MSPs of all sizes should consider adding UCaaS and CCaaS offerings to their tech stack. Here’s why.
Why UCaaS and CCaaS Make Sense for MSP Stacks
It’s no secret that two of the top business priorities across the business world in 2020 have become enabling remote collaboration and improving the customer experience (CX). And two of the best IT solutions for empowering these initiatives? Unified Communications as a service (UCaaS) and Contact Center as a Service (CCaaS).
UCaaS integrates communication and collaboration tools — such as VOIP calling, video conferencing, screen sharing, instant messaging, and file sharing — into a single cloud interface, empowering employees to work together from anywhere.
CCaaS unifies and routes customer communication channels — such as phone, online chat, web forms, text, and social media — to provide a seamless, holistic customer experience, optimized with AI and analytics.
Unfortunately, many managed service providers (MSPs) have historically avoided fully embracing UCaaS and CCaaS in their tech stack because they often have different purchasing models than most other cloud-based solutions. However, the advantages that UCaaS and CCaaS can bring to your clients’ productivity, remote work enablement, resiliency, and CX make these solutions worth pursuing. (And you might just be surprised by the financial benefits!)
With that in mind, here are six reasons why MSPs should take the plunge into offering UCaaS and CCaaS solutions to clients.
Get more done.
UCaaS and CCaaS are both designed around a core goal of improving employee productivity. By providing a single interface for working together across the full range of collaboration methods, UCaaS allows teams to collaborate seamlessly, in the methods they are most comfortable with. No wasted time jumping around from app to app or trying to track down files from another system. Everything is streamlined in one place.
We’ll discuss this in more detail below, but CCaaS also boosts productivity by optimizing efficiency through intelligence and automation.
Empower remote work and multi-site locations.
Gartner reports that a whopping 88% of business organizations world-wide mandated or encouraged all employees to work from home at the start of the pandemic. And, while we don’t know what the future of work holds, it’s clear that remote work is here to stay in some capacity.
As location-agnostic cloud solutions, UCaaS has become a leading tool to enable companies to collaborate remotely, while CCaaS empowers contact centers to operate as distributed teams. And for businesses that are still working in offices or hope to return next year, these solutions support multi-site deployments much more nimbly than on-premises systems of old.
Ensure business continuity.
One of the biggest “aha” moments that businesses experience when researching UCaaS and CCaaS solutions is the built-in redundancy and disaster recovery capabilities that these solutions provide. Whether it’s a global pandemic or just a plain old snow day, cloud-based collaboration solutions allow business to continue seamlessly, wherever employees are based.
