Communications technology is a priority at any enterprise, but often determining whether to focus on internal communications or the customer’s experience is a challenge. Collaborative tools for employees can allow for innovation and productivity improvements, but it’s also critical to present a consistent message to customers. Many enterprises are using a strategy that combines Unified Communications as a Service (UCaaS) with Communications Platform as a Service (CPaaS).
What’s the difference between UCaaS and CPaaS? Overall, UCaaS is the launching of a new communications solution to be used internally for employees, while CPaaS allows the enterprise to create their own communications platform, often employing customer-facing features like the ability to pay an invoice over the phone.
Many companies begin with UCaaS. It sounds appealing to offer customers the best features, but enterprises often find it beneficial to first implement UCaaS. The collaborative tools available through a UCaaS solution make it possible to offer the best service to the customer. The enterprise then determines which types of CPaaS features they would like to include as part of their customized communications solution.
The popularity of UCaaS has exploded in recent years, with options for voice, video and shared workspaces empowering teams to save costs on travel and all but eliminate geography as a hiring consideration. When CPaaS is added to the mix, the result is an even greater ability to serve the customer and foster growth for the enterprise.
Through CPaaS, the enterprise decides what features they’d like to prioritize, giving customers access to calendars or directories, launching chatbots for routine inquiries and using machine learning to anticipate customers’ needs or questions. All of these features are designed to create a stronger customer experience.
The magic happens through an application program interface (API): APIs are nothing new, but the speed at which an enterprise can introduce a new communications feature is new. CPaaS uses APIs to quickly integrate features into the existing communications solution. There’s no additional investment in hardware or infrastructure.
Determine what issues need to be solved, and take it from there. It’s important for the enterprise to know exactly which issue they want to solve with UCaaS and CPaaS, and then finding the solution that supports the execution of that goal. If it’s enhancing the digital experience with customers, there might be a different solution identified than in an enterprise that prioritizes streamlining employee interactions.
Looking for a customized phone system without the need to hire a developer every time you’d like to add a new feature? Contact us at VoIP Innovations to learn more about the high-quality, cost-efficient solutions available with UCaaS and CPaaS.