CCaaS and UCaaS: Better Together or Separate?

08.02.21 07:30 AM
CCaaS and UCaaS
Both contact center-as-a-service (CCaaS) and unified communications-as-a-service (UCaaS) have risen to prominence in recent years. The pandemic thrust them further into the spotlight, providing avenues that made the rapid switch to a remote teams model easier to manage.   For a contact center, both CCaaS and UCaaS solutions are critical for business operations. However, determining whether it’s best to centralizing them with a single provider or use two separate providers isn’t always easy.   Common convention is that unifying services is typically the ideal approach. However, there can be cases where separating your CCaaS and UCaaS solutions is actually wiser. If you’re wondering which may be best for your company, here’s what you to consider.  

The Benefits of Combining CCaaS and UCaaS

  In many cases, combining a company’s CCaaS and UCaaS solutions under a single provider offers a certain degree of efficiency. Centralization can simplify account management and billing, streamlining the financial side of the equation. Budgeting may be far simpler, and scaling up or down may result in more predictable total cost shifts.   At times, combining CCaaS and UCaaS also shortens the cumulative learning curve. Typically, providers create services that function similarly. As a result, it may be easier to train new staff members on the systems, as there could be some commonalities between tool and feature sets.   Finally, interconnectivity may be inherently part of the package. You may have fewer concerns about compatibility or may be able to capture cross-platform functionality with greater ease.  

The Drawbacks of Combining CCaaS and UCaaS

  Ultimately, combining CCaaS and UCaaS tends to result in greater efficiency. However, that can come at a price.   When you focus on solutions available from a single provider, you may not be getting the best platforms for your needs. While the options may be reasonably robust, it’s possible that one provider can’t offer you the best in each niche area. You may have to forgo features in the name of convenience, something that may not be ideal in all situations.  

The Benefits of Separating CCaaS and UCaaS

  When you’re open to the idea of using separate CCaaS and UCaaS providers, you have the ability to find the ideal platform for your specific needs. You can focus on solutions that offer your preferred feature set, regardless of who offers them.   If you’re navigating unique challenges, this approach may be preferred. You don’t have to sacrifice when it comes to the platform, as you have the ability to explore every potential provider to find the best fit.   Plus, while an innate level of interconnectivity may not be part of the package, many separate platforms can integrate with one another. Additionally, there may be situations where integration isn’t a necessity. If that’s the case, whether interconnectivity is offered is essentially irrelevant.   Ultimately, you aren’t limited to one provider. As a result, it may be easier to capture the best of what is available in the market today.  

The Drawbacks of Separating CCaaS and UCaaS

  The primary drawback to using different providers for CCaaS and UCaaS is the separation itself. While you may be able to integrate certain features, that isn’t universally the case. Additionally, your billing and contracts aren’t centralized, adding a bit of an administrative burden.   Finally, you may have to train the employees on each system. While solutions from different providers might have similarities, there will likely be some key differences, too. As a result, there could be a steeper cumulative learning curve.  

CCaaS and UCaaS – Is Together or Separate Right for You?

  Ultimately, which approach is right for your contact center depends on your needs and preferences. If you want added convenience, a combined approach might be ideal. If you want the best of what each market has to offer, using separate providers may be best.   Consider your needs and priorities first. Then, explore options available through a range of vendors. That way, you can identify the provider (or providers) that offer you more of what you want, and that requires fewer sacrifices you’d prefer not to make.