UCaaS vs CCaaS: What’s the Difference?

Highlights –

  • Unified Communication as a Service is a cloud-based platform combining various communications channels, such as messaging, video conferencing, and cloud calls, into one interface.
  • Contact Center as a Service is a cloud-based platform that combines communication channels with contact center tools, such as Interactive Voice Response (IVR) and advanced analytics, into one interface.

Organizations consider cloud services such as Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) as an alternative to on-premise systems as it helps consolidate an organization’s enterprise applications into a single cloud-based platform. It improves communication and collaboration and enhances the employee and customer experience (CX). Although these tools – UCaaS and CCaaS – have similar functionalities, they are used by different departments for different purposes.

It is obvious to compare them for differences, but they complement each other as they have similar functionalities yet different purposes. These cloud-based communication platforms became popular alternatives to on-premises systems and experienced increased adoption amidst the Covid-19 pandemic.

This article will help you understand the concepts of UCaaS and CCaaS and the differences between them. Let’s begin understanding these tools first; then, we will move on to the differences.What is UCaaS?

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