Combining UCaaS/CCaaS solutions, and consolidating cloud technologies isn’t just a trend in today’s world. It’s quickly becoming a crucial component of any solid strategy for digital transformation.
Cloud adoption has skyrocketed in recent years, as companies search for ways to preserve business continuity and improve workplace agility. The “Everything as a Service” space is now larger than ever. By 2031, it’s expected to reach a value of $2,631.1 billion, as organizations embrace a more unified cloud architecture.
Vendors offering combined UCaaS/CCaaS platforms empower business leaders to take the next step in the transformation of their technology stacks. They bridge the gaps between different essential communication tools, improve collaboration, and boost productivity.
The question is, how do companies choose the right solution for their needs? Here’s your complete guide to comparing UCaaS/CCaaS vendors this year.
Step 1: Examine Your Existing UCaaS/CCaaS Stack
Consolidating your UCaaS and CCaaS tools in today’s digital world doesn’t have to mean starting again from scratch. Most businesses will already have tools they rely on for customer service and internal collaboration. Some UCaaS/CCaaS providers will empower these organizations to continue using their existing resources, alongside new tools.
For instance, if you already use Microsoft Teams for internal collaboration, you may choose to implement a CCaaS solution into Teams using Operator Connect or Direct Routing. If you want to start over with a new UCaaS/CCaaS system, the right vendor should allow you to continue using crucial apps and hardware. They may offer API and integration options where necessary.
Some vendors also take an agnostic approach to UCaaS and CCaaS platform consolidation, allowing companies to connect as many different tools as they like to a network.
Step 2: Identify Crucial Tools and Features
As the demand for integrated UCaaS/CCaaS solutions continues to grow, the number of different platforms and diverse tools is evolving. Today’s businesses can access everything from tools focused heavily on collaboration, with a few contact center features, to highly advanced ecosystems.
Identifying the features most crucial to your business will help you to choose a vendor that’s suitable for your needs. You may need to think about the global reach of your platform, and whether you can serve employees and customers in a range of different countries.
Some companies might be looking for tools that implement solutions for more flexible working practices, like remote provisioning and configuration features. You may even want to take advantage of more advanced innovations in the UCaaS/CCaaS world, like generative AI and low-code automation tools.
When considering your feature needs, ensure you think not just about the capabilities you need now, but the innovations you may want to take advantage of in the years ahead.
Step 3: Prioritize Flexibility and Integrations
Combining your UCaaS/CCaaS solutions in the cloud is an excellent way to simplify the technology stack. It ensures you can access complete visibility into your communication tools, manage data more efficiently, and improve employee productivity.
However, the chances are your team members also rely on more than just contact center and collaboration tools. The most advanced UCaaS/CCaaS solutions won’t just combine two ecosystems. They’ll also give you the freedom to connect other resources and tools to the same single pane of glass environment.
With a flexible platform, you’ll be able to integrate your UCaaS/CCaaS technology with various apps. This could include workforce management and optimization tools, customer journey mapping platforms and CRMs. The more integrations you can access, the more you can empower teams.