How To Source The Right UCaaS And CCaaS Solution For Your Business Needs

A major piece critical to the success of Industry 4.0 and digital transformation initiatives of every business is sourcing and selecting the best fit UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) solutions for your enterprise applications. 

2020 Supplier Overview: UCaaS

Back in 2018 and 2019, we used to always talk about integrations (Open APIs) being the key driver.  “Does your phone system talk to your CRM?” This was a question we always encouraged businesses to start with, but today that is shifting more towards video conferencing, team messaging, and contact center functionality.  This seems to be the trend as we look at the chart below. Open APIs, something that was so important a year ago, is now in fourth place. Meanwhile, video conferencing has taken over the UCaaS world.

UCaaS providers are not created equal, so what are some key factors in selecting a UCaaS vendor?

• Video Conferencing Capability
• Teams
• Contact Center Functionality
• APIs (Clouds talking to other Clouds)
• Contact Center Platform Integration
• SMS Capability (Ability to interact with Millennials)
• Physical Path of Traffic (International)
• Overseas Deployment Capability
• International Call Volume
• White-Glove Installation (On-Site vs. Drop-Ship)
• Call Volume/Call Duration
• Built-in CRM
• Term/Commitment

FreedomFire Communications offers free assistance (via our patented tools and significant supplier connections) you can use when selecting a vendor. Don’t use a tool that is a “Choose Your Adventure,” instead take advantage of our free assistance to select the exact criteria that are critical to your business success.

Are you looking to make the shift from prem to cloud? Many vendors are getting creative on the move from prem to cloud; some are offering discounts, credits, and free months. FreedomFire Communications is uniquely positioned to source from a litany of special incentives to migrate pre users. Take a look below to see the changes that have occurred in our UCaaS Portfolio over the past three years.

2020 Supplier Overview: CCaaS

Like UCaaS, the contact center landscape is also changing. Improving adoption of CCaaS can lead to higher customer satisfaction and increased loyalty, increased loyalty leads to repeat business and improved customer advocacy, thereby reducing customer churn. CCaaS can lead to improved agent utilization and efficiency, ultimately driving cost savings. So, what are the greatest benefits of adopting CCaaS?

While the benefits of CCaaS are substancial, the risks of not implementing CCaaS are perilous. Inconsistent customer experiences can lead to higher levels of customer churn; this creates operational inefficiency. The largest potential risk associated with not adopting CCaaS is increased IT budgets driven by high IT infrastructure costs.

So, what are some key factors in selecting a CCaaS vendor?

• Chat Capability (Human and AI)
• Speech Recognition Apps
• IVR Functionality
• Video
• Co-Browsing
• Modular Cost (Ability to add individual elements)
• Physical Path of Traffic (International)
• Overseas Deployment Capability
• Discounts of UCaaS seats
• White-Glove Installation/Implementation
• Workforce Management Plug-ins
• Native SIP Integration
• Outage History

FreedomFire Communications provides free assistance (patented tools and significant industry connections) to help you design and engage with the right provider.

Take a look below to see the changes that have occurred in our CCaaS Portfolio over the past three years.

To learn more about all of your UCaaS and CCaaS options, including free assistance in sourcing and designing the best fit solutions to meet your specific business requirements, simply ask at Unified Communications and Contact Center Solutions.