Unified Communications as a Service (UCaaS) provides a seamless, low-cost, cloud-based way to unify multiple communication channels and collaboration, including telephony, instant messaging, video conferencing, social media, and presence. Such unification can help you transform your communications infrastructure and deliver enhanced experiences to both employees and customers.
Many UCaaS providers have emerged in recent years, offering solutions with different capabilities. But which capabilities are must-haves for your UCaaS infrastructure? Let’s take a look.
1. Unified, User-Friendly Interface
If enterprise users have to juggle multiple apps or switch between different channels, it can cause a lot of confusion and adversely affect their productivity. It can also cause delays when they need to share data, collaborate on projects, or answer customers’ queries. A unified interface unites all communications channels, so employees can use their time productively instead of switching between programs or looking for information.
So, make sure to select a solution that offers a unified interface. Also confirm that it supports both mobile and desktop users, is easy to navigate, and provides all the tools required for users to easily communicate and collaborate with each other.
2. Support for Hybrid and Remote Teams
While UCaaS delivers benefits to all teams, it is especially useful for remote and hybrid teams. But for this, it must provide headset and webcam support and allow out-of-office employees to use the communication and collaboration tools they need from anywhere.
Remote users should also be able to join meetings; access files and insights; and keep up with conversations – all from any location and device. The solution should also include security features like data encryption; meeting recording controls; access roles and permissions; and threat management controls to safeguard sensitive information.
3. Team Collaboration Features
Your UCaaS solution should streamline both communication and collaboration workflows that enable users to collaborate easily, no matter where they are. It should include built-in collaboration tools that eliminate information siloes and allow file sharing and storage. The tools should also enable teams to share ideas; work on projects; connect with colleagues through preferred channels; access video and audio recordings; and screen share with teammates – easily and in real-time.
4. Analytics
A UCaaS solution with built-in analytics capabilities and visual dashboards will help you unlock useful insights. You can measure and monitor activities across all communication and collaboration channels across all employees. You will get call detail records (CDR), user interaction data, interaction volumes, call performance, and customer engagement that will show how well the solution is working and where there could be room for improvement.
5. Contact Center and Third-Party App Integration
Contact center integration in UCaaS enables agents to spend less time on administrative tasks and more time engaging with customers and resolving their issues. In addition, they can access comprehensive, up-to-date customer info and use it to deliver more personalized experiences on each customer’s preferred channel. Over time, these integrations can improve your key metrics, such as first call resolution (FCR), turnaround time (TAT), and customer satisfaction (CSAT).
Your UCaaS platform should also integrate with the third-party apps in your organization, such as CRMs, project management tools, and workflow solutions. Such an extensible platform can improve workflows, streamline business processes, and deliver higher ROI.
Which UCaaS Providers Offer These Capabilities (& More)?
Competent UCaaS providers deliver solutions with all the above capabilities. However, the best UCaaS providers also offer advanced capabilities like low-code APIs, intelligent SIPs, and AI-driven data insights, chatbots, and smart assistants.
So, how do the Big 3 of UCaaS — Microsoft Teams, Cisco Webex, and Zoom — stack up when it comes to these capabilities? See a comprehensive comparison in this FREE guide. Download now.
