Implementing Unified Communications and Call Center Applications

It’s every company’s wish to grow its business. At the beginning of each fiscal year, companies hold strategic planning sessions with the overall objective of increasing revenues and the company's overall bottom line. Of course, business growth comes with its own set of unique challenges.

As organizations grow, their communication needs also tend to increase. In that vein, fledgling enterprises will need communication tools such as call control, instant messaging, video conferencing, unified messaging, collaboration tools and business process integration (BPI) software to keep up with customer demands.

Additionally, business growth brings more customers. With more customers joining an enterprise, your business will begin to see a large volume of customer requests. Customers will call to inquire about product support, issue complaints or just make general inquiries.

So, How Can Organizations Effectively Manage Growth?

To serve the increasing number of customers and collaborate well, businesses need to make two strategic decisions: first, adopt a unified communications framework and, second, establish call centers.

Unified communications (UC) will help integrate numerous asynchronous and real-time communication tools, with the objective of improving business communication, collaboration and productivity. On the other hand, a call center will centralize and effectively administer all inbound and outbound requests by phone.

Should Organizations Adopt On-Premise UC and Call Centers?

Apart from deciding whether to adopt unified communications and call centers, organizations also need to decide if these mechanisms will be hosted on-premises or via the cloud.

On the surface, on-premise UC and call centers are more affordable to implement, as you only need to pay a one-off license cost to implement them. Additionally, with on-premise services, it’s easier to customize the systems to your specific needs. Not to mention that with on-premise systems, you don't have to worry about the security of your data.

However, implementing on-premise unified communications and call centers will take longer because of the need to acquire relevant licenses and hardware, set up infrastructure, and train the IT team. Secondly, the cost of the infrastructure needed for the on-premise systems can be expensive.

Cloud providers adhere to the best security and compliance protocols, with many having dedicated teams to handle your unified communications and call center needs. Most companies prefer to host their unified communications and call centers via the cloud.

UCaaS and CCaaS

Unified communications as a service (UCaaS) is a cloud delivery model that allows you to enjoy a variety of communication and collaboration applications and services without the need for an on-premise unified communications software. On the other hand, Contact Center as a Service (CCaaS) is a cloud-based customer experience service that can perform the same functions but without the need for acquiring expensive infrastructure.

How Can UCaaS and CCaaS Work in Tandem?

Some innovative companies, such as 8x8, have integrated UCaaS and CCaaS services into a single service.

With 8x8’s unified communications call center, you can easily handle all your communication capabilities in one place. In addition to enterprise-ready contact center solutions, the provider offers you cutting-edge business phone services, collaboration and virtual meetings in one secure, reliable unified communications suite.

Conclusion

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center, you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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