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Evolving Communications for Contact Centres.

In the evolving world of business communications, a trend is emerging: the convergence of unified-communications-as-a-service (UCaaS) and contact-centre-as-a-service (CCaaS). This fusion promises to revolutionise customer experience (CX) while reducing costs.

The Power of UCaaS and CCaaS

Effective communication is a cornerstone of business success. But to truly capitalise on your investments, it’s crucial to measure the return on investment (ROI). Businesses typically assess the benefits of communication investments in three ways: Cost Savings, Revenue Increases, and Productivity Gains.

1. Cost Savings

Unifying your communication tools under a single platform like RingCentral streamlines management and reduces operational costs. Legacy or disparate apps become obsolete, leading to financial efficiency.

2. Revenue Increases

Empowering your sales team and expanding your business capacity leads to efficient communication, seamless collaboration, and enhanced customer service. The result? Higher sales, improved customer retention, and better satisfaction ratings.

3. Productivity Gains

Productivity is a key driver of business success. UCaaS and CCaaS solutions streamline processes, shorten project cycles, and reduce the number of apps employees need to access, leading to significant productivity gains.

The Impact of UCaaS and CCaaS on Different Company Sizes

Businesses of all sizes have witnessed productivity improvements with UCaaS, and even more so when combined with CCaaS. Here’s a breakdown:

  • Small Companies (<250 employees): 28.1% productivity gain
  • Midsized Companies (251-2500 employees): 23.0% productivity gain
  • Large Companies (2501-10,000 employees): 34.0% productivity gain

The Added Advantage of CCaaS

Many businesses choose to combine Contact Centre as a Service (CCaaS) for even larger benefits. CCaaS provides a fully-featured call centre service that supports sales, customer service, and technical support teams. Companies that combine UCaaS and CCaaS see, on average, the following results:

  • 42% increase in agent productivity
  • 36% improvement in customer satisfaction ratings
  • 36% increase in annual sales
  • 29% reduction in operational costs

Why Choose RingCentral?

With a market-leading uptime of 99.999% and an nine-year reign as a Gartner Magic Quadrant Leader (2015-2023), RingCentral’s Cloud Communications platform is the global leader. When combined with our unified communications platform, you become an unstoppable force in the world of business.

The Evolution of Customer Experience (CX)

The traditional focus of CX on quality or value has evolved to prioritise every customer interaction. At the core of our integrated UCaaS and CCaaS solution is your customers’ experience. This integration offers not only more reliable and efficient internal and external communication but also consistently delivers superior results compared to using them separately.

Microsoft Teams Telephony: A Critical Choice

While Teams offers an impressive suite of collaboration tools, its reliability has come into question due to frequent outages. RingCentral, on the other hand, boasts the industry’s highest SLA – 99.999% (commonly known as “five nines” availability), ensuring fail-safe communications.

Why Businesses Adopt UCaaS

In 2024, communication is essential for business performance, and RingCentral’s UCaaS/CCaaS solution is your ticket to success. Businesses adopt UCaaS because it:

  • Offers better support for remote employees, anywhere in the world
  • Enables scalable growth without the need for additional investments in on-premises hardware or extensive management costs
  • Reduces cost
  • Enhances customer and employer experiences
  • Provides superior security

There’s a lot to take in, but if you want us to break it down for you, just reach out. As a certified partner of RingCentral, PepNet is a formidable force in Cloud Communications.

Wishing you every success,

Simon Bignell

Director – PepNet

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