If your phone system contract is up for renewal, it’s likely a good time for you to consider a migration to cloud communications. There are a lot of technologies through voice over internet protocol (VoIP) that make accessing calls over the internet an affordable alternative to traditional, landline options. Two of the considerations you’ll want to include in your exploration are unified communications as a service (UCaaS) and communications platform as a service (CPaaS).
If you’re thinking these sound like they could be the same thing, you’re not alone. UCaaS and CPaaS do look pretty similar from the outside. They are both cloud technologies delivered through VoIP, and they can both be customized to meet the needs of your business. They are also similar in their ability to significantly reduce infrastructure costs, and they enable communication across any network boundary, but they are delivered differently as a service:
UCaaS delivers communications features in a way that mimics a traditional on-premises solution, with all applications and functions contained within the platform.
CPaaS is more of a build-your-own solution, with open application programming interfaces (APIs) that make it possible to embed communications tools right into existing applications, such as a customer relationship management application.
Services available for UCaaS include collaborative tools, videoconferencing, and enterprise messaging, as well as any feature traditionally available through an on-premises solution. Employees are able to access a variety of communication formats and tools through a single application, and as long as they have a valid login, they can utilize them from any location with a connection.
All of these services are available through CPaaS, but they are delivered through an API to equip applications with voice, video, and messaging through separate services. CPaaS is more customizable for enterprises that want specific features integrated into existing systems.
UCaaS and CPaaS: Better Together? In some cases, UCaaS and CPaaS are being combined, with UCaaS solutions incorporating elements of CPaaS to make the system more customizable. It’s an attractive option for enterprises that want UCaaS, but they also want customization, all through a single provider.
Because of the customizability of CPaaS with APIs, they are able to provide a more seamless experience with external communications. Combining the capabilities of UCaaS and CPaaS allows enterprises to add customized click-to-call features, for instance, to their existing applications with the full range of UCaaS tools.
If you’re contemplating a communications change in your contact center, contact us at VoIP Innovations. We can help you tease out the differences between UCaaS and CPaaS and deliver the solution — or combination of solutions — that best serves your needs.