Enterprise teams modernizing their infrastructure will undoubtedly explore communication as a service to upgrade.
Solutions like CCaaS, UCaaS, and CPaaS inherently offer enhanced efficiency, security, and management through their cloud-based systems. So, which of the tools from this acronym soup are suitable for a global, multi-location enterprise?
This article explains each delivery model, identifies key differences, and presents considerations for transforming connectivity for organizations with multiple locations.
Contact Center as a Service (CCaaS) is any cloud-based application that helps businesses communicate and interact with customers via multiple channels.
The CCaaS model represents hundreds of vendors that improve the customer service journey. Call routing and recordings, interactive voice response (IVR), and telecommunications devices for the deaf (TDD) are only a few of the systems included.
According to Gartner, four CCaaS functionalities are core to these market offerings:
Global enterprises should also prioritize additional features that suit customer service workflows across multiple locations and languages.
Unified Communications as a Service (UCaaS) is the cloud delivery model for communication services. UCaaS offers calling, messaging, video conferencing, and more.
UCaaS platforms were previously driven by small business usage, but that has changed since the pandemic. In light of a remote workforce, on-prem and legacy unified communications technologies used by enterprises became defunct.
In addition to their flexibility and scalability, these platforms provide administrative functions, enhanced security, and multilingual support. Such benefits help companies with a global footprint simplify communication and collaboration, no matter where their teams are based.
Communications Platform as a Service (CPaaS) is a cloud offering that integrates communication features into business applications, services, and processes. CPaaS offers APIs and other development tools so IT teams can add SMS, voice, messaging, video, and similar.
Global businesses appreciate CPaaS for its multi-factor authentication, payment, and omnichannel capabilities, which secure and streamline customer interactions regardless of location.
This solution is ideal for enterprises with limited in-house resources and small teams because it offers a nontechnical approach to communication integration.
The difference between CPaaS, UCaaS, and CCaaS platforms lies in their core business functions. They are all useful communication tools, but their utility depends on what an organization needs for successful operations.
|
CPaaS |
UCaaS |
CCaaS |
|
|
Purpose |
Provides building blocks to deploy communication features |
Integrates business communication and collaboration tools |
Manages customer service interactions across all channels |
|
Primary User |
Developers and IT teams |
All employees |
Contact centers and customer service teams |
|
Main Features |
APIs for voice, video, SMS, chat, payments, etc. |
Voice calling, video conferencing, messaging, file sharing |
Ticketing, call routing, IVR, chatbots |
|
Business Outcome |
Faster deployment of business apps and workflows with customized communications |
Barrier-free, company-wide communications |
Better customer experiences, more service agent productivity |
Their similarities can be found in their functional benefits as cloud-based services:
Businesses need multiple solutions, and a UCaaS platform benefits almost every multi-location organization. CCaaS and CPaaS tools are more specialized, but understanding each is important to making an informed decision about your communication needs.
The biggest misconception about UCaaS, CCaaS, and CPaaS is that one can single-handedly address an enterprise’s connectivity needs.
Multi-location enterprises often require functionality from all three due to their different purposes. When this is the case, an experienced global connectivity partner can manage your sourcing, implementation, expense management, contracts, renewals, and more.
Another misconception is that cloud solutions will have performance and accessibility issues in different regions. Reputable managed service providers have robust network infrastructures that deliver consistency in the needed locations.
During the evaluation process, ask about uptime and the distribution of their data centers. The Uptime Institute reported 66 percent of outages cost businesses over $100,000 in 2023. Ensure the service-level agreements for uptime availability meet your expectations.
Many businesses mistakenly think implementation is easy because the provider's cloud solution handles the infrastructure, management, and monitoring—but they benefit from partners that cover implementation for seamless integration.
Most challenges in adapting these solutions stem from integration and adoption issues, such as geographic factors, legacy PSTN setups, hardware needs (like fax machines and phones), and change management, all of which require thorough connectivity planning with expert advice.
Many UCaaS platforms offer a bring-your-own-carrier (BYOC) method that can be central to the adoption decision. This method allows enterprises to maintain usage of their Session Initiation Protocol (SIP) carrier service and its existing contracts if desired. However, doing so has its drawbacks for the enterprise.
Since the enterprise is not using the built-in carrier, its IT team is responsible for integrating, configuring, and troubleshooting these voice gateways. The cost of the internal resources for managing the solution can cancel out the benefits of maintaining the status quo.
Given that 86.4 percent of organizations plan to implement digital platforms and apps over the next five years, it’s safe to say that traditional enterprise communications are no more. Whether you’re looking to deploy UCaaS, CCaaS, CPaaS, or a combination of their features, keep end users in mind.
It’s easy for decision-makers to focus on operational costs over innovation and quality of service. However, enterprise connectivity decisions shape the business's communication experience and essentially become part of the business's identity.
The distinction between CPaaS, UCaaS, and CCaaS relates to their specific uses. CPaaS offers customizable communication integration for app development, UCaaS integrates connectivity tools for employees, and CCaaS manages customer service interactions. Understanding the distinct benefits of CPaaS, UCaaS, and CCaaS is crucial for enhancing business communications.
Partnering with Advantage Communications Group allows businesses to bypass the challenges of managing these technologies by offering comprehensive enterprise connectivity solutions.
Unlike other MSPs, Advantage is a strategic partner with a unique, holistic approach to connectivity lifecycle optimization. This approach reduces costs, complexity, and administrative burdens throughout each phase of the tech journey.
Discover how much time your in-house team will save when one partner handles all your connectivity needs.