The way companies invest in crucial technologies has evolved significantly in recent years. Switching to hybrid working strategies, cloud-based tools, and a growing need for agility has prompted a new trend. Today, the “A Service” business model is stronger than ever.
“As a Service” offerings provide businesses more flexibility, scalability, and cost savings than traditional technology investments. Moreover, many of these solutions can work seamlessly together, delivering an all-in-one cloud environment for team productivity.
Specifically, the areas of “UCaaS” (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) are becoming increasingly aligned. With both regions focused on the communications tack, CCaaS and UCaaS can work seamlessly together to synergise teams like never before. As the XaaS (Everything as a Service) market accelerates towards a value of $2.4bn by 2029, you should consider combining UCaaS and CCaaS.
1. Improved Team Collaboration
Workplace information silos have grown highly problematic in the last couple of years. When teams are distributed among different tools and environments, we have significant knowledge gaps, reduced productivity, and a toxic company culture.
As the workplace transforms into the new digital work age, silos are causing severe problems with inefficiencies and mistakes. Fortunately, the combination of UCaaS and CCaaS can help with this. When both environments are aligned, contact centre agents can more easily access support from internal specialists and departments.
Contact centre agents can reach out to team members with the skills they need to solve problems effectively. Sales teams can conveniently transfer customers and calls to finance departments and other employees. Combining UCaaS and CCaaS brings all employees together in an environment where they can access instant assistance, information, and guidance.
2. Enhanced Productivity
According to some studies, the average company uses around 245 SaaS applications available to teams every day. A digitally-transforming landscape means more of us spend a significant portion of our time each day jumping between tools. However, bringing UCaaS and CCaaS together can synchronise multiple critical apps into one environment.
Not only do UCaaS and CCaaS bring tools for collaboration, communication, and customer service together, but they can also open the door for additional integrations. Many flexible environments allow brands to bring CRM solutions, workforce management tools, and other apps into the same unified space.
With more aligned technology, businesses can keep productivity levels high, boost workplace efficiency, and open innovation doors. You can even track the adoption of different tools to determine which software your employees need and which you can eliminate from the ecosystem entirely, saving money.
3. Improved Customer Experience
CX is at the heart of virtually every business strategy today. Leading companies know they need to deliver phenomenal customer experiences to stay ahead of the competition. However, excellent customer experience starts with an optimised, empowered team.
Aligning UCaaS and CCaaS provides employees with more support to deliver the experiences today’s customers seek. With these environments, it’s easier for contact centre agents to get the help they need to solve customer issues quickly, improving first-time resolution rates. Moreover, transferring customers to the right agent is quick and convenient.
A connected UCaaS and CCaaS environment also means companies can provide their teams with more information to strengthen customer service. Team members can share information about products, solutions, and customers to deliver more efficient and personalised experiences. The right tools can even allow for integrations with disruptive technologies.
For instance, many solutions now include AI systems for self-service support, sentiment analysis, and tracking critical trends within the workplace.
4. Better Business Insights
To deliver exceptional customer service and run the most productive teams, companies need to be able to leverage data effectively. Estimates suggest we now produce around 2.5 quintillion bytes of data per day. UCaaS and CCaaS tools collect valuable information about business performance, team productivity, and customer satisfaction.
A more aligned end-to-end environment means business leaders don’t waste time connecting the dots between disparate data stores. Instead, companies can get clear insights into their employees, processes, and customers in the same place. This makes it easier to see which factors influence the business’s bottom line.
Connecting the data environments for UCaaS and CCaaS provides better visibility into the overall business, with fewer risks for information gaps and inaccuracies. Using AI tools to leverage valuable suggestions for improving business outcomes on a budget is even possible.
5. Enhanced Agility
We live in a world where the landscape for virtually every business in any industry is evolving dramatically. Digital transformation is happening faster than ever before, and companies need to be able to adapt to new trends as they happen. Combining UCaaS and CCaaS can help businesses to become more agile and prepared for this landscape.
When these ecosystems are connected, companies can more easily leverage the benefits of new concepts like hybrid and remote working. Teams can work consistently and efficiently in any environment, with access to all the tools they need in one space. Moreover, the cloud environment makes provisioning technology to remote workers quick and secure.
With an aligned cloud communications environment, it’s also much easier to implement new technologies capable of supporting your modern team. Business leaders can easily invest in AI, 5G, IoT, and other disruptive tools without a substantial initial investment. All of these solutions can then be managed in a shared cloud environment.
6. Achieve Significant Cost Savings
Finally, one of the biggest reasons many companies leverage the “As-a-service” environment today is the potential for significant cost savings. Cloud-based communications across UCaaS and CCaaS spaces come with fewer on-site and traditional costs to worry about.
Teams can access better deals on aligned technology ecosystems, while more productive teams deliver better bottom-line results. Companies can unlock more efficiency in their teams, keeping unnecessary costs to a minimum. What’s more, with hybrid and remote work opportunities, the average workforce has fewer overheads to worry about.
By aligning UCaaS and CCaaS, companies also gain access to subscription-based pricing models, which ensure they can scale their needs up or down according to demand. This means you never have to pay for more technology than you need.
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