As cloud software adoption continues to accelerate, integration is quickly becoming the name of the game. Combining UCaaS and CCaaS solutions into a single platform is the ultimate way to boost efficiency and productivity, reduce costs, and even improve customer experiences. The question is, which UCaaS CCaaS features and functionalities should you be looking for in your system?

While countless vendors now offer combined UCaaS/CCaaS platforms, not every solution offers the same experience. Getting the best “return on investment” from your new ecosystem means thinking carefully about not just what your team members need right now – but what will help them stay one step ahead as technology and workflows continue to transform.

Based on our proprietary research and discussions with tech vendors and business leaders, here are the features you should consider this year.

Crucial UCaaS CCaaS Features for Business Leaders

Bundling UCaaS and CCaaS platforms naturally delivers better results. By aligning the tools you use for internal collaboration and communication with your contact center technology, you unlock better business insights, enhance team alignment, and transform efficiency.

But the key to success is finding a platform that offers the UCaaS CCaaS features that not only serves the needs of your teams now, but allows you to stay agile in the face of changing market dynamics.

UCaaS CCaaS Features for Collaboration

One of the main benefits of combining UCaaS and CCaaS features into one platform, is that it helps to align teams and strengthen collaboration. When customer-facing agents, and employees from various departments (from marketing to sales and product development) can connect through the same platform, innovation, creativity, and productivity thrives.

A combined UCaaS/CCaaS solution should feature all of the key collaboration tools you’d expect from a standard Unified Communication as a Service platform, such as:

  • Unified messaging: Instant messaging, group threads, voicemail, email, and even SMS, all connected in the same ecosystem.
  • Collaboration tools: Screen sharing, file sharing, virtual whiteboards, and solutions for project management, task assignment, and even room or desk booking.
  • Calling tools: High-quality voice and video communication tools for group and one-on-one conferencing experiences.
  • Presence information: Tools for tracking the availability of employees wherever they’re located.

Advanced UCaaS CCaaS features focused on collaboration can also introduce solutions for automation (like approval and scheduling tools), and AI-powered systems that help to bridge the gaps between teams. For instance, Copilot in Microsoft Teams can summarize and transcribe meetings, help companies assign tasks to different staff members, and even translate conversations.

Critical Contact Center Features

Where UCaaS systems give companies the tools they need for excellent internal communications, CCaaS solutions focus on enhancing and improving customer interactions. When you’re comparing combined platforms, and assessing the UCaaS/ CCaaS features you need, start by considering your contact center essentials. For instance, you’ll need an IVR system and ACD (Automatic Call Distribution) tools to manage customer interactions.

Enhancing those solutions with AI to enable things like natural-language conversations with IVR menus, and skills-based routing capabilities can drive better productivity and higher customer satisfaction rates. Other contact center critical features to consider include:

  • Omnichannel communication: Today’s customers want to be able to connect with companies on the channel of their choice, without repeating themselves. Ensure your system supports voice, email, chat, social media, SMS, and even video, and allows users to share context and information between channels seamlessly.
  • Call recording and monitoring: For both compliance and training purposes, choose a platform with comprehensive recording solutions. Look for call recording, screen recording, and even transcription or translation features.
  • CRM integrations: Seamless integrations with Customer Relationship Management tools ensure agents can quickly access and update customer information, allowing them to personalize and improve every interaction.
  • Unified desktops: For both agents and supervisors, a unified desktop allowing for the seamless management of all customer interactions reduces the complexity of an omnichannel environment, and accelerates call handling times.

For those in search of more advanced customer-focused features, it’s worth looking at solutions like AI tools with real-time sentiment analysis capabilities, or customer journey mapping systems that help with tracking and analyzing interactions across all touchpoints.

Reporting and Business Management Tools

Embracing combined UCaaS/CCaaS features in a cloud environment is becoming increasingly crucial for companies exploring the benefits of hybrid work. However, companies still need access to valuable tools that help them to make the most out of their available resources.

Business management and reporting tools do more than just offer insights into the ROI of a UCaaS CCaaS integration, they also help boost efficiency and business performance.

Start by looking for a UCaaS/CCaaS platform that either offers built-in workforce management and engagement tools, or supports integrations with external solutions. You’ll need tools for scheduling, forecasting, and intraday workplace management. Looking for solutions that support gamification and employee training initiatives can be helpful too. Next, focus on analytics with:

  • Comprehensive reporting tools: Tools for creating custom reports highlighting everything from call volumes to agent performance and customer satisfaction rates.
  • Predictive analytics: Solutions for forecasting customer behavior, and enabling a proactive approach to customer service and product development.
  • Custom dashboards: Adjustable dashboards highlighting key metrics for agents, supervisors, and business managers across departments.

Make sure your reporting and business management tools can connect and consolidate data across multiple channels. Plus, ensure that you can store and manage that data safely, according to your security and compliance requirements.

Customization and Integration Options

Every business is different. Although most companies will need a lot of the same basic UCaaS CCaaS features from their platform (such as collaboration and contact center tools), it’s worth ensuring your technology can adapt to your needs, and even accommodate new market trends.

Consider your deployment requirements. UCaaS and CCaaS solutions are primarily delivered through the cloud, but you may need a hybrid solution to accommodate legacy tools and systems. You may even need to keep aspects of your ecosystem entirely on-premises.

Next, think about how you can customize the platform experience to suit the needs of each team member. Can you allow staff members to add their own widgets and apps into their platform? Are there options for custom dashboards for individuals who need to track specific metrics?

Are there people in your team who need support for specific disabilities, such as AI-powered tools that can read out screen information or transcribe audio?

Most importantly, prioritize flexible integration options. One-click integrations and open APIs will ensure you can align more of your business tools into a single environment. For instance, you might want to connect your UCaaS / CCaaS features with the features offered by workforce management apps, CRM solutions, accounting, and payroll tools, archiving apps, and more.

Advanced AI and Automation-Based UCaaS / CCaaS Features

Finally, we’ve already mentioned some advanced UCaaS/CCaaS features powered by AI and innovative automation solutions. However, it’s a good idea to upgrade your investment in these areas as intelligent tools become more advanced. Some key features to consider include:

  • Next-level AI: Forget old-fashioned chatbots and rule-driven virtual assistants. Now is the time to experiment with customizable generative AI bots, conversational tools that understand consumer sentiment, and even agentic AI solutions like Microsoft’s Copilot agents. Ensure you can train and fine-tune these tools with your own data, and implement the right guardrails to adhere to AI governance standards.
  • Workflow automation: Simple drag-and-drop workflow automation tools can instantly upgrade team efficiency and productivity. Look for solutions that make it easy to automate repetitive tasks from transcribing calls, to upgrading CRM systems and assigning tasks.
  • Mobility solutions: In the age of hybrid work, mobility solutions that enable users to access the same intuitive tools and features regardless of their chosen device are increasingly crucial. Look for systems that support mobile apps, and next-level fixed mobile convergence capabilities.

Invest in the Right UCaaS CCaaS Features

The convergence of cloud-based platforms, particularly UCaaS and CCaaS systems, is accelerating. Every company wants to reduce costs while boosting productivity and efficiency. When you’re investing in the top UCaaS CCaaS features and platforms, think beyond short-term needs.

Look for unified, flexible, and customizable platforms that provide easy access to AI and automation tools, and streamline user experiences. Be ready to embrace omnichannel solutions and adapt to the changing needs of hybrid and flexible employees.

With a careful consideration of all the features mentioned above, you can ensure you get a better return on your investment from UCaaS and CCaaS integration. Need to know more about the benefits of combining UCaaS and CCaaS? Find our complete guide here.

 

 

 



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