As more enterprises embrace employees’ desire to work remotely, the availability of cloud technologies to support these activities increasingly grows. From unified communications as a service (UCaaS) to communications platform as a service (CPaaS) and contact center as a service (CCaaS), the combination of using these technologies together equips enterprises for superior communications.
Recent events have created an unprecedented exodus to the home office, with many employees learning that their jobs were possibly more remote-friendly than previously thought. A significant increase in conferencing and video meetings with coworkers, business partners, and clients is changing how business processes move forward.
Some enterprises are finding that it works best to combine cloud technologies in UCaaS, CPaaS, and CCaaS to work with a single provider and bring all the tools together. They’re also choosing to turn on all the capabilities in a particular tool; or if an enterprise is using UC on-site, they’re looking at how the additional collaboration and mobility options of a cloud overlay improve their communications strategy and productivity.
Businesses are also embracing full flexibility in how they receive inquiries, utilizing voice, SMS, social media, video chats, and personal digital assistants. This is all in response to the preference of the client or customer. Cloud technologies enable a broad range of tools through the different solutions available:
CCaaS: Enterprises use the technology to scale operations and meet rising customer expectations to be able to contact the enterprise in the time, format, and place they want.
UCaaS: This solution provides support and flexibility for the workforce, without consideration for location, and with options for messaging, collaboration, and mobility.
CPaaS: Real-time communications expand the capabilities of a wide range of technologies through the use of application programming interfaces (APIs).
The combination of these technologies removes all the friction in enterprise communications. While this has always been a central goal of communication strategies, it’s becoming more important as the customer experience is increasingly elevated. Customers know that if they are dealing with a brand that seems indifferent to their communication timeline or format preference, there’s another brand that is ready to provide the experience they want.
UCaaS provides important business continuity functions so that remote workers equipping a contact center have the failover capabilities they need. Enterprises also value the ability to integrate all communications workflows using APIs through CPaaS. Even better, some providers are seeing the benefits of combined cloud technologies for communication and are offering CCaaS, CPaaS, and UCaaS in a bundling option.
These providers are also offering two-factor authentication, call tracking, dispatch notifications, and appointment reminders. Having a single platform that can integrate all of these functions speeds decision-making, improves productivity, and reduces costs.If you’re interested in equipping your enterprise with communications cloud technologies, contact us at AMD Communications. Whether you’re equipping a remote staff or ensuring flexible communications for customer preferences, we can help you choose the right solutions.