What is UCaaS? UCaaS is a cloud-based messaging platform that supports a unified communication. Unlike the standard platform as services, with UCaaS, unifying communications solutions can be made accessible from the cloud to companies even from SMM to an enterprise in a matter of minutes. It is a common notion that a company’s success can be attributed to its IT infrastructure and the kind of communication it has with other companies. If any of these is poor, the business would face a considerable loss.
For such enterprises, having a strong and robust set of unified communication tools at their disposal is of great importance. However, the system must also be provided with features that will make it easy for businesses to migrate from the on-premise business solutions to the cloud-hosted systems. The system should also allow for simple upgrades to take place with minimal downtime and this too becomes possible with a robust set of UCaaS tools and offerings.
The foremost aspect of any business that needs to be considered is call center integration. Call center integrations can provide a number of benefits to an organization. These benefits include lead management, business process modeling, automatic call distribution and response, in-depth reporting and more. Call center automation is of great help in streamlining processes, eliminating redundancies, speeding up operations, consolidating data and saving costs. However, without a well-integrated system in place, all these benefits would be completely missing.
The next most important facet that needs to be looked into is scalability. With UCaaS alone, you would need to have an extremely large infrastructure and a high number of call centers. On top of that, you would have to manage remote teams and distributed teams and even UATs (user acquisition strategies) separately. The lack of scalability hampers the growth potential of this industry. Therefore, it becomes necessary to find an easy way of integrating the entire system and bring all parts of the industry under one platform and provide seamless connectivity to all existing users and generate more business.
The third most important aspect is ease of deployment and integration. Easy deployment ensures easy integration with existing business tools and eliminates the manual configurations of third party systems. This makes the system easily adoptable by the end-users and reduces time required for training. Another advantage of easy deployment is that it supports multiple platforms and allows integration with legacy systems while providing excellent customer experience. In fact, customers can expect the same level of performance from the integration as they would get from the higher-end UCAAs.
While considering the overall picture, it’s important to note that there are some growing pains associated with UCaaS. It is reported that most businesses are still adapting to the new system and facing the challenge of integrating it with legacy systems and the older Cisco networking products. However, with the rapid growth and adoption rate, these issues are slowly being overcome. Further, the integration process requires a lot of patience. It is estimated that up to 50 % of the total network services and call center agents need customization at least once before they start working effectively. In addition to that, many companies face challenges related to the compatibility of their new systems with their present Cisco equipment.
