How partners can deliver value with UCaaS and CCaaS combined

The recent UC Today Partner Summit 2022 covered many current hot topics, one of which is the blending of Unified Communications as a Service (UCaaS) and Contact Centres as a Service (CCaaS), enabled by the evolution of the cloud. However, while the theory sounds great, turning the potential into tangible revenue is another matter. 

During a panel discussion hosted by UC Today’s Rob Scott, our Chief Product Officer, Martin Classen, provided some practical advice for partners to maximise the opportunity.  

SOHO/SMEs 

While dedicated contact centre solutions integrated into back-office functions are still needed for larger enterprises, the vast SOHO/SME segment has different needs. Those customers have some kind of customer service or contact centre requirement. That means bringing them a fully converged UCaaS and CCaaS solution, representing a huge opportunity for partners.    

Mobility matters 

Call centre agents are more on the move. So, solutions with contact centre functionality embedded into mobile phones are needed. This is something Enreach is already doing, especially in the Nordics. Mobility in all aspects of business, including customer service, has grown exponentially in the past couple of years and will continue to do so.  

Contact channel integration 

Support for different channels must be addressed and converged, such as mail chat, voice, and more. A customer could want to communicate with a company using several contact channels. So, it is essential to have a unified communications stream across them and switch between them according to the use case. For instance, the first contact could be with a chatbot, then turned into a voice call (or even video) if and when necessary.  

Identify how to add value 

Successful cloud contact centre selling requires understanding customer needs, such as the number of agents, the channels that customers use, and the nature of the business. Also, vertical market targeting is another way to add value. Similarly, helping businesses to improve the customer experience adds tangible value, such as using data and artificial intelligence and storing voice transcripts in the CRM system. 

Frequently Asked Questions

Who are the partners in delivering UCaaS and CCaaS services?

A1: Our partners are a diverse group of businesses who join us in our goal to revolutionize telecommunications. They play a vital role in deploying our sophisticated UCaaS and CCaaS solutions to clients worldwide.

How does Enreach deliver value through UCaaS and CCaaS?

At Enreach, we integrate UCaaS and CCaaS to create a combined solution that offers a seamless communication experience. This helps businesses improve their customer interactions, increase team collaboration, and ultimately drive growth.

What is UCaaS (Unified Communications as a Service)?

UCaaS is a cloud-based platform that integrates various communication tools such as voice, video conferencing, instant messaging, and email. It allows teams to collaborate more effectively and enhances workplace productivity.

Can you explain CCaaS (Contact Center as a Service)?

CCaaS is a cloud-based customer service solution. It enables businesses to manage customer interactions across various channels like voice, email, and social media from a single interface, providing a unified customer experience.

How is UCaaS and CCaaS combined in Enreach's solution?

Enreach combines UCaaS and CCaaS to provide a comprehensive communication solution. This integration allows businesses to manage all their communication, both internal and customer-facing, from a single platform, thereby streamlining processes and improving efficiency.

How does integrating different channels increase customer satisfaction in a call center?

An integrated, or multichannel, approach enables call centers to provide a seamless customer experience across various touchpoints. Be it via voice (VoIP), email, or social media, customers can interact with the business in a way that suits them best. This omnichannel approach not only improves customer interaction but also contributes to higher customer satisfaction and loyalty.

Can you explain the role of Salesforce in customer relationship management within call centers?

Salesforce is a powerful CRM (Customer Relationship Management) tool that call centers often utilize. It allows businesses to automate many processes and provides a single platform to manage customer data. This enables a streamlined customer journey, leading to more satisfactory customer interactions and increased ROI.

How does implementing on-premises contact center solutions compare to cloud-based solutions in terms of customer data management?

On-premises solutions allow businesses to have complete control over their customer data management. However, cloud-based solutions like those offered by Enreach, Salesforce, and Genesys provide more flexibility and scalability. They also offer advanced features like multi-channel communication and automation, which can significantly enhance customer care and satisfaction.