Technology

Unified Communications

Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) allows your agency to set up new contact centers or enhance existing contact center operations more swiftly and adeptly. Both are cloud-based communication and collaboration solutions that bridge multiple channels, across multiple systems and devices. These services can be implemented as stand-alone packages but are often bundled together for optimization purposes.

UCaaS combines Voice over Internet Protocol (VoIP), video and web conferencing, text messaging, fax, business email, and other communication tools on a single integrated cloud platform. CCaaS incorporates call routing, call recording, AI-powered voice analytics, customer experience tracking, and integrates existing contact center tools. Many agencies adopt these services as a means to bring together work-at-home teams more easily, improve telecom and IT efficiency, and gain productivity improvements.

Cost savings is a key benefit of these systems because your agency no longer has to invest in stand-alone software systems, ongoing maintenance, and costly hardware installations. Another financial benefit is tied to streamlined information. Contact centers produce a lot of data, but it is often challenging and labor-intensive to summarize the information in a meaningful way. Unified communication and collaboration solutions help your agency access all cloud-based data in one place and make informed decisions using analytics tools.

Tactical Deliverable Examples:

  • Best Practices Playbook
  • Telecommunications Migration Plan
  • Cost-Benefit Analysis for UCaaS Adoption
  • Quality Assurance Program