How UCaaS is Transforming Customer Service in the Cloud Era

The market for UCaaS solutions has transitioned over the past few years to accommodate post-pandemic work patterns. UCaaS providers are actively integrating features like cloud-native contact centres, AI-assisted customer service and more.

Here are the key trends that UCaaS solution buyers must consider in their transformation journey.

1. Contact centres are going to the cloud

A Gartner report observed that 51 percent of IT spending across application software and business process services will shift from traditional to cloud architecture by 2025.

UCaaS solutions mirror this forecast as they are increasingly being delivered via a cloud-native model that promotes easier remote access and greater flexibility. In a cloud architecture, the UCaaS offering is deployed and managed on a cloud platform, either facilitated by the vendor or owned by the customer.

Communication devices such as fixed line phone systems, routers and onsite equipment can be replaced by their virtual counterparts. This means customer service agents can access their go-to tools in a unified dashboard on their laptops with no difference in service quality for customers.

2. Urgent need for improved cybersecurity

As more customer service teams pivot to hybrid modes of work, their tools must account for increased security risks. When employees operate outside of an organization’s secure network and devices, the chances of compromising client data and privacy are much higher.

Hence, UCaaS providers are ramping up cybersecurity features such as single sign-on (SSO), data encryption and industry-specific compliance measures wherever needed. When selecting a suitable UCaaS vendor, check what kind of cyber risks they cover. 

3. AI: Assistant to the virtual agent

Most modern contact centres now offer AI-powered features for advanced analytics, agent assistance and workflow automation. UCaaS solutions with native AI integration are better at adhering to compliance policies while improving experiences for agents and customers.

For customers, AI can be used in the form of self-service bots capable of crafting customized responses. For agents, it can help answer customer queries with intuitive answers generated on the fly. Look for features that can help you automate manual workflows for greater efficiency at your organization.

4. Team collaboration in the era of hybrid work

Contact Centre as a Service (CCaaS) solutions have generally offered modes of communication limited to customer-to-agent interactions. But modern UCaaS offerings are combining team collaboration with customer communication to centralize operations for hybrid workers.

A single interface can now facilitate internal team communication via phone, videoconferencing and chat alongside customer communication. If you plan to build a distributed team of service agents, look for UCaaS solutions that bring CCaaS and Communication Platform as a Service (CPaaS) onto a single platform.

Even with the recent digital adoption, your customer agents might still struggle. This was the case for many customer service teams going back to the office with new customer expectations. Customer journeys had too many touchpoints, half the teams went remote and each new tool was one too many. The industry awaited a much-needed transformation.

Enter UCaaS, a package of key innovations that have made serving customers simpler. Let’s see how.

1. Overcome contact centre modernization hurdles

Contact centre IT decision-makers who want to digitize their operations often grapple with three key questions:

• How can we upgrade existing infrastructure without affecting CRM data and agent performance?
• Will the new solution be scalable to the current and future scope of operation?
• How long until we see desired KPI improvements?  

UCaaS solutions address these concerns with simplified deployments, scalable cloud architectures and plug-and-play features.

Companies don’t have to massively tweak legacy systems as UCaaS vendors manage the underlying infrastructure. Contact centres enjoy a simple adoption experience with composable APIs and ready-to-use modules.

As UCaaS is largely cloud-native, it is easy to scale. It can quickly accommodate varying call volumes, expanding workforce requirements and can achieve company-wide deployment without longer wait times.

2. Streamline omnichannel communication  

It is natural for customers to contact a company using any combination of phone calls, emails, chat, videoconferencing and more. But it can be a challenge to manage these channels separately. It’s like juggling multiple balls without dropping any. Each channel may have its own system, making coordination complex and inefficient.

UCaaS brings all communication tools under one roof. Imagine having a single dashboard where agents can handle calls, messages and meetings seamlessly. UCaaS streamlines the chaos by integrating voice, video, messaging and knowledge resources into a unified view.

