS and UCaaS features to meet all of your communication and collaboration needs. 

Greenville Digital Marketing Agency is an authorized partner with the leading major UCaaS and CCaaS providers.  We offer free demonstrations to help business technology leaders compare and review platforms to get a feel for which platform best suits their organization's needs.  Even though we represent all the major providers like RingCentral, Nextiva, Genesys, 8x8, DialPad, Zoom, Comcast Business, AT&T, and Spectrum Business, we still sit on the same side of the table as our clients.  Therefore, we are able to provide the best promotional pricing, while eliminating the need for you to call up each one of these companies individually for quotes.  This saves you tons of time and hassle and almost always results in the best possible platform to suit your company's technology needs.

Schedule a free strategy session with one of our trusted advisors today, to learn more or to request pricing or quotes from any of these platforms or to schedule a demo - without providing your contact information to their sales departments.