Ten Advantages of UCaaS and CCaaS from a Single Vendor
Unlock the Benefits of an Integrated Cloud Communications Solution for Your Business
In today’s remote and hybrid work era, businesses are shifting towards cloud-based communication and contact center solutions. With these changing trends, it’s crucial that businesses employ a single vendor to integrate their communication needs seamlessly.
Relying on multiple vendors for customer service and communication needs results in added expenses and a lack of coordination between the contact center and the rest of the organization. Businesses can streamline their tools and achieve a more unified system by opting for a single vendor for cloud communications and contact center solutions.
According to a study conducted by Metrigy, a technology consulting firm that advises industry leaders, it’s beneficial for businesses to adopt an integrated solution that combines unified communications as a service (UCaaS) and contact center as a service (CCaaS) from a single vendor. The study argues that the fewer tools a company uses, the greater the value it can derive from them.
Metrigy’s research shows businesses who integrate UCaaS and CCaaS platforms find:
- 54% increase in revenue
- 37% increase in customer experience ratings
- 22% decrease in monthly cost per agent
So, why do businesses that integrate their UCaaS and CCaaS platforms find these changes in revenue and customer experience? To find that answer, let’s take a look at the top ten advantages of having a single vendor for your cloud communications.
1. A single cloud communications vendor builds consumer trust and loyalty
An integrated cloud communications and contact center solution helps build customer trust and loyalty by increasing employee engagement and productivity. For instance, with integrated systems, supervisors can better support their agents.
With coaching and support tools, they can utilize the following:
- Whisper mode: Supervisors can advise agents during the call, and customers won’t hear the intervention
- Barge-in features: Supervisors can create a three-way call or take over the conversation entirely
Additionally, live call analytics and reporting provide insights that help improve customer interactions. Customer relationship management (CRM) integrations help personalize customer experiences, and call recording increases workforce engagement.
2. Integrating UCaaS and CCaaS platforms improves customer satisfaction
In addition to building trust and loyalty with customers, an integrated cloud communications and contact center solution improves customer satisfaction by providing a seamless and consistent experience across all communication channels. With all channels integrated into a single platform, customers can easily switch between channels without repeating their inquiry or issue, ensuring a more efficient and convenient experience.
This streamlined workflow can reduce wait times and increase issue resolution times, leading to higher customer satisfaction rates. Metrigy found businesses with integrated platforms saw a 56.7% increase in customer satisfaction ratings.
3. A single vendor can enhance employee engagement
An integrated cloud communications and contact center solution can significantly enhance employee engagement by providing a more streamlined and collaborative work environment. With all communication channels – like video conferences, phone calls, and messaging – integrated into a single platform, employees can easily access and manage customer interactions, ensuring a seamless and consistent customer experience.
This streamlined workflow can reduce employee stress and frustration by eliminating the need to switch between multiple platforms or tools. Additionally, an integrated solution promotes cross-functional collaboration, as customer service agents can quickly and easily connect with other experts within the organization for prompt issue resolution.
4. Combined cloud communications and contact center solutions offer better security
A single vendor can offer a more secure environment for customer data and business operations. Cloud providers typically have extensive security measures, including firewalls, intrusion detection, and encryption protocols, which can be difficult for businesses to implement independently.
Moreover, an integrated solution can help reduce security risks by eliminating the need for multiple communication systems and consolidating customer data in a central location, reducing the risk of data breaches or loss.
5. Integrated UCaaS and CCaaS platforms streamline businesses and operations
An integrated cloud communications and contact center solution offers a significant advantage by facilitating seamless communication between customer service and the rest of the organization.
Through a unified directory and messaging application, customer service agents can quickly seek assistance from experts in other departments. This solution also ensures that customer calls are never lost through call transfer controls, while automated dashboard alerts keep agents up-to-date with important information.
6. A single cloud communications vendor delivers more value and stronger ROI
Having a single vendor for your cloud communications and contact center solutions delivers more value and a more robust return on investment (ROI). With a unified platform, you can save time and money on maintenance and reduce the need for IT staff.
A single vendor also provides you with a better negotiating position, which can result in lower costs, and real-time analytics on agents, customers, and operations enable you to make informed business decisions. Metrigy found that companies with integrated platforms saw a 23.4% reduction in monthly per-agent spending on licenses and a 19.7% decrease in operational costs.
7. Merging UCaaS and CCaaS increases productivity
Merged cloud communications and contact center solutions can significantly increase productivity by simplifying and automating communication processes, reducing the time and effort required for agents to manage multiple channels. With a centralized platform, agents can easily access and manage all communication channels in one place, reducing the need to switch between various systems or applications.
Additionally, an integrated solution can offer automation and AI-powered features, such as chatbots and automated responses, that can further increase productivity. These tools can handle routine inquiries and issues, allowing agents to focus on more complex and high-value interactions.
8. A unified cloud communications solution improves scalability
A single vendor for cloud communications and contact center solutions allows you to scale up or down as needed. With a unified platform, you can easily add or remove users, features, and applications, depending on your business needs.
Moreover, a single vendor allows you to scale your contact center system intelligently and optimize resources based on demand. Enhanced scalability promotes business agility, allowing companies to respond quickly to changing market demands and maintain a competitive edge.
9. Combined cloud communications and contact center solutions provides an authentic omnichannel experience
A true omnichannel experience means letting customers contact businesses on their preferred channels, which has become increasingly important due to the COVID-19 pandemic. An integrated cloud communications and contact center solution simplifies this task by allowing businesses to meet their customers on their channel of choice.
This cloud-based contact center provides access to various communication channels – such as phone calls, messaging, video calls, social media, and more – giving customers the flexibility to interact with businesses how they want. Agents can handle multiple customer interactions simultaneously. Moreover, incorporating intelligent service bots as part of your omnichannel approach enables your business to serve customers round-the-clock.
10. Using a single vendor means providing better support
Unified cloud solutions provide better support because they offer real-time access to customer data, analytics, and performance metrics, allowing for quick identification and resolution of customer issues.
Additionally, these solutions include various features and capabilities that can help businesses more effectively manage customer inquiries and issues. With a centralized platform, agents can easily access and manage all communication channels, ensuring customers are promptly connected with the right agent or team member.
Innovative Cloud Solutions with Verticall Networks
When it comes to cloud solutions, too many options are available – juggling multiple vendors results in headaches and frustrations. Sometimes, it seems impossible to sort through countless choices to find the best solutions and technologies that fit your business needs.
Verticall Networks understands how daunting it can feel to find the right vendors for your team. That’s why we’ve spent more than 18 years building relationships with hundreds of carriers to offer tailored solutions for your needs. We regularly evaluate vendors’ performance and price for unified communications, carrier services, data centers, cloud platforms, and business continuity solutions.
With a single point of contact for all client telecom and cloud needs, you can start experiencing the advantages of having a single vendor and integrated cloud-based communications. By leveraging our experience, you can focus solely on business, saving time and increasing your revenue and productivity.
If you need market intelligence, solutions design, cost analysis, or ongoing account management, call us today at 215-348-8664.