Comparing Two Completely Different Cloud Based Voice Solutions For Contact Centers...UCaaS vs CCaaS (VIDEO)

Mike Dance from Brookside helps try to reduce the confusion associated with today's contact center and cloud based unified communications (UCaaS) and contact center as a service (CCaaS) since they are really two different cloud based voice solutions.

To take advantage of FREE assistance to engineer and design a UCaaS solution for your organization’s network requirements simply click on this link and ask.

Unified Communications (UCaaS) Design And Sourcing Support

Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. Simply tell us what you need accomplished at the link below and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE.

Custom Contact Center (CCaaS) Design And Sourcing 

UCaaS VS. CCaaS .... What Is The Difference? (VIDEO)

 This video helps try to reduce the confusion associated with today's contact center and cloud based unified communications (UCaaS) and contact center as a service (CCaaS) since they are really two different cloud based voice solutions.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be.

Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

How YOUR Business Can Digitally Transform With Certainty

 Masergy understands that you need to compete in the digital age, driving transformation initiatives that increase collaboration, improve productivity, and reduce cost. Masergy UCaaS can help you achieve those digital ambitions and transform with certainty. As a concept, Masergy is a large strategic vision; they offer versatile hybrid solutions as it relates to voice along with SD-WAN strategies that bring security right to the customer’s edge. Over the last three years, Masergy has become much more agnostic as it relates to various forms of access.

Masergy is well known for being a global company:

MASERGY AND MICROSOFT TEAMS

With over seventy-five million daily users, Microsoft Teams enables employees to effectively communicate from any location via text chat, voice call, or video conference. While you can replace your company’s existing private branch exchange (PBX) telephone system, you cannot use Microsoft Teams without an additional PSTN service. This is where Masergy steps in, providing voice services in twenty-five countries with superior call quality, all while reducing management across disparate vendors. Below you can view a snapshot of what the Microsoft Teams landscape looks like:

Masergy has two options when it comes to Microsoft Teams Integration. The first option is MS Teams PBX plus Direct Route. This is their bring your carrier option, and they do not charge on a per-user basis for this direct route option.

Their second option is Masergy Hosted plus Integration. This is for those who want to keep their collaboration and telephony budget separate. The advantage of this option is that you get a consistent user experience.

Lastly, Masergy is also able to provide Hybrid Services Designs.

To learn more about Masergy, simply visit Masergy And More and ask.

UCaaS vs PBX ... On The Road To Digital Transformation

 

UCaaS or unified communications as a service is a cloud-based technology that allows organizations to converge all the ways that its users communicate into a single platform. The single platform includes voice, video, chat, text, email, and screen sharing. UCaaS most commonly replaces an organization's on-premise PBX. It includes a mobile application or softphone to communicate without a desk phone and integrate with critical business applications such as email and CRMs.   

Besides network services, UCaaS is the most popular service organizations must incorporate into their digital transformation strategy.  The biggest reason being that a business’s ability to communicate with its users and customers 24/7 and 365 days a year has never been more critical. Hampering their digital transformation effort is the unfortunate fact that many businesses are still hanging on to traditional on-prem PBX’s that are in dire need of replacement. This is where UCaaS comes in as the critical step toward true digital transformation across any enterprise.

Furthermore, the importance of UCaaS in business settings has been elevated in light of the impact of COVID-19 and the heightened emphasis on remote work capabilities. All of which have become a more important aspect of current and future corporate Industry4.0 strategies.

To learn more about all the options available to you for meeting your organization’s Unified Communications needs ....plus comparison of dozens of best-in-class UCaaS providers....simply ask at the following link (FREE). It’s as easy as 1, 2, 3.

UCaaS Strategies And Resources

Why You Should Be Speaking With Broadvoice For Your UCaaS AND CCaaS Needs

 Below you can see an overview of the Broadvoice territory map, which shows their coverage nationally.

