Difference between CCaaS and UCaaS
Although related to telephony, both CCaaS and UCaaS have different identities and technologies.
UCaaS stands for Unified Communications as a Service. Essentially this means that all your communications are brought together into one cloud-based service platform.
It follows the trend for call centers to integrate omnichannel support, as customers turn to alternative forms of communication. In a UCaaS setup, voice calling, video conferencing, email, instant messaging, and social media all sit side by side in one piece of software.
This certainly changes the nature of a customer service agent’s role, as they help customers across an increasingly diverse range of channels. But it enables you to adapt based on individuals’ preferred means of communication, and potentially allows for a deeper connection between the sales and marketing strands of your business and the customer service team.
In a nutshell, UCaaS can be considered the bigger platform that makes CCaaS possible. CCaaS is the focused business offering that helps businesses run their contact center operations for customer support smoothly.