UCaaS + CCaaS:

Better Together

Better customer experience¹ and employee experience² awaits when companies rely on a single vendor for unified communications as a service and contact center as a service.

¹CX: customer experience

²EX: employee experience

Why do UCaaS and CCaaS matter?

Single vendor or multiple vendors?

Enterprise leaders are increasingly focused on improving their CX and EX because customer-obsessed B2B organizations outdo their less mature counterparts in almost every business metric that matters.

These same organizations have realized the value of UCaaS and CCaaS as accelerators of companywide CX and EX transformation.

Single vendor or multiple vendors?

Why do UCaaS and CCaaS matter?

Given the importance of UCaaS and CCaaS, is it better to get the functionality you need through one vendor or multiple?

According to a recent Forrester survey of more than 500 global directors, VPs, and C-level leaders across multiple industries, 66% of respondents are interested or very interested in a unified UCaaS and CCaaS offering.

Reap the benefits of a unified approach.

When asked what factors are driving their organization toward pursuing UCaaS and CCaaS from a single vendor, respondents cited several different areas:

C-level respondents

Director-level respondents

Employee productivity

47%

33%

Improved end-user support

47%

33%

Relationship with software vendor/more ability to impact the roadmap

44%

28%

Increased customization and programmability requirements

42%

31%

What UCaaS features matter most?

The results of the Forrester survey show that several key solution features were deemed as “important” or “very important” in influencing the purchase of a UCaaS solution:

86%

85%

82%

78%

75%

robust security features (e.g., end-to-end encryption, bring your own key)

compatibility with their organization’s existing collaboration hardware

compatibility with their organization’s CRM/CSM

messaging, audio, and video calling

advanced collaboration tools (e.g., integrated AI, digital assistants)

86%

85%

82%

78%

75%

86% - robust security features (e.g., end-to-end encryption, bring your own key)

85% - compatibility with their organization’s existing collaboration hardware

82% - compatibility with their organization’s CRM/CSM

78% - messaging, audio, and video calling

75% - advanced collaboration tools (e.g., integrated AI, digital assistants)

Taken together, these responses highlight that respondents want a vendor that is committed to supporting hybrid work, thereby positively impacting EX.

What CCaaS features matter most?

The Forrester survey also identified several key solution features that were deemed by respondents as “important” or “very important” in influencing the purchase of a CCaaS solution:

85%

84%

82%

ease of integration with existing communications solutions

compatibility with their organization’s CRM/CSM

multiple digital capabilities and channels

advanced artificial intelligence capabilities

call-centric capabilities (e.g., queueing, routing, interactive voice response (IVR))

85%

84%

82%

85% - ease of integration with existing communications solutions

84% - compatibility with their organization’s CRM/CSM

82% - multiple digital capabilities and channels

82% - advanced artificial intelligence capabilities

82% - call-centric capabilities (e.g., queueing, routing, interactive voice response (IVR))

These responses suggest that a unified approach to seamless, high-quality media experiences across voice, video, and digital channels is integral to improving CX.

Bringing it all together.

Businesses are ready to evaluate new approaches towards their communications and customer support centers—and the majority are interested in a unified UCaaS/CCaaS solution.