What’s the Difference Between UCaaS vs. CCaaS? An In-Depth Look

Businesses are quickly shifting from on-premise communication models to cloud-based ones designed to provide different types of solutions for business communication.

Cloud-based communication systems present various “as a Service” models, including the popular UCaaS and CCaaS. 

These cloud-based services, UCaaS, CCaaS, and CPaaS, share similar attributes but differ in service purpose and functionalities. As they become popular in modern enterprises, people often get confused when choosing between them.

This blog will provide in-depth information on UCaaS and CCaaS cloud communication services,  UCaaS vs CCaaS and similarities, and how to choose between them. 

What is UCaaS?

UCaaS stands as Unified Communications as a Service. As the name suggests, it unifies multiple communication services into a central platform. Service providers are responsible for streamlining communications and combining various communication channels and features into one single cloud-calling platform. Voice, conferencing, SMS, and chat applications are general areas focused on by UCaaS vendors and can be used through the same interface.

This unified communication system lets your teams switch between multiple channels or platforms to communicate easily. It eliminates the need to use multiple platforms and interfaces for various purposes, making it seamless and time-saving to achieve multiple communication tasks with unified communication.

UCaaS is hosted on cloud servers, and users need an active internet service or connection to use this service while eliminating the need to purchase hardware devices and infrastructure. 

It facilitates a better customer experience for users and teams via different communication channels, such as instant messages and audio or video calls. Employees and Agents can also access various enterprise tools and data without switching between applications to provide customer services.

For instance, your business is currently using multiple communication tools. UCaaS combines these current communication tools into a single platform. All communications can be performed from a single interface or platform, whether it is messaging teammates, calling customers for follow-ups, or attending virtual meetups with investors. 

What is CCaas?

CCaaS stands as Contact Center as a Service. As the name suggests, it provides a contact center service to businesses that require a cloud contact center to connect with customers through multiple channels. It is also a cloud-based technology that allows users to set up a contact center for their business requirements.

CCaaS solution is an upgrade to the call center version that allows you to communicate with customers via phone, SMS, or chat in multiple channels from a single interface and platform.

Similar to the virtual call center, customer support representatives or agents can use the interface to make or receive more than just a call. They are served with additional contact channels like text messages, web chats, emails, and social media.

Some of the features of CCaaS are:

• Automated Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Advanced analytics and reporting
• Call recording and call queuing 
• Live monitoring and agent coaching
• Inbound and outbound calling

UCaaS VS CCaaS: Key Differences 

Although UCaaS and CCaaS platforms seem similar as a service, they have distinctive roles when it comes to the usage of communications. They offer a range of services and advanced business communication capabilities that can be utilized for various business areas depending on the needs and purpose of the type of business.

The major differences between UCaaS and CCaaS are:

UCaaS provides communication tools for internal business communications, such as phone, messaging, and video conferencing, for Agents, teams, and employees.

CCaaS focuses on external communication, enhancing customer interactions through various communication channels for connecting with customers via email, social media, live chat, audio calls, and SMS.

Here in the table below, you can see other differences:

Similarities Between UCaaS and CCaaS

UCaaS solution and CCaaS software are both cloud-based platforms. Some of the other similarities between them are:

• Cloud-based tech: UCaaS and CCaaS are delivered via cloud technology, eliminating the need for on-premise hardware and infrastructure, which offers better scalability.
• Similar as-a-service application deployment models
• Both can be used for external communication.
• Both have Integration capabilities with other platforms, CRM systems, and productivity apps.
• Scalability to go up and down as per user’s requirement
• Desktop and mobile apps for call control and communication

What does your business need UCaaS or CCaaS?

Deciding whether you need UCaaS or CCaaS is challenging, and Several factors come into play. Both share similar qualities, such as communication qualities, service, and features.

Let’s take a closer look at the table below to understand better when choosing two services:

Contact Center as a Service (CCaaS) and Unified Communication as a service (UCaaS) solutions greatly enhance customer engagement and team and customer communication satisfaction. 

These services simplify and automate business operations and flow with advanced communication features, simultaneously making customer services and agent’s performance more productive and efficient.

Dialaxy’s cloud-based communication solution can be the best choice for your business and its external and internal communication systems. With it, your teams, employees, and customer service agents can deliver smooth omnichannel communication, enhancing customer service journeys and boosting team collaborations effectively.

Try our 7-day free trial to experience the dedicated business cloud communication solution. Optimize your internal and external communications for customer support service with seamless team collaboration and enhanced customer experience.

FAQs

What do UCaaS and CCaaS stand for?

Here below is what each stands for:

UCaaS: Unified Communications as a Service (integrates communication tools for internal collaboration). Examples of UCaaS are Microsoft Teams and Zoom

CCaaS: Contact Center as a Service (focuses on improving customer interactions). Examples of CCaaS are Dialaxy and Talkdesk.

Difference between CCaaS and CPaaS

The difference between CCaaS and CPaaS are:

• CCaaS: Pre-built software with communication features, billed monthly per user, offering a complete customer contact solution.
• CPaaS: Building blocks (APIs) to add communication features to your applications, pay-as-you-go model and offers more customization but requires development effort.

What are the benefits of UCaaS and CCaaS?

The benefits of UCaaS are as follows:

• Cost-effective technology
• Enhanced mobility
• Scalability
• Improved customer experience
• Robust security

Benefits of CCaaS are:

• Flexible
• Omnichannel support
• Saves costs on hardware and software
• Real-time analytics and reporting
• Enhanced agent productivity