The markets for unified communications as a service (UCaaS) and contact center as a service (CCaaS) are both growing in prominence, with the UCaaS market expected to grow by 13.4% between 2021 and 2028 and the CCaaS market expected to grow by 16.1% between 2020 and 2027.
8×8’s service offerings include robust UCaaS and CCaaS solutions built around all in one communications. In this blog, we’ll help you understand the differences between the two platform types, identify which is appropriate for your business, and share some tips for a successful implementation.
What Is the Difference Between UCaaS and CCaaS?
UCaaS platforms grew as an extension of unified communications—the bringing together and streamlining of different communications channels, including phone calls, video conferencing, email, instant messaging, and so on. When an organization implements a UCaaS solution, it helps agents provide more efficient, effective, and consistent experiences regardless of communication type. Before we go any further, let’s take a moment to understand what these terms mean.
What is UCaaS?
To be specific, Gartner defines UCaaS as a “cloud-delivered unified communications model that supports six communications functions: enterprise telephony, meetings (audio/video/web conferencing), unified messaging, instant messaging and presence (personal and team), mobility, and communications-enabled business processes.”
What is CCaaS?
Gartner defines CCaaS as “any application that helps customer service companies manage customer interactions across channels in a single location” and may include additional functions like self-service capabilities, process orchestration, resource management, employee engagement, and more.
CCaaS platforms are a little more comprehensive. In addition to the unified communications piece, CCaaS solutions include custom routing, software analytics and tracking, customer experience tracking, call recording and management, and more.
Who Buys and Uses These Solutions?
UCaaS and CCaaS platforms both enable organizations to migrate certain operations to the cloud, reduce costs, increase flexibility, and improve productivity. When it comes to who purchases and implements UCaaS vs CCaaS, the difference becomes clear:
- UCaaS solutions are typically purchased by IT departments, and work to streamline and optimize internal communication and processes/workflows in a single, cloud-based platform. From fundamental UCaaS features like call routing and forwarding and conference bridging, to bottom-line benefits like reduced IT overhead, simplified troubleshooting and support, UCaaS solutions bring everything together.
- By contrast, CCaaS solutions appeal to sales and service leaders, as well as operations and even financial teams, anyone in a decision-making position who is looking to improve the experience of their sales/support agents and the customers counting on them. Similar to UCaaS platforms, CCaaS vendors promise ROI in the form of happier customers, happier employees, and increased efficiency, effectiveness, and overall profitability.
What Are the Best UCaaS and CCaaS Platforms?
When it comes to evaluating UCaaS and CCaaS platforms, there are a number of variables to consider. Many decision makers trust Gartner research when considering their options. For both platform types, Gartner identifies a collection of vendors as leaders in what they call their Magic Quadrant. They stick to two main criteria: completeness of vision and ability to execute.
In other words, these are forward-thinking companies that not only aim high, but also deliver results. Companies may be named as either challengers, leaders, niche players, or visionaries, based on the two criteria of vision and execution.
One company represented in both lists (UCaaS, CCaaS) is 8×8. Let’s take a look at each of 8×8’s offerings a little more closely, so you can get an idea of which would be better-suited to your business.
8×8’s UCaaS Solution
8×8 was named as a Leader in Gartner’s UCaaS Magic Quadrant for 2021. Leaders are those companies that receive high marks for both completeness of vision and ability to execute. 8×8’s UCaaS platform offers a wealth of benefits, just a few of which include:
- Cost savings
- Consistent user experience
- Accommodation of remote work, collaboration, and communication
- Integration with existing systems, like a CRM
- Data security
- Reduced maintenance costs and downtime
- Flexibility and scalability
- Consolidation and simplification of business processes
8×8’s CCaaS Solution
8×8 was also named as a Challenger in Gartner’s CCaaS Magic Quadrant for 2021. Challengers are those companies that have a high ability to execute, and are progressing toward further completion of their vision. Some of the key benefits of 8×8’s CCaaS platform include the ability to:
- Improve efficiency and ROI
- Meet scalability requirements
- Minimize disruption, downtime
- Trust in secure, future-proof systems
- Integrate with platforms like Microsoft Teams, Salesforce
- Increase productivity
- Monitor and analyze call quality
- Troubleshooting and support
- View interactive, real-time analytics
Managed 8×8 Services With InterVision
Whether you are in the market for a game-changing UCaaS or CCaaS platform, you can count on 8×8. With InterVision’s Managed 8×8 Services, you can:
- Unify voice, video, and messaging seamlessly
- Scale the remote workforce effortlessly
- Reduce overhead and expenses
- Boost engagement and productivity throughout the organization
- Unburden internal IT demands
- Deliver tailored customer engagement
For support and services that keep you connected with streamlined, integrated communication channels—without the hassle of platform management—the approach of managed 8×8 services by InterVision is fueled by the power of working together.