Unlock Business Value by Combining UCaaS and CCaaS Solutions

Why UCaaS + CCaaS Matters

Let's start with a quick 101 of these technologies. UCaaS (Unified Communications as a Service) is a cloud-based solution that integrates communication tools — such as voice, video, messaging, and collaboration — into a single platform. CCaaS (Contact Center as a Service) is also a cloud-based solution, but it’s designed to enable customer service through multiple channels, such as phone, email, chat, and social media, all managed from a centralized platform.

A siloed communications approach can create complexities for small and mid-market businesses. Adopting a single source for UCaaS and CCaaS is more than just a technological upgrade; it's a strategic move for your business. 

A new report by Forrester Consulting evaluated the impact of communications challenges and the value consolidation in a survey of 421 decision-makers at small and mid-market organizations.

Enhanced Operational Efficiency

Synergistic UCaaS and CCaaS solutions can eliminate the inefficiencies that come with managing multiple vendors. This unified approach reduces complexity, allowing for streamlined workflows and enhanced productivity. Among decision-makers surveyed, 43% identified providing seamless communication across channels as a top business priority, and 53% cited improving operational efficiency/productivity.*

Improved Experiences

While communication is a key to success, employees often aren’t equipped to collaborate effectively because they don’t have the right technology. Poor collaboration experiences lead to negative business impacts. In fact, 49% of decision-makers agreed that poor collaboration negatively affects customer experience (CX), and 40% said it reduces employee productivity.* The biggest takeaway? 38% indicated that poor collaboration resulted in lost business.*

Cost Effectiveness

Balancing costs with delivering quality experiences is a major challenge for businesses. Notably, 32% of decision-makers cited high maintenance costs as a key challenge for CCaaS platforms, compared to 28% for UCaaS.* It's no surprise then that cost-cutting measures are a key driver among surveyed decision-makers to consolidate UCaaS and CCaaS with a single vendor.

Get the Full Story

Investing in combined UCaaS and CCaaS is a forward-thinking approach that prepares businesses for future challenges. It creates the infrastructure that ensures businesses can quickly adapt to new technologies and market demands, staying ahead of the competition.

Ready to unlock the full potential of your business communications? Check out the new Forrester study, "Have Your UCaaS/CCaaS Cake, And Eat It, Too," to discover all the insights on why this powerful combination matters.

_{*Source: A commissioned study conducted by Forrester Consulting on behalf of Vonage, February 2024}