Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions have evolved to address the growing communication needs of modern enterprise customers and businesses. CCaaS platforms are geared toward external customer communications, while UCaaS solutions are designed for internal collaborations. Cloud-based technology has revolutionized contact centers, making them more agile and able to meet customers in an omnichannel environment. UCaaS tools further amplify a company’s ability to guide customers to the necessary solutions.
An emerging trend is integrating UCaaS and CCaaS platforms into a single-pane-of-glass dashboard to streamline communications. However, integration itself is not enough. Simply applying APIs can lead to clunky and wooden workflows. To maximize results, companies need an integrator—a provider that can stitch together applications in meaningful ways and incorporate legacy systems, such as analog phone lines, into a simplified workflow.
This blog will review the best-in-class UCaaS and CCaaS tools from CBTS and discuss the benefits of integration.
Read our e-book: UCaaS and CCaaS: Maximize your results with integration
CBTS leverages longstanding partnerships with industry leaders Microsoft and Cisco to offer superior collaboration platforms.
Microsoft Teams Voice (MSTV) is a leading contender for integration with a cloud-based contact center. MSTV blends voice services with Microsoft Teams to provide cross-organizational collaboration through video and messaging. In addition, Microsoft products integrate well with each other, making it easy to introduce other systems, such as scheduling and storage, into more efficient processes.
Webex Calling combines video, cloud calling, video conferencing, and scheduling into a singular platform that utilizes Cisco’s innovative Webex collaboration application.
CBTS contact center solutions utilize best-in-class technology to provide seamless communications with customers.
CXsync is a CBTS CCaaS solution. Key features from this self-service platform include a streamlined agent experience, support for omnichannel communications, and an open API infrastructure that makes CXsync ideal for integration with UCaaS and other communication tools.
Five9 is one of the largest cloud-based contact center providers, with literally billions of minutes of calls each year. Five9 offers a range of platform options, including a blended contact center. With CBTS deployment, Five9 can be fully integrated with Microsoft Teams.
Webex Contact Center is another diverse CCaaS solution that utilizes Cisco infrastructure and features phone, web chat, e-mail, and video conferencing to create rich customer experiences.
There are many compelling reasons to integrate CCaaS and UCaaS tools, especially when working with an integrator like CBTS. They include:
Each company and its workflows are unique. That is why a turnkey solution is not ideal for integration. Instead, organizations need white-glove, customizable services finely tuned to your company’s needs. Working with an integrator lets your company craft solutions across platforms to optimize workflow to ensure the best customer experience possible.
With over 20 years of telecommunications experience, CBTS has the knowledge and expertise to serve as an integrator for your company. No matter which cloud-based contact center solution is right for your business, CBTS can streamline your work processes into a unified communications platform that drives customer experience and boosts collaboration across the enterprise.
To learn more about integrating your communications systems, download our e-book UCaaS and CCaaS: Maximize your results with integration. To get started with the integration process, get in touch today.