It also aligns with the needs of an omnichannel strategy. Instead of siloed channels, organizations can create a cohesive customer experience enriched with context and continuity across each channel.

3. Make work from anywhere (WFA) possible

As per Forbes, customer service is one of top industries for remote workers in 2024. It signals that more customer service teams will hire remote workers, who are not limited to working from home.

Another research conducted by the Harvard Business School found that work from anywhere leads to a 4.4 percent increase in productivity compared to work from home employees.

It is likely that remote work, especially work from anywhere, will see greater adoption in the future. UCaaS offers solutions to many challenges these remote workers currently face:

• Flexible access: Log on to service portals from any location with cloud networks that offer anywhere access across multiple endpoints.
• Security readiness: Ensure that agents can conduct service operations without breaching customer data or compromise their devices to attackers.
• Remote collaboration: Facilitate seamless collaboration over chat, voice and video for internal teams spread across company office locations, home offices and digital nomads.

4. Fix the broken customer communication experience

When customers must repeat their query with a new representative, it negatively affects their experience.

A Zendesk report found that 70 percent of surveyed customers expect customer service representatives to have full context of their query each time they contact.

While contact centres want to maintain a smooth resolution experience, it’s hard to achieve this when multiple tools are being used with improper data integration capabilities.

A UCaaS offering ensures a central environment where teams share data and insights so that each agent is aware of customer queries. No matter which channel or product is used by the customer, the entire conversation is captured by a single interface.  

Therefore, it’s intuitive for agents to connect the dots and not lose out on context as conversations jump across channels.

5. Pull up diving CSAT scores with data insights

Access to the right data insights is deeply instrumental for service agents to maintain customer satisfaction scores (CSAT). Another Zendesk report highlighted that 3 in 10 surveyed agents don’t have key information points for assisting customers.

UCaaS solutions offer actionable data insights because customer journeys are coherently captured within the platform. As a result, companies can map customer journeys effectively to understand the dips in customer satisfaction levels.

This data can then be used to understand the link between employee performance and customer satisfaction. It’s like having a compass – guiding decisions toward what can be done to make customers happier.

With AI integrated into UCaaS, agents can be more aware of customer sentiment in real-time conversations and review performance indicators with greater detail.

Cisco Webex

Webex, developed by Cisco, is a cloud-based contact centre solution designed to enhance customer service experiences. It’s built from the ground up as a Software as a Service (SaaS) platform, offering businesses the benefits of cloud agility, scalability and innovation without compromising on security. The solution enables rapid deployment and revenue generation while minimizing initial capital expenditure. It supports various customer contact options, including voice, SMS, social media, chat and email, facilitating 24/7 self-service through AI-powered virtual agents.

Core features

• Intelligent routing: Distributes calls based on agent skills and customer needs, improving efficiency and service quality.
• Cloud-based queue management: Manages calls in the cloud, reducing hardware and telecom costs.
• AI-powered agent assistance: Enhances agent performance with AI tools and an extensible agent desktop.
• Real-time analytics: Offers live data for optimizing business operations and decision-making.
• Global scalability: A microservices-based platform that allows for rapid feature deployment and enterprise-grade scalability.

What kind of organization would find Cisco Webex useful?

This solution is particularly useful for organizations of all sizes looking to establish or improve their contact centre operations. New businesses can create their first contact centre, medium-sized organizations can streamline operations and large enterprises can gain better visibility and control over multiple sites.

RingCentral MVP

RingCentral MVP is a UCaaS platform designed to streamline business communication across SMS, instant messaging, video and phone. It consolidates various communication channels into a single, integrated solution, eliminating the need for multiple tools while enhancing productivity.