Broadvoice is a Cloud PBX provider, and they also have a Contact Center add-on. Something a lot of people don’t know is that they also offer SIP Trunking. At the beginning of January, they took on a big task of revamping the architecture of their back-end platform. As of June 2020, they have completely moved their architecture to be a shared cluster, it is a proprietary platform, and it is geo-redundant. Instead of having a single architecture or a single cluster in a couple of different Data Centers, they have spread it out nationwide. This makes it so that if there are any issues in a specific cluster, it’ll only affect that specific pod instead of the entire network.

When it comes to Cloud PBX, they have two different seat models. This includes their traditional seat model, which is a one-to-one call path ratio. For other industries such as schools, counties, or manufacturing that have a lot of phones, they have their call path model.

Broadvoice has made its platform a standard on all seats; they provide their Broadvoice communicator software client which is their softphone application. It’s feature highlights include:

• Desktop Calling
• Chat & Group Chat
• Text Messaging
• User Presence
• Video Presence
• Video Calling
• Screen Sharing

There have been some exciting changes this year, including some new integrations. The first new integration is Microsoft Teams.

Lastly, Broadvoice has also released its integration with Salesforce.

To learn more about Broadvoice and take advantage of a comparison of 100s of other UCaaS and CCaaS solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

8×8 AND ARYAKA TOGETHER

 

WHY 8×8 AND ARYAKA?

Many people might be wondering why Aryaka and 8×8 have decided to partner together and why it works.

Two Acknowledged Leaders

• 8×8 Gartner UCaaS MQ Leader for 8 years
• Aryaka Gartner WAN Edge Infrastructure MQ Visionary and Customer Choice Awardee

Better User Experience and Performance

• Customers are increasingly reliant on UCaaS to drive enterprise efficiency and meet customer demands
• Underlaying WAN infrastructure must meet the demands of a flexible and dynamic enterprise while maintaining security and reliability

The combined technologies from two leaders in this space will provide enterprises with a fully optimized and comprehensive, best-in-class solution. This partnership delivers optimized access to 8×8’s regional UCaaS Points of Presence (PoPs) by leveraging the Aryaka backbone, eliminating packet loss, latency, and jitter that can occur with the public internet. It will improve user experience, support modern workstyles, video, and voice in the cloud. In addition, the MyAryaka cloud portal offers a real-time view of traffic management that includes monitoring and reporting on 8×8 performance. Ultimately, the joint offer delivers the flexibility, scalability, security, and ‘hands-off’ operation required by IT staff in a world where the one constant is change.

ARYAKA SMARTSERVICES

Aryaka provides an all-in-one SD-WAN, private backbone, and managed service solution, making procurement easier for customers interested in that model. Their SD-WAN includes WAN optimization to boost application performance, especially over long distances.

Last Mile Services are embedded in their Smartservices platform as well; they help mitigate last-mile internet issues.

8×8 PLATFORM

8×8 is the most reliable, most integrated path to the cloud. When you think of Unified Communications, you may be thinking about the basics of telephony, but with 8×8, it’s so much more. It is the intersection of employees and customer and the intersection of sales and service. It is the way work gets done in today’s world.

8×8 has created one platform, which allows you to mix and match licenses to your needs. This is the real strength of 8×8’s CPaaS and what they have been developing for years. It is a unique end-to-end system which they own and manage; it includes seamless integration to all the communications any organization might need, including voice, chat, video, and contact center. This platform is all in the cloud, so you’re not limited like on-prem systems, and you can roll out this flexible model to employees across the globe, wherever they are.

Together, 8×8 and Aryaka deliver:

• Superior voice, video and web conferencing quality with reduced jitter, latency and packet loss
• Maximize uptime of Virtual Office and Virtual Contact Centre due to guaranteed bandwidth from Aryaka’s service prioritization, traffic shaping, and bandwidth reservation algorithms
• Enterprise-grade access to 8×8’s services, through the Aryaka private network, minimizing service interruption and dropped calls
• Increased and assured QoS for all locations including even for those with poor-quality Internet links

To learn more about 8X8 and Aryaka and take advantage of a comparison of 100s of other UCaaS and WAN edge vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

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.