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5 Reasons Why Perfect Harmony in Business Communications Matters

This article was published on April 4, 2024

If improving customer and employee experiences is top-of-mind at your organization, you’ll need the right communications solutions to make it happen. 

 

Chances are, you’re thinking about Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) tools. Separately, UCaaS and CCaaS are valuable, but together they can bring perfect harmony to your employee and customer communications.

 

This doesn’t have to be a daunting task or disruptive change. By adopting complementary UCaaS and CCaaS solutions from a single vendor, you can boost experiences and streamline communications. Read on to learn more.

Illustrated image employee using a headset and laptop to communicate with a customer, and a customer using a mobile phone to communicate.

UCaaS and CCaaS 101

Let’s take a step back to understand what UCaaS and CCaaS mean to business communications. 

UCaaS

Cloud-based UCaaS is technology that unifies multiple communications channels, such as voice or video calling, personal or group messaging, and audio or video conferencing, and operates using the internet. This allows your employees to work from virtually anywhere using computers, tablets, and desk or smartphones with an internet connection. 

For example, a sales representative can have the same phone number for their desk and mobile phones, transcribe voicemails as text to their email inbox, and make video conference calls. UCaaS solutions are designed to support mobility and collaboration with features like call routing and forwarding and voicemail-to-email transcription. UCaaS enhances communications, whether employees are collaborating internally or connecting with customers.

CCaaS

In short, contact centers revolve around agents helping customers. Contact center agents are often the first point of contact with customers, providing them with information to solve issues and with answers to questions. A cloud-based contact center (CCaaS) allows agents to connect with customers across channels like voice calls, chat, text messaging, and social media — all in a single platform. 

CCaaS solutions offer powerful features like AI virtual assistant, call recording, and dynamic routing. With CRM integrations, businesses can deliver personalized interactions using relevant customer data and even benefit from more thorough data analysis. For example, a contact center manager could use a built-in dashboard to monitor KPIs (key performance indicators) such as call length, handoff time, and customer satisfaction.

Complementary Solutions Matter

Let’s look at how UCaaS and CCaaS solutions complement each other and why streamlining with a single vendor can help. 

Maintaining separate communications tools creates a disconnect that can prevent businesses from delivering positive customer experiences, decrease employee productivity, and, ultimately, hurt the bottom line.

Customers expect high-quality and consistent communications, and every interaction sets the tone for how they feel about your business. How do we know? The Vonage Global Customer Engagement Report 2024 uncovered that 74% of customers are likely to take their business elsewhere after a bad experience, and 46% only need one or two negative experiences before they leave. Low quality or unreliable, dropped calls create poor experiences. 

Your contact center is another key touchpoint. If agents place customers on hold while struggling to reach subject matter experts for answers, neither party will be truly engaged. Without the right tools to work effectively, your employees across departments — from agents to sales and IT — are at a disadvantage, which leads to frustration and low productivity.

To get customer and employee communications in perfect harmony, it’s important to bridge the gap between these two communications systems. And it’s easier than you think to achieve. Adopting a single source or vendor for UCaaS and CCaaS transforms your organization into a more interconnected workplace. 

With complementary UCaaS and CaaS, you will be equipped to enhance customer engagement and employee collaboration with improved communications quality, first-contact resolution, and reduced IT complexities that lower operational costs. 

What Are the Top 5 Benefits?

It’s time to explore five benefits businesses experience by adopting a single source for UCaaS and CCaaS. 

  1. Enhanced CX: With a one-stop-shop for communications channels, you can fuel positive CX (customer experiences). Most people who reach out to a business don't know (or care) whether they're talking to someone in a corporate office or a contact center. They just expect efficient service. Customers don't want to identify themselves repeatedly or be told to call a different number. Yet, this happens when teams can't communicate in real time. Consider a client who needs tech support but calls a salesperson. Instead of giving the customer the tech support number, they can reach out to the right team, ensure an agent is ready to help, tee up the conversation, and loop the customer into the call. This keeps customers happy, and happy customers are loyal. According to the Vonage Global Customer Engagement Report 2024, 52% of customers will become more loyal to a company when presented with a great experience.

  2. Next-level collaboration: When communications solutions play well together, it sets the stage for enhanced collaboration between employees across your company. Bring teams together with easy-to-use tools that support virtual brainstorms, quick chats to align on questions, and even optimize performance. Whether the entire team is in an office or they are collaborating from different locations, they are equipped to get their jobs done.

  3. Powerful integrations: Leveraging a single UCaaS and CCaaS provider also provides integrations with other key business applications, such as customer relationship management (CRM) like Salesforce or productivity tools like Microsoft Teams. This helps employees quickly access the information they need and spend less time toggling between software and more time addressing business needs. 

  4. Cost-savings: Moving to a single source often offers cost savings. With reliable cloud communications in place, you can reduce the need for and cost of equipment and maintenance. A contact center that operates on the same cloud system eliminates the need for complex systems of wires and office space. Your organization can use existing devices, work from virtually anywhere, and benefit from system updates rolled out automatically. 

  5. Simplified business benefits: The power of a combined UCaaS and CCaaS solution drives internal efficiencies. How?  By providing more consistent uptime reliability, redundancy, and compliance. When you can worry less about keeping communications tools up and running, you can focus on other parts of business operations.

Getting Started

Team up with a trusted provider that offers complementary UCaaS and CCaaS systems in a single, cloud-based solution. 

Ready to discover how a single source for UCaaS and CCaaS can boost experiences at your business? Visit us online to learn more about our Vonage Fusion solution, which combines UCaaS and CCaaS, or to connect with a Vonage expert.

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