Core features

• Cloud phone system: VoIP calling, seamless videoconferencing and top-line call handling.
• Team collaboration: Share internal files securely, edit documents in groups and conduct team meetings.
• Cross device: RingCentral MVP mobile and desktop apps ensure agents can serve customers from any device they use.
• Integrations: Bring business apps such as Microsoft Teams to its unified interface to reduce dependency on disparate app ecosystems.
• Tracking and administration: Manage call recordings, routes and cloud PBX from within the solution to maintain performance without overheads.

What kind of organization would find RingCentral MVP useful?

This UCaaS solution is suitable for enterprises seeking to centralize communications, SMBs aiming for growth and efficiency and small businesses looking to improve continuity and collaboration.

8x8 XCaaS

8x8 XCaaS stands for eXperience Communications as a Service. It’s a comprehensive cloud-native communications platform that integrates contact centre, voice, video, chat and APIs into a single interface. The goal is to enhance both customer and employee experiences by providing seamless, efficient communication tools.

Core features

• Omnichannel contact centre: Supports all voice and digital channels, allowing organizations to handle inbound and outbound interactions effectively.
• Conversational AI: Features automated self-service capabilities powered by conversational AI.
• Workforce engagement: Focuses on optimizing employee performance and improves agent interactions with analytics that provide insights into call volumes, response times and other key metrics.
• Integration with CRM: Sync customer data from CRM systems with XCaaS to build continuity and context.
• API library: Access no-code and low-code options for integrating legacy systems within your organization’s ecosystem.

What kind of organization would find 8x8 XCaaS useful?

Organizations aiming to modernize their communication systems and move away from legacy solutions. Those seeking to bridge gaps between employee and customer experiences. Organizations that want to improve operational efficiency and drive business success through reliable, integrated communication tools.

Zoom Contact Centre

Zoom Contact Centre is an omnichannel contact centre solution that is seamlessly integrated into the Zoom platform. It combines communication and contact centre capabilities, providing a unified experience for both agents and customers.

Core features

• Unified agent experience: Use the same Zoom client for handling calls, chats and other interactions for agent and supervisor roles to streamline workflows.
• Omnichannel support: Supports various communication channels, including video, voice, SMS and webchat, ensuring a consistent and efficient customer experience across different platforms.
• Integration with Zoom: Integrates seamlessly with Zoom Meetings and Zoom Phone, allowing for smooth transitions between communication modes.
• Drag-and-drop IVR designer: Create custom call flows, route calls efficiently and personalize customer interactions without complex technical configurations.
• Analytics: Provides detailed metrics on call volumes, agent performance and customer satisfaction.

What kind of organization would find Zoom Contact Centre useful?

New and existing customers who already use Zoom and want to enhance customer interactions across channels. Organizations seeking a flexible solution regardless of size as it caters to small businesses and enterprise customers alike. Customer service teams that want to upgrade their Zoom experience and convert into a contact centre without pivoting to a new solution.

Switching to a new contact centre solution comes with technology, process and training considerations that can get complex. Often, organizations seek expert guidance in their transformation journey.

CDW, with its strong partner ties and in-house UCaaS leaders, is a leading contender. Our partnerships with Cisco, Zoom, RingCentral and 8x8 enable us to translate their value proposition into measurable outcomes for you.

We enable you to carefully audit your customer service needs, identify priorities and select the most viable solution. We’ll also help you to smoothly introduce the new tech stack to your organization’s environment with training workshops and integration expertise.

Your transition to a promising new platform should raise performance not questions. We closely collaborate with your IT team to successfully implement UCaaS offerings and ensure that your CSAT targets are profitably met.

The competitive customer experience landscape demands organizations to shift gears and quickly adapt to evolving customer behaviours. UCaaS is a key innovation that resolves several customer challenges and enables customer-centric organizations to deliver an optimized customer experience.

With AI-driven capabilities, omnichannel experience and unified communications, UCaaS solutions continue to disrupt the customer service landscape. CDW and our leading partners offer the UCaaS solutions and expertise you need to make the transformation successful.